PHC Service Reviews 698

Tyler was great 👍🏻 excellent customer service

As required. Very professional indeed.

Mark serviced my Dyson vacuum cleaner today and did an excellent job it’s shining and like new very impressed. Thank you Mark

My old Dyson needed a fix.
Along came Jack with his box of tricks
Admonished to the garage for his fixing
As I had to work and my dog is jinksing
I got a call which was good and bad
My Dyson alas had swallowed a tad
more than it possibly could digest
Making it's insides well past their best
Jack to the rescue and in my view
Made my old Dyson good as new
Best Service ever and now I must
With no excuse vacuum and dust.

Thank you

Mark was a very competent, experienced vacuum cleaner engineer. He was extremely professional. He cleaned & serviced my Dyson cleaner brilliantly; it was like new! I hope to see him next year. Thank you Mark

Today we had our Kirby vacuum cleaner service by a very pleasant young man called Jack. He was very, very thorough. Clean and today and very efficient.

My husband and I had our Kirby serviced every year, today we found out that although a different company "serviced" our vacuum they hadn't done the work. A number of parts needed replacing, parts that should have been replaced several services ago.

Due to the thoroughness of the service receIved today, we have no hesitation in recommending PHC Service and have sign up for their maintenance package.

Engineer Ross was here on time and got on with the job with no fuss or issues.
Respectful of my property plus polite and friendly.

Good service ,carried out professionally by engineer Tom . Very polite and pleasant engineer.

He came, was professional and ready to work, and left after fixing the machine. In the middle he suggested I needed to spend £300 on a new “main unit” I.e most of the vacuum cleaner itself and £108 annually for a service plan.

It’s plausible he really felt that was the case but in the end a new filter and a thorough clean was enough. It felt like a hard sell.

This is the most unprofessional organisation I have ever dealt with. Bar none.

They have no understanding of customer service whatsoever and the adage that “the customer is always right” is rewritten as their responses on Trustpilot show to the “customer is always wrong.”

Any negative reviews get the childish response that they are “unfair” and the company resort to name calling or posting catty and unprofessional rebukes. Stuff the staff member responsible should be embarrassed of.

Frankly, it’s shocking.

I called them out to fix my Dyson. I told them it wasn’t holding charge. The engineer who was really nice turned up and said it was a faulty battery. I pay them £139 for a new battery the engineer leaves and the new battery doesn’t charge in the same way my original one didn’t. This clearly wasn’t the issue.

PHC mail me asking me to post positive things about
Them. I reply honestly and say they didn’t fix my problem and rather than waste any more money with this company I had bought a new vacuum. (Something I regret not doing in the first place and putting any money in the coffers of this company).

My email to this day has never been answered. I got a voicemail asking me to pay to book in for another engineer to come out again and no doubt sell me another part.

Why?

Why would I even consider doing so when you didn’t fix my hoover the first time around at a cost of £179? Made no apology. Or offered to refund the battery and take it back given it clearly wasn’t the issue with my broken Dyson.

All I got is the standard “you are unfair” response on trustpilot. Pathetic.

Worse still they print private correspondence that you have with the company in their replied without permission of the sender.. I have been advised this is a clear breach of GDPR and have asked them to respond to this claim before I report them to the information commissioners office.

I also got this classic line in their first reply to me on trustpilot:

“ . We always try and save our customers money and never recommend changing parts unless were are totally sure they need replacing. The battery was definitely faulty and needed replacing. It was only after a new battery was fitted it was discovered that other issues were present. It is not our fault that your vacuum requires parts”

So if my battery was definitely faulty - how come the battery I paid PHC £139 for is also not holding the charge which is the whole reason I called you out.

There are two possible answers:

1) PHC sold me a faulty battery
2) my battery wasn’t actually the fault in the first place and you misdiagnosed and sold me something I didn’t need.

And if my hoover needed parts - why did your engineer not diagnose this and why did he sell me a part that I clearly didn’t need and didn’t fix my problem.

In summary don’t use this company as if they don’t fix your problem they defect, they try and belittle you, they take no responsibility for their own failings and need to be trained in basic customer service principles. They are rude and childish when you raise genuine issues with their service and don’t try and resolve your problems. Instead they just claim that flagging their failed service which you paid for is “unfair”….

UPDATE: their latest rude, classless response is typical of their so called customer service. Deflection is the name of the game. Rudeness is their default way of responding to customers who they have failed. I also didn’t book in a home service I told you my Dyson wasn’t working and called you out to come and fix it not service it. It still isn’t working £179 later. They haven’t offered to take the battery back or reduce their fee. This experience has been set out by many people who have been failed by them. They have yet again broken GDPR rules by posting my email to them without my explicit permission. This leaves them liable to a ruling from the ICO and potential fine.

I’ve also been advised to start a small claims court in respect of this matter. I’ll be following that advice. See you in court.

A engineer who knew what he was doing.

Spent £179 to service and fix my Dyson. But it still didn’t work. Company called me to book in another call out (obviously at my cost). No offer of a reduced fee or apology having handed over £179 to no avail. Wish I’d saved my money and just bought a new hoover - which I now have had to do!

Countless times I have asked this co to sort my Dyson dc04 out. It went wrong from the first time their "engineers" touched it. It's never worked properly since. Totally shambles.
The management feedback, and curt replies when I complain, the fees for their first repair, I could have bought a brand new hover. They have been over to try, and failed on each and every occasion it still goes wrong. Having had a heart op I am unable to push it. Even professional cleaners have said, something is wrong.
All I get now is to send an engineer cost more money, they are a disgraceful xo to deal with.
do Not Engage with them... They are now just proving a non reputable co. I'd never recommend them to anyone.

On time, very professional and helpful. Also a vital re-conditioned part arrived within a week. The nice man had explained to me that only these were now available. Dyson had been most unhelpful to say the least, not even knowing if or when it was available anymore.

Jack the Engineer was excellent.
Explained in detail about our Dyson Hoover and why it was working so inefficiently.
Thankful of the information.
Dyson working like new

Very professional from start to finish, very happy with the service of 2 dyson cleaners by Ross who was prompt very pleasant and very professional, would definitely recommend.

Been keeping my Kirby in tip top condition since 2001, great service

Having my two Dyson’s serviced today was a very good experience and Tom was excellent, new what he was doing and got me to understand what was wrong with my Dyson’s and now they are like new

A very pleasant engineer, who definitely knew how to fix my Dyson and Sebo

The engineer who visited was genuinely pleasant, but the aftercare and transparency were very poor.

PHC serviced my Dyson Gen5detect (SV23) and then fitted a non-genuine “PHC” filter, charging an additional £44.99 on top of the service cost. They later confirmed in writing it wasn’t a genuine Dyson part, yet insisted it was “like-for-like” and “HEPA” while also stating they cannot provide any datasheet, certificate or test evidence.

The filter itself has no markings and is physically different to the original, so the HEPA claim is effectively “trust us”.

The issue is that PHC can’t substantiate their HEPA claim any more than an Amazon online listed version can, unless they provide objective evidence. Without that, it’s difficult to justify the premium price, especially as the filter is a simple twist on/off part and the service is already charged separately.

They also sold a membership on the implied value of expensive future parts being covered, then confirmed they will not guarantee genuine Dyson parts and will supply parts at their discretion. That’s not transparent and isn’t what most customers would assume when they read “fully equipped with genuine parts”, on their website.

Exercise caution: My fear is the many reviewers assume they are getting genuine Dyson parts.

Update: PHC has provided a return address and confirmed they will refund the filter on return. I’m returning the filter and will replace it with a genuine Dyson part.
Nothing in my review is untrue. I can provide the invoice and email chain to Trustpilot if challenged