- Report: #359655
Complaint Review: Teppermans - Sarnia Ontario
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Teppermans
1380 London Road Sarnia, N7S 1P9 Ontario, Canada
Phone:
519-541-0100
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Teppermans LOUSY CUSTOMER SERVICE RECEIVED AFTER BRAND NEW WASHING MACHINE BROKE DOWN Sarnia Ontario
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
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
3 Updates & Rebuttals
Pee-ode customer
alvinston,Ontario,
Canada
Letter to the editor declined by local paper to protect Teppermans' "good name"
#2Author of original report
Sat, August 23, 2008
So, I've waited for 2 weeks now and I still have not heard from dear Noah. I have forwarded a copy of my 1st letter to a local paper to submit into the letter to the editor column. I first received an email from them saying that they don't accept letters that criticize or praise a particular company. I sent a note back asking if I removed Tepperman's name would they publish it. They tell me no again because then it would implicate other stores, plus the fact that it was too long. They also mentioned that it was based on a personal experience I had with one store. I have responded again saying I'd be happy to give them the condensed version of my sad tale if that would change their mind. I also didn't understand ther personal experience part of it.....aren't most letters to the editor written based on someone's personal experience or opinion on a particular situation? I don't get it! come on Noah, just give me a call and make this customer service nightmare end!
Pee-ode customer
alvinston,Ontario,
Canada
still waiting on a promised response from Noah Tepperman himself!
#3Author of original report
Wed, August 13, 2008
Well Noah...I'm still waiting for you to contact me to resolve this situation. In your rebuttal on Aug 5th, you stated that there was enough information in my letter to find me and follow up with me. Not to mention that I had a copy of my letter sent directly to you after the unsatisfactory response from the Manager at Sarnia! It's now Aug 13th at 6pm and I have heard nothing. This tells me that, yet again, your company says only what needs to be said to make themselves APPEAR to be trying to keep their customers happy and in reality doing nothing to try to solve this issue. If I had been offered a loaner machine from the beginning I would have had faith in your 'family to family' slogan. Hearing from Customer Service that they do not make allowances for that sort of thing doesn't 'wash' with me. Having just purchased a brand new washing machine, I didn't have extra 'allowance' to spend at the laundromat. I was inconvenienced and that demonstrates poor customer service. Still waiting to hear from you...what's the hold up?
Noah Tepperman
Windsor,Ontario,
Canada
Dear Debbie:
#4REBUTTAL Owner of company
Sat, August 09, 2008
Dear Debbie: I received your letter (as faxed to our Sarnia store manager) in today's mail. Thank you very much for taking the time to write in. I'm very sorry for all of the frustration that you're feeling. From the looks of it, you've included all of the information with your letter that I will need to research the history surrounding these issues. Please allow me a couple of business days to do so, and I will get in touch with you directly. Should you wish to speak to me more immediately, please call me directly. You can get ahold of me, toll free, at 1-800-265-5062, ext. 495. Sincerely, Noah Tepperman Tepperman's
