Customer service

[rgkv]

Have a furnace problem. Called home services since it is under warranty. Make appointment 3 weeks ago for today between 8 and noon. Yesterday received a message on my phone that not to forget that they would be there between {NOW} Noon and 4, already booked the morning off so now I lose a whole days pay. Got a phone call around 1:30 this afternoon.
" Hi!!! what seems to be the problem" .... I explain to him what I hear...."OK, I know what it is, I will order the part, you will hear from the office in a few days..have a nice day" CLICK.

 

[demien2k5]

Don't be a doormat. Call them back and raise royal shit till you get what you need.

 

[demien2k5]

well almost guaranteed he wants his days' pay and they aren't likely to cough that up

I agree though, I'd absolutely call and speak to a manager, you might prevent them treating someone else with that little respect.

True, but if he makes a big enough stink of it, they may agree to discount any parts or service costs in an effort to appease and offset the loss. Nothing ventured, nothing gained.

 

[peter4025]

Op, find the name of the CEO. Find his email and write him a letter with an invoice attached for you lost wages.

 

[Titalian]

Its too bad, we need to be so dependant on these maintanance companies.
Where a little ingenuity on your part, can go a long way.

 

[demien2k5]

agreed ... but it's a warranty issue that's probably not costing him a penny... just his time and frustration

Not everything is always covered by the warranty. Why just the other day I called up a well known agency and asked for advice on who to see. The phone person easily named her reco and off I went. Session was horrific, so I called back and said 'WTF! THAT was your best advice!? I want satisfaction!' Phone person said 'You asked for advice, right? Well, here at XXXXX, ADVICE is FREE, but THINKING is EXTRA! Sorry hun, but I think you're outta' luck!' :frusty:

 

[rgkv]

agreed ... but it's a warranty issue that's probably not costing him a penny... just his time and frustration

This is true.. but that lost time was worth a couple of hundred...

 

[gcostanza]

well almost guaranteed he wants his days' pay and they aren't likely to cough that up

I agree though, I'd absolutely call and speak to a manager, you might prevent them treating someone else with that little respect.

They don't want to pay him his day's wages?
That's fine, extend his warranty by a full year.

 

[Celticman]

When I bought a house in Durham ten years ago Bell failed to show up twice, and gave me a thinly veiled "who cares" on the phone. I took them to small claims court for a days pay. Won. Did not need the money, but I was not going to accept a level of service that had gone beyond bad with a side order of attitude.

 

[Cassidy-Jasmine]

Honestly, they forgot about you and probably triple booked....Get someone to come in and look at the furnace though, not just guess on the phone...you don't want to mess with something that produces heat and has a pilot light (fire).

 

[checks]

Have a furnace problem. Called home services since it is under warranty. Make appointment 3 weeks ago for today between 8 and noon. Yesterday received a message on my phone that not to forget that they would be there between {NOW} Noon and 4, already booked the morning off so now I lose a whole days pay. Got a phone call around 1:30 this afternoon.
" Hi!!! what seems to be the problem" .... I explain to him what I hear...."OK, I know what it is, I will order the part, you will hear from the office in a few days..have a nice day" CLICK.

If you have to wait 3 weeks when it isn't even cold out, how long will the wait be when we are in the dead of winter? You need to find a new service company right away. Kick these clowns to the curb, and don't sign a service contract. Just do COD. Much easier.

 

[rgkv]

If you have to wait 3 weeks when it isn't even cold out, how long will the wait be when we are in the dead of winter? You need to find a new service company right away. Kick these clowns to the curb, and don't sign a service contract. Just do COD. Much easier.

Called the company who I purchased the furnace from. This is the service department covering warranties'.....
Furnace is only 3 years old with a 10 year parts and labour warranty

 

[checks]

Called the company who I purchased the furnace from. This is the service department covering warranties'.....
Furnace is only 3 years old with a 10 year parts and labour warranty

Anybody can warranty the furnace if it is a manufacturers warranty. Unless you paid for an extended warranty from the installer? What kind of furnace is it? Just call someone who is authorized to repair that brand.

 

[rgkv]

OK hows this now.... Just got a call at 5:15pm.........It was a recording, "Hello, this is service company, just calling to confirm your appointment for tomorrow between 12 and 4...goodbye"

This is such bullshit!!!

 

[rgkv]

Well here it is weeks later....Furnace hasn't been touched. Second appointment was made, they were to show up between 8 and 4. At 4.10 received a call from the service man and he said to me " Oh, didn't they call you and tell you the wrong part came in"..........." they will call you back, have a nice day" click.
I have been assured 5 times, if not 6 , I have lost count, that a manager would call me as per my request. One time actually it their suggestion, got me to hold for a minute, came back and told me the manager would phone me within the hour, right after lunch... Never heard nothing.
Phoned and told my story minimum of 10 times, called a couple of days ago, was told by the girl she has no info on me????
Was told manager would call, never heard, called again, appointment department was going to call me right back to set it up, never heard anything..
Never mentioned before but I am pissed... this is SEARS.......