Something must have happened to this company in the last year. Two years ago it was getting many ratings of 10. This year, out of 29 reviews, it has received 26 zeros. That’s a lot of frustration. Unfortunately my experience involved a lot of frustration as well. Oliver, the technician, did a good job of repairing two elements on my electric stove. However, as he was leaving I noticed that an indicator light was still on, even though all the elements had been turned off. He told me that the indicator light was still on because one of the elements was still warm. Then he left. The indicator light stayed on and has never gone off. So he left a problem in the functioning of the stove that wasn’t there before. I contacted him to find out when he could to come back to fix the problem. He wasn’t sure he could without charging me for another service call. I found this absurd as this was a problem that wasn’t there before he came and “fixed” the stove. I then phoned the company and explained my problem. After some delays I was told that Oliver could come on Sunday. I was to leave a 4 hour time slot open for this. I explained that I could only stick around for 2 hours as it was a very busy day for me. The young woman on the phone told me that it was not possible to decrease the window of time I would have to wait. When I asked to speak to the manager, she impatiently said, “Well, if it means that much to you, I can make it 2 hours.” In the end it didn’t matter what she said because I waited around for 2 hours and Oliver never showed up and never phoned to explain his absence or to apologize and book another appointment. So I phoned up the company again and said I would like to speak to a manager. The young woman told me Robert was “currently out of the office” and would be getting back in touch with me. I never did get a phone call from him, but 4 days later, he sent me an email which read,
“Unfortunately, we do not provide any kind of warranty on parts that are not ours nor for misdiagnose done by someone else.
We can definitely book a NEW appointment which will be a service call, and if you decide to repair then the NEW service call will be credited towards the repair.”
This promise for the NEW appointment is simply what is on their webpage for all service calls if you follow through with the repair. (By the way, for the initial problem I did follow through with the repair and I was still charged for the initial service call, so that’s just false advertising.) His email did not address the fact that Oliver missed the appointment, (without explanation or apology given) or the fact that the problem with the light did not exist before he showed up.
Looking back on it now, I realize that the problem with the light just exposed the much bigger problem with the service department. That is what needs to get fixed. Rating:
