Repair to Perlick Outdoor Fridge by Home Appliance Repair
I have a Perlick fridge (which I would never purchase again)...I called HAR on June 27th to get someone to look at it....got a voice message saying they would call me back....finally made contact on June 28th and they said the service man would call me to set up an appointment. I requested a morning appointment.
I got the call from the serviceman...he brusquely told me he doesn't work mornings! He told me to call back to the customer service and request a morning which I did the following day. We agreed to meet on June 30th. The technician looked at the problem charged me 169 dollars for the call (despite having been told a service call was $110) and said that HAR would advise me regarding the parts. As of july 7th I had not heard so I called HAR....stayed on hold for 20 minutes...spoke to a person who said she would transfer me to parts where I spoke to a lady who told me that she would have to speak to the technician (parts had not been ordered nor did she know what was required). I asked to speak to the President and or manager and was told that they would call me back...I convinced her to switch me to the mangers line and I got a voice message.
I received a call back from the parts lady telling me that I needed two parts. A temperature probe $100.80 and a Fan motor for $225.
Total $325 CDN
They needed my approval to order the parts....ONE WEEK later...If I hadn't called when would they have ordered the parts?
I asked her to send me the parts number which she said she would....half hour later I am still waiting...
I called a Perlick for parts who put me to Partstown and they were able to connect me to a Perlick technician who identified the parts numbers ....the total parts come to about $225 Cdn.....and that's retail...I am sure HAR gets better break on the parts prices than a guy phoning up would so think about how they are gouging me and taking their time to do so....in fact I would not even had gone this route if they hadn't taken so long...shameful
Good news is that I will have the parts within a couple days and the fridge will be working later next week...
HAR when you phone make a very big deal about their superior customer service and making a great day for their customer....but sometimes a company has to do more than talk the talk...they need to walk the walk to make my day a great one!
- Approximate cost of services:
- $169.00
- Company Response
Paul, we are sorry about your experience. We would like to set the record straight Perlick had nothing to do with this situation. Perlick is a highly recommended successful brand that we support technically. The problem in this case is with certain elements of our service. It is not uncommon to have delays in communication in periods of heightened demands, and we did respond as soon as we were able to. Concerning your specific time request in the am and the pricing the technicians behavior was inappropriate. This call was created by one of our newer agents who quoted an inappropriate price. As per company policy, the technician should have reported to the office with regard to the incorrect pricing and that he could not accommodate the time request. The office would have provided an alternative. Concerning the parts price I am sure you can appreciate parts mark up and overall pricing is dependent on a number of things including the cost of doing business, it not strange to find different pricing from various suppliers. Home Appliance Repair Inc. does indeed deliver great service if fact we are the recipient of the 2015 Consumers Choice Award for Service Excellence in the Greater Toronto area in the appliance repair category. Heck ! we failed on this one and are truly sorry. We want to redeem ourselves with you please expect a from our duty manage to discuss this.