Chicago Relocation
 

How do I know when I get good customer service? Well, I certainly know when I don’t

March 22, 2011

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I have been meaning to write a blog post on customer service, as it is so important to the relocation industry.  I thought I’d compare it to something outside the industry, and when I needed to fix my broken refrigerator, the opportunity arrived.

When I recently bought my condo the ice machine was broken.  As an entertainer, you can imagine my dismay!  I recently contacted Jenn Air to have the issue resolved.  Their service provider in Chicago is A&E Factory Service, and the nice lady on the phone set up an appointment. Their web address is www.aefactoryservice.com

The issue wasn’t resolved the first time around, so parts were ordered, and I took the morning of Monday, March 21st off to wait for the repairman, scheduled for 8-12.

I think a timeline of A&E Factory Service and their customer relations would be beneficial to understanding customer service:

No one arrived between 8-12

At noon I was told that someone actually was at my home (which unfortunately was not true).

I called and was told the repairman didn’t want to pay for a meter – rescheduled for 1PM

1:45 PM, told that he would arrive shortly

4:00, called to find out they cancelled the call and rescheduled for 4-5:00 without my knowledge

No one ever arrived

Without my knowledge they then rescheduled me for many days in advance.

I spoke with numerous people in their customer service department, and then the escalation department people, identified by such names as “0857542″, “Ssanc46″,  ”eloy 102 05″ (who said he would put me first on the list for the next morning), “Mark  badge number  044684″.  I also talked with another Mark with no badge number, and a lady named Adelle…

I even had a colleague reach out to Steve Schmidt, National Manager for A&E Factory service through Linked In Inmail.  I did not get a response as of yet.

So this morning I was rescheduled for an 8-12.  They arrived at 2:45 (after calling at noon to say they’d be here at 1:50).  I also spoke with badge # 147966, a woman named Alga, who assured me that the district manager would contact me today.  Um, nothing as of 3:30.  I promise to let you know if anyone does contact me.  By the way, no one would give me their direct #, only the 800# of 800.905.9505.

I even complained to Jenn Air who told me that there was nothing THEY could do about it.  They use them as a preferred vendor but can’t be help responsible for their actions.

15 1/2 hours of waiting.  Three service calls.  No response besides “that the way it is.” No ice delivery system.

Lucky for me there is a 7-11 around the corner that has ice.

 

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