4 weeks after Frazor Electronics had picked up my TV LG Smart TV (warranty claim arranged through Jeff Lynch), I received a call on Monday morning telling me that my TV was ready to be delivered. I was not able to get away from work & would only be available on Wednesday afternoon for the latest delivery they were prepared to do. I left work 2 hours early to be there for them for a 4:30pm delivery. At 4:50pm, & with no sign of Frazor, I called the number I had been called by on Monday. It went straight to voice mail. I left a message saying I was waiting on them. At 5:10pm Jerry called me back telling me that I shouldn't call him on his personal cellphone, that he had missed my delivery, was on his way home & that he couldn't help that he had missed me. I asked why he hadn't called & all he basically said was if I have a problem then I must call the store & speak with Randy.
I called the store immediately & spoke with a gentleman. He took my details & said he would get Randy to call me. I hadn't heard from Randy by 10:30am on Thursday so I called the store. I spoke with the same gentleman I had spoken with the night before & he told me that he had told Randy about my issue & that Randy was ""taking care of it"". I told him I wanted to speak with Randy. He told me that my TV was ""on the truck"" & would be delivered today. When I asked what time it would be delivered he couldn't tell me. I hadn't received any notification about a delivery so asked him to get Randy to call me. Randy called me back around 2:30pm. I couldn't take the call but the voice message said something along the lines of ""heard about your issue ... we're only human ... call me between 9am & 9:30am"". I called back Friday morning at exactly 9am. Randy listened to me at first but then tried brushing my frustration aside. I asked about Wednesday's delivery & then about the fact that my TV had been ""on the truck"" all day yesterday & he told me that I was wrong & that it was never on the truck. I told him that his colleague had told me that it was & that there was clearly disorganization in his store.
He then became very obnoxious telling me that he won't have me mouthing off about his store & cussing at him. I had never cussed at him! He told me that I should be professional & didn't understand what the big deal was. I told him that I had taken 2 hours out of my day on Wednesday, had been stood up, that I was very frustrated & that I was being very professional. He said all we want to do is get your TV to you & then never have to deal with you again & that you can do whatever you want. I told him that his customer service was terrible & that I was very frustrated by the inefficiency of his store (4 week repair & the delivery issues). He again said do whatever you want to do, just tell us when to deliver. I asked when he would be able to & he said ""I don't know ... maybe 3 'o clock"". I told him again that I worked & that I was not able to leave my office at 3pm. I told him I needed him to deliver at 6pm. He told me that he finishes early on a Friday & wasn't prepared to deliver late. I told him that after everything, I thought that was the least he could do. He refused & said he was busy. Knowing that the previous ""latest delivery"" was 4:30pm I again agreed I would leave work about 2 hours early to be here for the delivery. Jerry was here at 4:30pm & returned my TV.
Jerry's lackadaisical attitude about missing me on Wednesday frustrated me. Randy's completely unprofessional response to a customer's complaint, & complete unwillingness to want to remedy the situation (putting himself out this time by arranging a late delivery which suited me would have gone a long way) & merely saying ""we're only human"" made me want to share this with everyone.
DO NOT USE FRAZOR ELECTRONICS! You will be frustrated. Randy had absolutely no customer focus & had no problem telling me to do what I want. So, I really want everyone to know: DO NOT USE FRAZOR ELECTRONICS!
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