Roche Service Company

This is a warranty repair part needed are not supplied by manufacturer,and as such they are replacing the product,which is ***e directlywith the customer,I foward all information to manufacturer andinformed customer numerous times about the procedure.attach is my email correspondence with ***P.S This complaint should be directed to [redacted] and [redacted] Service Corp.they are too big so let toast the small guy,this is how I feel[redacted] Owner/TechnicianRoche Service Company [redacted]

The [redacted] recall service program starting on 11/7/with my company ran in to some delays and not properly coordinated.There were overwhelming calls to my phone which eventually filled my voice mail box for two days,we started scheduling serviceon 11/16/on first date booked service and the Towns Customer are located.Customer was instructed to call us and confirmall appointments.The complainant was not cooperative with date offered for service,I also advised to contact Manufacturer foranother Servicer due to my call volume and delay to set service in the area.Explanation was not accepted by Customer and was unhappy

Every customer that I have made contact with that have the [redacted] Recall are very cooperative and understanding the delay that cause the repairs to roll out,the schedule date that customers picked was not possible although there was that option at [redacted] ,I am still working with customers with past date,I will advise the Customer to call or email [redacted] and pick a date I will try the best to set a date to complete the repair.P.SThis issue could have resolved amicably,Customer posted bad reviews about my business on a few sites which I have to spend time to respond,My Company became a victim in a situation where I am not at fault

Complaint: ***
I am rejecting this response because:*** specifically stated in their email to select a date and appointment time from the list of available appointments that were provided to us, which we didThe email also stated that they were confirming my appointment, and never was I instructed that it was MY responsibility to confirmI did however call Roche several times, with no answer and no responseAfter Roche missed my appointment, I called ***They told me that Roche was the ONLY service provider assigned to the area, and that I needed to call them to reschedule, and they were not pleased to hear that Roche missed the appointmentThey were going to escalate the issue within ***.When I called Roche, the owner, Ram immediately took a rude and unprofessional tone, stating he could only provide one two-hour window to repair the appliance. Unfortunately, the time slot he provided was one in which I was already committed to an engagement with my child and could not be home during that two hour windowHe then told me repeatedly that because of where I live (less than minutes from their repair shop by the way), he "cannot come to *** whenever you want"He went on to tell me couldn't offer me any other dates and times for repairAfter I attempted to explain to him that *** informed me that he was the sole technician assigned to my repair and all I was looking for was him to make good on his failed promise to show up and make the required repairs, he began to yell and scream at me over the phone. He did not allow me to get a word in and told me he would not fix our *** washing machine. This was not acceptable (both the yelling or the refusal to perform the contracted work). The recall in question is serious, Consumer Reports published a statement that the "loss of balance can cause vibrations so excessive that the top of the washing machine can detach, presenting a risk of injury." All I asked was for more than one option for a repair time, and he refusedI was willing to work with him to find a time that worked for both of us, even after I had already missed a day of work waiting for him when he didn't showIt is not my fault that *** inundated him with repairs. My family are victims of a serious recall and our only desire is to get our machine repairedFor the reasons put forth previously, the actions of Ram on behalf of Roche violate the protections for consumers in the State of Connecticut
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:Roche is saying that if I call they will work with me to schedule a date? That is exactly what I did when they missed the first appointmentI tried to work with him to find a date that worked and he refusedHe told me he wouldn't come to Hebron whenever I wanted and only gave me one option for a date to make the repairI asked very nicely for more than one option, explaining I had a prior commitment with my childHe then refused to service my appliance at all and screamed at meThis what led me to file this complaintThis owner is being untruthfulIn no situation should a business owner ever scream and treat a customer this wayA business that is being contracted by *** to make a repair should never refuse serviceThis company should have professionally explained that they were overbooked, and provided me with options for reschedulingThey handled this in a very unprofessional manner, which has caused much stress and anxiety to me and my familyThis business cannot arbitrarily refuse service to me because of my location, especially when they are located less than minutes from meThey also must be reasonable when providing options for service datesThe negative reviews I place were completely warranted based on the situation, and I will also continue to tell friends, family, co-workers and anyone else I come across about this company and the way I was treatedI have also escalated this through ***
Sincerely,
*** ***

Every customer that I have made contact with that have the [redacted] Recall are very cooperative and understanding the delay that cause  the repairs to roll out,the schedule date that customers picked was not possible although there was that option at [redacted],I am still working with customers with past date,I will advise the Customer to  call or email [redacted] and pick a date I will try the best to set a date to complete the repair.P.S. This issue could have resolved amicably,Customer posted bad reviews about my business on a few sites which I have to spend time to respond,My Company became a victim in a situation where I am not at fault.

The [redacted] recall service program starting on 11/7/2016 with my company ran in to some delays and not properly coordinated.There were overwhelming calls to my phone which eventually filled my voice mail box for two days,we started scheduling serviceon 11/16/2016 on first date booked service and the...

Towns Customer are located.Customer was instructed to call us and confirmall appointments.The complainant was not cooperative with date offered for service,I also advised to contact Manufacturer foranother Servicer due to my call volume and delay to set service in the area.Explanation was not accepted by Customer and was unhappy.

This is a warranty repair part needed are not supplied by manufacturer,and as such they are replacing the product,which is [redacted]e directlywith the customer,I foward all information to manufacturer andinformed customer numerous times about the procedure.attach is my email correspondence with [redacted]P.S...

This complaint should be directed to [redacted]  and [redacted] Service Corp.they are too big so let toast the small guy,this is how I feel.[redacted]Owner/TechnicianRoche Service Company[redacted]
[redacted]
[redacted]
[redacted]

My company no longer have this call to repair,was removed from my list on 11/30/2016.You can't win em all,thankfully my company which have been in business for number of years have thousands of satisfied and returning customers,I am very happy as senior citizen and a minority,my small business will still provide service for all who need us.Unfortunately we started on the wrong footing which was not my fault,the manufacturer goofed upand my company became the victim.My old boss used to say "It's note the end of the world"

Review: I have a problem with my TV, so I called [redacted] and they gave me a number to call to set up an appointment with the service center. I made an appointment for April 18th, at 12:00 pm. The technician's name was [redacted]. Since he took the TV that day, he has never called me since about the progress of the TV. He said it would take from a few days to two weeks to understand what was wrong with the TV. I have been calling multiple times, to [redacted] and the service center, during the week, and I did not get any response or they said that they were still working on trying to fix the problem. The week of May 4th, they finally contacted me that the TV could not be repaired and they would eventually send me a new TV. On May 8th, I tried calling the service center to see what was going on. They told me that I need to stop calling and let them do their job. It has been almost a month with no TV and they will not set up something with me to bring my TV back. I have been stressing so much about the TV because I have not had a TV since April 18th and I am paying for my TV service that I cannot use.Desired Settlement: I want my old TV back and for them for them to give me my replacement TV that I was promised and have been waiting for for almost a month!

Business

Response:

This is a warranty repair part needed are not supplied by manufacturer,and as such they are replacing the product,which is [redacted]e directlywith the customer,I foward all information to manufacturer andinformed customer numerous times about the procedure.attach is my email correspondence with [redacted]P.S This complaint should be directed to [redacted] and [redacted] Service Corp.they are too big so let toast the small guy,this is how I feel.[redacted]Owner/TechnicianRoche Service Company[redacted]

Review: TV needed to be repaired. Called Roche and their service tech came and took one of the boards out to bring back to the office to either fix it, or order a new one. They decided to order a new one, but they said it was on back order. I repeatedly emailed them to as them the status and they claim the part isn't manufactured anymore. I asked them what I should do with the TV and they haven't responded. Now I have a non working TV that I paid them to come out an fix. Its been over a year.Desired Settlement: Want my TV to work.

Business

Response:

This is a situation where Electronic Servicers is between a rock and a wall.manufacturers do not supply most of the parts for their products that are overfive years old, the part needed to repair[redacted] TV is no longer available,we exhausted all avenues to locate part or find a reliable company to repairboard,I have explained that to [redacted] .The minimal fee was charge fora house visit and diagnostic.