Jones Family Business

I received an Asko washer dryer package, supplied by the Jones Family Business through Mike Greer Homes. The washer began leaking in less than a month, but was thankfully repaired under warranty. The dryer stopped working after about a year, and should still be covered by a two year warranty. However, seven weeks after making a claim, I’m still waiting for an update as to the delivery of a replacement. The team at Jones Services keep taking “urgent messages” and assuring me that someone will be in contact within a day with an update, but this never actually happens. In the future, I would avoid both Asko appliances, and the Jones Family Business, at all costs.

It's unfortunate this company (and their "partner" company Applico) are the authorised importers/dealers for many brands. Because their communication and internal processes are absolutely atrocious and disrespectful to the customers. Not to mention the "service technicians" managed to damage my property and since the oven has finally been repaired I've heard nothing.

My only recommendation is people avoid this organisation.

And before their Customer Service bot pretends to be concerned about this feedback and ask me to email them. I'm not going to, you had your chances over the last 12 weeks and have continually failed.

Had a terrible experience around a year ago and was consistent with other low reviews.
Received a phone call as a customer service follow-up and they sent out a new/different worker.

Difference was night and day. Appears to have turned a corner. Excellent and would now happily recommend!

Apologies to the unfortunate young lady who patiently listened to my discontent! I phoned to make a service repair booking on 31 May 2021. When I hadn't heard back from Jones Fam by Wednesday, I called again and again was asked for my details. Again I ph'ed on Friday 04 June and again my details were new to them. If you have the monopoly of the ASKO brand, surely you should be more conscientious and committed to providing the required service.

Timely response and great service. We thought out Asko dishwasher was on its last legs but the Jones technician was great. He even spent time showing me how to maintain/clean the various parts. And he had the new part on hand so we were good to go. Much better than past F&P service experience.

Quite shocking it took the *owner* 4 years to respond despite this being escalated all the way to the top back then as they initially refused to take it back!
Gone from 0 to minus.

Sadly I can't give them 0 stars. Misrepresented item (F/F), lied about condition and internal parts (didn't supply egg tray, water line connections etc), item didn't work properly from start. Was promised a technician who didn't turn up for an entire month resulting in us rejecting the item. Don't expect them to adhere to the Consumer's Guarantees Act and refund you the purchase price and consequential losses despite the law stating you are entitled to them. Failed to pick the item up, still chasing them up - more than 3 months since purchase. Manufacturer confirmed the item should come with both water line connections and egg tray - very disappointing that the sales person repeatedly stated it didn't come with them.

If this crowd either answered their phones or returned your calls, I could probably rate them high. One month of trying, and still NOTHING

Really bad service, come to fix cook top use as long as they can and in the end just tell me just need change parts, how you spend so long to check it just need to change parts? Never use this company again. He came only 1.20 hour and on his invoice is 2 hours, and he was on the phone for 25 mins outside, bad service, not honest, my cook top is Smeg and they sent this company to come to repair, never use this company! When I cleaned up just found he even didn’t put two screws back, and I found one on the floor and other screw is missing. I am going to buy new cooktop, don’t want him come anymore again.

More than 2 weeks ago, a repair man from your company visited to fix a problem with dishwasher. He promised to return with a part. Many phone calls - all initiated by us - and much useless discussion later, we have no indication if your company will ever resolve the problem. We have no idea if there is a genuine problem. You don't return phone calls, answer phone calls, or emails. So much for your "family values": they obviously don't include basic courtesy.

THE worst company to ever deal with. We have a BRAND new smeg dishwasher and for some reason there is a broken part in the door that needs replacing. Have not even used the dishwasher yet and we’re in exactly the same issue as many others complaining about their lack of communication and follow up despite us calling 20x nobody can tell us when this will be fixed. It’s been 1 1/2 months now and it’s still not fixed. DO NOT EVER USE THIS COMPANY. I’ve spoken to the manager and he’s just as useless. Will be taking this up with the Commerce Commission to complain about their appalling service

Never experienced such terrible service, after many attempts to get through they sent us the wrong product and charged a rip off amount for postage. Don't reccomend

Do not spend a cent with the Jones Family Business! Our Asko oven was purchased from them. The glass door shattered because one of the oven tray arms jammed. It'll cost nearly $550 to replace it and they refuse to accept any responsibility. The glass wouldn't have broken if the oven parts did what they were supposed to! Ironically the slogan of the Asko oven is 'Built to last'.

Terrible service, don’t deliver on time. Lied about the state of their products. Staff seemed miserable and underwhelming. Buyer beware

Sadly I can't give them 0 stars. Misrepresented item (F/F), lied about condition and internal parts (didn't supply egg tray, water line connections etc), item didn't work properly from start. Was promised a technician who didn't turn up for an entire month resulting in us rejecting the item. Don't expect them to adhere to the Consumer's Guarantees Act and refund you the purchase price and consequential losses despite the law stating you are entitled to them. Failed to pick the item up, still chasing them up - more than 3 months since purchase. Manufacturer confirmed the item should come with both water line connections and egg tray - very disappointing that the sales person repeatedly stated it didn't come with them.

This business truly stand behind their brand and provide first class customer service. Andrew went above and beyond for us.