Dear Sir,
I'm writing this letter to share with you a recent customer service nightmare I experienced with Teppermans in Sarnia.
In the early part of May I picked up a brand new Amana front loading washer and dryer pair. On June 28th, the washing machine quit working mid-cycle. I immediately called the store and asked to speak to the Salesman I'd dealt with and was referred by him to the "Customer Care" department in Windsor.
While I waited on the line for assistance I was assured by Noah Teppermans recorded voice that I was going to be taken good care of. I was comforted.
Finally, a live voice listened to my plight and advised me she'd call a repair man right away. Later that same day I was contacted by the repairman who said he wouldn't be able to make it to my home until July 2nd due to other calls and a stat holiday. I understood... and I went to the Laundromat.
After the repairman investigated the problem, I was told the motor AND the control panel needed replaced and he'd order the parts right away. Keep in mind this machine is less than 2 months old.
The next day, I learned the parts would be at least 3-5 weeks coming. I panicked! So, I call back to Customer Care and ask for a loaner. Nope, sorry, we don't do that sort of thing. I went back to the Laundromat.
Shortly after receiving the report from the repairman, Customer Care called me back and told me they'd sent an email to the Manufacturer recommending that they replace my machine. After all, the only working part on it at this point is the door, right? I waited for a response and went back to the Laundromat.
After an entire week the story I get is that the email was sent to the wrong address and the Manufacturer never received it. A few days later someone else from Customer Care calls me to say the motor is in. Yipee! Without the control panel the thing is useless. The control panel is back ordered. Fantastic. How about a replacement now? Nope. Back to the Laundromat I go.
Now, I'm getting frustrated. I call directly to the store where I purchased the machine and ask to speak to the Manager and try to reason with her. Look at my file, see what a good customer I have been. See all my previous purchases from your store? Please, I can't go 3-5 more weeks without a washer. I have a teenager, a toddler I'm trying to potty train, a husband and me. I need a washer. How about a loaner? Again with the apologies but no satisfaction.
Well, you know what they say about the squeaky wheel. I squeaked... twice a day... everyday. Any word on the part? Nothing.
Now, it's July 14th and I hear that the part is somewhere in the Country and is being overnighted to the repair shop. Four days later, if you can believe it, they tell me at good old Customer Care that the part is still being overnighted! Seriously! Now they are just telling me whatever they have to to get off the phone with the obsessive, crazy lady.
July 19th, I get home from you got it... the Laundromat and I have a message on my machine from Customer Care. They've decided I've waited long enough and I'm getting a loaner! I call back, What happened to my part?!? It's still expected I'm told, the loaner is a precaution due to all the other delays. The glitch, delivery day to my town is Thursday. I ask if they don't think all the time I've already waited warrants a 'special delivery'. Apparently not.
I'm now on the phone back to the Manager, I'm angry now. Never mind the loaner on Thursday, how about you put a new washer on the truck instead and take this junker away and forget it! I'm a loyal, repeat customer, what does that mean to you? Nothing apparently, but she's very sorry. That helps.
It's 5:30 July 22nd, the repair shop calls and low and behold my part has arrived in the regular old fashioned mail. Wait a minute... you can't track the regular mail.
What was all this business Customer Care was telling me about tracking my part all over the Country and assuring me that it was being couriered to me next day?
They had no idea the entire time I waited and continued to feed me bull in effort to silence me and put me off.
Thankfully, the repairman was able to come right out the next day and I'm through with the Laundromat at last.
I have since sent a registered letter to the Manager of the Sarnia store out lining my out of pocket expenses including the cost of the the use of the Laundromat, my mileage and my time. Just this evening (Aug 5th), I received call from her advising me that they aren't able to compensate me, they don't have allowances for that sort of thing. Well, when one buys a new washer, she doesn't usually have 'allowances' to spend more money at the LAUNDROMAT either!
I asked that she forward a copy of this letter as well as my expenses to Noah himself for review and I'll await a response directly from him and I'll keep you posted after I hear from Mr. Tepperman!
This experience has definitely soured me from making any other purchases from this store. There is a really nice bedroom suite there that I have been looking at for ages, however I will buy something else, somewhere else as they have got their last dime from me.
Debbie
alvinston, Ontario
Canada
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