| rev:text
| - I had a very pleasant sales experience here while buying a new washing machine. I assumed I'd found the place I'd buy all my appliances from, from then on. Then my new washer started leaking. That's not why the 1-star. These things happen. Maybe I got a bad unit, maybe the install tech was having an off day. It's under warranty, so I'm not too worried about it. What got me here on Yelp, however, was the B&B service experience. Absolutely horrid, and completely overshadowing of the sales experience.
I originally scheduled my service call a few days ago, for today. I told the scheduler that I was unavailable this morning, and that the install would have to happen in the afternoon. I was told that would not be a problem, just tell the service tech when they call the morning of the install.
[Side Note: I was shocked to find that the expectation is that we, the customers, block the whole day off for an appliance service, and only the morning of, find out when our window of time is. This prevents us from making any plans that day, until after speaking with the tech the morning of.]
Then, unsatisfied with the prospect of leaving the scheduling hanging until this morning, I called back and suggested we just move the service request to another day, when I was more available. I spoke with another tech, who said he would just write on my service ticket that I was not available before noon. It is now the morning of. I received a call and voicemail around 7:45am, stating that the tech would be here between 9am-11am, and that I should return the call to confirm. This was not going to work, and very frustrating. I called back and spoke with the lady who answered the phone at B&B. She got sassy and told me I either needed to make it work, or reschedule. I had to ask HER to ask the service tech if he could come anytime after 11am. The service tech told her no. After some more very frustrating sass, I rescheduled for tomorrow.
I then called back and asked to speak with a manager, as this experience has been enough to dissuade me from giving any more business to B&B, but I wanted to give management an opportunity to remedy bad service from the schedulers and the lady who answered the phone today. The manager then proceeded to tell me that that was the way their scheduling works, and that it's worked for over 30 years, that he didn't believe I was told that a service tech would be fine with coming out at any particular time, he refused to look at my service ticket to see if it was notated with the "after noon" request I mentioned, and then told me that if I wasn't satisfied with the way things were, I could take my business somewhere else.
Alrighty. I'll do just that.
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