丽贝卡接了电话。我询问了报价。她坚持要求技术人员出来检查。我知道他们想赚钱,但当我告诉她我需要报价并可以给她冰箱的型号和零件号时,她仍然坚持必须有技术人员出来查看以确保这是零件号。抱歉,我不会支付 79.95 美元让人检查我是否可以阅读。我想要一份报价,看看我是否会使用它们。当我要求她检查零件编号并给出报价时,她断然拒绝了。所以,我要求找一位主管。随后她迅速挂断了电话。我试图回拨电话,但电话转到了语音信箱。有史以来最不专业的维修服务体验。我打电话的唯一原因是我没有氟利昂抽空机。我自己可以做到这一点。
经理回复更新:我们要求找主管,但电话没电了。高度怀疑。向我提供查找零件的方法并不能让我估算您的费用。我询问了更换压缩机的报价。我有零件号。不难。你的公司只想快速赚到 80 美元,因为大多数人不想把钱花在维修上。我知道这可能要花多少钱。至于我和我妻子如何与你们的 CSR 交谈,询问报价,并试图提供零件号,却被打断并告诉服务技术人员必须确定零件号,这是一种侮辱,因此要求主管是正常的。然后挂断电话,或者正如你所说的断开连接,那就是糟糕的事情。是的,当线路接通并要求留言时,这是语音邮件,而不是自动应答服务。说实话,告诉我我的妻子很粗鲁,关于与顾客交谈,你有很多东西需要学习。你是对的,我们最好不做生意,我一定会让我认识的每个人都知道我的经历。
Accredited Appliance of Arizona, LLC 回复2020-12-09Hi David,
I am the manager here at the company. I just spoke with you on the phone. I listened to the recorded call and spoke with the CSR, I am aware of the situation. I would happy to share the recordings of the calls with you as well.
There are a few things that I addressed with you on the phone today:
The CSR did not hang up the phone on you, the phone was disconnected. We are not sure why this happened. I did promptly call you back to discuss the situation and to clarify any misunderstandings. You called back and thought it was the voicemail and hung up on us, even though it was during our automated call recording message.
Our CSR is accurate in stating that we don't do quotes over the phone. The reason that we don't do that is that the technician has to physically diagnose the unit in person with his testing equipment, there is no way for us to do this over the phone.
You wanted part availability based on the part numbers that you thought were needed on the unit. I offered the local parts vendor's information to you so that you could access this information. You refused to take the information.
When a customer claims to know exactly what is going on with a unit, it is our company policy to confirm the diagnosis by having our technician physically diagnose the unit so that way we are not ordering parts or confirming a repair that may or may not be needed. We are not denying or discounting your intelligence by wanting to confirm the issue of the unit by diagnosing it with our own technician.
Repairing the unit is always our goal! No need to worry about a service call fee if repairing the unit is your goal as well, seeing as the service call fee is waived with every repair.
The way that you and your wife spoke to our CSR and me was unacceptable. At the end of our phone call, I stated that it is in our best interest to split ways and not do business together. You agreed.