Does Customer Service Exist Anymore?

DetailKitty

DetailKitty

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Ok, sorry but I have a series rant....

I made an appt for a repairman to come out and fix our dishwasher this week.

I called a repair company Monday. They asked if I wanted a morning or afternoon appt. I said morning.

Ok, cool- they said someone would be out between 8am and 12pm Thursday. Fine.

They got ALL my info... phone number, email, address, etc.
The woman I made the appt with said I'd probably get a call the evening before to confirm the appt and to possibly give me a better timeframe they'd be out instead of the 4 hour span. Cool.

Shortly after I hung up the phone I had a confirmation email in my inbox. It confirmed the time and all my contact info. Cool.

So today I used a personal day and took off from work for the morning. I cleaned out under the sick, and got things out of the way for the repairman while I waited....

And waited...

And waited...

At 12:05pm no one had showed. I had not gotten a phone call or even an email.

So I called the company.

ME: Yes, I had a repair appt between 8 and 12 today? It's after 12 and no one has shown up.

THEM: Let's see here... it says you're appt timeframe is between 3 and 5 today.

ME: um, no. I made the appt for the morning. I specified the morning. AND I have a confirming email from you.

THEM: we didn't send that email... that email is from the manufacturer. It's auto generated. We sent you an email last night saying we could not get someone to at the time you requested so we moved your appt to 3-5pm.

ME: I have no such email.

THEM: Check your spam folder.

ME: just did- nothing.

THEM: well sorry, sometimes we can't accommodate times so we have to reschedule.

ME: then why did I make an appt if you were going to show up whenever you could?

THEM: sorry, it just doesn't work out sometimes like this time. That's why we sent the email.

ME: You should have called at least then. I burned half a personal day for nothing.

THEM: that's why we sent out the email.

ME: an email I never got!!!!!!

THEM: so are we still on for 3-5 today?

ME: um, no... I have to get to work.

THEM: do you want to reschedule?

ME: um, No.

THEM: OK, well maybe next time. CLICK.

Are you kidding me here?????
Am I the only one that sees a giant lack of CS here?
I also cannot stress enough how annoyed the woman was I s/w on the phone... she acted as if if was my fault the repairman didn't show up.

:bash::bash::bash::bash::bash::bat::bat::bat::bat::bat:
 
Appliance repair is one of the worst!!!! I feel for ya.
 
Take a DEEP BREATH Monica...........I feel for you.....been in the same bout before.

Was this under manufacturer warranty or a purchased extended warranty?
 
dad07 said:
Take a DEEP BREATH Monica...........I feel for you.....been in the same bout before.

Was this under manufacturer warranty or a purchased extended warranty?
Click to expand...

Neither.... manufacturer AND extended were up in February this year.
 
dad07 said:
Did you contact manufacturer for this repair or a local repair place?
Click to expand...

Local repair place.... which is why the "manufacturer" was sending me an email was weird.
The email suffix was from the place, NOT Frigidaire.

FYI- the company is called MrAppliance.
I recommend you all do NOT use them. I believe they are nationwide.
 
CS does exist, but CS is something that must be taught; it does not come naturally.

I always have issues with the Toyota dealership by my house. An oil change is 2.5+ hours every time, appointment or not. Crazy...
 
They are all messed up. Had to make an appt. for a window repair, national respected mfr., this is "factory" repair. First appt. they have is more than six weeks off, but I say ok.

So the day comes...I have no notification that this is still on. I call first thing in the morning, asking if it is, and I'm told yes. I then ask...um, when? They tell me between 11 and 3, but I'm the last stop of the day, so it won't be before 2. So I go to work figure I'll leave to be home by 2.

12:30 PM I get a call from the service guy saying he's in front of my house, where am I? When I get home, I tell him they told me not before 2, and he goes off on me, telling me they don't know what his schedule is, whether he has any cancellations (which he did apparently), and goes on to say he could have been there anywhere in the 11-3 window, he makes his own schedule/route.

Now, this guy is out of the same location I called on the phone...do you think maybe one hand should have even some idea how the other hand operates? That's why I try to fix everything myself.
 
DetailKitty said:
Local repair place.... which is why the "manufacturer" was sending me an email was weird.
The email suffix was from the place, NOT Frigidaire.

FYI- the company is called MrAppliance.
I recommend you all do NOT use them. I believe they are nationwide.
Click to expand...

I see........now take this for what its worth..........call Frigidaire, (act Dumb, and say something like I JUST realized my warranty has expired) and ask them if they offer another extended warranty for your model. (most likely they will)

Purchase the NEW warranty and wait a few weeks and call for factory service.......and bam it will get fixed quickly.

I have been down this road before many, many times....and if you purchase any more appliances I recommend buying from LOWES and purchase their extended warranty.

example......bought a washing machine from Lowes, something broke called for service and they set up appointment. They were there on time when they said they would be there.......but, after diagnosis they had to order parts.....would take 10-14 days to get them. They gave us a loaner! and Mrs 07 liked that machine so much we bought it and when the original machine got fixed we sold it and was able to transfer the warranty.
 
DetailKitty said:
Local repair place.... which is why the "manufacturer" was sending me an email was weird.
The email suffix was from the place, NOT Frigidaire.

FYI- the company is called MrAppliance.
I recommend you all do NOT use them. I believe they are nationwide.
Click to expand...


Call Geeksquad, they have never let me down yet, whether it was warranty work or not.
 
dad07 said:
I see........now take this for what its worth..........call Frigidaire, (act Dumb, and say something like I JUST realized my warranty has expired) and ask them if they offer another extended warranty for your model. (most likely they will)

Purchase the NEW warranty and wait a few weeks and call for factory service.......and bam it will get fixed quickly.

I have been down this road before many, many times....and if you purchase any more appliances I recommend buying from LOWES and purchase their extended warranty.

example......bought a washing machine from Lowes, something broke called for service and they set up appointment. They were there on time when they said they would be there.......but, after diagnosis they had to order parts.....would take 10-14 days to get them. They gave us a loaner! and Mrs 07 liked that machine so much we bought it and when the original machine got fixed we sold it and was able to transfer the warranty.
Click to expand...

Wow, a rental?

Well this one was purchased from Lowes and it did have the extended warranty.

We actually tried just buying a new one from them earlier but there was an issue with their system and they kept telling us our card was declined. The one person taking the order was being super helpful but the cashier was a total biatch and just insisted it was our card.
We ended up just giving on them because it was an annoying experience.
So that brought us to the repairman instead.

I told the husband he was up, so he called Sears and got their entire home appliance warranty. They will be out next Saturday to repair the dishwasher. If not, we get a $500 credit towards a new one.

Sounds good to me, let's see how it goes.
To be continued...
 
DetailKitty said:
Ok, sorry but I have a series rant....

I made an appt for a repairman to come out and fix our dishwasher this week.

I called a repair company Monday. They asked if I wanted a morning or afternoon appt. I said morning.

Ok, cool- they said someone would be out between 8am and 12pm Thursday. Fine.

They got ALL my info... phone number, email, address, etc.
The woman I made the appt with said I'd probably get a call the evening before to confirm the appt and to possibly give me a better timeframe they'd be out instead of the 4 hour span. Cool.

Shortly after I hung up the phone I had a confirmation email in my inbox. It confirmed the time and all my contact info. Cool.

So today I used a personal day and took off from work for the morning. I cleaned out under the sick, and got things out of the way for the repairman while I waited....

And waited...

And waited...

At 12:05pm no one had showed. I had not gotten a phone call or even an email.

So I called the company.

ME: Yes, I had a repair appt between 8 and 12 today? It's after 12 and no one has shown up.

THEM: Let's see here... it says you're appt timeframe is between 3 and 5 today.

ME: um, no. I made the appt for the morning. I specified the morning. AND I have a confirming email from you.

THEM: we didn't send that email... that email is from the manufacturer. It's auto generated. We sent you an email last night saying we could not get someone to at the time you requested so we moved your appt to 3-5pm.

ME: I have no such email.

THEM: Check your spam folder.

ME: just did- nothing.

THEM: well sorry, sometimes we can't accommodate times so we have to reschedule.

ME: then why did I make an appt if you were going to show up whenever you could?

THEM: sorry, it just doesn't work out sometimes like this time. That's why we sent the email.

ME: You should have called at least then. I burned half a personal day for nothing.

THEM: that's why we sent out the email.

ME: an email I never got!!!!!!

THEM: so are we still on for 3-5 today?

ME: um, no... I have to get to work.

THEM: do you want to reschedule?

ME: um, No.

THEM: OK, well maybe next time. CLICK.

Are you kidding me here?????
Am I the only one that sees a giant lack of CS here?
I also cannot stress enough how annoyed the woman was I s/w on the phone... she acted as if if was my fault the repairman didn't show up.

:bash::bash::bash::bash::bash::bat::bat::bat::bat::bat:
Click to expand...

don't spend your hard earned $$$ on a company that doesn't care. You can also use social media to provide a true and real review for others to consider. Speak up !
 
DetailKitty said:
Wow, a rental?

Well this one was purchased from Lowes and it did have the extended warranty.

We actually tried just buying a new one from them earlier but there was an issue with their system and they kept telling us our card was declined. The one person taking the order was being super helpful but the cashier was a total biatch and just insisted it was our card.
We ended up just giving on them because it was an annoying experience.
So that brought us to the repairman instead.

I told the husband he was up, so he called Sears and got their entire home appliance warranty. They will be out next Saturday to repair the dishwasher. If not, we get a $500 credit towards a new one.

Sounds good to me, let's see how it goes.
To be continued...
Click to expand...


Hope it works out Monica.........I have had the worst luck with Sears (very long story)

Good luck!
 
I feel your pain. Ive had some run ins with maybe 4 electricians in the past 2 months. not many people take pride in what they do anymore. its just for a pay check.
 
This is how corporations and their bigwigs screw everyone. They treat customers poorly and then put working/stiffs on the front line reading from scripts, so that they're the ones that receive all of the negativity the corporation has generated for itself.

The only chance we Consumers get to scream at the CEOs is at the annual shareholders meeting...(where they seem to enjoy the attention)...before you are tazed, hauled out of the convention center, and shot---shot dead on the spot!!

Bob
 
As someone who is dealing with issues on a still covered by manufacturer warranty gas range I feel like appliance repair in general is a joke - a long, terrible, unfunny joke with no punchline.

Before buying the range I did quite a bit of reading, and it seems appliances in general are garbage these days. So the garbage quality appliance will inevitably need the garbage quality service.

Because everyone seems to hate their ranges I did something I almost never do - get the extended warranty. Given the quality of appliance repair, I probably would have been better off lighting my money on fire; you could say that about extended warranties in general, I suppose. At least under the extended warranty they replace the appliance if they can't fix it in 5 tries, or so they claim.
 
A&E factory service is the worst! They came at least 6 times to my house to repair my washing machine,they actually left once and said it was repaired,BS I had his cell # he refused to answer my calls. Called the manufacturer and had a new machine in a week! They never sent the same guy twice,everyone worst then the other!
 
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