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| - CAUTION: Read the comments and recognize a common theme in all of the lower rates reviews - terrible, infuriating, completely unacceptable lack of communication. I was so distraught from the worst (and weirdest) customer service experience of my life, that I couldn't write this review for months. Short story: was told my device would be fixed in two days. Week later, several emails, calls, and voicemails went unanswered. Weeks passed. Finally got a response, explaining it would be fixed by the end of the day and they would absolutely email back that day. I said hey, thanks! And then never heard back. Cue more unanswered calls, emails, and voicemails. Also: their phone number didn't work so I called ANOTHER store to leave a message. Finally I went into the store, and asked for information. They said "oh tech is working on it in the back, almost done" (convenient!). I left, called manager to voice my concern about the lack of communication issue, and before I had a chance to say hey I think you guys need to work on your communication a bit, she proceeded to berate me on the phone, accuse me of lying about calling and emailing (uh I have phone records, email records, etc.) and said that she's never received a customer service complaint before. It was so extremely odd. THEN she said the reason my device hadn't been fixed was because they needed to order a part. I said "but before I handed it over they confirmed they had the part in the back?" Then I went on to say "if you'd just let me speak, I could confirm that I'm not mad about how long this is taking, I'm upset about the lack of communicatio---..." Instead of listening, she said that its my fault it's taking so long (????? Whatever.) because I never provided the password to her staff (????), and they couldn't test the device. My jaw dropped at this point.
1) let me reiterate, I wasn't complaining about length of time it was taking to fix my device, I was complaining about lack of communication. She would not let me speak, or explain what I was calling about.
2) I was asked to provide a password at the beginning and I asked if it was necessary for the service I was receiving, and the customer service guy advised that NO it was not. He said if anything else went wrong, where password would be required, he would call me to ask for it. "Thumbs up," I said. "Let's do that". Anyways, let's just say that this was actually the issue- why didn't your staff call me and ask for the password, at any time in the three weeks prior? Remember, this was supposed to take two days. And why, when I was in there not two hours prior, talking to the rep, did he not ask for the password at that point? Why did he say it was: "almost repaired" and come back in a few hours?
Sounds logical right? Apparently not. She kept ignoring what I was saying entirely, and yelled on the phone some more about random things that made no sense. I was quite concerned. I gave my password to get off the phone with her, and she said it would be done ASAP. She would call back. She didn't. I think I got a call or an email a few days later saying it was done. In fact, the job was so poorly done that the screen popped off that day and it's now held together with scotch tape. Had the business been properly operated with a logical professional on the other end of the line, I might have considered asking them to take another look at it. I'd rather throw my device in the trash than bring it here and potentially have to go through this nonsense again.
I feel terribly for the staff that have to work in this store (trulllly), and for anybody who has to potentially deal with this woman in the future. Good luck to you all.
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