Extremely Poor Service and…
Extremely Poor Service and Communication I have now dealt with this company twice for the same type of service, and both experiences have been extremely frustrating and unacceptable. The first time, my appointment was cancelled because the technician assigned to the job apparently did not have the knowledge or experience to perform the work. I had to start the process all over again. Today was no better. I was given an 8:00 a.m.–12:00 p.m. appointment. A technician called and said he was on his way, giving me the 30-minute notice I had requested. Just before hanging up, he asked how much the service would cost. I told him it was covered under warranty, as confirmed by your office. There was an awkward pause, followed by, “Okay, I’ll be there in 30 minutes.” More than an hour later, at 11:48 a.m., he still had not shown up. Instead, another technician called saying the service call had been assigned to him and that he could arrive in approximately an hour. When I explained that we were already waiting for another technician, he claimed the first technician was running late at another appointment. That explanation does not add up. The first technician had already called me and explicitly said he was on his way. So which is it? This is not a scheduling inconvenience — it is a complete failure of communication, coordination, and customer service. Customers should not be expected to sit around for hours, rearrange their schedules, receive conflicting information from multiple employees, and then still have no idea whether the service will actually be completed. Even worse, this is not the first time we have had issues with technicians who either do not show up or arrive without the knowledge or ability to properly diagnose and resolve the problem. If a company is going to provide warranty service, it should send qualified technicians, communicate honestly with customers, and actually honour the appointment times it provides. At this point, I am extremely disappointed with the way this company handles service calls. The lack of organization and accountability is unacceptable, and the amount of time they have already wasted is ridiculous.