Martin's was sent out through a service contract we have with our stove manufacturer. We have had 4 visits in less than a month and the problem is still not resolved. After the third visit, the stove worked for about a week and then died 2 days before New Year's. Although we told them exactly what had happened (keypad had failed, which was same problem as before; they had installed 2 defective ones prior) and asked them (via several phone calls to the office as well as the technician who came every time) to bring that part, they: (1) made us wait until 3 workdays later to show up at 4 PM WITHOUT PARTS OR HAVING ORDERED PARTS. That was a Thursday, too late to order parts until the next day and no chance of a working stove before midway through the next week at the earliest . We called the office and spoke with both a manager and a supervisor who refused to do anything more than call the parts supplier to see if it could be sent any sooner, but even if so, refused to send anyone out in the evening or on Saturday to install it if it even came in on Friday or Saturdsy. There was no recognition that they are being paid to keep the stove working and had dropped the ball in terms of not getting it right the first two times. In any other business there would be an effort to do whatever it took to help a customer you had let down.
RESPONSE FROM Martin Appliance:
We apologize that we were not able to exceed your expectations in your experience with our service department. In reviewing the situation it appears everything would have went well if the parts supplier would have sent a functional part the first time. Unfortunately they not only sent one bad part, but two, which is entirely outside of our control. The fact that the third part failed after only a week (and failed between Christmas and New Years) really complicated the already complex situation.
While our goal is to satisfy all of our customers in every situation possible there are times when circumstances prevent us from doing this. Faulty parts, jammed service schedules (caused by short work weeks around Christmas and New Years) and parts suppliers with limited hours all contributed to an experience that was not acceptable to you.
We hope you give us the opportunity to serve you in the future so you can experience why our customers have chosen Martin Appliance as their trusted service provider and supplier of new appliances.
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