trying to get warranty service on my week old Samsung refrigerator - first went through Samsung and verified all the information for the warranty and was issued a ticket number When I called Appliances Unlimited to schedule an appointment I was told they needed a copy of my receipt before they would schedule How am I supposed to get that to them? I don't have a fax at home and I have a hard copy of my receipt - they closed the ticket so now I'm back at square one
Overall, my experience with this company has been frustrating This company was recommended by Lowe's as a preferred repair provider Lowe's initiated the service call, and I was contacted by Appliances Unlimited via email providing directions on how to upload a picture of the service tag to help expedite serviceI followed the directions, uploaded a photo and heard no response back When the repair person arrived, he effectively told me that he never received the service tag information Having this would have sped up the repair process, I was told He then proceeded to take a picture of the service tag and charge me for the full cost of repair - before the part even arrived or a follow up appointment scheduledI called the company that day, asked why the repair person never received the tag I was told that the picture I submitted was "unreadable"I asked why I wasn't contacted if they had an issue - the person on the phone responded "I don't know, and I don't know what to tell you"The result of this is - I now have to wait another days for the technician to return and install the part, which to date has not yet happenedThere is clearly something wrong with the process in handling the intake and management of service calls, which appears to be the primary purpose of this company
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
[redacted],I am very sorry for the frustration you experienced in trying to have your dishwasher repair scheduled. As we spoke about on the phone this afternoon, we will install the new circuit board from [redacted] at no charge to you. Once you receive the part, please call me...
directly at [redacted], and I will ensure you are promptly scheduled. Thank you for using Appliances Unlimited, and we look forward to resolving your appliance problem.Have a nice afternoon.Mel C[redacted]
You had sent this customer complaint to Mel C[redacted] ? REASON FOR MEL NOT RESPONDING ? Mel is out of his office due to surgery and will be out for some time. My name is Robert G[redacted] an Appliance Service Manager with Appliances Unlimited. I will address the...
issue with customer [redacted] COMPLAINT ID # [redacted]. We had sent out a service technician on 04.11.17. to [redacted] to diagnose customers ** refrigerator ? Technician had to order the following parts one ice maker part # [redacted] and one ** controller part # [redacted]. Parts were ordered and received in on 04.21.17. Customer was contacted on 04.21.17 to be put on schedule to have parts installed. Per [redacted] he stated he does not want service on his ** refrigerator and repeated no service is necessary. If customer refused service we cannot install correct customers no refrigeration issue.RegardsRobert G[redacted]Appliance& TV ServiceToll Free [redacted]Phone [redacted]
Dear [redacted].:I have received your letter in reference to problems with a dishwasher repair, complaint ID# [redacted].Unfortunately, the customer is correct in that the repair has taken a long time to bring to a final resolution.We were initially dispatched by [redacted] on 8/24/15 to address a...
symptom where the product was "Not Drying Dishes”. A Heat Element was ordered, and that repair was completed on 9/10/2015.We were then dispatched by [redacted] on 9/14/15 for another problem with the dishwasher at this customer's residence. This time, the symptom was “Won't start at all'. During this repair, our technician did consult the [redacted] tech-line on each visit, because to order electronic circuit boards, you must call for authorization. They require that the tech call from the home and follow their troubleshooting/diagnostic checks before this authorization is provided. During this process, there were also part availability issues that occurred, We are required to order warranty parts from an authorized [redacted] Parts Distributor, For this repair, we ordered them from [redacted] Appliance Parts. One of the parts that were ordered at that time showed as being backordered. A “[redacted]” from [redacted] called us directly for the part number, and apparently one was “found” by [redacted] after the customer contacted them directly. As the repair progressed from there, the Technical Manager and Vice President of our Division became involved in dealing directly with the customer and our [redacted] Field Representative. Due to the increased communication and further problems that were discovered, [redacted] ultimately replaced the product for the customer.I would be happy to provide any further details if needed.Thank you.Mel C.Operations Manager
Dear [redacted].:
I have received your letter in reference to problems with a dishwasher repair, complaint ID# [redacted].
Unfortunately, the customer is correct in that the repair has taken a long time to bring to a final resolution.
We were initially dispatched by...
[redacted] on 8/24/15 to address a symptom where the product was "Not Drying Dishes”. A Heat Element was ordered, and that repair was completed on 9/10/2015.We were then dispatched by [redacted] on 9/14/15 for another problem with the dishwasher at this customer's residence. This time, the symptom was “Won't start at all'. During this repair, our technician did consult the [redacted] tech-line on each visit, because to order electronic circuit boards, you must call for authorization. They require that the tech call from the home and follow their troubleshooting/diagnostic checks before this authorization is provided. During this process, there were also part availability issues that occurred, We are required to order warranty parts from an authorized [redacted] Parts Distributor, For this repair, we ordered them from [redacted] Appliance Parts. One of the parts that were ordered at that time showed as being backordered. A “[redacted]” from [redacted] called us directly for the part number, and apparently one was “found” by [redacted] after the customer contacted them directly. As the repair progressed from there, the Technical Manager and Vice President of our Division became involved in dealing directly with the customer and our [redacted] Field Representative. Due to the increased communication and further problems that were discovered, [redacted] ultimately replaced the product for the customer.I would be happy to provide any further details if needed.
Thank you.
Mel C.
Operations Manager
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I have spoken to Mel and was very happy with the outcome
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
I have never experienced such unprofessional and unqualified services as that of Appliances Unlimited located in Reading, PA. We had contacted Appliances Unlimited to service our Bluestar range exhaust fan. That was back on June 6, 2016. Their service repair individual came out on June 9, looked at the blower, and told us we needed a new one. He said that he would be in touch with BlueStar and would get back to us with the cost and estimated time of delivery. No one got back to us and a week passed. On June 13, we phoned Appliances Unlimited to check on the status of our service. At that time we were told they would get in touch with BlueStar and get back to us. No one did. On June 23, we called in again and were told once again that they would contact BlueStar and get back to us. Once again they failed to call us. We waited until June 28 and called a fourth time, only to be told that they would check. Based on their notes, it appears that they had no idea of where the part was or if it was even ordered. We then called BlueStar directly on June 29 to find out where the hold up was. BlueStar tracked it down for us and told us that the part would shipped that day. We phoned AU again on July 5 to check on whether or not they received the blower. They said they had not and that they had no tracking information in their system. Later in the day we received an email stating that the part was out for delivery. The blower was delivered to our home.
On July 11, the same service individual came to install the new blower. He was unable to unscrew the blower from the vent, having arrived without the necessary tools. This surprised us considering he was the individual that had examined the blower initially, so should have been aware of what was needed to install the new one. We were told that we would have to reschedule for another service time on a different day so that he would be able to get the needed tools to complete the job. He took a picture of how the old blower was installed at that time. When we phoned AU to reschedule, the individual on the phone insisted that she would let us know when the needed "part" came in and would contact us. It took a while to make her understand that we had the part, and that we simply had to reschedule because the service person didn't have the proper tools.
Friday, July 15, the same service individual arrived, removed the old blower, but was unable to install the new one. He stated that he was attempting to phone BlueStar for directions! He left the house to go outside, remained outside by his truck for 20 minutes, at which time I went out to ask what was going on. He replied that he did not know how to install the new one, and was unable to reach BlueStar for guidance. I asked him how he could return to a job without knowing how to proceed! I reminded him that not only did he just remove the old one, he had now seen how the old blower was installed on two separate occasions, and had actually taken a picture of it the last time he was here. I went on to ask him why he hadn't acquired the necessary information before he returned. He shrugged his shoulders and responded that he didn't have the necessary tools. I asked if that meant I'd now have to schedule a fourth service appointment, to which he responded "yes". I told him that was ridiculous and that this was unacceptable. He said that he would leave and take the new blower with him. I asked to speak with his supervisor, and smirking, he made a phone call and proceeded to talk to the person on the other line as if I wasn't there. He was confirming with the person on the other end that he was going to take the new blower with him and charge us for a service call! I insisted on speaking to the individual, who proceeded to tell me that he told the young man to go and get the necessary tools and return that day. This was not what the young man had told me. After ending our phone conversation, the service individual admitted that he had never installed a blower - in fact had never done any sort of installation. At that point I told him to forget it, and that we would purchase the blower and find someone else.
When we went inside, he asked me what he had quoted as being the price of the blower. I said I did not know, that he had spoken to my husband about that. He went on to tell me that he was also trying to speak with BlueStar because the new blower did not seem to spin freely- that it made a grinding noise. He held the new blower up, and when spun, it seemed to sound like the fan blades were catching on the side. I told him to forget it all and take the new blower with him.
One and a half months later and having spent three full days waiting for Appliances Unlimited to come to the house, we are still without a working blower. We now have to start all over again, now ordering the part on our own and seeking out our own installer.
I am absolutely appalled and infuriated by the whole experience.
trying to get warranty service on my week old Samsung refrigerator - first went through Samsung and verified all the information for the warranty and was issued a ticket number When I called Appliances Unlimited to schedule an appointment I was told they needed a copy of my receipt before they would schedule How am I supposed to get that to them? I don't have a fax at home and I have a hard copy of my receipt - they closed the ticket so now I'm back at square one
Overall, my experience with this company has been frustrating This company was recommended by Lowe's as a preferred repair provider Lowe's initiated the service call, and I was contacted by Appliances Unlimited via email providing directions on how to upload a picture of the service tag to help expedite serviceI followed the directions, uploaded a photo and heard no response back When the repair person arrived, he effectively told me that he never received the service tag information Having this would have sped up the repair process, I was told He then proceeded to take a picture of the service tag and charge me for the full cost of repair - before the part even arrived or a follow up appointment scheduledI called the company that day, asked why the repair person never received the tag I was told that the picture I submitted was "unreadable"I asked why I wasn't contacted if they had an issue - the person on the phone responded "I don't know, and I don't know what to tell you"The result of this is - I now have to wait another days for the technician to return and install the part, which to date has not yet happenedThere is clearly something wrong with the process in handling the intake and management of service calls, which appears to be the primary purpose of this company
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
[redacted],I am very sorry for the frustration you experienced in trying to have your dishwasher repair scheduled. As we spoke about on the phone this afternoon, we will install the new circuit board from [redacted] at no charge to you. Once you receive the part, please call me...
directly at [redacted], and I will ensure you are promptly scheduled. Thank you for using Appliances Unlimited, and we look forward to resolving your appliance problem.Have a nice afternoon.Mel C[redacted]
You had sent this customer complaint to Mel C[redacted] ? REASON FOR MEL NOT RESPONDING ? Mel is out of his office due to surgery and will be out for some time. My name is Robert G[redacted] an Appliance Service Manager with Appliances Unlimited. I will address the...
issue with customer [redacted] COMPLAINT ID # [redacted]. We had sent out a service technician on 04.11.17. to [redacted] to diagnose customers ** refrigerator ? Technician had to order the following parts one ice maker part # [redacted] and one ** controller part # [redacted]. Parts were ordered and received in on 04.21.17. Customer was contacted on 04.21.17 to be put on schedule to have parts installed. Per [redacted] he stated he does not want service on his ** refrigerator and repeated no service is necessary. If customer refused service we cannot install correct customers no refrigeration issue.RegardsRobert G[redacted]Appliance& TV ServiceToll Free [redacted]Phone [redacted]
Dear [redacted].:I have received your letter in reference to problems with a dishwasher repair, complaint ID# [redacted].Unfortunately, the customer is correct in that the repair has taken a long time to bring to a final resolution.We were initially dispatched by [redacted] on 8/24/15 to address a...
symptom where the product was "Not Drying Dishes”. A Heat Element was ordered, and that repair was completed on 9/10/2015.We were then dispatched by [redacted] on 9/14/15 for another problem with the dishwasher at this customer's residence. This time, the symptom was “Won't start at all'. During this repair, our technician did consult the [redacted] tech-line on each visit, because to order electronic circuit boards, you must call for authorization. They require that the tech call from the home and follow their troubleshooting/diagnostic checks before this authorization is provided. During this process, there were also part availability issues that occurred, We are required to order warranty parts from an authorized [redacted] Parts Distributor, For this repair, we ordered them from [redacted] Appliance Parts. One of the parts that were ordered at that time showed as being backordered. A “[redacted]” from [redacted] called us directly for the part number, and apparently one was “found” by [redacted] after the customer contacted them directly. As the repair progressed from there, the Technical Manager and Vice President of our Division became involved in dealing directly with the customer and our [redacted] Field Representative. Due to the increased communication and further problems that were discovered, [redacted] ultimately replaced the product for the customer.I would be happy to provide any further details if needed.Thank you.Mel C.Operations Manager
Dear [redacted].:
I have received your letter in reference to problems with a dishwasher repair, complaint ID# [redacted].
Unfortunately, the customer is correct in that the repair has taken a long time to bring to a final resolution.
We were initially dispatched by...
[redacted] on 8/24/15 to address a symptom where the product was "Not Drying Dishes”. A Heat Element was ordered, and that repair was completed on 9/10/2015.We were then dispatched by [redacted] on 9/14/15 for another problem with the dishwasher at this customer's residence. This time, the symptom was “Won't start at all'. During this repair, our technician did consult the [redacted] tech-line on each visit, because to order electronic circuit boards, you must call for authorization. They require that the tech call from the home and follow their troubleshooting/diagnostic checks before this authorization is provided. During this process, there were also part availability issues that occurred, We are required to order warranty parts from an authorized [redacted] Parts Distributor, For this repair, we ordered them from [redacted] Appliance Parts. One of the parts that were ordered at that time showed as being backordered. A “[redacted]” from [redacted] called us directly for the part number, and apparently one was “found” by [redacted] after the customer contacted them directly. As the repair progressed from there, the Technical Manager and Vice President of our Division became involved in dealing directly with the customer and our [redacted] Field Representative. Due to the increased communication and further problems that were discovered, [redacted] ultimately replaced the product for the customer.I would be happy to provide any further details if needed.
Thank you.
Mel C.
Operations Manager
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I have spoken to Mel and was very happy with the outcome
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
I have never experienced such unprofessional and unqualified services as that of Appliances Unlimited located in Reading, PA. We had contacted Appliances Unlimited to service our Bluestar range exhaust fan. That was back on June 6, 2016. Their service repair individual came out on June 9, looked at the blower, and told us we needed a new one. He said that he would be in touch with BlueStar and would get back to us with the cost and estimated time of delivery. No one got back to us and a week passed. On June 13, we phoned Appliances Unlimited to check on the status of our service. At that time we were told they would get in touch with BlueStar and get back to us. No one did. On June 23, we called in again and were told once again that they would contact BlueStar and get back to us. Once again they failed to call us. We waited until June 28 and called a fourth time, only to be told that they would check. Based on their notes, it appears that they had no idea of where the part was or if it was even ordered. We then called BlueStar directly on June 29 to find out where the hold up was. BlueStar tracked it down for us and told us that the part would shipped that day. We phoned AU again on July 5 to check on whether or not they received the blower. They said they had not and that they had no tracking information in their system. Later in the day we received an email stating that the part was out for delivery. The blower was delivered to our home.
On July 11, the same service individual came to install the new blower. He was unable to unscrew the blower from the vent, having arrived without the necessary tools. This surprised us considering he was the individual that had examined the blower initially, so should have been aware of what was needed to install the new one. We were told that we would have to reschedule for another service time on a different day so that he would be able to get the needed tools to complete the job. He took a picture of how the old blower was installed at that time. When we phoned AU to reschedule, the individual on the phone insisted that she would let us know when the needed "part" came in and would contact us. It took a while to make her understand that we had the part, and that we simply had to reschedule because the service person didn't have the proper tools.
Friday, July 15, the same service individual arrived, removed the old blower, but was unable to install the new one. He stated that he was attempting to phone BlueStar for directions! He left the house to go outside, remained outside by his truck for 20 minutes, at which time I went out to ask what was going on. He replied that he did not know how to install the new one, and was unable to reach BlueStar for guidance. I asked him how he could return to a job without knowing how to proceed! I reminded him that not only did he just remove the old one, he had now seen how the old blower was installed on two separate occasions, and had actually taken a picture of it the last time he was here. I went on to ask him why he hadn't acquired the necessary information before he returned. He shrugged his shoulders and responded that he didn't have the necessary tools. I asked if that meant I'd now have to schedule a fourth service appointment, to which he responded "yes". I told him that was ridiculous and that this was unacceptable. He said that he would leave and take the new blower with him. I asked to speak with his supervisor, and smirking, he made a phone call and proceeded to talk to the person on the other line as if I wasn't there. He was confirming with the person on the other end that he was going to take the new blower with him and charge us for a service call! I insisted on speaking to the individual, who proceeded to tell me that he told the young man to go and get the necessary tools and return that day. This was not what the young man had told me. After ending our phone conversation, the service individual admitted that he had never installed a blower - in fact had never done any sort of installation. At that point I told him to forget it, and that we would purchase the blower and find someone else.
When we went inside, he asked me what he had quoted as being the price of the blower. I said I did not know, that he had spoken to my husband about that. He went on to tell me that he was also trying to speak with BlueStar because the new blower did not seem to spin freely- that it made a grinding noise. He held the new blower up, and when spun, it seemed to sound like the fan blades were catching on the side. I told him to forget it all and take the new blower with him.
One and a half months later and having spent three full days waiting for Appliances Unlimited to come to the house, we are still without a working blower. We now have to start all over again, now ordering the part on our own and seeking out our own installer.
I am absolutely appalled and infuriated by the whole experience.