Merit's Service Center LLC

? 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

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 3 of only 5 techs in a service area of over 60,000 people, so we are very, very busy.  This does not mean we don't care about our customers, but when we have 75 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[redacted]General Manager