Diamond Factory Service — Local services in Sodus Township

We have a Jenn-Air refrigerator that wasn’t cooling properly. It was still under factory warranty. I called Jenn-Air and they scheduled Diamond to come out for repairs. When the technician arrived, the first thing he said is the invoice from Whirlpool wasn’t sent over correctly because it’s under extended warranty and there is probably nothing he can do unless I pay for it myself. I explained to him that it’s a factory extended warranty through Jenn-Air and proceeded to show him the email with this confirmation. He called his invoice person and they stated the same thing about not being invoiced correctly.

The technician did take out the crisper drawer filled with fruits and veggies to check for icing (which there wasn’t any). He then said there was nothing he can do since it wasn’t invoiced correctly. Now keep in mind, we have 4 kids and we keep throwing product away because it’s going bad quickly. I asked the technician why even show up since you know this invoice issue wasn’t going to allow you to do anything? Why can’t your office contact Whirlpool and get this corrected? (I feel this is a way for Diamond Factory service to get paid for a trip charge knowing they can’t do anything). I wasn’t very happy at this point because I was told that I need to contact Jenn-Air again and have them reissue an invoice with the proper number. The technician left, and while leaving all our fruits and veggies on the counter in the large crisper drawer.

I then proceeded to call Diamond to explain to them this is a factory warranty. The customer service agent, Kara, said it was an extended warranty through AIG and it is not her companies job to contact them to get their invoice correct and it’s my job to do this. She was on the verge of yelling at me because she believed she was right when I was explaining to her that it’s not an extended warranty through AIG and it’s through Jenn-Air. I was shocked at the horrible customer service and I asked to speak to a supervisor. Kara proceeded to tell me that a supervisor is going to tell me the same thing. I continue to ask for a supervisor and Kara continue to argue with me. She then reluctantly sent me to a supervisor’s voicemail. I did leave a message but nobody ever called back.

I then called Jenn-Air and told them the situation. The rep called Diamond and spoke to Joyce. Joyce treated the Jenn-Air rep the same way Kara was treating me. After that call Jenn-Air understood my frustration. They did reschedule for another visit (again, this will be another trip charge that Diamond collects from Whirlpool).

I then called back to Diamond and spoke to another rep about getting someone out there sooner due to all the issues. This rep said the notes on my original call said extended warranty and it wasn’t invoiced correctly, which confirmed to me they knew the invoicing issue but still kept the appt knowing they were not going to do anything. I asked again if someone can come out sooner than scheduled. The rep said that she is going to discuss this with Julie (I’m assuming Julie Hanaan who is over Business Operations). She came back on the phone and said they have a rep scheduled for next week, which is the original time that Jenn-Air scheduled.

Diamond Factory Service handled this as poorly as anything I have dealt with. I believe them sticking to the original appointment is out of retaliation and shows no care and concern for the consumer. Granted, I wasn’t happy when dealing with these folks, but I never once raised my voice. I only asked questions where they couldn’t answer which became very frustrating. I could have been a real jerk and pushed to have the technician come back and put the drawer and food back into our refrigerator but didn’t.

If Diamond Factory Service makes this situation correct, I would be happy to change this review. I highly doubt they will since they already had ample time to address, and did so in a very poor fashion. This concern will also go to Whirlpool since Diamond is contracted for their warranty repair on...

When I first encountered Diamond, I thought what a competent group of technicians Whirlpool has sent to take care of my microwave. The first technician was very Jermaine polite and very thorough in his examination on my device and replaced the magnetron and the door switch. About three weeks went by and then the awful customer service began. Calling the customer service center is like calling another country and they act like they don't understand you and that you are bothering them with your concerns. The next thing that was to be replaced after two prior visits where they couldn't figure out why it was have intermittent problems, the microwave magnetron stopped working all together. So they ordered a new button pad for the front of the microwave citing it must be the pad that has stopped it from turning the magnetron on. A week later a technician supposedly came out to our house and rang our bell to no avail we didn't answer at 8:05am. He said he called our house at 8:07 and didn't get an answer there either and didn't leave a message because he said it was his dispatchers job to call the client and leave a message, something they never did. Now if he would have left a message I would have seen it and called right back after I got out of the facilities, before he got too far away, but they failed at this very badly. We didn't realize he called on the caller ID until we called them 3 hours later after our appointment time was over. So one week later they arrived only to find that supposedly Whirlpool sent them the wrong key pad and will need to reorder another one. Now the bright and right thing to do is get on the phone with Whirlpool and match up the numbers on the mother board of the original microwave number pad, not just settling on having Whirlpool send them another key pad for that so called model. So you guessed it I'm sure. Another week went by and they got another key pad, didn't match up the numbers from the original mother board key pad, BECAUSE they were just to stupid not to write down and keep the numbers from the microwave key pad in question. So without them having to check to see if they finally had the correct part, they made me wait another week for an appointment, another three hours waiting during my appointment scheduled time, only to find they and/or whirlpool can't get it right. So they tried for a 3rd time to get the right part and low and behold a week and a half LATER, they came with the right part that fit my microwave accompanied by the first technician. Again he was so polite and apologetic for the companies lack there of brains (my wording) as to why it wasn't done the exact way I wrote about in this review. He finally got the correct key pad in and started it up, only to find it still won't heat anything up. He again tried everything humanly possible to get it to work, but to no avail. I then asked him to call his supervisor and explain to him what had happened and may I please speak with him, Matt, so I can express my concerns and see if we can get to the bottom of this with Whirlpool, Ikea (seller of Micro) and of course Diamond Service. But the service supervisor or dispatcher refused to talk to me asked by the tech like 3 times before just hanging up on his tech, stating I need to call Whirlpool or Ikea, not him. What kind of customer service agent is he. Whether he is phone support, field technician, supervisor or even at top person like a CEO, if a customer requests to speak with you, you need to accommodate them. Whether it is just to offer an ear of sympathy or to reiterate exactly what someone else had already told you, it's polite and professional to do so. So if you want an outfit to treat you less than important, and have a field of technicians come out numerous amounts of times to fix your appliance, well then this is the not so Service group for you. Signed Pissed of and...

I could not recommend them less. We live in the Kansas City area. I was told by the service representative I spoke to, Alexia, that I should leave my review on this page. We purchased our washing machine a couple of months ago. We noticed it was leaking oil, but it was still usable. Diamond Factory Services came out and said they would need to replace a few parts to fix the issue. They then came back a couple of weeks later when the parts arrived and replaced them. After they left, I attempted to run the machine. On the first attempt, the washing machine started making a high pitched grinding noise that makes it difficult to use (and sounds like it shouldn't be used). I called them again, expecting them to apologize and prioritize sending someone out to diagnose the issue. Instead they said they couldn't send someone out for another 11 days and that it was "their busy season and things like this happen". We have a newborn baby and have been doing tons of laundry, so I asked if there was any way they could come within a couple of days, especially as they caused the issue. Ultimately, they gave a number of excuses as to why they couldn't and didn't take any ownership of the situation. I am shocked they don't have a system in place for "call backs" like this, which are usually prioritized at other companies. Ultimately after complaining and having them discuss with a manager they moved my appointment up to four days from when I called. I understand things happen and ultimately I wouldn't have been upset if they caused the problem but then took ownership and prioritized coming out again to fix it. Instead, they didn't and I am incredibly frustrated. In addition, they have very poor communication in general - the earliest notice I received about appointments was the day before the appointment (thankfully I am off of work for maternity leave but it otherwise would have been difficult to arrange to be home with only one days notice).

*edit: I received a response saying "unfortunately this is our Michigan account". Like I said above, I specifically asked the service representative, Alexia, where to leave my review and she sent me a link to this Google profile page. If this is the wrong page, please send me a link to the...