We bought a table from them and recieved it about a month and a half ago. On delivery, we noted, and the delivery driver noted, that there was a problem with a loose part on the leaf. He filed a report and I called it in as well, as he told me to do. Well, at two weeks out I called and the customer service rep said it took 7-10 business days to get an appointment for someone to come out and look. I pointed out that two weeks is 10 business days, but that didn’t matter to him. He told me to wait a bit longer.
Well, my own fault, but I waited another two weeks before calling. This time the girl faxed a new report to the repair department and we got a callback a couple days later. The tech came out about a week and a half later, and after a few moments of looking said we would get a call in a week to either replace the leaf or the entire table.
It has now been about a week and a half, so I called. The girl on the phone this time said they can’t do anything until they get the report in their system, and they can’t even check on it until it has been two weeks since the tech was out.
Is it just me or is this ridiculous?
I am so furious with them right now. This kind of customer service is utterly unacceptable to me. They have not kept to the promised scheduling to handle this problem at all.
Update:
They finally called to set up a delivery date for the new table on Friday. I was afraid I was going to have to call them today, which I really didn’t want to do. Hope there aren’t any problems with the new one.
And doesn’t it figure! They finally did come on Friday to deliver the replacement table, and it had a huge scratch on it, so no go. Naturally, the table has since been discontinued. However, as they have agreed to give a 20% discount on the table, I can’t complain too much. I have to call in on this Friday to make sure it happens, though.