Poor service, Focused on Profits not Customers
When my 2+ year old Samsung fridge was not keeping cool, I called Samsung and they recommended two companies. Unfortunately, I called the wrong one as the service guy was unprofessional and unhelpful. He agreed to return a few days later with a part. Unfortunately, he misidentified the problem resurfaced just a few months after his visit.
When I called AppFix last week to report the problem, I was quickly told that I was 7 days outside of the warranty and there were no exceptions to the policy. While I initially booked an appointment, I cancelled it because AppFix made it clear that this must be a new issue.
When I called the alternative company, they spent more time diagnosing the problem. They also made 3 trips to the house and the total bill was 25% less and they provided a 90 day warranty.
I would not recommend this company.
- Approximate cost of services:
- $310.00
- Company Response
Hello,
Thank you for writing to us regarding your customer experience. First of all, we are sorry to hear that you had a negative customer experience following the repair that was done in December 2015 and further discussion of the service of your appliance that needed to be done in March 2016.
We'd like to emphasize, that although the warranty for the initial repair has expired before your call, we were still responsible for the repair of your refrigerator and we were ready to come and continue this process until the appliance works properly.
However, it was your choice to cancel the technician's visit that would include the re-evaluation of the condition of the refrigerator. You have called another company for this issue. As follows from your email, the repair was performed by another company, including disassembly, diagnostics and part replacement. From this moment, we cannot be any further responsible for the repair of your refrigerator because our technician wasn't given a chance to check what was the condition of the appliance, to see if this was the same issue; he didn't perform diagnostics and neither can we know the details of the repair that was done.
Since you have chosen to receive service from another company, we can't hold any further responsibilities for the repair and the further condition of your appliance.
However, it's your right to leave a feedback, and our company keeps a right to protect its reputation by making an appropriate response.
Thank you again for writing about your customer experience, we will definitely take this letter into account to improve our service in the future.
Regards,
APPFIX Team