Sigh. I really hate having to write a bad review, but wow, we had a lame situation with their repair service, to the point I canceled. Here we go: if you get tired of this saga, scroll down for the TL;DR section.
Very conveniently while we were moving, our washer and dryer decided to take a vacation from working, so we needed to get some service ASAP. Beez was the first appliance repair service that said they could come. "Tomorrow (Saturday) - your window is from 11 am to 12 pm."
Saturday: At 11:55 am, I call up and say "um, hey, is everything okay?"
"Oh, we actually re-scheduled you for 3 - 4 pm. We are so sorry we didn't tell you." I tried to accommodate them but in truth we just had too much to do and I called and asked to reschedule.
"Oh, we are so sorry, I had no idea you were in our schedule, so-and-so didn't put that on our roster." Okay, we all make mistakes, we are human, so I'm willing to forgive them. We schedule for Tuesday 11 am - 12 pm.
I call up beforehand (10:30 am Tuesday) to give them my fiancee's phone number as an alternate (but hey, there's still both of us).
"Oh, hey, what's your name again? Um, let me look....Oh, wait, I don't see your name in our schedule, hmmm....Oh, you're in our notebook, but nobody told me to put you in. Ok, we can get you in for 11 - 12, but we are running a little bit late."
Then they call up my fiancé and say "Hey, it's going to be 12-1 now." When he protests, they said that they had told me 12-1 pm. No they didn't. A "little bit late" doesn't mean shifting over to being as late as 1 pm...We weren't the ones who messed up, you did, and it's on you as a service business to work with us...But hey, life is complex, we want to give them the benefit of the doubt, and we roll with it. I zipped home to cover for my man who had to rush off to work.
12:50 pm, nothing. Then my fiancé calls and says "I couldn't pick up my phone at work a few minutes ago, so they immediately decided to go on to the next call." Now, they had my number as an alternate - you might think they could call me, especially being cognizant of these issues since all of this BS is going on because of their internal miscommunications. Dialing a second number isn't exactly rocket science or hard work.
I'd had enough, so I called them back and basically said "thanks, but no thanks" explaining some of why we were annoyed. The person who listened was polite.
One other thing that is messed up is that whenever I've called, I always have to be put on hold, and different people answer, and then I have to re-explain my situation...Beez, here's a few suggestions. Low-tech: have your employees give their names to the customers so at least there can be continuity in discussing a service/sales situation. Slightly higher-tech: have a separate line for service calls versus sales like other businesses. I heard them talk about "seeing this in my notebook" which is very lovely and archaic, especially if you do it with a quill, better yet get some papyrus (or do cuneiform in clay - man I've been wanting to say "cuneiform" lately because I'm a nerd) but maybe consider using something like Outlook and having everybody networked to that via their smartphones so that there's far less confusion.
TL;DR: Rescheduled without notifying us first time. Didn't have us in their repair roster a second time. Rescheduled again (and said I knew they would be up to an hour later, um, no, I didn't), then when my bf didn't pick up immediately did not try calling me or knocking on the freakin' door....All this during a weekday with both us being working professionals and having messed up on their end.
In the words of the great guru Katt Williams: "I have s--- to do, I have an agenda." A repair place needs to know that.
Again, btw, I hate being negative. I really do...However, be warned that there can be these issues. I hope they figure this out soon. read more
