Keensappliances Reviews 4

Sometimes, great customer service becomes apparent when things don’t go to plan. We called Keens mid -December who came out promptly and diagnosed the problem (a new control board) very quickly. There was a delay due to the part not being in stock, the part arriving and being damaged so having to re-order to get a replacement and then there was the Christmas break. Throughout this time Paul was diligent in keeping us updated. Paul came to fit the control board 1st week in January - via telephone support from the supplier when the machine wouldn’t fire up was told that the part hadn't come pre-programmed on this occasion. Paul apologised, refunded our initial call out fee (which also included fitting of the new part) and suggested a way of saving money going direct to Hotpoint for the repair.

Highly professional and ethical service from Paul at Keens. Trustworthy and recommended

Date of experience: January 07, 2025

November 23 My dishwasher of 5 yrs Hotpoint wasn't working with error H. Called Keens who after looking at it quoted me £219.54 + call out of charge of £ 66.00 explaining it needed a new control module which he would have to order ( 14days) . I was shocked as we use the dishwasher once or twice a week, but was told by Keens engineer , that my particular dishwasher was very cheap and only made to last 5yrs and that I should buy a Bosch or AEG dishwasher. I didn't realize that all parts of Hotpoint are guaranteed for 10yr parts . So called Hotpoint and arranged for them to come out as the call, would be cheaper than the £219.54 part. H code means " no water" and it was a twisted hose! rectified in minutes. !

Date of experience: November 23, 2023

We had Keens out to fix a faulty cooker. Arrived on time, completed the job quickly using parts already on the van. The cost of the job seemed reasonable, especially in comparison to the price of a new cooker.

Date of experience: April 09, 2021

My dishwasher was usable, but about every month it showed an error code on the display. There were lot's of posts on the internet about it and it seemed to be a common error due to a slow leak. I had to tilt the machine to displace water from a sensor to clear the error, which got annoying. It was an expensive Bosch model so I thought it was probably worth repairing.
I called Keens Domestic Appliances because they are small local company and I thought they would be reliable. They came out and diagnosed a slow leak from the sump seal, tightened it and charged ~£50. When I next tried to use it, water flooded out onto the floor. I let Keens know. They came back and said it needed a new sump seal but didn't have the part with them. I chased them a week later and they said they were waiting for the part and couldn't tell me when it was likely to arrive. From then on they have not answered my phone calls or emails and my dishwasher has been unusable for six weeks since they first came out. I have given up on Keens now and bought another dishwasher - another Bosch, because it was a good dishwasher that worked well every day for years until it needed a new seal and if it had been repaired I would have been happy to keep it for longer.
I'm afraid Keens get 1 star from me for this particular experience.

Date of experience: April 25, 2019