I own an honest Appliance Repair Business and have several vendors that we use to buy the parts needed to repair appliances for our consumers in need. Refrigeration is a important part of every day routine and a source of keeping food at a safe temp so that you do not get sick. We do whatever it take to make sure our customers who have refrigeration problems are handled in the quickest way possible. If the parts and many times they are not, we will order from online resources who will overnight the parts so we can get the customer up and running.
Most of these companies will charge a higher price for the parts and overnight fees. This is worth it to me to help the customers have refrigeration. I would make less on a job and that is okay too. Most important that the customer get the service fast.
I ordered a kitchen aid control board and ordered it to be overnighted from www.appliancezone.com. When the package did not come in I started to inquire about the shipment. I was paying an additional 35 dollars to have it overnighted. So we set expectations for our customer that we would have this part the next day. When the parts did not arrive I was told sorry we will take 35 dollars from the employee wBho checked the wrong box and refund it to you. Cusomer Service did not Help Neither did the
"CEOApplianceZone CEO to me
show details 12/11/08
Reply
Matt,
Again I apologize for the inconvenience this has caused. The unfortunate thing here besides the trouble associated with the shipment of this part is that had I known this earlier we could have located a warehouse capable of overnighting this part to you, unfortunately at 8:00pm Eastern time we have no warehouses that can do this.
Due to human error a ground shipment box on the check out screen was selected instead of next day air, I can't say this hasn't happened before but we work very hard to be sure it is almost a zero possibility but the "zero" is tough to achieve.
We have been attempting to reach your customer by phone to apologize but have been unsuccessful so far in reaching them, they also do not have an answering machine picking up.
We will continue to try and contact this person by phone, it looks as though the order will arrive on Tuesday, there is a possibility it could arrive on Monday however.
I am having the person who selected the wrong shipping method issue this refund back to you of $35, I know it won't help your part arrive on time but I won't have you pay for a service you didn't receive.
Please accept my apologies for this inconvenience, if I can assist further please let me know."
Looking at the CEO's Corner link on their site I was sure that the CEO of this company who was an appliance Tech in the past I was sure He would make sure this deal would happen. Wow was I wrong. I wrote him a letter.
Matt Maguire to JimAllen, info, customerservice, webmaster, ceo
show details 12/11/08
Reply
Dear Jim,
My name is Matt Maguire and I have a small business for appliance repair service in Kansas City and will In St Louis soon. I pride myself on fast service for my (our) customers. The couple times that I have had trouble locating parts and had to go online to order, I have chossen applinance zone to do business with. Price, Value and also the CEO corner part of your site is what sold me. Unfortunately I have had now two bad experiences. I ordered parts for a Refigerator (control board) Kitchen Aid and paid to have them overnighted. After the day was winding down still no parts. I looked up the tracking number and it says on time for the 16th. I ordered on the 10th. Not ontime. Refrigerator - fixing for an Lawyer Late - not good. You were a tech and if the supply co. Said to you "give me the customers email and I will send them an email and say we are sorry and that is the best we can do. What would you do? I am going to cut the price of coarse. I am going to have to find a place that can actually overnite this part. It is going to cost more. I am going to lose a valued customer. I cannot believe that your customer service tells me you have no phone? Your email address is [email protected] and there is nothing else we can do. The last order was on a subzero ice maker. It too was supposed to be here in 2 to three business days. 10 days on that one. I was also told same thing. Sorry nothing we can do. I Like to do what i say and promise. Your company is not doing this. Tell me what is going on. Is this the way you opperate? How bout if we get this part overnighted now and so I can get this mans fridge fixed. Will this email even get to you? I have no idea. I am disturbed by this and hope you have success. Also have asked for a part on the neat little chat deal. I get a link that says send us an email and we will add to our site? I am very busy and I have taken the time to write this email. Please Respond and Tell me that the part will be here. Tell me it has been overnited. Tell me the truth. I am an honest business man. I would like it if you were.
Matt
He Responded
ApplianceZone CEO to me
show details 12/11/08
Reply
Matt,
I apologize for the inconvenience, please allow me a short time to look into this and see what I can find out. I'll be back with you shortly.
I responded
Jim-
Charging back the employee is not what I am looking for. I know that you site and story is sincere. You are an awesome success story in this industry. I do watch and learn. I would like to have the same success you are enjoying and will. This is my take. I have twice ordered parts and twice this has happened. When the employee fails we fail. Last part ordered was a subzero ice maker kit, I am not sure if I used this email or if I used [email protected]. I love to hear from my customers and we have meetings about what I have learned through the week. Whether a tech turned in before a job was complete or is giving out his own cell phone number to avoid charge backs on parts. I constantly strive for the best we can give. Now what I was asking was can another control board be sent overnight. There is nothing we can do about the one hanging out at ups ground. I do not need two of these parts. I only need one. So what if you sent one overnight and I return the one that comes on the 16th. Seems like an easy solution to the problem. That is what would make me happy. Customer support asked for the customers email address so that they could explain. I thought man if only I had an email for this customer they could go to your site and see what the mark up on the part was going to be and I would have to ask a very smart lawyer for this who is already upset with me that I did not deliver what I promised. I did suggest that customer service call and they ask me if I wanted to know if they wanted my customer to cancel the order??? I can tell you I really was not ready for that one. Hell I can blow a deal out the water as easy as that. Lets just tell them to go buy a new fridge while their at it. Again I know myself if you want it done right you have to do it yourself. Only you would know how you wanted it handled. Here I am a wholesale buyer and buying retail when I have to. I do a small amount of business with marcone. About 10 to 12k per month. Once before I asked one of the online helpers if there was any chance of doing wholesale business with you all and was immediately turned away. We make a little off volume and go after that market. For Example the drop ship from AAP who left their pink slip in the box. I paid 159 plus freight and you paid 94 plus freight. Well you sold 1 to me. Now cut profit in half and sell me 100 of them. Oh I know your smart and a good business man. I will shut up for now. Your move and thanks for listening.
Justin had sent me a message that said the only thing I could do was re-order the parts but it was now Friday. That meant Saturday Delivery. That also meant cost was now 89 dollars for delivery plus the parts. Well I need to take care of the customer and that is all we can do, send them. Lets take care of the customer. He also said refuse shipment of the other parts and their return department would handle the other order and refund it.
Well let me tell you UPS dropped the shipment on the porch and left. The Saturday delivery came and it was the wrong part. Lost my customer. Now have two control boards and latches that I may never use and they will not take them back.
I Resonded
Matt Maguire to help, ceo
show details Feb 11 (1 day ago)
Reply
Wow this is insane. Here is our conversation on live customer support.
V Thanks for contacting us. An operator will be with you shortly...
Please wait for the next available operator.
[Ashley] Hi, how can I help you today?
[Visitor] hi ashley
[Ashley] hello:)
[Visitor] i had ordered some parts from you all a while back and we are having trouble returning the parts
[Visitor] we ordered the parts to be overnighted and they were sent ground
[Ashley] are they electrical parts and how long ago has it been
[Visitor] so we had to have them ordered overnight for saturday delivery
[Visitor] then the customer was mad and I had written the ceo
[Visitor] about it
[Visitor] it was a control board
[Visitor] then it was a second control board and also there were two latches
[Visitor] the control board ended being the wrong one
[Ashley] sorry you need to e-mail [email protected]
[Ashley] you can sell these parts on e-bay
[Ashley] thank you
The operator has ended the chat. Thanks for contacting us.
Mr Allen:
Wow!!! Are you sure you were a tech? You looked like you were in some of the photos. I Got into the business because I knew that there was plenty of bad, bad companies out there, and there was room for quality help needed. This will be posted on my Website as well as all Appliance Repair Forums and Blogs if we cannot come to a resolution to the problem. Anyway we paid for Overnight Delivery and then paid for Saturday Delivery. This is the worst Customer Service and for a Ceo Corner that you have I am surprised about this. Here are a few of our ratings and reviews from Service Magic if you care.
RATINGS
Current Rating: 4.44
Total Ratings: 73 These Ratings & Reviews have been provided by previous ServiceMagic customers who have had work performed by American Appliance Repair Services,
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First | 1 - 10 of 73 | Next | Last
Customer Rating:
City: Kansas City, MO
Project: Appliances (All Types) - Repair or Service
"Was able to work around my schedule. Fast efficent and inexpensive. AAA "
Customer: Kevin M.
Member Since: January 27
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Customer Rating:
City: Raytown, MO
Project: Appliances (All Types) - Repair or Service
"Arrived on time. Is very knowledgeable and effected a repair quickly. The cost is cmmensurate with the level and quality of service."
Customer: Bob S.
Member Since: August 15
Additional comments provided by American Appliance Repair Services, LLC
Thanks Bob for giving us the credit for doing the right thing. We know it is hard to find good help and here we are bringing service back to service. It was a pleasure serving you and look forward to helping in the future, Matt Maguire
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Customer Rating:
City: Kansas City, MO
Project: Appliances (All Types) - Repair or Service
"Quick and expedient service. Was able to diagnose and fix affordably. Would recommend to anyone."
Additional comments provided by American Appliance Repair Services, LLC
Thanks you for the review. We take pride in serving our Customers as if you are family. Another 5 Star review. As promised we Tell what it is and how much it will cost before we do any work. Thanks Again MATT
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Customer Rating:
City: Leawood, KS
Project: Appliances (All Types) - Repair or Service
"He was quick to identify the problem and helped greatly."
Customer: john e.
Member Since: June 21
Additional comments provided by American Appliance Repair Services, LLC
Thank you John and we are professionals at what we do. Letting the community know is very good of you to do and hope to serve you again in the future.
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Customer Rating:
City: Kansas City, MO
Project: Water Heater - Install or Replace
"American Appliance did a good job on my hot water heater replacement. They were a little late for my project and they had to come back out to fix something again but were back with in an hour of my call."
Customer: Veronica R.
Member Since: August 5
Additional comments provided by American Appliance Repair Services, LLC
Thanks Veronica, We are not sure why your furnace pilot went out but we were happy to square that away for you. We pride ourselves on quality workmanship and also being there when you need us, Thank you for the review. We hope to serve you in the future.
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Customer Rating:
City: Kansas city, MO
Project: Water Heater - Repair or Service
"They were great getting out on site, and calling with all the information that I needed. The store manager was very pleased with the work. Than You!"
Additional comments provided by American Appliance Repair Services, LLC
Thanks for the Rating and we look forward to serving you in the future.
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Customer Rating:
City: Gardner, KS
Project: Appliances (All Types) - Repair or Service
"The service was, professional, quick and affordable. These are the qualities that are rare in today's marketplace and especially in a time of need. The customer service is better than expected. I would definitely use and recommend this company again."
Customer: Roger W.
Member Since: December 30
Additional comments provided by American Appliance Repair Services, LLC
Thank You Roger for the comments. It is our pleasure to serve you. Please call us in the future if you need our help and well if you just need someone to talk too. Welcome to the American Appliance family.
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Customer Rating:
City: Olathe, KS
Project: Appliances (All Types) - Repair or Service
"Thank you for your service first off! They were very prompt and helpful. I didn't have to wait long for service. The ability to text them via mobile phone and get a call shortly after is very nice. I would definetly use their service again and/or recommend! Thanks!"
Additional comments provided by American Appliance Repair Services, LLC
Call us day or night (or text) and thank you very much for the rating. We do remember all of our customers and we want to take care of everyone the same but sometimes when you give us all the love we will return the favor! Matt Maguire
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His Final response to me,
From: "ApplianceZone CEO" "Our policy we do not accept returns on electrical items, this is due to the fact that the majority of electrical items will be returned installed, or used, therefore we do not accept them.
I do apologize for the inconvenience caused with this order, I am curious to wonder why a professional service company would buy appliance parts from a retail location? As a service company owner for fourteen years we purchased parts from a distributor, I would highly recommend companies such as Marcone Appliance Parts, or Sundberg appliance parts located in the Midwest.
Again, our staff whether your situation may be unique or not will always refer you back to our return policy, it may not work out for you if you want to return electrical items but that is why I would suggest using a distributor for a supplier not a retailer."
My Take; Buyer beware of this company. I have over 500 dollars worth of parts I cannot use. I have lost a customer who will never call on us again and I am sure that they will tell their friends and Family not to use us and I will never use this company again.
Matt CEO of my own Little Honest Company
Matt
Parkville, Missouri
U.S.A.
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