I had called on 2/27 to renew my contract and was told you no longer service California. I then got approval to repair our dishwasher as we still had several days of service with you before expiration of our contract. Thus begins 6 months of absolutely the worst treatment I have ever had with any company. After 9 months, 10 calls, emails and faxes (about 3 hours all told with getting shuttled around to various departments), I was told the case was closed and they were not going to reimburse me a penny. One customer service rep put me on hold for 29 minutes until I got tired and hung up and had to redial and start over.
I called 2/27 to get authorization by Richard White who said although the contract would expire 3/1, the dishwasher broke prior to that and you’d honor it. He sent a form I downloaded and filled out - it said anything over $100 needed authorization so I called again and told him it was closer to $400. I also called on 3/2 just to make sure that was covered as we had not yet been able to book a Bosch repairman (your team said you could not send a repairman but I had to book my own and you’d reimburse). Mike too said on 3/2 it would be honored. I had faxed along the estimate and form on 3/5 and was not told there was anything further I needed to provide. I made meticulous notes and had the repair done in April when Bosch had the parts. Then the fun began, I faxed the forms and paid invoice on 4/23 with no reply, called and emailed 5/9 and they said they would pay. 6/26 they said they never got the fax so resent then 8/8 said they never got the fax so resent and got a number to call so I could follow up the next day to ensure they got it since I did not want to play the “I never got the fax game too long”. They said they got it but the case was closed! I called again 8/13 at 10:10am and they said the case was closed, immediately before I even got a sentence out (which leads me to wonder if this is a training technique to try to get people off the phone without paying them). I pushed and asked them to look further. They then said it would be processed and mailed in 2 weeks - an expedited payment of $100. I told them the claim was $396 and they said I had not gotten proper authorization. I reviewed the notes from my conversation with Richard of 2/27 with them, and they said I did not get proper authorization even when I told them I asked Richard if there was anything further that needed to be done and he said I was set. Then they said the claim was denied. It seems your team simply keeps on a track until a customer just gives up. The customer service rep (female at 10:10am 8/13 if they care to reprimand her) was rude and transferred me to tech support who then sent me back to customer service and her line rang 25 times and she put me back on hold for 29 minutes before I hung up without being able to get her name. I called again that day and got John who was a manager who basically told me the case was closed. After I spent 15 min explaining the story again (for the 5th time), he said he would send me $100 only as the minimum since the ‘authorization was not done properly’ even though I had asked your team if there was anything further I needed to do. I told him I was quite unhappy and was going to complain (but figured I'd wait until I got my $100 check). Today, 10/15, I called to ask about my check and the rep said the notes said I did not want the check and the case is closed - no way to reopen it. I mean why would I not want the $100 I worked so hard to get (especially when I am due $396.65)? I have to say, this is an example that could be used in any customer service 101 training class of how not to handle a case.
The only person who was nice to me at this company was the who sold me the bill of goods.
0 comments