Our services really matter to our customers where having fully functioning appliances is critical and this is even more crucial at this time. We need to continue to support you, our customers but ensure we do so safely for everyone. We are constantly monitoring and reviewing our operations to prioritise the health and safety of our colleagues, partners, customers and their families whilst at the same time ensuring we keep our business and operations running as normal, delivering great service to our customers. However, in these unprecedented times, it is clear that we need to adapt our ways of working.
With regards to engineer availability, we have now implemented an emergency based service that prioritises repairs to cooking, cooling and washing products together with very limited repair availability for vulnerable customers with dishwashers and tumble dryers.
From this Saturday (28th March) we will also be temporarily suspending calls to our inbound contact centre at the weekends for the foreseeable future. Also, from Wednesday 25th March the inbound lines will be open Monday to Friday between 9am and 5pm.
In order to ensure we continue to provide great service across the weekend we have been further enhancing our online capabilities and availability. This will include many of our agents working from home across our online platforms including Social Media, Live chat and WhatsApp. These agents will be covering the same working hours during the week whilst also providing support between the hours of 8.30am to 4.30pm on Saturday and 09.30am to 3.30pm on Sunday.
As the situation remains fluid, please note that we are continuously monitoring and evaluating our operations and will take all necessary actions in our control to prevent disruptions as well as risks.