Newcastle Custom Electronics

Terrible service with rude technician. Awaiting repair of cooktop for over 3 months. Given a day for repair with booking time of 9-1pm. Had to duck out of house for 10 mins, got a call at 12.57pm saying he has arrived. I was around the corner a couple of minutes away. He said he refused to wait around and rudely hung up the phone and had left.

Our LG washing machine failed for the second time in 3 years (machine less than 4 years old). Newcastle Custom Electronics ordered new water inlet valves, Promised within 24-48 hours. We rang every couple of days. They always promised to investigate, but never called back until day 9. We paid $228.80 for the repairs. LG agreed to cover. Newcastle Custom Electronics had to refund us, and get paid by LG. They refused, leaving us $228.80 out-of-pocket. Not recommended.

If it hadn't been a warranty case I would have tossed this company after the first phone call. They were condensing and rude from the first phone call to replace broken glass in an oven door. It took four months. I did end up with a new stove in the end as the last job to replace the glass was very poorly done.

These people ordered wrong parts at least four times. They never contacted me except when someone came to install the wrong part or do a shoddy job.. I never got any updates and always had to call them. How they stay in business is beyond me.

Definitely not recommended.

I have a Paradigm sub-woofer that is making unwanted sounds even when not attached to my sound system, just power. A simple problem, I suspect, but one that needs someone that has some electronics expertise and the equipment to diagnose the problem.

I rang them to see if they could help me and after explaining the problem and giving them the brand of sub-woofer I was told they could help if I paid $110 for them to look at it (which would be taken off the final bill if I went ahead).

So I packed up the sub-woofer, put it in my car and drove into Hunter Street. I went to the reception desk and started to explain my problem to the guy who came over. He asked me which brand it was and I told him it was a Paradigm. Immediately, some other guy who was sitting at a table on the other side of the room called out: We wont fix that, we wont look at anything that I dont have the service manuals for.

No please or thank you, let alone a sorry, just shouted from other side of the room. Couldn't even be bothered to get out of his chair. If this is how they treat a potential new customer (who has a lot of other equipment for which Im sure they have the manuals) Im not surprised they operate out of such a ramshackle and disorganised workshop.

In these days with the internet, it shouldnt be beyond their capability to get hold of a manual. Just explain this to the customer as an option and if they go ahead, add the cost of this to the bill. Simple. And even if the customer decides not to go ahead, they leave feeling they have been treated with respect and would be prepared to give them another opportunity next time.

These people just prefer to be rude and dont deserve your custom. A shame I can't give them zero stars.

No, not at all happy. I was dubious as soon as i walked in. Even though this was the place the Phillips (for Saeco) preferred repairer, their office looked dirty, unorganized, and very unprofessional. When I came in, the receptionist did not even recognize me admittedly, as he was on the phone. Despite standing within a meter of him for more than 10 minutes, he still didn't pause for even 3 secs to say "I'll be with you in just a moment". The first thing this person asked me for was my credit card - they wanted $99 before they even spoke to me. When I had finally booked my coffee machine in for repair, she had no idea how long it would take, who would be in contact with me, or an approximate cost. She just said, "wait for a call". That was 15th August - it's now 4th Oct, and I still have no idea when or if my machine will ever be fixed. And if they come back to me now and say that it is repaired, how much it will cost and was it ever worth it.

My advice is, do not ever in you wildest dreams, ever, ever take your equipment into Newcastle Custom Electronics for repair. They are disorganized, under-resourced, un-professional, and have no idea about customer service.

The worst thing is, Phillips appointed this group as their preferred repairer - maybe the cheapest quote, but I don't know. When I high-lighted their inadequacy to their Customer Care Division, they were very polite and supportive, but totally useless in getting Newcastle Custom Electronics to do anything different to what they weren't doing already.

For those of you that have your items in repair with Newcastle Custom Electronics now, good luck. However, if you have had a similar experience to me, say something so they either lift their game or get shut down. Really, please - don't sit back, do something about it.

My Panasonic microwave oven needed a new bulb. It was under warranty and Panasonic told me to go to take it to Newcastle Custom Electronics to have it repaired. I read the online reviews (mostly 1 star) of this repairer and was dreading taking it in. I rang to see if they could order the part without me leaving the microwave oven with them. They said I'd have to take it in so that they could determine the correct part needed but that I could take the oven home again until the part arrived. I took the oven in to them and they were very helpful and, by chance, happened to have the correct part in stock so they fixed it while I waited. It all took about 15 minutes. I'd recommend them again.

We had a faulty oven and were advised by the retailer these were recommended. We contact them and they stated someone to come would call back to arrange a time to attend to look at the oven. They were happy to take the funds out of our account straight away and did not call back. We had to chase them up. So they attended the middle of the following week, after finding out the time they would attend, and they stated we need a new element.

Two weeks later and about 9 calls later they attended again and got the wrong part. So we had to call them again the following week and they said the part is not in stock and it would take 7 weeks for it to arrive. Their customer service is terrible - they never updated us on what is going on and we had to make all the phone calls. I'm not picky when it comes to customer service, but this is the first time I can easily say I would not recommend this company to anyone. Very bad customer service. Find another repairer for your appliance.

Sound's like that even after ten year's thing have not changed with this unprofessional bunch of knuckle heads . It makes me sad to think this shop is still treating Newcastle people as bad as they treated me all those years ago.

DON'T GO HERE!
I have just had one of the worst customer service experiences of my life with Newcastle Custom Electronics. The staff and management do not believe in customer service but instead seem to believe in arguing with customers to try and prove they are right for no actual gain. It's been 6 days since we dropped our broken machine to them so I called them as they said they would contact me within 2-3 days to let us know what the fault was. The girl was very unhelpful & said 'well if you haven't paid the fee then we won't have done anything on it.' I was surprised as there was no mention of paying an upfront fee when it was dropped off. When I spoke to the manager he was condescending and patronising from the word go and completely on the defence. I tried to tell him my story & he interrupted me saying 'there are many errors in your story'. I was baffled and asked him to explain these errors & he kept fixating on the fact that they don't take jobs until we pay the fee. I tried to explain that the lady my father-in-law dropped it to never mentioned this and he said that she definitely would have. He was accusing my father-in-law of being a liar & said this repeatedly. I got upset as the call was so frustrating & was in shock that he wasn't the slightest bit apologetic, he just wanted to argue with me & say I was 'difficult.' He said he refused to fix my coffee machine (even though I had absolutely no issue with paying for anything!). I called my father-in-law to explain what happened & what makes it worse is that when he called back the manager was pleasant to him and said he would fix it if he only had to deal with him. Not only is he not providing good customer service but he is rude, patronising & behaving in a way that can only be called sexist. I am still shocked by the experience as it was just so unnecessary. You only have to look at the other reviews online of this company to see what terrible customer service this company provide.