|
Review content:
The Colortronics tag line on their invoices says ""The Competent Ones"". They're not fooling me!\r
\r
The short version: I went without a working dishwasher for SIX WEEKS, and Colortronics tried and failed to repair the issue. Worse, we had water leaking into our wood floor after they replaced the wrong part and didn't verify the actual problem (which is what caused the leak). My hardwood floor is permanently damaged and will cost me around $1500 to repair. I will avoid them at all costs in the future. And this isn't the first time I've had poor service from Colortronics - they ""fixed"" our oven and the convection still doesn't work on it. AVOID THEM!\r
\r
The long version:\r
\r
We bought an extended warranty from Lowes on our Bosche SilencePlus dishwasher in 2011 when we purchased it. 2.5 years later, it would no longer work, so I called Lowes to use this extended warranty. Colortronics is the vendor Lowes uses for appliance repair in my area. \r
\r
1) It took a full week before we could get any kind of appointment for the tech to come out. We explained to Lowes what the issue was, so I assumed the Colortronics tech would come out with the parts to fix it.\r
\r
2) The Colortronics tech showed up, identified the problem we'd already identified, and said a new mainboard was needed. He didn't come with any parts to repair it, so the parts would need to be ordered.\r
\r
3) After three weeks, I called Colortronics after hours and left a voicemail asking for an update on the status of the part. They didn't call me back.\r
\r
4) Thirty-six (36) days passed while we waited for...something. You see, Colortronics didn't contact us at all to tell us the part was back-ordered, or explain to us why we were still waiting.\r
\r
5) I called Lowes, and starting making noise on Twitter and Facebook about the poor service I was receiving. The part must have come in - or maybe someone at Colortronics decided to finally do their job - because low and behold an appointment was scheduled to do the repair.\r
\r
6) On day 40, the Colortronics tech came out with the mainboard did the repair. I wasn't here when it happened, my wife was, but apparently after the swap he started an empty load and it worked. Victory, we had a working dishwasher! No. Keep reading.\r
\r
7) That same night we loaded up the dishwasher, excited to finally have a working appliance, turned it on, and the same problem occurred. We still let the load run, hoping it would ""work itself out"", but the next morning the dishes were still dirty, the soap hadn't been released, etc.\r
\r
8) So after SIX WEEKS of not having a working dishwasher, I called Lowes and will ask for anyone BUT Colortronics to do the repair. They clearly are unable to repair my dishwasher.\r
\r
Not all of the above might be Colortronics' fault - it could be that the part was back-ordered and there was nothing they could do. But you know what? YOU TELL THE CUSTOMER THAT. Don't just go silent and let the customer suffer without an explanation. Great customer service is about more than solving the customer's problem,it's about TREATING THAT CUSTOMER LIKE A HUMAN BEING, which means keeping them informed about the progress (or lack thereof).\r
\r
UPDATE: A few days after the Colortronics ""repair"" I was stepping on my hardwood floor and noticed some water squish up through the seams. Yes, that's right, not only did Colortronics not fix the problem, they failed to identify the fact that it was leaking water and now I have permanent damage on my hardwood floor.
|