C G Service Appliance Repair
Added on April 10, 2013, by Reviewer15420
Through the ***** extended warranty program, when the computer board for our GE Profile Convection Microwave died, we were put in touch with CG Services. CG Services ordered the part and scheduled a date for repair/service (Tues 30 July). We received a call that the part may not arrive in time for our appointment. A week later my husband, ***, called to find out if the part had arrived and to get back on their scheduling list. The follow up appointment was on Monday 12 August. *** was informed by customer service that the technician would be in our area all day on a few other calls and would provide us with a three hour window prior to his arrival. *** confirmed that CG Service had (1) my cell phone, (2) my desk phone, and (3) his cell phone. On 12 August, both *** and I had our phones turned on, turned up, and in front of us all morning. I stepped away from my desk and my cell phone from 1128 through 1133 to take a restroom break. When I got back to my desk, I noticed that my desk caller ID did not reflect any missed calls, but my cell phone indicated that someone called me at 1131 and did not leave a message. I called the number back at 1138 according to the phone log on my desk phone. The number I dialed belonged to the CG Service technician; I received his voicemail on the eigth ring, and left him a detailed message. In my message to him, I let him know that he did not leave me a voice message and that I was still waiting to hear from him with our three hour window and requested he call me back right away because both my husband and I work just a few minutes away.
A few minutes after leaving the message on the technician's phone, my husband calls me to tell me that a customer service person from CG called him to tell him that we were not home for our scheduled appointment. He asked them what appointment they were referring to because we had not received a confirmation or courtesy call. *** let the customer service person know that he had kept his eye on his cell phone all morning and did not have any missed calls, and in fact, until she called him just then, his phone had not rang at all today. *** called me to find out what I knew, and I told him that the technician called my cell phone, but not my desk, at 1131 and did not leave a message. *** called CG back and spoke to their customer service person again. The customer service person put him on hold to get a manager, who would then follow up with the technician directly to find out what was going on. A woman who claimed to be a manager and said her name was ***** got on the phone with *** and told him that the technician told her that he confirmed at 0815 with me on the home phone number the appointment for 1100 today. *** told ***** that this wasn't possible because there was nobody home at 0815 this morning. ***** began to speak loudly and rudely to *** and told him that her technician is NOT a liar, hates liars, and will not tollerate liars and insisted that the technician was right and that he HAD in fact spoken to me. *** called me to tell me this, so I called CG myself to speak with ***** and let her know that I had not spoken with her technician, had not received a call at home from him, I was in fact gone from the house almost a half hour before the time in which he claimed to have spoken to me on the home number, and that he had only called my cell phone at 1131 and did not leave a message. ***** claimed to be the manager at CG, and began to get loud and hostile with me. She repeated what she had said to my husband about her technician not being a liar and indicated that someone was obviously lying though (implication being on ME). In a very loud and hostile tone, ***** made a comment about how everyone makes mistakes and I must make plenty of them myself unless I'm perfect, and said that maybe her technician was specific and certain that he had spoken to me. I asked her why he did not leave a message on my cell phone when he called, and she said that he told her that my phone rang straight into my voicemail, which was full. My cell phone gets used for work at times, and often I'm on call 24x7. My cell phone NEVER rings straight into voicemail, and my voice mail is NEVER and has NEVER been full. I let her know that my voice mail is not full and that my phone will ring at least a half a dozen times before my voicemail picks up. ***** got even nastier with me, got extremely hostile, very loud and beligerant, and called me a liar. She insisted once again that her technician does not lie and will not lie. At this last point, after yelling at me and calling me a liar, ***** hung up on me.
This exchange with ***** occurred while I was at work. I work in a large open building with cubicles and cubicle walls that are no higher than 26" above my desk top. The six people who work next to me in my isle heard this exchange, the two closest people were even able to hear how loud ***** was yelling at me on the phone and were amazed at her lack of customer service.
Both my husband and I have called ***** to report to them the abuse and mistreatment we both received from *****, Manager, at CG Service, and the issues with the non-responsive technician who DOES apparently lie to cover himself. We have switched the service providers that we are going to use for this warranty work.