No Respect for Customers' Time
Our repair required 2 service calls, both scheduled to occur between 12 and 4pm. Both times, the technician called ahead of time to confirm when he would arrive. In the first case, he corrected the time to 4pm or 4:30, and then showed up at 6:30. The second visit he confirmed that he would arrive between 1 and 3, then called back once he had missed that window, and rescheduled for a time outside the 12-4 window again (4:30). It is now 6:30pm and I have been waiting for him since 1pm.
In both these cases I had to take the afternoon off work to be home for the service call. Apparently this company is so poor at scheduling that after several years in business they are still unable to assign an appropriate number of calls to a technician each day, or hire technicians who are able to tell time. That, or they simply lack any respect for their customers' time. If you ask me it's all of the above.
- Approximate cost of services:
- $1,000.00
- Company Response
Hello Helen,
We are very sorry to hear you had a poor experience.
Here at Platinum we do our very best to maintain a 'next day service' level of scheduling. Most major appliance companies in this area book appointments two weeks out. We realize that our customer's time is important, and how much we all rely on our appliances in this day and age, hence why we book next day. We do such a high volume of calls as Whirlpool Canada's Top Servicer in Western Canada, that we cannot possibly fit everyone in between 8:00-12:00 or 12:00-4:00. Those time frames are *requests* provided by Whirlpool, which we do accommodate 90% of the time.
I have spoken to the technician who serviced your appliance, he is apologetic. His account of the events is, yes, he was late for your diagnosis appointment and showed up around 6:00 to which you denied him access as it was too late. This is understandable as that is dinner time and everyone has plans. He states in efforts to make up for his tardiness he returned the next day and worked around your work schedule, coming after 5:00. We then submitted his diagnosis report to Whirlpool, who agreed to cover the part on your out of warranty washer. Upon scheduling a parts appointment, he advised you that he would do his best to come between 1:00-3:00 but that with the volume of calls he had that day, he did not think he would be there before 4:00. At 2:00 he called to let you (and his other afternoon appointments) know that due to traffic and construction in the surrounding area, he was an hour behind for several appointments.
We here at Platinum do not condone excessively late appointments on the regular. We employ fifteen other technicians all over the Lower Mainland/GVRD and they manage to schedule their calls in a seamless and timely manner. Our management team will be meeting with this technician to discuss time management and expectations.
Our team here in the office was unaware you were experiencing difficulties, we would have made every effort to ease the experience for you if we had known there was an issue. However, when it comes to traffic we unfortunately can only do so much.
Again, we are sorry your experience was below standards, and we are using your feedback to alter the way we schedule our appointments in the future.
Platinum Appliance Service
https://www.platinumappliance.com/
1-877-826-8403