I had a horrible experience with customer service. I was slotted for an 8-12 appointment time yesterday, and changed my schedule to be available. I got a call at 10:30 to say they would be at my home between 1:30 and 2. When I told them I was not available during that time, the customer service rep said she would see if I could be scheduled last in the day (when I could be home) and get back to me. No one ever called me back. Then I got a message at 1:30 on my home phone from the technician, saying he was out my house, that I wasn't there and I would have to call back for a new time. I called and complained, stating that I had called earlier and spoke to someone about coming out later in the day. No one could find a record of that call, and they said the best they could do was schedule me fo another 4 hour time frame the following week. I indicated this was neither fair nor acceptable, as I had been available during the time I agreed to be there, and they were the ones that has defaulted on that agreement, not me. I was passed to the "Escalations" department (and believe me, if you have to call it that, it is not a good thing!) I was told by the "customer care" representative there that despite the fact that it was not "my fault" that the appointment didn't occur that day, I would have to make myself available for another four-hour window. I asked if I could be scheduled first for a time period (i.E. 8 or 1) and she told me she couldn't do that, that my only option was to waste another 4 hours waiting for them to show up (or not). I ended up hanging up - very frustrating, rigid, extremely poor customer service. I will ask Kitchen Aid for another vendor. Avoid these people if you can.
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