Uncovered: big brands providing poor aftercareWhich? survey reveals the best and worst brands

10 January 2010

Whirlpool wsahing machines

One of its machines has the largest capacity we've seen – 10kg

Consumers are receiving drastically differing standards of aftercare from home appliance manufacturers and big name stores, according to a Which? survey.

While Dyson topped the Which? brand aftercare survey with a customer score of 79%, Whirlpool received just 25% - one of the worst Which? has ever seen. This score is lower than those given to big banks and energy providers in previous Which? research.

You can see the full results of the survey, which includes brands such as Bosch, Hotpoint, Siemens, Zanussi and Miele, in our washing machines, dishwashers, fridge freezers, tumble dryers, and built in oven reviews.

Aftercare from high street shops

The survey looked at the standard of service offered by appliance manufacturers and big name shops when customers requested domestic appliance repairs or replacements.

It found big chain stores are also offering widely differing levels of service. John Lewis tops the table with 80% for its aftercare, while Currys brings up the rear scoring 31%.

Which? editor Martyn Hocking says: 'When a product goes wrong, shops and manufacturers should make it easy for customers to get a repair or replacement. But experiences differ enormously.'

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