I purchased a Samsung gas stove 3 weeks ago. Started to have yellow/orange flame two weeks ago. Contacted Samsung and they opened a file with Elite. Samsung told me this company will call me within 48 hours and setup a visit appointment with me. Never happened after 3 days. I then call them and waited on phone over 45 mins. The lady answered the call told me there is no time slot for my area until another week. However, most annoying thing was she said she can't give me an exact date and time until two days before. I told her I have to take day off in advance. At the end, she was able to give me a date but duno the time. I have to call back two days before and get the time. I asked if they can figure that out and call me back. She said ok. But then of course, no one called me and I spent another hour on the phone two days ago before my appointment and get the exact time. Finally, the technician showed up yesterday and took a look at the stove. The flame was blue. I told him, it is not consistent. Usually happened in the morning. He checked something, not sure what and told me everything is good and he is going to close the case. I asked if the case could stay open for another day or two. It is because i knew nothing was changed or fixed. The problem will remain. He keep telling me the case can be re-open but has to close now for billing. That's not my concern, as a customer, I want my stove to be fixed and asap. If nothing has done, the case better to be opened. He wasn't too happy and left. At night I got an email from the company stated the status of this case is completed and asked for my feedback for the service. I replied back I do not want the case to be closed. This morning, i checked the stove and can see the same problem. I took video and pictures and send it back to them and asked them to contact me and follow up. Hear nothing since. Then I called the company. ( another 45 mins wasted). the guy who picked up the phone told me they only do scheduling, for this case, I have to wait for the service department review my email and get back to me. And I can't call the service department, I can just wait..... This company gave me very unprofessional, unorganized impression. it was not easy to make appointment, and their focus is not customer. I saw some good feedback in this site but definitely that was not what I experienced. I am still waiting for them to contact me when they can come to fix the stove. I will contact Samsung to report that, they should consider get a better service company. I will provide update in this case when I hear back from this company, hopefully not a month. Celia
- Approximate cost of services:
- $0.00
- Company Response
Thank you for taking the time to post a review of your experience with Elite Appliance Service! Our Customers are very important to us; and I apologize if you feel we were unprofessional and unorganized, that is never our intention. As per our conversation this morning, thank you for allowing us the chance to turn this negative experience into a positive one. We look forward to seeing you on Sunday for your service call.
