I need to preface this with the fact that we used The Appliance Guy last year shortly after our…read morepurchase of the Whirlpool refrigerator (from Lowe's) when the ice maker on the new fridge malfunctioned (broke). The young man who came out was courteous, and said he needed to order a part for the ice maker and would come back to fix it. He told me to call them ahead of time when I was coming back to our condo, and he would install the part. I told him it might be a couple of weeks before we could be back to our condo (in Florida) since we live 4 hours away. He told me that was no problem, just let them know.
He installed the part on our next visit to Florida, and the ice maker worked for a while.
A week or so ago the ice maker broke again. If you have never dealt with warranty service through a large company for warranty work, it is a bit of a hassle. You have to get to the correct person; have your receipt handy, as well as the make, model and serial number of the appliance, etc. It can take several phone calls, and a good bit of time. They set you up with a local company for repair, and then you deal with them.
Since the ice maker was broken again, I started the repair process through Lowe's Service Department and was (again) directed to The Appliance Guy for the service call to repair our refrigerator in our vacation condo. The repairman was to arrive between 8 - 11 AM. Due to heavy rain, I received a call from their "customer service" rep, Kristin and was told that the repairman could not make it due to some local flooding. She told me we would have to re-schedule and I agreed to be back in a week or so for the repair. Kristin told me to let her know a few days ahead of time, and we could re-schedule the appointment. [Previously, a couple of days noticed was all they needed].
The following Monday, I called the number on my home phone history (850 area code that I was confident was the number for The Appliance Guy) to re-schedule the appointment for the next Monday. Kristin answered the phone and told me she had cancelled that service call, and that I would need to start over with Lowe's Service Department to set up the "new" service call. She added (annoyed) that I had called her cell phone, which I didn't know was her cell phone, and would not have had the number if it hadn't been on my home phone history of calls. I asked her if I should call the toll free number and she told me she would answer that phone too. She was extremely rude.
I asked her why she had cancelled the work order and she told me that they didn't "hold" service calls for a week. I reminded her of our conversation the week before (when they didn't show for the service call) when she told me to let her know the next week when we would be back at our condo, and we would set up a new time for the repair. She told me to call Lowe's, end of discussion.
I did call Lowe's in Ft. Walton Beach, spoke with a manager and explained what had happened. I gave her the purchase info: Make, model, serial number and warranty number of our appliance. The Lowe's manager told me she would handle the service call set up with The Appliance Guy. I also told the manager, that Kristin was so rude and dismissive, that I wouldn't be surprised since the next Monday was convenient for me, that she would say that day didn't work for The Appliance Guy.
Later, I received a call from Lowe's Service Department who informed me that The Appliance Guy rep had REFUSED to set up a service call to repair our refrigerator. They set us up with another local repair company.
I wonder if the owner of The Appliance Guy knows that their business depends on the whims of a young lady with a bad attitude. I was very nice to Kristin, amazingly nice for how rude she was to me. It's hard for me to believe that I am the only customer/potential customer their customer service rep has cost them.
If it was my company, I would want to know.
