Elwin Electronics Complaint - Horrible customer service

Review by spooks on 2006-06-26
WARWICK, RHODE ISLAND -- I bought my television from best buy.i bought a service plan from them and called them for my yearly cleaning.they put me on hold for 3 mins and came back and told me that someone from ELWIN ELECTRONICS would be in contact within 24 hrs. they did and setup a time. so the time came supposed to be here between 12-5on monday. well @ 4:30 i called to see what time the tech was going to be here.
well to my surprise they put me on hold for 14 min then got back on the phone and told me that he wasn't going to be here until between 6 and 6:30.i took the day off and waited for 5 hours and they still were going to be late.
so i asked to speak to a supervisor. i was connected to a woman named FRAN.who was by far the rudest woman that i have ever talked to on the phone.long story short she kept telling me about 4-5 excuses that she kept repeating.i ask to be put on the list for first thing in the morning.i had a wake to goto @ 6 pm the originaldate of service so asked for the next day.nope told me @ the earliest would be friday.
another day i was going to have to take off.
so the customer service supervisor,what a funny term for FRAN from ELWIN ELECTRONICS.because she had none what so ever.she may not even understand the definiton of the term customer service.she was rude and pompas.if these are the kind of people ELWIN ELECTRONICS employs then i suggest to everbody that reads this to find another company. i called best buy and the rescheuduled with ATLANTIC SERVICES and they put me in for the next morning tuesday @ 9 o'clock.
my time dealing with ELWIN ELECTRONICS WAS HORRIBLE.good luck if you decide to use them.
Comments:2 Replies - Latest reply on 2006-06-27
Posted by Anonymous on 2006-06-26:
Maybe you should write a letter to Best Buy, ATTN: Customer Service, 7601 Penn Ave. South Richfield, MN 55423 and indicate what Elwin Electronics of Warwick, Rhode Island, has worthless service, and mouthy Fran ain't nothin' but a hound dog, par se.
Posted by Doc J on 2006-06-27:
Once upon a time, "may I speak with your supervisor" was a magic gate to a resolution or an understanding of company policy. Consumers regularly asked for supervisors. The supervisor became the default CSR...wasted/expensive human resources. The "supervisor" one often speaks to is merely another call center chimp or, in small companies, whomever may be nearest the phone. Call center supervisors have more to do with keeping the chimps on the phone than solving customer complaints. They likely treat their employees like used toilet paper. They carry their "interpersonal skills" to customers as well. Big box stores are seldom "buy here and get service here". Look for an independent retailer with their own service department (RARE).

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