Appliance Services, LLC — Attraction in Epping

Absolutely horrible customer service. I had the misfortune of having my service visit assigned to this company for warranty service. They assigned me a four-hour time block, and I took a precious half vacation day after getting a confirmation call from Appliance Services 2 days in advance.

Half an hour AFTER the end of the block, I received a call from the tech. At that point, after wasting half of a vacation day, I had returned to work. When I called the home office to tell them that I would not be there because the tech missed my appointment window, I was told "we're running late; what are we supposed to do about that?" Of course, that response did nothing to diffuse the situation. I was then told that the two appointments that morning had run long, and that "we have no control over that." Also, "the dispatch company books these appointments without telling us, so we may not be free." Finally, the best/worst: in response to my (admittedly now beyond irritated) reply that these are all Appliance Services' problems, not mine, he responded "well, it's your problem now."

I'll give you a sec to let that response sink in, from a person allegedly in a customer service business.

Just by way of background, although the tech could call me half an hour after the expiration time, he apparently could not call DURING the appointment time to advise he was running late (because they didn't want to lose the money for the call, of course). Further, despite the statement that the dispatch company "books without checking with us", Appliance Services called to confirm the appointment, so as of two days before they weren't so booked that they couldn't handle the business. Moreover, as to what I expect them to do about their lateness - I expect them to know how to schedule appointments, and if they screw up, to 1) call the customer; 2) apologize for wasting his/her time; and 3) offer to fix it, including working overtime as necessary.

It is shocking to me that people who presumably deal with customers all of the time don't understand that dealing with a frustrated customer is actually that simple, especially when there is absolutely no doubt that the business is in the wrong (completely missing an appointment window is a good example). I'm actually not a believer in the customer always being right - sometimes the customer is dead wrong - but I am a believer in admitting when you messed something up and making it right. This company wasted my time and then failed that basic test of treating people the way you would like to be treated. Not a company I'll ever deal with again, and I recommend you...

Don't use this company unless you like really, really slow service, bad communication, and paying double for services.

I called for service and was asked for the make and model of each machine that needed servicing. I told the woman who answered the phone what part I thought I needed, and she assured me that the part was in stock and the technician would bring it with him just in case I was correct. Well, I was correct, however there was a miscommunication between the woman who answered the phone and the technician, and he was never told to bring the part. After paying $96 for the initial call, I was told the technician would have to come back with the part to fix it. I had to wait a week and a half for the initial service, and when I called to set up a 2nd appointment, I had to wait another week and a half. On the day of the 2nd appointment I was told I would get an email and a call before the technician came like the first appointment. I did not get either. My mom was at the house, however she did not hear the technician at the door, and I had to reschedule. So, I called to reschedule, and made an appointment for a week later. The tech was a no-show this time. I called and they said the appointment was never booked. Rescheduled again, but at least this time I only had to wait 2 days.

After all of this, I was charged for the 2nd service call! The issue should have been resolved on the original service call, which I basically paid $96 for the technician to level my...

FAST SERVICE, ON TIME, KNOWLEDGEABLE, GOOD VALUE!!!

Been using Appliance Services for 30 years, either for appliance repair in my house, or to pick up a part they have in stock.

Wayne knows all the home appliances, he knows what breaks on them, and has most parts in stock or can get them quickly. He will give you an accurately quote or tell you whether it is worth repairing or not. His employees are extremely competent, and have been working for him for years. That says something about his business!!

Recently had them repaired a 15-year old washing machine. They had all the parts in stock and came out in 2 days. Wayne had diagnosed the problems over the phone, quoted me a 2.5 hour 'window' for start time (12:30-3pm) Technician arrived promptly at 12:30, worked quickly, and finished in 1 hour.

IT DOESN'T GET ANY BETTER THAN THIS, EVERYONE I KNOW USES...