Thu 01 February 24

Glen Dimplex Home Appliances and Pacifica announce after sales appliance repair and customer service partnership

Glen Dimplex Home Appliances (GDHA) will partner with Pacifica to deliver its UK after sales repair and customer service.

As part of its wider business transformation strategy, Glen Dimplex Home Appliances (GDHA) will partner with Pacifica, the leading independent provider of Domestic Appliance Repairs in the Major Domestic Appliance (MDA) market, to deliver its UK after sales repair and customer service.

GDHA has already communicated its intention to partner with a leading, international appliance manufacturer to deliver a new, high quality product portfolio. Delivering a best-in-class consumer journey is a critical pillar to GDHA’s overall business transformation and the decision to partner with Pacifica meets this key objective.

Undertaking more than 350,000 appliance repairs every year, Pacifica is well placed to support Glen Dimplex Home Appliances’ customers and its long-standing and highly respected brands, Stoves and Belling.

Through this exclusive partnership, the majority of GDHA’s appliance service engineers and regional managers, along with customer service personnel and support staff will be transferred to Pacifica and integrated into its UK workforce.

Currently employing 460, with a team of more than 250 appliance service engineers, Pacifica, which celebrated its 20th anniversary last year, works closely with high-profile brands and insurance providers, delivering repair and maintenance services nationwide.

Alongside Glen Dimplex Home Appliances, Pacifica works closely with manufacturers such as Electrolux, Sony, Hisense, Vestel, Howdens, and LG, along with major retailers including, Argos and Shop Direct.

Pacifica has also developed proprietary IT platforms, which are integrated into its customers’ repair processes, which will enhance the service received by Glen Dimplex Home Appliances’ customers.

Peter Brooke, Managing Director of GDHA, said: “Our partnership with Pacifica is a key element of our business transformation. We have chosen them carefully to ensure that we deliver on our promise of offering a best-in-class consumer journey. We have been impressed with their professional service and look forward to a successful partnership.

As a business, we continue to transform to ensure a healthy, sustainable future for our brands and people, by offering our consumers exceptional products and after sales services.”

Kevin Brown, CEO of Pacifica, said: “We are exceptionally proud to form this new relationship with Glen Dimplex Home Appliances, which further emphasises the position we have secured in the MDA market over the past two decades.

“Glen Dimplex Home Appliances and its brands, which are household names, has an excellent reputation in the industry and we’re delighted to secure this exclusive outsourced agreement be selected as its appliance repair and customer service partner.

“We’re looking forward to welcoming our new colleagues, who bring with them many years of experience and product knowledge, into the business and supporting them in their career development with Pacifica and we continue to provide our customers and their consumers with the highest levels of service and expertise.”