P.C. Richard & Son Service Center — Local services in Carteret

Update 1: It’s an absolute circus show! After they replied to my original review apologizing and asking to contact them, a day later they removed the response!!!

I’ve been dealing with them for over a month. Technician shows up on first visit asks what’s wrong with the machine, checks it, then says he is going to order both parts and should return soon to fix it.

A week later we get a notification that a technician will be returning to fix the machine. The technician shows up with only one part and claims the second part on back order. After taking the machine apart, the technician tells me they gave him the wrong part!

We call the service center asking if they could arrange for the two parts to be serviced at the same time, just to find out that the second part was never in the system. And that’s where the fun begins!!

The representative advised that we can always call back after the repair is done on the first part to get the second part repaired! (Could you imagine this is how a company operates) I asked if they could reach out to the technician to see if the other part could be ordered as well. And of course I was assured that they will do that and get back to me.

Called back three days later since no one bothered to follow up… (thank you for calling PC. Richard’s, we have 57 callers ahead of you) imagine being on hold for over an hour to speak to someone just to be told, there’s no request or mention of the second part at all in the system!

Once again I asked the representative if the second part could be ordered and added to the first repair and he says he will escalate the issue to management!

A few days later, I received a notification for a scheduled appointment for the following day! Called to see if the second part is included and again, the representative says he sees no mention of that second part in the system!

A few days later, the technician shows up at my house just to tell me that they gave him the wrong part again for the first part and that he will have to come back another day for the repair.

Just called, again, to see what in the world is going on and was told that the issue will be escalated…lol!

Imagine dealing with a circus, where no one knows what’s going on! Technician blames the parts department for not placing the order for the second part and for ordering the wrong part twice for the first part. Representatives who tell you that they’re going to request the second part and when you call the next time, the next representative tells you there’s no mention of it anywhere on the system.

Endless hours of waiting on hold while hearing elevator music and a phone system announcing how many people are also on hold … “Thank you for calling PC Richard’s, we have 73 callers ahead of you” just to get someone on the phone who sounds like he is not even interested in hearing from you or even being at work today!

Clearly, this could have been all avoided if they had some sort of a better system of communication and organization. It seems as if there’s a lack of communication and coordination among the different departments. Phone rep can’t see what the previous rep stated, technician claims he ordered all parts and blames another department for not getting the parts ordered correctly. Promised follow up calls that are never received.

I’m all for supporting the local businesses and have been a PC Richard’s customer for years, but if the business itself allows this level of disorganization and carelessness to go on, then I have no choice but to look elsewhere. In today’s competitive market, losing one customer is one too many.

I will write an update once everything is sorted out.

Original review: Don’t buy appliances from PC Richards. They have the worst customer service ever! From technicians that lie and make up stories to phone representatives who don’t want to do their jobs. Extended warranty is worthless. Don’t even bother buying anything from them. Waste of...

I can’t even begin to fathom what is happening with us. We have purchased an LG television from PC Richards about 5-6 months ago. As of two months ago it just stopped working and no longer turns on anymore. We called pc Richards and they forwarded to their service department since it has been more than a month we can no longer return it. Ok. The service department has been one of the worst experiences we had to deal with in our lives. It took about 3 weeks for a technician Tom to come out and look at our tv on June 11th. We were able to get a good look at him since he wasn’t wearing a mask in his car. When he came in the house he said that there was a big confusion with the name and address. Even though when we set up the service appointment we told them that this TV was a gift for my parents and we gave their name and address (they live 2 streets down from them). I was there for the appointment so I don’t see why that even had to be mentioned. Anyways.

He said a part needs to be ordered and that I would get a phone call and an email once it was delivered. Ok. Got it. It got delivered on July 1st. On July 6th he came back for the follow up appointment (again we were able to see his face before he put the mask on) and we could see it was the same technician Tom. He came into the house and pretended like he never was here before. He didn’t know anything and didn’t have any parts with him and when we explained to him the situation and what is going on he looked back at the records And saw that he was here last appointment. That is when he went on to say “oh yeah it was me last time”. He told us that he needs to order a part for the tv in order to fix it. When we told him we already had notice that it was ordered and delivered he said he didn’t know what we are talking about. When we asked his last name he didn’t tell us, he walked out of the door and slammed the door.

We called the service department right away and they said they would “handle the situation” and that the next available appointment would be July 13th next week. Ok. Once I hung up the phone I received a text message that my service appointment was cancelled. I called back and they said that the text message is wrong and to ignore it, and that everything is set and to expect the initial window to be from 8-12pm. And that they would call us once the time is really confirmed. Well no one called, I never received a text message. And now it is July 13th and no one Ever came.

I tried calling the service department since 9am this morning and it automatically turns off because the automated message says that there is over a 30 minute hold period and to call back later. I have tried calling the store, no one can get ahold of service and told me there is nothing they can do. I got a phone number and I called online sales. I explained the situation and they told me they have no idea why our appointment today was cancelled and that they can see that Our (now second replacement part) has been ordered and delivered. Yet they don’t know why no one has come to install it. We scheduled another appointment for July 22nd while waiting for the “supervisor” to give us a call back, but 5 hours later I received a text message saying our appointment has been cancelled.

WHAT DO I DO? No one can help.. no one to speak to from the service department.. no one ever calls back.. no one can help from online sales or from the actually PC Richards store. What do I do now? It is now almost the 3rd month that we have this TV. And it is completely broken. I just honestly want to get rid of this tv so bad and get my money back but only the service department can say that it is “unfixable” and eligible...

If it was possible to give NO stars, i would GIVE NO STARS. This place is WORST THAN A JOKE....it is not just ranting and raving, I have reasons to be upset. several attempts are made to fix, what should be a simple issue, by a PC Richards 'PROFESSIONAL'....but I guess i'm expecting too much. No sense of urgency what so ever from the bottom to the top (dispatcher to supervisor). The service windows that are provided are not met - EVER. At 2nd service call, I got a text message at work saying the tech will be at my house in 15-20minutes, I rush home and they got there 3hr20minutes later, outside the service window, and STILL DID NOT FIX THE PROBLEM. Simply they give ZERO F...cs about problem with the appliances, yet their advertisement says, 'all of our service technician are factory trained and certified'. our staff is 'friendly and knowledge'...I work for a service company too, there are mistakes too...but f there is an issue with our client, I get in my car personally and make things right!!! I'm not asking the dispatcher or a supervisor to come fix the appliance issue, but a supervisor should be able to arrange to have the technician at a service call at a specific time. I really hope someone fixes this mess, and gets things right. you spend over $9000 on appliances, buy the extra extended service and when time comes to get anything fixed you get treated like dirt...BAD JOKE,...