putting the customer back in customer service
WARNING: very whiney post to follow
We're having a washer issue at the house. About 7 (as best as we can remember) years ago, we bought a new front loading washer. They were (and still are) quite the rage. They use less water. They get clothes cleaner and they are easier on the fabric. We love the thing, or did, until about a week ago. There is a switch in the door that closes when the door shuts, allowing the washer to run. That switch broke. The door will stay shut, but the electrical circuit to make the washer run doesn't make the necessary connection. You can make the washer work, but you have to sit there with it, pushing the door shut to keep that connection intact...for each load. You can imagine how much fun that makes laundry.
So we called a repair place. I wouldn't mention names but they dropped the Roebuck part of their name several years ago. It seems that's not all they dropped. They told us they could come out Thursday (yesterday)...somewhere between 8:00 a.m. and 5:00 p.m. (nice time window)...and they'd call two hours before they show up to make sure someone was home.
Lucky for us, mom-in-law is still at our place and can hang out....all day...and she does. She stayed there and at 4:45 p.m., she called the wife. She hadn't heard anything from anybody and the guy has 15 minutes to show up, let alone call before he shows. The wife makes a few phone calls and gets, "He's running late." Oh really? Never would have guessed that.
Mr. Repair Guy finally shows up (without calling prior) at....6:30. He stays 15 minutes to say he can't fix it because he doesn't have the parts, but it'll cost $350 to fix. Oh, and here's the $59 bill for this 15 minutes so I could tell you it'll cost another $350 to fix in person. Yeah, we needed that news from you...because nobody could tell us this when we called about the problem.
Who the hell are these people and why do they get away with this shit? You cannot tell me someone didn't know...days ahead of time...that there was no way in hell this guy would be knocking on our door before...ohhh...three in the afternoon at the absolute earliest. Why was it necessary for someone to sit at the house at eight in the morning? If mom-in-law hadn't been at our place, either I or the wife would have unnecessarily blown off a day of work so someone could not come to our house 'til well after quittin' time. Has customer service sunk this low? Everywhere? I hope not, because while I won't be calling Roebuck's ex-partner again anytime soon, I'm hoping someone else can improve on their dismal idea of a repair business.
If anyone out there is looking for a place to make their mark. Learn to repair appliances and actually treat people like people. You'll run these guys out of business in a heartbeat. They have a big name behind them, but they've lost sight of the fact that they are a service industry.
Oh, and we'll be buying a new washer, since it'll cost between a third and a half the cost of one to get ours fixed..and Kenmore...is not even on the radar screen.
We're having a washer issue at the house. About 7 (as best as we can remember) years ago, we bought a new front loading washer. They were (and still are) quite the rage. They use less water. They get clothes cleaner and they are easier on the fabric. We love the thing, or did, until about a week ago. There is a switch in the door that closes when the door shuts, allowing the washer to run. That switch broke. The door will stay shut, but the electrical circuit to make the washer run doesn't make the necessary connection. You can make the washer work, but you have to sit there with it, pushing the door shut to keep that connection intact...for each load. You can imagine how much fun that makes laundry.
So we called a repair place. I wouldn't mention names but they dropped the Roebuck part of their name several years ago. It seems that's not all they dropped. They told us they could come out Thursday (yesterday)...somewhere between 8:00 a.m. and 5:00 p.m. (nice time window)...and they'd call two hours before they show up to make sure someone was home.
Lucky for us, mom-in-law is still at our place and can hang out....all day...and she does. She stayed there and at 4:45 p.m., she called the wife. She hadn't heard anything from anybody and the guy has 15 minutes to show up, let alone call before he shows. The wife makes a few phone calls and gets, "He's running late." Oh really? Never would have guessed that.
Mr. Repair Guy finally shows up (without calling prior) at....6:30. He stays 15 minutes to say he can't fix it because he doesn't have the parts, but it'll cost $350 to fix. Oh, and here's the $59 bill for this 15 minutes so I could tell you it'll cost another $350 to fix in person. Yeah, we needed that news from you...because nobody could tell us this when we called about the problem.
Who the hell are these people and why do they get away with this shit? You cannot tell me someone didn't know...days ahead of time...that there was no way in hell this guy would be knocking on our door before...ohhh...three in the afternoon at the absolute earliest. Why was it necessary for someone to sit at the house at eight in the morning? If mom-in-law hadn't been at our place, either I or the wife would have unnecessarily blown off a day of work so someone could not come to our house 'til well after quittin' time. Has customer service sunk this low? Everywhere? I hope not, because while I won't be calling Roebuck's ex-partner again anytime soon, I'm hoping someone else can improve on their dismal idea of a repair business.
If anyone out there is looking for a place to make their mark. Learn to repair appliances and actually treat people like people. You'll run these guys out of business in a heartbeat. They have a big name behind them, but they've lost sight of the fact that they are a service industry.
Oh, and we'll be buying a new washer, since it'll cost between a third and a half the cost of one to get ours fixed..and Kenmore...is not even on the radar screen.
John put this out here at 11:14 AM
1 Comments:
I misread the title..thought you said "Wine."
It's good to wine sometimes...especially with good cheese.
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