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Central Service Reviews (1)

Review: I sent the following email to Brothers Main, and attempted to copy Central Service via their website. The concerns about both businesses are contained below.

I’m writing to express my disappointment and frustration with warranty service on my LG washing machine. My husband and I purchased the machine in September 2013, after much research into the reliability and dependability of the product. We decided to buy from Brothers Main given that we prefer to support the local economy when possible.

Over the weekend of May 31, 2014 the washing machine stopped draining. There was no problem with the drain line. On Monday, June 2, I called Brothers Main, where I had purchased the washing machine. Things went very smoothly at first. [redacted] was quite helpful in referring me to Central Service for warranty repair and she faxed our invoice to them. Central Service was able to schedule a service call for Wednesday, June 4.

The service man came out and spent about 15 minutes looking at the washer before telling me that it needed a new control panel. I asked how long it would take and he shrugged his shoulders. I asked for a ballpark and he said 3-4 days.

After hearing nothing from Central Service for a week, I called on Wednesday, June 11 to check on the status of the part. I was told by the woman who answered the telephone that they were waiting to hear back from LG about which of two different control panels needed to be ordered for my washing machine. She said they hadn’t heard back from LG, but that she would ask [redacted] to follow up again with them that day. She told me that someone would get back with me on the status.

I didn’t hear from Central Service on Thursday, June 12, so I called Brothers Main. I explained the situation and was told by the man who answered the phone that [redacted] was out for the day, but that he would have her call me in the morning. She did not return my call.

I called Central Service again on Friday, June 13, in the afternoon, and was initially told that they could not tell me the status of the part, as they were moving locations and had that information boxed up. When I said that I was told on Wednesday that someone would get back to me the reply was “oh, it’s you.” Then, she said she would check with John on the status. She came back on the line and reported that the part had been ordered and that it should be in early the following week. She indicated that she “assumed” it was in stock.

Again, after hearing nothing from Central Service or Brothers Main, I called Central Service on Thursday, June 19, to inquire about the status of the part. I was told it was on backorder and that it should be in the following week, but that there were no guarantees that would be the case. I immediately followed up with Brothers Main and spoke with Katy. [redacted] said that she would be in touch with her representative at LG to see if he could assist in getting the part expedited. [redacted] got back to me the same day, and indicated that the part would be rushed to Central Service – if we were lucky, it would be in the next day, otherwise it would be there early the following week. I assumed this meant that it would be overnighted and that, at the very latest, Central Service would have the part by Monday, June 23. While this was a relief, this could have been accomplished almost a week prior, had [redacted] returned my call on June 13 as expected.

Unfortunately, I did not hear from either Brothers Main or Central Service on Friday, June 20 or Monday, June 23, as I’d hoped. I called Central Service on Tuesday, June 24, and they told me the part had not arrived. I called [redacted] who indicated that she was going to check with her representative at LG as to the status of the part. I did not hear back from her that day, and my husband called her and was able to touch base with her. She suggested that he call LG directly, as she was still waiting to hear back from her rep. My husband contacted LG, and they could only confirm that an order was placed on June 19 for the part, but even that was unclear. The representative and supervisor he spoke with at LG indicated that they do not rush any part orders (they have ground-only contracts with UPS and FedEx) and they could not confirm if the part had been sent out yet. When asked how parts leave the warehouse, the supervisor replied “by gravity.”

This morning, after not hearing anything by around 11:30 a.m., my husband left another message for Katy. She called me a little after noon. She informed me that Central Service was, for some unknown reason, not getting the part. Apparently the rep couldn’t rush a part to Central Service, as she had told me the week before, but she apparently didn’t learn that until today. Her solution was to re-dispatch the call to a different service provider, who she assured me can get the part. I told her what my husband had been told by LG – that they could not “rush” a part and that it would be at least 3-5 days to process and order, and then there is ship time. So, if that holds, we will have gone longer than 30 days without a functioning washing machine. Even if it’s fixed today (which it doesn’t sound like is a possibility), we’re on day 24 from when I notified Brothers Main of the problem.

Throughout all of the calls, up until today, my husband and I remained calm, only expressing that it was irritating to go this long without a washing machine, and asking time and again what could be done to expedite things. If it was a dryer or a dishwasher, it wouldn’t be that important to us – it’s our washing machine, and hauling laundry around isn’t a workable solution for weeks on end – especially when we have, essentially, a brand new machine!

While the folks we’ve spoken with at Brothers Main and Central Service were pleasant, they weren’t actually helpful. The supervisor at LG was not particularly pleasant, and we’re still trying to figure out his “gravity” comment. Central Service did the minimum in terms of follow up with LG (who knows how long they would have waited to follow up after not hearing which of the two parts should be ordered had I not called a week after the diagnostic service call – and if the part really wasn’t ordered until June 19, they weren’t up front with us about the fact that the order had not been placed) and they never reached out to Brothers Main to seek their assistance – I had to do that. When I did, once [redacted] reached out to her rep, she seemed to wash her hands of things until I followed up, and then we learned that she was, apparently, misinformed about the rep’s ability to rush the part. LG is now aware of the problem (both through Katy’s contact with a rep and by my husband’s call), and they’ve done nothing to rectify things. It simply shouldn’t take this much persistence or time to get warranty service on a 9 month old washing machine.

Today, I expressed more frustration with Katy. I suggested that Brothers Main take responsibility for the defective machine sold to me 9 months ago, and that you all deal with LG on getting it reimbursed. I know it’s not Katy’s fault that my washing machine is broken, but to offer nothing other than more hassle and run-around, after three and a half weeks is unacceptable. If I ordered a new machine from Brothers Main (or anywhere else) today, I would almost certainly have it faster than it getting fixed, even with a new repair person on the job. Perhaps the repair service could have used a control panel from a new machine to replace ours, or Brothers Main could make the broken machine its problem to deal with directly with LG while providing us with a usable washer. I’d even settle for a laundry service until the problem is fixed.

I wonder how many of the employees at Central Service or Brothers Main would put up without a washing machine for nearly a month. Or, how many would expect their family members or friends to do the same. I have spoken with plenty of my friends and family members and they are appalled by the lack of customer service and follow through on all fronts. They’re amazed by our patience. They expect that, by this point, Brothers Main and/or LG would have coordinated to get us a new washing machine.

Suffice it to say, I’m extremely frustrated with the lack of actual customer service – it’s been a whole lot of talk with no action. Somewhere along the line, someone hasn’t been telling the truth. There’s a lot of finger pointing ([redacted] suggested it’s a Central Service problem, Central Service has said it’s an LG problem). This is a product you sell and that I purchased, very recently in the life of an appliance, and no one is taking responsibility for getting it fixed in a timely manner. To add additional stress, when I spoke with [redacted] a little after noon today, she assured me that the new repair person would be calling me within a matter of minutes, but that was over an hour ago, and I haven’t heard anything. Again, we’ll take it upon ourselves to follow up.

I would hope that you care more about your customers than what has been demonstrated.Desired Settlement: I need a working washing machine ASAP. I don't think that Central Service can replace the machine - but their involvement/handling of the situation has been sub-par. I have filed a complaint against Brothers Main, who I think could offer a replacement.

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Description: Appliances - Small - Dealers, Heating & Air Conditioning, Household Appliance Stores (NAICS: 443141)

Address: 6203 Monona Dr., Madison, Wisconsin, United States, 53716

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