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Worst Customer Service
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This is involving not only Smith Brothers, but Appliance Servicers Union, and Independent Whirlpool Appliance Care (all apparently one and the same). I called on a Sunday due to a leaking refrigerator, and even though listed as 24/7, they do not have technicians working on Sundays. An appointment was set up for 11-3 on Monday. I received a text at 6:30am on Monday that the technician is busy and the appointment needs to be moved to 2-6 or rescheduled for another day. I respond that 2-6 is fine. I receive a call from the technician at approximately 4:45 letting me know that he will be there around 5:30. He notes that it is regarding a leaking refrigerator, but doesn't mention anything about turning water on or anything. So of course, he gets there and the fridge is not leaking. I turn the water back on and since it does not immediately start leaking, he says that I can call the company if it starts to leak again and since he'll be in the area tomorrow, he can come back by - and charges me $120 for nothing but looking under the fridge.
Of course, it starts to leak shortly after he leaves. I call the company and they schedule him for Tuesday 11-3. By 2:15, I have not heard from him, so I text the company and they respond that they have left him a message and requested that he contact me. Thirty minutes later, and I still have not heard from him. I text the company again, and they said they have done all they can. I text the number that the tech had called from the day before, and finally hear from him at 2:55 that there are a few customers in front of me and that it will be later. I ask if it will be before or after a certain time (in the hopes I could run a quick errand) and the response I get is 'after'. No apology, no explanation, nothing. I text the company noting that due to all this hassle, it would be nice if something could be done. They tell me to talk to the technician since they have the authority to do discounts.
I text the technician at that point and simply say that once we figure out what is wrong and start talking costs, to please let me know how I can be compensated for the hassles. The text I receive back says 'I can't do that.' I respond that per the company, he has the authority to do so, and note the issues I have had between scheduling, lack of communication, and no instruction. He calls at that point and starts giving every excuse possible and how these issues were my fault. I counter every excuse, and he starts to interrupt me, raising his voice, so I interrupt right back to make my point. I finally say that this is the sh*ttiest customer service I have ever had to deal with and he says 'you're just a sh*tty customer.' I hung up.
I call the company to explain what just happened and am told that they will get a manager to call me. About 30 minutes later, the manager finally does and when I told her what he called me, she says 'well, we know him, and he wouldn't do that, he must have been provoked.' I canceled that appointment (as they had no other techs in my area) and got my money back. DO NOT BOTHER. Oh, and tech is Jacob, license #A45577.
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