A while back I posted about the poor service I received from Baywest Appliance Service over a ticking fridge. I ended up snail mailing a letter of complaint, being sure to explain exactly what occurred. Shortly after Baywest Appliance received my letter I received a phone call from Dan, the original service technician that had made the original house call. He called on a Tuesday while was at work saying that he couldn't believe I was that mad and that my letter had bothered him all weekend. He apologized, accepted responsibility for the situation and said he had no idea I felt that way and why the situation had not been resolved even though I was billed. I said they also had the worst receptionist ever and he said I probably caught her having a bad day as she is usually friendly. We ended the call with Dan saying he would like to come back and take another look at the fridge and I said I would call him back with a day that would be suitable for my husband and I.
After talking with my husband and picking a day, I called Dan a day later only to recieve his voice message. I left a message including my phone number. A couple days goes by and I still didn't hear back from Dan so I called his number again. He answers, less polite and states he recieved my voice message. We make plans for him to come over between 12-1 on Wednesday. Little does he know, my husband would be meeting him instead of me. Wednesday rolls around and get a phone call at 12:36 saying he was tied up and couldn't make it, he would come Thursday. So much for my husband going home to meet him. That was a bit annoying.
Thursday rolls around and I call Dan's cell at 11:45 to ensure that he would be showing up. After being told the number I called isn't Dan's cell I get directed to another number. I call it and Dan tells me he would not be coming by but Ron would. He tells me to call Ron to make sure he is coming by. Sigh. I call and confirm it with Ron.
Again my husband goes home and sure enough Ron comes by. Ron replicates my original complaint of the fridge making a ticking noise and makes a few adjustment (nothing like the massive work Dan implied would be required - he stated I should learn to live with the noise). The result?? The fridge no longer makes the noise! I can't tell you how satisfied and happy I am. I only wonder if I will recieve yet again another bill. We shall see.
Showing posts with label Frigidaire fridge. Show all posts
Showing posts with label Frigidaire fridge. Show all posts
Saturday, June 14, 2008
Sunday, May 4, 2008
Baywest Appliance Service Inc. has very poor Customer Service
Everyone knows how important it is to have good customer service; great customer service is even better. All it takes is one disgruntled customer to tell all their friends and family and there goes potential business. People have a tendency to talk about negative experiences over positive ones as negative experiences leaves a bad taste in consumers' mouths. I am one of those disgruntled customers.
Our Frigidaire fridge has been making an annoying ticking noise every so often throughout the day even though it is a brand new fridge. In the past we've been able to tune it out but during the days where I was home during the entire day the noise started aggravating me. I ended up calling Baywest Appliance Services Inc located on 1st Ave N in Saskatoon. I called and was told that they would send out a service person at a time convenient for both of us. So far so good.
The service person came at the arranged time with what I assume was an apprentice as he really didn't do anything. As you would expect, when something is wrong it never occurs when a service person is present. I have to admit he did do everything in his power to make the ticking noise occur, from opening the fridge doors and changing the temperature in the fridge to make the motor run. Naturally nothing happened and 5 minutes later he left telling me to pinpoint where the noise is coming from. So that was that.
The next day he phones to ask if everything is running okay. I completely appreciated the call but in my head I am thinking, what the hell, you didn't do anything to fix my original issue while you were here so why would it be okay? I never knew things fixed themselves on their own. I was taken aback by this question as obviously he never did anything to fix it (and I had said it was a re-occuring noise from the start) so I said it wasn't okay at all. He tells me again to try and pinpoint the noise and states that fridges makes noises all the time. That made me irritated as he had no clue what kind of noise the Frigidaire fridge was making so don't try to brush my problem off like it's a normal sound and I was making a big deal out of nothing. I replied by saying that this was not a normal ticking noise and I never had a fridge, a brand new Frigidaire fridge nonetheless, make a ticking noise. What next I wonder as that was the extent of our conversation.
So at this point I have no idea if I am going to hear from them or not but a couple days later he does phone. He states that he has heard of problems like this (still this irritated me as he has not heard the noise still) but it originates inside of the fridge and it is not worth fixing as it is a lot of work. Again thinking to myself I came to the conclusion that he still has no idea what he is talking about because when we first spoke after his visit he told me that its normal that fridges makes these noises and now he states he has heard of my problem?!?! This frustrates me even more as he tried to pass off my "problem" as being a normal occurrence only to come back later saying that other people have complained about similar problems and it was too big to fix. I ended up saying that the noise is really irritating and it can't be normal and he said it was better to live with it than fix it. WTF? Obviously I can't live with the noise if I called you over to fix it.
Whatever. I no longer am at home during the day and have gone back to tuning out the noise. Then at the end of the month, maybe 3 weeks later I get a bill in the mail for $65.95 where it states in the description that the problem was "checked okay". Again wtf as I stated it was still making an annoying ticking sound and just because we couldn't replicate the noise when you were here does not mean that everything is ok. Not only that but I was never told there was going to be a charge for a house visit (although realistically most businesses charge for house calls but tells the customer upfront). With all due respect I understand and am okay with getting a service bill but that usually comes at the end of the service when the issue is FIXED. Completely annoyed I phoned the company to inquire what the bill was all about and that everything was NOT ok. The receptionist picks up and as I tell her that I don't agree with the bill she tells me I have to take it up with the service person that came to my house. Fine. She gives me his cell number and I call it. He picks up and is completely friendly and pleasant only to become irritated and abrupt as he brushes me off when he hears that I am questioning the bill. He tells me to call the office and leave a message for him and he'll get back to me. Presently I don't think he ever did call me back so fine, you don't return my call I am not going to pay the bill. Bottom line the fridge is still making a ticking noise and is not fixed.
So this all started back in the end of January and I didn't hear back from the company until April 28 when I am at work. I answer and the most bitchiest/rudest sounding person I have ever heard is on the other end of the line. She states her name and the company she works for which for the life of me I could barely understand as she spoke like she didn't want to be working. I greet her back and then in a snotty voice she states that there is an outstanding bill owing. I replied back saying I know about the bill but my problem wasn't fixed and you (the company) never did anything while you were at my house. She replies back even snottier that the charge is just for sending a service person to my house. I asked even if my problem was not fixed I still get charged and she replies back that it is a service charge and doesn't even offer a solution to my problem. Irritated I said I would send it in the mail when I feel like it and hung up.
I still have not paid the bill but I will probably at some point. However I will tell anyone and everyone that the service at Baywest Appliance Service Inc., 738 - 1st Ave N in Saskatoon has the worst possible service I have ever had and will recommend everyone avoid them. Does anyone have a similar service with them or for that matter, a company to avoid?
Our Frigidaire fridge has been making an annoying ticking noise every so often throughout the day even though it is a brand new fridge. In the past we've been able to tune it out but during the days where I was home during the entire day the noise started aggravating me. I ended up calling Baywest Appliance Services Inc located on 1st Ave N in Saskatoon. I called and was told that they would send out a service person at a time convenient for both of us. So far so good.
The service person came at the arranged time with what I assume was an apprentice as he really didn't do anything. As you would expect, when something is wrong it never occurs when a service person is present. I have to admit he did do everything in his power to make the ticking noise occur, from opening the fridge doors and changing the temperature in the fridge to make the motor run. Naturally nothing happened and 5 minutes later he left telling me to pinpoint where the noise is coming from. So that was that.
The next day he phones to ask if everything is running okay. I completely appreciated the call but in my head I am thinking, what the hell, you didn't do anything to fix my original issue while you were here so why would it be okay? I never knew things fixed themselves on their own. I was taken aback by this question as obviously he never did anything to fix it (and I had said it was a re-occuring noise from the start) so I said it wasn't okay at all. He tells me again to try and pinpoint the noise and states that fridges makes noises all the time. That made me irritated as he had no clue what kind of noise the Frigidaire fridge was making so don't try to brush my problem off like it's a normal sound and I was making a big deal out of nothing. I replied by saying that this was not a normal ticking noise and I never had a fridge, a brand new Frigidaire fridge nonetheless, make a ticking noise. What next I wonder as that was the extent of our conversation.
So at this point I have no idea if I am going to hear from them or not but a couple days later he does phone. He states that he has heard of problems like this (still this irritated me as he has not heard the noise still) but it originates inside of the fridge and it is not worth fixing as it is a lot of work. Again thinking to myself I came to the conclusion that he still has no idea what he is talking about because when we first spoke after his visit he told me that its normal that fridges makes these noises and now he states he has heard of my problem?!?! This frustrates me even more as he tried to pass off my "problem" as being a normal occurrence only to come back later saying that other people have complained about similar problems and it was too big to fix. I ended up saying that the noise is really irritating and it can't be normal and he said it was better to live with it than fix it. WTF? Obviously I can't live with the noise if I called you over to fix it.
Whatever. I no longer am at home during the day and have gone back to tuning out the noise. Then at the end of the month, maybe 3 weeks later I get a bill in the mail for $65.95 where it states in the description that the problem was "checked okay". Again wtf as I stated it was still making an annoying ticking sound and just because we couldn't replicate the noise when you were here does not mean that everything is ok. Not only that but I was never told there was going to be a charge for a house visit (although realistically most businesses charge for house calls but tells the customer upfront). With all due respect I understand and am okay with getting a service bill but that usually comes at the end of the service when the issue is FIXED. Completely annoyed I phoned the company to inquire what the bill was all about and that everything was NOT ok. The receptionist picks up and as I tell her that I don't agree with the bill she tells me I have to take it up with the service person that came to my house. Fine. She gives me his cell number and I call it. He picks up and is completely friendly and pleasant only to become irritated and abrupt as he brushes me off when he hears that I am questioning the bill. He tells me to call the office and leave a message for him and he'll get back to me. Presently I don't think he ever did call me back so fine, you don't return my call I am not going to pay the bill. Bottom line the fridge is still making a ticking noise and is not fixed.
So this all started back in the end of January and I didn't hear back from the company until April 28 when I am at work. I answer and the most bitchiest/rudest sounding person I have ever heard is on the other end of the line. She states her name and the company she works for which for the life of me I could barely understand as she spoke like she didn't want to be working. I greet her back and then in a snotty voice she states that there is an outstanding bill owing. I replied back saying I know about the bill but my problem wasn't fixed and you (the company) never did anything while you were at my house. She replies back even snottier that the charge is just for sending a service person to my house. I asked even if my problem was not fixed I still get charged and she replies back that it is a service charge and doesn't even offer a solution to my problem. Irritated I said I would send it in the mail when I feel like it and hung up.
I still have not paid the bill but I will probably at some point. However I will tell anyone and everyone that the service at Baywest Appliance Service Inc., 738 - 1st Ave N in Saskatoon has the worst possible service I have ever had and will recommend everyone avoid them. Does anyone have a similar service with them or for that matter, a company to avoid?
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