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  • My wife and I are having a problem with our washing machine, so we called a company that had been recommended to us. They didn't have any openings in their schedule, so they referred us to Carolina Appliance Service. We called on Monday, 12/17/12 and were told the technician would call us the morning of Friday, 12/21 between 7:00 and 7:30 am to inform us when he would arrive. My wife then confirmed her day off from work. By 9:00, she had not received a phone call, so she called the company. The person answering the phone said he would find out what was going on and call back in 20 minutes. 40 minutes later, having not received a phone call, my wife called back, to be told that the technician had called in sick. She asked who would be taking his place for the service call, and was informed that no one would, since he is the only one who serves this area (Steele Creek, southwest Mecklenburg County) and that we would have to reschedule. In summary: - Carolina Appliance Service set up a day to service our washing machine and failed to provide service on the day agreed upon. - Carolina Appliance Service did not call us to inform us that the technician was out sick, and apparently didn't even know their technician wasn't working until we called. - Carolina Appliance Service did not make an attempt to replace the technician with another, and placed the responsibility of handling the situation caused by this technician's illness onto us. In addition, the representative on the phone (my wife spoke with the same man with each phone call) treated her as if it was a great inconvenience to him that he had to deal with her. When my wife asked if he had planned to call her to tell her that they would not be servicing our washing machine, he said, "Well, he's sick," as if the technician's illness absolves them of all responsibility of contacting their customers. Each interaction with this company suggests that they are an amateur organization who only deals with their customers when it is convenient to them to do so. I would love to comment on their actual service prowess, but given the difficulty we had in getting them to simply answer our questions on the phone, I doubt the day will ever come when we give them the chance to prove themselves in that category.
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