bellefior (bellefior) wrote in bad_service,

When Next Day Isn't Next Day and An Emergency Isn't and Emergency

Dear Appliance Repair Company:

When your repairman shows up at my house at 10 am, tells me a part needs replacing, that he does not have the part on his truck but it will be put in as an emergency order and express mailed to my house from the appliance company to arrive the next day so this can be fixed ASAP, well I kind of expect it to arrive the next day.

So when I check the following day to find out that FedEx, UPS, and the USPS have all come to my apartment building for the day and there is no package, then I will be calling to find out where it is.  And when I find out that it wasn't ordered by you until today, expect me to be annoyed about it.  Especially since a) it was a computerized order that went straight into the system in front of me when your tech put it in, b) I was told it would be an emergency and shipped next day and c) I have an appointment set up for you to come on Saturday to install said part, which was based on the fact it was supposed to be here today llike you said it would.

When I ask you why it was not ordered until today, telling me it was not in stock does not answer my question.  I get that it was not in stock and it had to come from the company.  But when your technician has a service call at 10 am, puts an order in then and there, and then the part does not get ordered until the next day, 24 hours later, I will ask why.  Finally telling me you don't know why it wasn't ordered the same day is at least an honest answer, even if it is not a satisfying one.

Just hoping the part comes early tommorrow morning so we can still keep this appointment as scheduled.

ETA:  Arrived home and there was a message on the machine asking me to call the repair company to reschedule.  When I asked why, I was told that it was because the part was not in.  Was told that if it came in before 9 am, I could keep my appointment, but if it came in after 9am I would have to reschedule.  I asked about the afternoon appointment I had been promised if this happened and was told they had no appointments in the afternoon tomorrow and couldn't fit me into the schedule, regardless of what I had been told.  Apparently there is nothing they can do, even though I was told it would be considered an emergency repair and the part was not ordered when it should have been by them.  I was asked if I wanted to reschedule now and told them I would wait to see if it arrived first thing tommorrow, and if not, would reschedule tommorrow.  Hoping I don't have to do that, but if I do for a Monday appointment if I do have to reschedule.

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