Business ProfileforPriority Appliance Service Ltd.

The customer called in on Sunday Jan 14, while we were closed, we returned the customers call on Monday morning, Jan 15.  The customer stated that they had purchased a replacement wash machine and the new washer no longer plugged directly into the dryer.  The customer asked if we could alter the manufacturers power cord to make it so that it could plug back directly into the dryer because the washer and dryer are stacked and it would be more convenient.  We created a job in our system to investigate if the manufacturer offered a different power cable option for the customer. 

The customer called back in the next morning to follow up on their request, and we had not yet found a solution for the power cord. The customer wasn't upset that we didn't have a solution for the power cord, the customer stated that their most pressing concern was that clothes were trapped inside their old washer that they wanted them out.  Until this point, this aspect of our call was "while your onsite can you unlock our washer", which we would have happily done. Customer stated that he was told by ************** during our previous visit (2 weeks prior) that the washer was electrically dead and the door would lock automatically once closed, but the customer stated he forgot to inform his wife of this and she placed clothes into the washer and they were now locked inside.  I let the customer know that we would research to find out if there is a manual way to unlock the door or if it needed to be disassembled.

Our office and our technicians were off the road / closed for the next two days due to snow closures across the lower mainland.   

At this point (on the evening of Thursday Jan 18) we were notified of the BBB review, and were quite surprised to see it considering we were going out of our way to provide phone support for the customer to help them solve the situation.   During my conversation with the customer the following morning he stated that he left the review because no one had gotten back to him and would only consider taking it down if we sent a technician to his home to open the washer free of charge. I explained that we were closed the past two days due to the snow and were waiting to hear back from the manufacturer on the power cord request, and there was no expectation of us being onsite during those two days. We explained that we cannot creatively modify their appliances power cord and that the negative review was unwarranted since we were going out of our way to support them over the phone with the locked washer.  The customer stated that the review would stay unless we send a technician to unlock his old washer right away free of charge because of how much he spent this year on repairs.  I let the customer know that we don't operate by responding to customers threats of a 1 star review.  Our reputation means a lot to us, but the customer was using the negative review as leverage to get us to return same day without charge to unlock their washer door.  "If you come unlock my washer I will write a new 5-star review and take down the 1-star review right away"   

Of note, the customer stated in their review that he paid $750 for washer/dryer repair, this is a total amount for labour and parts over multiple visits during the year for both appliances. All visits were completed and the customer had called us back in this case regarding the power plug of a new washer that was unrelated to the previous issues.  The customer initially was hoping we could also unlock their old washer while onsite changing the power cord of the new washer.  There was no expectation that a dispatch had been created to return to disassemble their washer.

We record our phone calls and have the recordings available for the BBB to review.