We had the lid to our top load Samsung washer crack at the hinge. Knowing we would need a new lid,, I went ahead and ordered the part over the net and had it ready..
I called Cook's based on a couple of reviews that I read on the internet. I spoke with the receptionist and explained our situation. As it was a Thursday late morning when I called, she told me that she would attempt to set up an appt with a service tech for Friday, but it would probably be Monday before someone could come out.
Monday came and I waited at home all day. I finally called Cook's back Monday afternoon and was told by the receptionist that she knew the work order had been made, and would contact the service tech. I explained that I had an out-of-town obligation on Tuesday. She said she would set up the repair tech for Wednesday.
Wednesday morning came and went, again with no service tech or explanatory phone call. When I called Cook's again, the receptionist told me (in a short tone) that she had a customer in front of her and could not help me. She gave me the service tech's cell number and told me to call him and see when he could come. I attempted to call the service tech and had to leave a voice message.
Laundry at home was stacking up, and so I called a competitor to have the lid replaced. I then called Cook's back to cancel the service request.
The competitor was out first thing Friday morning, and completed the installation within 10 minutes.
I understand that in the current Covid environment labor is stretched thin. I wasn't expecting overnight service, and was willing to be patient (into the next week) for a service tech. However, I would expect a service company to at least make a courtesy phone call or text to let a customer know if service cannot be done on the day it is scheduled.
I cannot speak to the quality of the repair work done by Cook's, but can say that their efforts to keep their customers informed is lacking. read more
