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| - APPLIANCE REPAIR EXPERTS = HORRIBLE CUSTOMER SERVICE
Sunday (Day 1):
Our refrigerator/freezer bought from RC Willey 3 years ago stopped keeping items cool
Monday at 10am (Day 2 without a fridge):
Contacted RC Willey and since an extended warranty was purchased, I was given the phone number to Appliance Repair Expert. I called and was informed they could not come out today because they are booked. Scheduled appointment for Tuesday. Time block for technician to come: 3pm-7pm
Tuesday at 6:30pm (Day 3 without a fridge):
I CALLED the Appliance Repair Experts to ensure a technician was still coming. At 6:45pm, Jeff from A.R.E. arrived and determined the compressor had gone out. He stated he would fax the documents for RC Willey's approval on Wednesday morning and would then pick up the part. He would be over Wednesday night around 6pm so I would not have to take off more time from work and would call me in the morning once he had spoken with RC Willey.
Wednesday at 2:30pm (Day 4 without a fridge):
I CALLED Jeff as I had not received a call from him this morning as promised. He stated he sent the fax but never heard anything back from RC Willey. I asked if he was going to follow up with them and he said he was going to on his lunch break but got too busy. He called back 5 minutes later to say RC Willey never received his fax from this morning and he would be resending it now. I asked if he would still be coming over at 6pm with the part and he said that because he did not hear from RC Willey earlier, he was now booked for today. Did not hear any other updates from Jeff.
5:15pm: I CALLED the Appliance Repair Experts and asked if someone else could come out to repair my fridge and explained the situation with Jeff. Was told by Tiffany that I would receive a call back within an hour.
6:30pm: I CALLED the Appliance Repair Experts since I never received a call back within the hour and was given the same story Jeff told me however RC Willey's approval center for extended warranties closed at 4:30pm so there is no way someone could fix the fridge today. Explained I have now taken off work early 2 days in a row and I would like to be called tomorrow morning so I can let my boss know what time I would need to leave early Thursday. Tiffany advised she would call by 8:30am Thursday morning to let me know if the repairs were approved and would then arrange a time for a technician to come by. She also asked how far I lived from work (35 mins) and stated she would be sure the technician calls far enough in advance before coming so I would have enough time to get home.
Thursday at 11:55am (Day 5 without a fridge):
I CALLED the Appliance Repair Experts and spoke with Lisa as I was not contacted by Tiffany at 8:30am as promised. Lisa stated the repairs were approved, the technician has the part, and will be at my house to make repairs between 12pm and 5pm today. I explained to Lisa that I was not contacted as promised earlier in the morning and I now have 5 minutes to get all the way across town before 12pm. I also had yet to tell my boss I needed to leave early for the third day in a row since I was not even informed the repairs were approved. I informed her I would like to speak with a supervisor and asked her to contact the technician to find out the specific time frame he could be at my home. She informed me James would be there at 3pm. Explained I still wanted to speak with a supervisor and she stated Mike would be calling me once he returned to the office.
2:00pm: I receive a voicemail from James (technician) stating he is in front of my home to make the repairs and I am not here. Lisa called and I explained she told me James was going to be there at 3pm, not 2pm, and that he was supposed to call in advance if he would be early so I would have the ability to get home first. She stated James had another service call to do and to take my time getting home.
2:40pm: I called Lisa to let her know that James could now come over as I am home. I also told her I was still waiting for Mike the Supervisor's phone call.
3:20pm: James the technician comes over and within an hour and a half, has my fridge up and running. James was very courteous, knowledgeable, and professional.
5:20pm: Mike the supervisor still has not called so I decided to post my experience on Yelp, send a letter to the RC Willey corporate headquarters, RC Willey Extended Warranty Office (to let them know they should consider finding another 3rd party to handle their extended warranty repairs), and to the Appliance Repair Experts letting them know how poor their customer service was.
This has truly been an exhausting and time consuming experience. We are very lucky to have another fridge outside however we were still forced to throw away quite a lot of food. I will still continue to purchase products from RC Willey however they should consider replacing Appliance Repair Experts.
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