Jeremy Slawson
I have to say, this particular interaction was less then stellar. We had bought a washer and dryer set, and had to bring the washer back for warranty work. They had it fixed the same day. I was so pleased with their quick work, I was planning to compliment them. But I never got the chance. As soon as I arrived to pick it up, he began to yell at me that I had abused "his" machine (we had bought it outright), and to treat me in a most unprofessional manner. I told him I would not be spoken to in such a ridiculous way, but that did not change his demeanor. His proof that I was the cause the early break down was that it shouldn't have broken down if I was using it correctly. He then told me that in the future he would not honor the warranty if I brought it in and he deemed that I had not used it correctly. The tone of voice was bordering on a threat.
This is the first time that we have purchased anything from them. It will be the last time. Such rude behavior.
Here is my response to what Garrity Appliance said.
First you point out that it was my mother that actually purchased the set. I don't usually broadcast my personal life, but I think in this case it will help create some context. About five years ago my wife was diagnosed with Huntington's Disease. About three years ago my father died of cancer. About two years ago my mother and I made the decision to combine our households to help each other. She is able to assist me in the care of my ailing wife, and I am able to help her in regards to home care and other things my dad used to do. So although it was her name on the check, it was a joint decision and action. But nice try on implying that I am not a functional adult.
You state that my mother was happy with your service. And at the beginning she, and I, were. But she was not pleased at the conclusion of the interaction. We both discussed what an appropriate response would be, and she is in full agreement that a review indicating your less than professional behavior would be an appropriate response.
You indicate that my ego was bruised. When we arrived to pick up the machine, that first words out of your mouth was yelling the question "Who is abusing my machine?" I guess you expected me to come to you hat in hand begging for absolution. The person whose ego was injured was you.
You did go through and tell me what the damage was, and I do appreciate that. I find all things mechanical interesting, and the description of the damage was instructive. The issue at hand is your assumption that any and all damage to the machine must by definition be customer behavior. It never once occurs to you, or perhaps you to try to conveniently ignore, that some damage is caused by faulty parts, unseen internal issues, or improper installation. Any of those situations would account for the problem with the machine.
I now work from home, and am my children's primary caregiver. I know what our laundry routine looks like. I know that the laundry in divided by color, and that each load in general only fills one third of the drum, and occasionally one half. I know that all sleeping bags, heavy blankets, comforters, and quilts are taken to the laundromat. I know all this because I am involved in it on a day to day basis.
You say that I twisted your words. All I did was quote you. If you don't like the way your words sound, perhaps you should choose different words.
Before we purchased from you, I saw that you had a 4.5 out of 5 on Google. So I felt comfortable with the choice to purchase from you. Since this interaction I have looked more carefully and found that most of the happy reviews were at the purchase point, not on the warranty side. I see that my experience is not unique when it comes time for you to actually fulfill your warranty obligation. As I previously said, rude and unprofessional behavior.
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I have to say, this particular interaction was less then stellar. We had bought a washer and dryer set, and had to bring the washer back for warranty work. They had it fixed the same day. I was so pleased with their quick work, I was planning to compliment them. But I never got the chance. As soon as I arrived to pick it up, he began to yell at me that I had abused "his" machine (we had bought it outright), and to treat me in a most unprofessional manner. I told him I would not be spoken to in such a ridiculous way, but that did not change his demeanor. His proof that I was the cause the early break down was that it shouldn't have broken down if I was using it correctly. He then told me that in the future he would not honor the warranty if I brought it in and he deemed that I had not used it correctly. The tone of voice was bordering on a threat. This is the first time that we have purchased anything from them. It will be the last time. Such rude behavior. Here is my response to what Garrity Appliance said. First you point out that it was my mother that actually purchased the set. I don't usually broadcast my personal life, but I think in this case it will help create some context. About five years ago my wife was diagnosed with Huntington's Disease. About three years ago my father died of cancer. About two years ago my mother and I made the decision to combine our households to help each other. She is able to assist me in the care of my ailing wife, and I am able to help her in regards to home care and other things my dad used to do. So although it was her name on the check, it was a joint decision and action. But nice try on implying that I am not a functional adult. You state that my mother was happy with your service. And at the beginning she, and I, were. But she was not pleased at the conclusion of the interaction. We both discussed what an appropriate response would be, and she is in full agreement that a review indicating your less than professional behavior would be an appropriate response. You indicate that my ego was bruised. When we arrived to pick up the machine, that first words out of your mouth was yelling the question "Who is abusing my machine?" I guess you expected me to come to you hat in hand begging for absolution. The person whose ego was injured was you. You did go through and tell me what the damage was, and I do appreciate that. I find all things mechanical interesting, and the description of the damage was instructive. The issue at hand is your assumption that any and all damage to the machine must by definition be customer behavior. It never once occurs to you, or perhaps you to try to conveniently ignore, that some damage is caused by faulty parts, unseen internal issues, or improper installation. Any of those situations would account for the problem with the machine. I now work from home, and am my children's primary caregiver. I know what our laundry routine looks like. I know that the laundry in divided by color, and that each load in general only fills one third of the drum, and occasionally one half. I know that all sleeping bags, heavy blankets, comforters, and quilts are taken to the laundromat. I know all this because I am involved in it on a day to day basis. You say that I twisted your words. All I did was quote you. If you don't like the way your words sound, perhaps you should choose different words. Before we purchased from you, I saw that you had a 4.5 out of 5 on Google. So I felt comfortable with the choice to purchase from you. Since this interaction I have looked more carefully and found that most of the happy reviews were at the purchase point, not on the warranty side. I see that my experience is not unique when it comes time for you to actually fulfill your warranty obligation. As I previously said, rude and unprofessional behavior.
