I am based out of Windsor, Ontario and I am sending this message to escalate an issue that I encountered with Reliance's Service department on Friday June 18, 2010.
In late May, I signed up for the Comfort Protection Plan via telephone and scheduled a service visit for June 18 between 1pm and 5pm. The operator I spoke with assured me that he would be in contact the week of my appointment for confirmation purposes.
On June 17 I had not heard anything from the Reliance operator, nor from any other Reliance service personnel. Correspondingly I called your 1-866-Reliance hotline in order to attempt to confirm my service appointment for June 18. The operator I spoke with DID in fact confirm my appointment, and correspondingly I scheduled the June 18th afternoon off of work to be home for the technician.
On June 18 I was running about 30mins late coming home from work. Therefore on my way home at about 11:30am I called the 1-866-Reliance hotline to inquire as to where I was in the sequence of service calls (i.e. near the front of the line or back of the line). I was informed that my service appointment for that afternoon (which I had confirmed less than 24hrs previously) was in fact cancelled. I was informed that Reliance called my home at noon (approx. one hour prior to when I was scheduled to be home from work for the technician) and left a voice message to cancel the appointment. I spoke with a supervisor named Josh from the Service department and I was informed that my appointment was cancelled because of a "temperature spike" and that "there was nothing we (Reliance) could do". Subsequently he did offer me 4 months off of my Comfort Protection Plan fees which equates to approximately $75 (to my recollection). Unfortunately given the fact that my current pay-scale puts me at approximately $240/day ($120 per half day) and that I took 1/2 a day off for this (now cancelled) service appointment I am still losing approximately $45 on this deal. I feel a fair compromise would have been to at least waive the protection plan fees in the amount equivalent to the lost wages and reschedule the appointment at a later date.
In summary I cannot convey in text how disappointed and angry I am with the Reliance customer service that has been provided to me in this particular situation. I feel that Reliance has had multiple opportunities to mitigate this situation and at each and every pass they have chosen the most inconvenient, costly and time consuming option for me (the customer). Furthermore when supervision/management was presented with this issue I was provided a half hearted apology and the waiving of fees worth less than that of the wages I was losing due to Reliance's incompetence with respect to customer service.
I look forward to someone with more latitude with respect to customer service getting back to me as soon as possible to address this issue.
Thank you,
Matt ML
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