Bray & Scarf / Dryer Repair
Over the last 4 years we purchase a washing and dryer, and a stove from Bray & Scarf. We also brought Service contracts with each applicance we purchased. Two week ago the dryer stopped working. I, Mr. Roberts called Bray & Scarf and informed them that the dryer was not heating, and that the heating element does not work. The store clerk provided me with the phone number([protected] for their Service department and gave me th eoption of calling them myself or to have him called. I told him that I would call since I was provided with the phone number.
I called and scheduled an appointment four day from the date of my call, was told that th etechnican will be at my home between 9:00 and 11:00 AM, and was told the technician would call me on the day of the scheduled service to let m eknow when he would be here.
I schedule to take the day off to wait for him. I work as an IT Manager in customer service at the National Institutes of Health, and Operating Division of the Department of health of Human Services, so I'm experienced in customer service.On the morning of the date of the scheduled service the technician did call very early and told me he would be at my home between 8:00 and 9:00 AM. To my surprise, he was sitting outside the house around 7:45 AM. He came to the door just before 8:00 AM. He looked at the dryer and afer a few minuets confirmed that it was the heating element that was bad and needed to be replaced. Unfortunately he did not have the heating element with him. He stated that he normally have this part on his truck, but did not at this time. He even went so far sas to say, "I normally keep these on the truck and woul dhave them for awhile before having to use them, and than all of a sudden I get a wave of calls to replace these elements. I reorder a new set and then got another wave of calls and used them upo." He then told me he had to order the part and will schedule an appointment the following week, whic is this current week.
On Tuesday 8/19/2008 someone from Bray & Scarf called my wife on her cellphone and told her that the technician will comeout on Friday 8/22/08 to completed the repairs. My wife specifically told the caller that the technican would have to come in the afternoon and gave them my cell phone number since I would be at work and have a mission critical meeting that I had to attend.
On Friday morning 8/22/08 at 7:45 the same technician called to tell me he would be at my hom ebetween 9:00 and 10:00 AM. I told me that would not work, and that I have to be at a meeting at 9:30 AM. I asked if he could come after 12:00 and that this timeframe was what te person my wife spoke with was told and agreed to. He said he could not and that he schedules his appointments to met his schedule and to not inconvenience other customers an dthat he has two customers he has to visit in th eafrernoon. I told him that I'm being inconvenienced. He told me to call the call. I reminded him that I had already taken off last week and now I would have to reschedule the appointment further adding to the time that I woul dbe inconvenienced. However, my plea fell on deaf ears, and was heard my someone who really did not care about customer service as he should.
I called bray & Scarf and lef message. yes, I was very anger and wanted them to know this and asked to be called back, and left my cell phone number. No one called me. When I arrived at work I called the store, and explained the situation. The lady who answered the phone told me that the technician said that I said he was incompetent. This is a lie. How would I have this, if in fact it it true, when he did not complete the service. I had no way of knowning this. I asked to speak with a manager, was put on hold, and was then told the manager would call me. Thsi was around 8:40. I left my work phon enumber and asked that the mansger calls me back before 8:45 since I have to leave for my mission critical meeting. It'snow 9:30, I hav enot been called back and I now have to leave for my meeting, and will try calling when I return.
Thsi is very poor customer service and needs to be fixed. I hope that after taking th etime to compose such a lenghtly complain, th eappropriate action is taken.
Thanks very much,
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