Alan david W.
Repair it yourself but it’s straight forward
I purchased the dishwasher as I’m in a two bedroom flat with no space for a large dishwasher when a dishwasher arrived I installed as per the instructions and for the first week it worked perfectly, I then decided to do an intensive wash as I had some dishes that were quite dirty And when I did this I got an error code on the machine, I didn’t think much about it I restarted the machine on a normal wash and it went through fine, come forward three or four weeks and the error code keeps popping up on all washes and I can’t use the dishwasher so I contact customer services they ask for a video to show the issue which I did, It was at this point I thought I would either get a replacement or someone out to fix the issue, The company then asked me to take apart the dishwasher to check for loose connections, I was skeptical but they sent a video on how to do it , Again I did this and sent over the video of the issue still persisting, They then said they believed that it was a faulty heating plate . They sent me a link to one on Ali express , which matched my dishwasher , Again at this point I expected a replacement or an engineer to come out, considering it was less than a month old… But no, again I was expected to take apart the dishwasher and replace the heating element which in all honesty takes about 25mins and is fairly simple but not something you expect to do on a new machine, Java then sent me the replacement which took 2 weeks to arrive and it was then fitted, it’s been a week now and so far so good and the machine is cleaning better than it did when it was new so can only assume the heating element was never working properly in the first place , I would have given more stars but want to be honest, not having uk based customer services and costing me £10 on a phone call to speak to someone (America) I know we live in a throw away society but feel like I should have been offered a replacement rather than parts for me to fix myself, I feel had it been someone with less experience they wouldn’t have been able to do the repair themselves I have changed my review as although the customer services is a bit slow they have been very helpful and since the repair themselves dishwasher had works faultlessly and cleans amazingly for such a compact machine ,
Response from HAVASep 4, 2025
Hello Alan, Thank you for taking the time to share your detailed feedback about your experience with our dishwasher. We sincerely apologize for the inconvenience and frustration you encountered during the troubleshooting and repair process. Your honesty helps us identify areas where we can improve, and we truly appreciate your willingness to replace the part and resolve the issue despite the challenges. We understand your expectation for a replacement or an on-site repair service, especially for a product less than a month old. In this case, providing a replacement part was intended to resolve the issue more quickly than arranging a return or repair service, though we recognize that the delayed shipping of the heating element (due to unexpected logistics issues) prolonged the process. We are glad to hear that the dishwasher is now functioning even better than before, and we appreciate your patience and effort throughout the DIY repair. Your feedback regarding the lack of UK-based customer support and the phone call expense has been noted. We are continuously working to optimize our after-sales service, including exploring ways to provide more localized and efficient support. Our customer service team has followed up with you via email to further address your concerns and offer additional assistance. Please accept our sincerest apologies for the unsatisfactory experience. Best regards,