miserable customer service and felt I was being taken for a ride
This customers used dryer was looked at the day after he called. A service technician was sent right out to his home at no charge to him. Our cost of the electronic board it required was worth more than the he paid for the dryer so he was offered a complete refund or he could exchange the machine at no charge to him. He picked up the unit because he did not want to pay the $75 the delivery service would charge him to deliver it, But he was not only expecting us replace the unit at no charge but to also pay the delivery service $75 to bring him out the new unit and another $75 to remove and return the $200 dryer he purchased. Again, he was offered a complete refund or a replace machine at no charge.
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Thank You! I will pass your comments onto the sales & delivery staff.
Well .... obviously we just couldn't make this customer happy no matter how hard we tried and I truly believe we tried. The serviceman bent over backwards for her, rescheduling and canceling previously booked calls so he could get out to her dryer as soon as possible, the office scheduled her recall as soon as possible, the receptionist would contact the service tech immediately to get her all the info she insisted on having ASAP and she was "not charged anything for the second call" even though it was not related to the burnt out element on the original service call.......
The original call was on a Thursday for a dryer "not heating" which was a burnt out element, the service tech replaced the element and the dryer was heating properly when he left and still continues to heat properly. The customer phoned on Saturday to advise us that the dryer was not working properly. Our service dept is closed on Saturday but the parts dept is open and the parts person advised the customer that we could not help them Saturday but would have the service tech call her Monday morning and he could see if he could fit her in as we were already booked for Monday & Tuesday but we would try to fit the call in for her. The customer phoned early Monday morning demanding that we dispatch a service tech out immediately. We promised to have the same service tech she had been happy dealing with previously as soon as possible in the early afternoon and that it was absolutely not possible for us to have someone out immediately. She told me I had to have someone out ASAP or she would be report me the the BBB and that she worked there and she would also call her lawyer. The service tech arrived early PM and found the Blower on the dryer and the vent Blocked with and extreme amount of lint etc. She did call the receptionist ask for the manager but he was not in the office and that is al she was told ( She was not told she could not have any contact info all of which is on the internet anyways???). The receptionist contacted the service tech immediately on the other line for the customer to find out what time the tech would be there he told her he would call the customer right away and set a time up with the customer directly so there would not be any miscommunications again. The customer continued to complain to the receptionist about her dryer and other none related problems she was having in her life. She kept the receptionist on the phone for such along time that the service tech called the office back stating he could not get through to the customer questioning if she was still at home, that is why the receptionist suggested that "maybe if you get off the phone the repair man will call you and you'll find out what time he will be there." The final result of this long story is... the unit was repaired again for a "different problem" this time as soon as we possibly could and the "customer was not charged anything" ..... and she is still not happy??