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Review content:
Poor repair service. They had to come out 6 to 8 times [I lost count!] three different parts were replaced to no avail. The problem still exists. They wanted to schedule yet another appointment for the same identical problem, and I requested they simply contact Frigidaire to strategize what the problem might be before scheduling yet another appointment for the same identical problem. Upon that suggestion, they became defensive, unprofessional and angry. I also suggested sending a different tech out that might have a new set of eyes and ears on the problem. Once again, they said no, got defensive and unprofessional. Needless to say, I will not be using their repair services ever again. I would also not recommend them to anyone either. It was certainly not the way I wanted things to go, but none the less, that's the way it unfolded.
RESPONSE FROM Martin Appliance:
David,
I am emailing you to apologize for the recent bad experience you had with our service department. Our service manager, Brian, informed me of the phone conversations you had with him, and I also just received notification of the negative review you posted for us.
First of all, I am sorry we could not fix the problem you are having with your Frigidaire. Please understand the reason we turned you over to Frigidaire was per their request, and not that we were trying to pass the problem off to someone else. We obviously do our best to fix every appliance on the first trip. However, as appliances continue to become more and more complex, this is not always possible. When we do get stumped by a reoccurring problem, we call the people that made the appliance, and try to work with them to repair. In this situation, after multiple tries, they requested that they send one of their own techs to take a look at the appliance.
Our service tech that worked on your appliance, Troy, has been a trusted technician of ours for 10+ years. He takes pride in his job, and it frustrates him, as well as Brian, when we cannot fix an appliance. We train our service techs as well as we can, and keep them up to date with the latest info. Again we regret not being able to repair this in a timely fashion, sincerely hope Frigidaire can get to the bottom of this quickly for you.
I understand this was your first time dealing with our company, and I'm sorry you did not have a better experience. The review you left is very unusual for me to see from our customers that deal with us on a regular basis. It is our service department that got this company to where it is today, and as always, we will look to learn from this experience.
Thank you for giving us a try David, and we wish you the best on the repair of your refrigerator.
Sincerely,
Paul L. Martin
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