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TREMENDOUSly poor customer service, EXTRAORDINARY excuses, ETERNAL “will call you back in 5 minutes”, COMPLETE let down I don’t normally do reviews and really didn’t want to do one considering this is a local independent but experience has been so bad that I have to. I moved to Stokie over 40 years ago, don’t think RGA have been there that long but feels like they have been, hard to miss, opposite the police station and next to the bagel shop. First contacted RGA in the beginning of February, grill on my oven had stopped heating, the fan would come on but the element itself remained cold. Common range cooker brand, 7 years old and other than the grill, everything else working. I was quoted £95 (including callout) to fix. The engineer came around next day, checked the grill and said the element had gone, simple to replace. I paid the call out fee and he said would be in touch once they can get the element. 2 days passed and nothing back so contacted RGA and Sam he said that would check with his engineer and call me straight back. I ended up calling 2 further times that day (never got a call back at any point). Called back the following day (9th of Feb), Sam apologised and said that they/his engineer couldn’t find the grill element. I told him that I was sure I had seen it online and within 60 seconds of a google search, had found 3 different suppliers including the cooker MANUFACTURER. I sent the details over to Sam, who checked with said engineer and confirmed the part was correct and asked me to purchase directly, which I did. The engineer was now asking for £65 to fit the element, increase of £20…considering I had paid the call out and they probably hadn’t accounted for parking fees…I agreed. The engineer came round (15th of Feb), fitted the grill in 10 minutes, turned the grill on and nothing…fan started up as previously but the new grill element was still cold. Engineer then said that it wasn’t the grill element, it was in fact something else that had gone (grill selector switch?). Advised that he would get the part (would take 2-3 days), not to worry that he would take care of it and asked me to call him directly and not to bother with RGA. A week or so had passed, nothing back from engineer so trying calling….no answer so sent him a whatsapp text (23rd Feb), which he read but didn’t respond to. I was then away for a few days and when I returned, tried calling the engineer (1st Mar, surprise no answer) and text again…and this time received a response saying that he had ordered the part, it was showing as delivered but that it hadn’t been received so there was an investigation as to what had happened….ummm. Sent him a couple more texts over the next few days, then finally responded on 8th of Mar asking me to contact Sam at RGA, he was aware of the issue. Contacted Sam, no a clue who I was let alone of the issue. Advised that he would speak to the engineer and find out what the issue was…would call back in 5 minutes…. No call but an email later arrived saying that the grill selector switch was needed, could I order the part and they would fit. I responded saying that I don’t know what to order, could he send through the part number, which he said he would get over to me shortly. You would think was fairly straight forward considering that there was an ongoing investigation into the same part that had gone missing, still no part number as of the 23rd of March. Again, don’t like writing this against a local established independent but whole experience has been nothing short of shocking and considering the overall ratings they have received, makes me question if they are all genuine.