Merit's Service Center LLC

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. We finally got our microwave after 6 weeks. They need better communication, let their customers know what is happening. We never got one phone call from them.*I don't know why it took them so long. We **, and they said as soon as they get their order it takes no longer than two weeks for them to send it, at the most.Sincerely, [redacted]

From the very first trip, we told this customer we believed it was a house power issue She had someone (who apparently was an electrician) look at it who said it wan't a house power issue Because of this, she was upset and wanted us to refund her We did humor her and put new parts in the machine, which did not fix the issue After this, a third tech went out and showed conclusively that it was indeed a house power issue We did our due diligence on this and made a correct assessment, and will not be refunding any money to the customer The only other complaint left was the timing it took for us to get there First of all, we have to follow all of the guidelines set by a warranty company before we can be dispatched to do any work, whether the customer likes it or not Then, we we are given approval, we go out in as timely a matter as possible We have of only techs in a service area of over 60,people, so we are very, very busy This does not mean we don't care about our customers, but when we have service calls per week minimum to complete, not everyone can be done as fast as they like On top of that, we always have and always will service customers who made their purchases from us first They deserve that for spending money at our store, which, again, may mean others have to wait a little longer While we wish every customer could get next day service, that is just not possible.So, again, we feel we provided appropriate service, and made a correct diagnosis the first trip out, and will not be refunding any money to this customer.Thanks,Ryan

I think we definitely made some mistakes and did not follow through on call backs, so I will not try to make excuses There was a little bit of a miscommunication, I'm sure on our part, but when the first tech went out, he said it would be faster to get parts than to get a new one We
ordered the parts thinking we were going to fix, and when we got to the house, they refused to let the tech fix That's fine, again willing to say the micommunication was on our part After this, I was fairly sure we told the customer we would order another one and let them know when it came in This claim came in after that point We did talk to the customer yesterday, and they were told the new one would probably be here next tuesday or wed, and then we'd go install it and remove the old one.Having said all of this, I do apologize to the customer We have obviously given bad customer service, and that's really not what we desire to do I am sorry that we haven't come close to fulfilling the customers expectations That is not up to our standards All I can do is say "I'm very sorry".Ryan M***General Manager

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
We finally got our microwave after weeksThey need better communication, let their customers know what is happeningWe never got one phone call from them.*I don't know why it took them so longWe **, and they said as soon as they get their order it takes no longer than two weeks for them to send it, at the most.Sincerely, *** *** *** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
We finally got our microwave after weeksThey need better communication, let their customers know what is happeningWe never got one phone call from them.*I don't know why it took them so longWe **, and they said as soon as they get their order it takes no longer than two weeks for them to send it, at the most.Sincerely, *** *** *** ***

I think we definitely made some mistakes and did not follow through on call backs, so I will not try to make excuses There was a little bit of a miscommunication, I'm sure on our part, but when the first tech went out, he said it would be faster to get parts than to get a new one We
ordered the parts thinking we were going to fix, and when we got to the house, they refused to let the tech fix That's fine, again willing to say the micommunication was on our part After this, I was fairly sure we told the customer we would order another one and let them know when it came in This claim came in after that point We did talk to the customer yesterday, and they were told the new one would probably be here next tuesday or wed, and then we'd go install it and remove the old one.Having said all of this, I do apologize to the customer We have obviously given bad customer service, and that's really not what we desire to do I am sorry that we haven't come close to fulfilling the customers expectations That is not up to our standards All I can do is say "I'm very sorry".Ryan M***General Manager

Very simple...The machine was not working because of a house power issue We told her this, but she didn't want to accept it, so we ended up making trips to her house (including putting in a new motor for her), only to end up at the same conclusion: It's a house power issue We
believe we demonstrated this conclusively A house power issue is not covered by the home warranty, therefore we rightly billed the customer for our time In truth, after trips and the time to put in a motor, we are not profiting anything from this customare losing money At any rate, we maintain the $is a more than fair bill It's also the same price we quote everyone for a non-warranty service call, so there is nothing out of line for this bill, and we will not be refunding the money.Lastly, to address the time frame, we cannot go on a warranty call until we have received authorization paperwork from the warranty company Unfortunately, sometimes that takes longer than customers like, but it is THEIR process, and we must follow it After we have that info, then we schedule as soon as we can, but again, that sometimes takes longer than people like There are service techs in Klamath Falls (here) to cover a population base of probably people between Klamath County and Northern California We are usually booked days in advance, so that always slows things down.Thanks,Ryan M***General Manager