Repairclinic.com If you are looking for a commitment to quality, don't look here. Internet Internet
Repairclinic.com isn't a company I'll ever do business with again. They sent me an ice maker of over a hundred bucks. When I opened it to install, the directions had been damaged and there were parts missing. After holding forever to talk to a rude customer service lady she unapologetically told me to contact them via a web request form as there were no engineers available to assist me. After further discussion, she agreed that she'd send me the missing parts and that I should log an online request for help as she didn't have any instruction sheets she could send out. There was absolutely to commitment to quality or solving my problem, I got a sense she was late for something or at least didn't like talking to customers. When I asked to return the incomplete and damaged product she pointed out that I was over my 30 day return policy and that she couldn't help me. When I said I really didn't want to ice maker anymore, she mockingly offered to cancel sending out the spare parts since I clearly didn't want them.
This is not a company I would associate with competence. The only silver lining for me is that with this kind of service, I'm sure they won't be in business long.
Jesse
Mountlake Terrace, Washington
U.S.A.
1 Updates & Rebuttals
Chris
Canton,Michigan,
U.S.A.
Thanx you for the complaint...
#2UPDATE Employee
Mon, October 13, 2008
We strive to provide the best possible service to our customers. In fact, we provide help to more than 50,000 people a month, many of whom accept our free repair help and never order a part from us.
I don't have all of the details of this case and so I can only comment in general. RepairClinic offers a 30 day return policy for any item, whether electrical or special order. This is unprecedented in the industry. Jesse could have returned the item within 30 days and would have received a replacement or a full refund. It's hard to dispute a claim that "there were parts missing" from a shipment. Because we re-sell items from the manufacturers, it's often not possible to replace an item within the package because often the items aren't sold separately. If Jesse had returned the entire package we would have shipped a new one out at no cost.
Also, it seems completely reasonable that our representative would offer to cancel a spare parts order if a customer says they don't want the product any more. If you don't want the product why would we send out the spare parts?
We have more than 1.4 million customers, many of whom shop with us again and again because we offer an extremely high level of customer service.