Complete Appliance Service Inc

"ON 6/28, WE RECEIVED A CALL AND NO PROBLEM WAS FOUND AS DESCRIBED BY CUSTOMER. ON 7/10, THERE WAS A NEW COMPLAINT - FOOD FREEZING, KNOB STUCK. WE CAME OUT AND CONFIRMED PROBLEM. HAD TO ORDER A NEW COLD CONTROL. ON 7/18, WE REPLACED COLD CONTROL ON REFRIGERATOR AND CHECKED UNIT OUT. ON 9/8, THE FOOD WAS FREEZING AGAIN - ORDERED ANOTHER CONTROL. ON 9/9, ON A NO CHARGE BASIS. NOTE: TECHNICIAN WAS DISCHARGED DUE TO AD BAD DRIVING RECORD & FAILURE TO SHOW UP FOR WORK ON A CONSISTENT BASIS. HE WAS NOT DISCHARGED, BECAUSE HE COULD NOT BE TRUSTED. THIS CALL IS A SERVICE COMPANY'S NIGHTMARE. FIRST TRIP - NO DETECT FOUND, THE SECOND TRIP - CONFIRMED THE PROBLEM & IT WAS REPAIRED. A MONTH LATER, SAME PROBLEM AGAIN, DUE TO A DEFECTIVE NEW PART. BAD SITUATION FOR THE CUSTOMER & THE SERVICE COMPANY. THIS WAS A NO-WIN SITUATION FOR THE SERVICE COMPANY."

"The customer has been a wonderful customer of ours for years. We do delay calls when we feel that tthat the complainst described might require parts to fix the complaint. We have found that shwoing up empty handed is more aggravating to customers than delaying a call for a day or two if that means fixing on the first rip."

"The biggest problem we have is controlling job time and travel time. we must have run late aand we should have called her to keep her in the loop. We deserve a spanking for not keeping her in the loop."

"i do not know what to say. we had no record of a problem"

"John spent thirty five minutes in the home checking the dishwasher. I do not know if a tool was taken out of his tool bag or not but I do know we fix or check out many appliances without using tools or parts. e"

"The Members experienced an F1 failure code and it required us to order a part. Our CSR"s schedule the call, the call is then reviewed to see if we have the parts to fix the problem. If we do not have the parts the customer is contacted immediatly to let them know we have to order parts, wwhich is what we diid in the Sherwin's case."