Metro Factory Service Informative - Incompetence and lack of customer service
BETHESDA, MARYLAND -- This is not a blat at my technician, but at the true lack of any customer service this company offers. After having my one year old Whirlpool fridge break down a second time, (the first was 6 weeks ago 9/15/07- after returning home from a two week vacation to such a rancid smell I was surprised Vincent hadn't shown up). I was told that someone could come 10/30/07. I called 10/26/07. I said this was unacceptable and that I needed a tech. today. I spoke with a supervisor who promised she'd call me back to check on the part in 30 min. That was nine hours ago. I called back, only to be told that no managers were available. I waited for another 30 minutes until one could be located. At the point that someone was getting on the phone, my clock turned to 5:01 pm and I was hung up on.
I called back only to be put into voicemail.
I then called Whirlpool who informed me the Metro Factory Service is a "preferred provider". I was welcome to use one of the other "preferred providers" but I'd have to pay a service charge. The woman Jessica, was terse, rude, and lacked any penchant for customer service.
I asked her to call Metro on my behalf; she declined saying they were a separate company though Whirlpool recommended them.
Needless to say, I have no freezer, no concrete appointment (somewhere between 8 am - 5 pm on Tues., thought the tech will call me Tues. morning between 8-9 to give me a three hour window), and no love lost for either of these companies.
I said that I knew of a company that would come over within the hour to replace the compressor. They wouldn't pay.
Why is it that these huge "factories" always need to order the part?
When has communication become so incredibly alien?
When did companies lose pride in what they did?
It truly is disappointing and frankly, disgusting.