[Resolved] PC Richard & Son / everybody knows extended warranties are a scam. here's more proof:
Everybody knows extended warranties are a scam. Here's more proof:
Our landlord installed a small Hotpoint stove when we moved in ($350). Worked okay for 3 years we've been here, then the other day the oven decided to go full blast on the broiler and not turn off, a pretty dangerous situation. Luckily, I know enough to turn off the gas and unplug it.
My landlady had purchased the extended warranty ($100), so we thought, great, and called the next day for service. The earliest appointment was next Thursday.
They only give you a four hour window (before noon, after noon), and call you in the morning to tell you which you get, so you effectively have to stay home the whole day from work. I'm lucky and can work from home. On Thursday, they called the landlady and said that the repair person was sick and would not come by and one would come by the following Tuesday. This was unacceptable, so I called them back and they said the original repair had been set with the GE repair, and they would expedite it by using their own. The repair guy would be by the next day (Friday).
Friday, the repair guy comes by, spend five minutes and says he needs parts. So, these guys don't actually come to fix anything, rather they are just there to assess the problem. I'm told it will take 5-to-7 days for the part. Again, this is unsatisfactory. I called and am told that they will 'expedite' it.
Week 1 summary: 1 missed repair, 1 unprepared repair person, 2 very nice customer service reps.
5 days later (next Friday), I got a call and am told that the part is in, and that the soonest they can set a repair is for Tuesday, again, no specified time.
Week 2 summary: 1 part arrives, 0 fixed stoves, 0 repair persons.
Tuesday rolls around, no call. I finally called the repair center and am told that no repair is scheduled. I say that's not possible. I spoke to someone on Friday, scheduled and took the day off. After some time on hold, the representative came back and told me that what had happened was that the 'part' was actually 'parts' and they weren't all in and that the repair person had cancelled the appointment in the AM, not having the correct parts, but had failed to notify me. I'm told they don't know when the part will be in.
(By the way, my landlady is being very helpful, has offered to let me come down and use her stove, got me an electric tea kettle, and her super-duper electric roaster oven/griddle combo she's never used).
I have a business call and when it's done. I told her the situation and she called them back and they finally say the part will be here Tuesday.
Tally so far:
3 Weeks without stove
2 No-Shows from repair persons
4 Days home from work (in 3 weeks)
5 Very nice reps.
Factor in the cost of eating out for 3 weeks and it's clear that you should never spend one cent on PC Richards extended warranty. Put the money toward a better stove up front, or pocket it, and put it on a new one 3 years down the line.
I would like to point out that everybody was very nice and judging by the accents, I'm guessing very local. I can't say enough about how everybody seemed to want to help me, there just doesn't seem to be any process in place for accomplishing it.
Customer care service did everything in their power to resolve this complaint. All attempts to contact the complainant have failed. Therefore, this complaint has been annulled and must not be considered where image of the company in question and it's services are concerned.
You have our sincere apologies if the installation was canceled due to weather. It is true that we cannot install an air conditioner in the rain so as not to open a hole in your wall and expose the interior of the house to the elements.
I apologize about the rescheduling issue. The installer should have asked you to call the store. Rescheduling should be done by calling the store, not the installer. The company schedules the installers.
I am sorry you are having a problem but we will make it right. P.C. Richard & Son has been in business for almost 102 years because we don't run away from problems. Give us the chance and we will correct the issue. Contact me directly at [protected]@pcrichard.com and I will make sure you are satisfied.
Frank, I have responded to the majority of these complaints and have yet to have someone take me up on my offer to contact me so I could help resolve the issue. Check out the BBB where we have earned an A+ rating. While we are not perfect (no company is), we respond to complaints and resolve them to our customers' satisfaction.
Service Dvision Manager
P.C. Richard & Son Service's Response, Oct 12, 2011
P.C. Richard & Son has been in business 102 years and is one of largest appliance retailers in the country. We sell only factory fresh merchandise, unless purchased as a display. We would never "touch up" a product to sell as new. We stand behind everything we sell so please contact me directly so I can make sure you are satisfied.
P.C. Richard & Son Service's Response, Dec 03, 2011
We agree, you shouldn't be without a refrigerator for months. Please contact me at [protected]@pcrichard.com and I will resolve the issue to your satisfaction.
P.C. Richard & Son Service's Response, Jan 01, 2012
P.C. Richard & Son has stood behind everything we sell for over 102 years. I realize you are having trouble and sincerely apologize. Please allow me to help! However, I don't have your information. Please email me personally. I am sure we can do something to rectify the situation to your satisfaction.
Rick Gioia, Service Division Manager.
HYPERLINK "mailto:[protected]@pcrichard.com" [protected]@pcrichard.com
P.C. Richard & Son Service's Response, Feb 08, 2012
P.C. Richard & Son maintains our very own factory authorized service department where we schedule and complete approximately 18, 000 service calls per month. This is accomplished through our own authorized service technicians or through the manufacturer's factory service. We can very easily either schedule service for you with GE or run the call with a P.C. Richard & Son factory authorized technician.
I do not know where the miscommunication took place but I assure you we stand behind the products we sell with an unparalleled service department.
Please contact us at 631 777 4114 or 800 696 2000 and request a supervisor or email me directly at [protected]@pcrichard.com.
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