10 months and no resolution to my repair request (under warranty).
Please note that the times below are approximate. I'm not looking at my records as I write this.
I spent the first three months dealing with their incompetent repair service, who broke the machine further three times.
I then called their (outsourced) customer service center in Tennessee and talked to Flavus. He approved my using another repair company, and told me he'd send out the part immediately. A month later I asked him what was going on, and he looked up my case number and told me it was going to be 90 days until the part arrived. I told him that was unacceptable, and he told me I could fax in my receipt and then he would send me a new unit.
A month later and no reply. I called him again, and he said he didn't have any records of my fax, and that I should try it again. Two weeks later I called him again and he said corporate was working on it. He never would he give me any supervisor's contact information. I even sent an email to him, after he told me that he would forward it, asking for an immediate reply. No reply ever came.
Finally I called when he was on lunch and got someone else, who gave me his supervisor's contact number: Gale, the head of customer service.
I called her and she told me that she had never heard of my case! She also said they were not sending me a new unit, but rather the part. Furthermore, she was rude and curt; she would never let me finish a sentence, and wasn't even interested in hearing the full details of what I had been through. I still made her promise to look into what had happened all of this time.
Today, a week later, I call her, and she hasn't gotten a call back from Flavus. She can't even get her own employees to talk to her! She then told me that she's busy, and didn't have time to deal with this stuff, at which time I blew my top.
Please spread the word. Please speak out against this type of customer service. Save yourself the hassle and spend a few extra bucks on a different company's ice machine.
If you have any contact information for c-level people in this company, please contact me.
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