HMS Warranty - Poor Customer Service
BEL AIR, MARYLAND -- On July 2nd called about refrigerator being inoperative. customer service representative said 1st vendor could respond on July 9th. unacceptable, then left message for second vendor. I called 4 hours later for another vendor (no response from 2nd vendor) but was told I must wait 4 business hours and that the claim could not be assigned to another vendor. Plus the representative and supervisor said it was too late to get a response from other vendors (7pm that evening).
The following day the 2nd vendor called to say that his father in law has died and he could come out on July 9th. Called HMS and relayed same. The representative said no one could come out till next week. But they would forward to dispatch to continue to find a service vendor. At 9pm HMS called to say someone could come out on July 4th to ascertain problem ( already knew it was blown compressor and had informed same, but the sequence is for service tech to come out, tell HMS what the problem is and give price for repair, if HMS doesn't like material price, then they purchase else where and ship to service rep).
Funny the day before the supervisor said no one would respond after 7pm, so I had to wait 20 hours to hear that that I wasn't getting service. But the next day I get phone call that a service representative could respond on July 4th ( call was at 9pm).
At this point I had waited 30 hours to get a service call scheduled for an inoperative refrigerator. Then a wait from the representative to tell HMS what the materials would cost for repairs, and in the mean time hundreds of dollars of food lost. So knowing that a service call on July 4th and then a call to HMS if answered ( it is a holiday), for material approval, if not, then HMS will ship parts to service representative or approve a new refrigerator (this one is 8 years old). So basically looking at July 11th for completed repairs or replacement (at the minimum). So basically 8 days without a refrigerator. So HMS won the battle and we purchased a new refrigerator.
Have had HMS for 8 years and never had this bad of customer service!!!!!
We could live with bad service from HMS for an oven (could use microwave or BBQ grill), a dishwasher (could wash by hand), a dryer or washing machine (could do by hand or go to a laundromat), etc..But with out a refrigerator could not keep stuff cold for the babies and grandparents, so we spent 1100.00 and had a refrigerator delivered the next day. Funny the same company who could not come out till July 9th, 7 days after the initial service request, but can deliver, remove and install a new refrigerator the next day!!!!
Also funny the supervisor on July 2nd at 7pm could not get a service representative to respond at that time of day, but the next day the representative found someone and called me at 9pm to say that thy had talked to some one.
HMS is basically out for themselves, no urgency from their employees and what ever hardships you are encountering is of no concern to them. They talked to me like I was a child and were very condescending. Looks like I will change to an new company next year, maybe they will be more customer orientated!!!!!!!!!!!!!