Terry in Toronto

You have to read to preamble to get the context...after that it gets ridiculous. Called whirlpool Monday AM to seek warranty service. Scheduled for Tuesday between 12-4 PM. Woman from JC App called me later in the morning stating they were scheduled by Whirlpool to provide service call Tuesday 12-4 PM but they had a technician in the area (City of Toronto) Monday afternoon can they come by Monday afternoon. My response, I don't expect anyone will be there but give me a call when the technician is finished his last job and I will confirm at that time if anyone is home. I get call in afternoon saying technician is about 20 minutes away will anyone be there? I answer no. I call the next morning (Tuesday) to confirm 12-4 pm service call. Another woman answers she responds no one is a scheduled for that area and I ask again that she confirm. She says I had that call scheduled for yesterday and the technician went to the house but no one was home. I said that is a mistake and explained that there was a request from JC App to move appointment to Monday but there was no expectation that anyone would be home. I then follow up with I hope you not sending just one technician it is a 350 pound machine. I explained that the machine is on the second floor of my house and if one person tries to move it they will damage my floors. She is quick to point out that it is my responsibility to make the machine accessible. I said it is accessible. Then she stated that no one told her how much the machine weighed. When I responded that surely as Whirlpool authorized service provider you must have some understanding of the appliances you are repairing. She started screaming at me that they don't open until 9:00 AM (it was 10 mins to 9) and that I was to call back. I asked her to confirm if there was technician coming and she said that they are not sending a technician because the machine is too heavy. Then a man (identified himself as the technician) came on the line. He said that he already came by the house yesterday and that no one was home - I inferred from this that he was going to bill for this call since he already came by. I asked him to confirm who scheduled the service call for Monday afternoon he said "Whirlpool." I explained to him that the appointment was scheduled for Tuesday afternoon and when someone from his firm called me to see if it was possible to schedule it for Monday afternoon I said no one is expected to be home but it is possible that someone may be there, please call after you last call and I will confirm if someone is home. He didn't share the same perspective and told me to call Whirlpool to reschedule and tell them to ask for two service technicians and a licensed gas fitter in case the dryer needed to be disconnected. I asked how do you know the dryer has to be disconnected when you don't even know what is wrong with the washing machine? I called whirlpool, "yes sir the service call is scheduled for Tuesday 12-4" "Yes sir they know the model number and therefore the dimensions of the machine." We apologize for this experience and will have another service provider respond to this call. I can only imagine that a service provider who falsifies information, screams and shouts when challenged and has an asymmetric perspective on reality cannot be trusted in your home.

For our own Custom Home build in North Toronto Steve was contracted to install foundation walls, brick walls and custom stone work. Steve is a hands on professional, delivering excellent results. He is meticulous and takes pride in his work. After he finished the foundation and block work I asked him to return to build a custom fieldstone entrance. His professional results are reflected in his positive and responsive customer service - he cares. Thanks Steve we look forward to you supporting us again soon.