In a quite stunning situation, I've seen this amazing family of caring individuals essentially turn and bite back over what could be, and likely was, a mistake on one individuals part.
First I want to reaffirm how amazing these people typically are. We have always felt good about their services, and happy to give them our hard earned money.
However, I STRONGLY recommend that customers document what is said and most importantly, what is done. It is frankly a bad idea to volunteer a date for a repair which the serviceman should've known was unrealistic, because, in a customer service industry, it's better to over estimate than under estimate a date. This would be seen as no more than a minor inconvenience if not for the fact of what followed. Suffice to say that if you disagree with the claims of one employee, the others will likely insinuate dishonesty on the customers part without EVER considering that the fault may lie in communication. Let's just say you cannot "diagnose" things without messing with the wiring and removing wire caps to test with a meter, and it doesn't matter if you swear up and down and all around that you CLEARLY observed said employee doing something that you as the customer are being accused of doing yourself. I understand they are literally a family, but nobody is infallible, and even brothers can make mistakes and be mistaken. It's simply a bad idea to treat a customer as if they are lying simply because you trust your family, again, mistakes can be made. I PERSONALLY watched(as well as one other who momentarily observed the following) a serviceman remove every wire cap, manipulate wiring, test said wiring with a voltmeter hung from inside the unit, and test the circuitry of the board, which in my opinion constituted "messing around in the unit" however, despite firm insistence that NOBODY ELSE had messed with that portion, I was told I was wrong, "someone" had to have messed with it, and due to family relationship, it simply COULDN'T have been anyone else BUT us as the customer. The accuser refused to elaborate as to what was "messed with" and refused to call the original serviceman back to double check for a CERTAINTY that he hadn't in fact sat in front of the unit and himself removed aforementioned wirecaps, fiddled with and tested wiring, and more.
Simply put, wonderful and amazing people AND service, just dont put yourself in a he said he said situation, they will NOT believe you, nor even give you enough credence to double check whether or not a mistake in communication on their part was made or that perhaps a mistake in general was made. read more
