|
|
Review 5/11/2010
|
|
Below is the letter I wrote to Captovis. They handled the repair of my television that was under warranty by Circuit City.
To Whom it may concern,
I am writing to make you aware that the service I have received from your company and your employees has been the worst I have ever experienced.
My ticket started on April 7th. It is now May 11th and my TV is nowhere near fixed.
From the beginning the wrong address was put on my ticket. In my initial call I gave the correct address but it was not updated on my ticket, causing a delay in finding a tech.
Next, was the only good service I have had. The tech (I believe it was Tony) came out and diagnosed the problem and ordered the parts. He was on time (albeit the appt had been delayed by the initial problem) and cordial.
Next, I received my parts and a new tech came out. This tech told me up front that he did not like working on TV's and he wished he could just work on network services. He also explained he didn't know much about what he was doing. From the beginning he thought the parts looked wrong but when he called the check he was told they were "new updated parts" and to put them in.
The parts that had been ordered turned out to be incorrect and did not fit. All of them were then shipped back and new parts were ordered. While that tech was figuring this out, he broke a cable in my TV so that had to be ordered as well. Even if the right parts had been ordered, my TV still would not have worked until the new cable could be put in. Essentially your tech came out and left me TV in worse shape than he found it.
I was told the correct parts weren't being made anymore and that another company would check one last time to find them. They did find the parts and they were to arrive on 5/9. This is now over a month from the initial contact.
A box of parts arrived on the 7th and I called to let you know they were here. I was told I would receive a call to schedule a tech. I never got the call and when I called back to find out why, I was told some of the parts were on back order. I had to call you to find this out. I should have been told this from the beginning or as soon as you knew that it would take longer for them to arrive.
The parts are still not here as of 5/11 and my TV still does not work. I have never received any calls to update me on the status of my ticket. When I have called and have been told the rep would call me back, I have never been called back. The system you have in place to order parts and then schedule techs is inefficient and causes weeks of delays.
This is just a list of highlights, I could go into more detail but don't see the point. Both techs told me they almost always arrive at a job only to be confronted by an angry client and they have been surprised that I have been as nice as I have. Again, I want to reiterate that this is the absolute worst service I have ever received from any company I have ever dealt with. I will make this letter public and will also follow up with the warranty company to let them know how incredibly disappointed I am.
Obviously, I would get as much info as possible from the beginning if you deal with Captovis. I am usually very understanding and tried to be throughout this process but the service I received was so terrible that I have to make it known.
David
|
|
|
|
|
|
|
|