David K.
Rude
Rebecca answered the phone. I asked for a quote. She insisted that a technician had to come out to do an inspection. I understand that they want to make money, but when I told her that I needed a quote and could give her the model of the fridge and the part number, she still insisted that a tech would have to come out to look at it to make sure that was the part number. Sorry, but I am not paying $79.95 to have someone check that I can read. I wanted a quote to see if I will use them. When I asked her to check the part number and give a quote, she flat out refused. So, I asked for a supervisor. She then promptly hung up the phone. I tried to call back, but it went to voicemail. The most unprofessional experience with a repair service ever. The only reason I even called, is because I don't have an evac machine for the Freon. I could do this myself. Update to manager reply: We asked for a supervisor, and the phone went dead. Highly suspect. Providing me with a olace to find the part does not give me an estimate as to your charge. I asked for a quote for replacement of the compressor. I have the part number. Not difficult. Your company just wants to make a quick $80 because most people dont want to spend the money on the repair. I know how much it could cost. As far as how I and my wife talked to your CSR, asking for a quote, and trying to give a part number only to be interrupted and told a service tech would have to determine the part number is insulting, so asking for a supervisor is normal. Then to hang up, or as you say disconnected, is just bad business. Yes, when the line picks up and says to leave a message, that is voicemail, not an automated answering service. And truly, telling me that my wife is rude, you have a lot to learn about talking to customers. You are right, best we do not do business, and I am sure to let everyone I know about my experience.
Response from Accredited Appliance of Arizona, LLCDec 9, 2020
Hi David, I am the manager here at the company. I just spoke with you on the phone. I listened to the recorded call and spoke with the CSR, I am aware of the situation. I would happy to share the recordings of the calls with you as well. There are a few things that I addressed with you on the phone today: The CSR did not hang up the phone on you, the phone was disconnected. We are not sure why this happened. I did promptly call you back to discuss the situation and to clarify any misunderstandings. You called back and thought it was the voicemail and hung up on us, even though it was during our automated call recording message. Our CSR is accurate in stating that we don't do quotes over the phone. The reason that we don't do that is that the technician has to physically diagnose the unit in person with his testing equipment, there is no way for us to do this over the phone. You wanted part availability based on the part numbers that you thought were needed on the unit. I offered the local parts vendor's information to you so that you could access this information. You refused to take the information. When a customer claims to know exactly what is going on with a unit, it is our company policy to confirm the diagnosis by having our technician physically diagnose the unit so that way we are not ordering parts or confirming a repair that may or may not be needed. We are not denying or discounting your intelligence by wanting to confirm the issue of the unit by diagnosing it with our own technician. Repairing the unit is always our goal! No need to worry about a service call fee if repairing the unit is your goal as well, seeing as the service call fee is waived with every repair. The way that you and your wife spoke to our CSR and me was unacceptable. At the end of our phone call, I stated that it is in our best interest to split ways and not do business together. You agreed.