09-13-2021 12:28 PM
I cannot believe how POOR your customer service is. I really can't. No one seems to know what's going on. Today, I had a $4k+ refrigerator delivered. It was damaged on delivery. The delivery guy said "Customer Service will call you in 20 min to setup just the door replacement". 2 Hours passed, no call. I call customer service, wait on hold over 20 min to finally talk to someone. I talk to a girl name "Key". She says the order is still showing in transit so she can't help me, and that I need to call back tomorrow and it should be closed out. I asked, if there was a way I could be called back so that i do not need to wait another 20 min on a call to find out it may still not be closed out. She said no. I asked to talk to a supervisor, 3+ times I asked, she said there was no need and/or then said she didn't know where a supervisor was. She clearly did not want me to talk to anyone. I even asked the Supervisor's name and she can't tell me that. Or her own employee ID for me to escalate. She has no answers for anything except she doesn't want me talking to a supervisor. She put me on hold to "look" for one and came back saying they were on another call. I said i would wait for that supervisor to be available. it's been almost 20 min so far (still waiting). Before placing me on hold, she tells me that we will need to schedule for a whole new unit to be replaced, that you do not do just part replacements. So she says 1 thing, the driver says another, and now i have no idea what's going on. Meanwhile, if i go through the effort to clean and use the fridge, will it all be for nothing since i can't get a straight answer on if parts are replaced or full units. I'm sorry, i didn't spent $500, i spent over $4,000 and to experience this is extremely disappointing. I don't know if it's your support team or your support processes but this is extremally disappointing that you operate like this.
09-15-2021 02:39 PM
Hi there, kellyangela82,
Thank you for taking the time to visit us here on our community forums to let us know about your experience with this appliance delivery. I know getting a new appliance is a big deal and if I were in your shoes I would want to make sure every thing was perfect. We strive to provide expert service no matter how you get in touch with us so I'm disappointed to hear that you had a difficult time getting assistance over the phone.
To my knowledge, in the event that an appliance arrives damaged we are unable to provide a specific part for replacement. Have you been able to get in touch with us since making this post? Please let me know if I can do anything to assist you, I'm happy to help as much as I can.