But the ridiculous people who sold me my washing machine don't even consider the customer at all in their repair business.
My "elite" washer is not even 4 years old yet. I have faithfully scheduled the free annual maintenance since I got it. All of a sudden, several things have gone wrong and I've had to schedule service visits for diagnostics, then the inevitable parts ordering and re-appointment to install.
These people actually expect you to set aside an 8 - 5 block of time on a weekday! They won't even discuss a morning or afternoon. Don't even be silly about evenings or weekends. There is so much wrong with this I don't even need to go into it.
The repair guy apologized today when he told me he had to order the part and come back next week to install. He explained how the company had software that scheduled his route so he could make the most repair visits in a day. Great for the company, all that productivity and fuel savings. Sucks for me because I have no idea when they will show up, just that it is a certain day that I have somehow carved out to be home.
Good expense decision is a terrible customer service decision. But I am stuck. I can't have anyone else repair my item for free.
But, and here is the really big but, guess how many more times I buy appliances from that place? Zero. Those guys get a big fat goose egg for customer retention. Don't even try to get a reference.
