Aga let me know by email that my 23-year-old appliance’s regular service was overdue. I telephoned to arrange it but was dismayed by the attitude of the woman I spoke to, who said she had only been with the company for five months.
At first she said we would need a “health check” because our service was overdue but I told her I had only recently received a reminder email. She spoke to someone else and then confirmed we wouldn’t need the health check but that the cost of the service would be £315 (compared with £180 previously).
I protested and asked how such an increase could be justified. She could give no explanation but just said that this was the charge. I asked to speak to her supervisor but she refused to transfer me. In all my years of calling Aga I have been impressed by the staff’s courtesy. We have been loyal customers for more than 20 years and I now feel very strongly let down.
SS, Dalton, Lancashire
Aga’s so-called “health checks” are typically recommended for new owners of Agas which don’t have a full service history. And let’s face it, it’s not exactly practical to take an Aga with you when you move house.
A qualified Aga engineer will come along, inspect it and ensure it is working safely and efficiently. But you were wrongly advised to take out this “health check” option and Aga clearly has some training issues to get to grips with.
It has now apologised and explained and that this is the second price rise since 2016 which is why it looks so huge. It now includes all parts (though apparently not burners) and a 60-day guarantee after the service. It offered you the choice of a free service or a free year on its service plan and you have booked a service. You have apparently told customer service that you are happy. This was clearly an Aga saga for you but we didn’t receive a clear explanation of why you were wrongly advised.
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