If you fail at customer service your business will fail
My family has been buying appliances from Christies Appliances in Tucson, Arizona for 34 years. 1. because they are local and I want to support local businesses whenever I can and 2. for their great service or so it was.
I purchased a new washing machine in August of 2020 (2 years and 3 months ago since it broke in November). I also purchased the extended warranty.
My machine broke and it took 5 days to get just a diagnosis on the machine. Parts were ordered at time of diagnosis, but no one communicated with me on when the machine would be fixed so I had to call and find out myself.
It took another week or so to get just the authorization of the parts approved by the extended warranty company. Finally parts are supposed to arrive, or if it was too costly, the machine would be replaced. The manager (Vince) told me that there needed to be a comparable model in the shop to replace the machine. I went to Christies and found not 1 comparable model, but two comparable models. Mind you now it's two days before Christmas and I have lots of laundry to do and of course after Christmas dinner. ( I know poor me). 6 weeks have gone by and no working machine.
On Thursday Dec 22, I was told it would take another two weeks to get the parts. I told them that was not acceptable. Vince told me that he could get the parts sooner than the two weeks and or replace the machine. Vince said he would let me know first thing Tuesday December 27th. I waited all day for a phone call to give them the benefit of the doubt that they were doing their job. I couldn't wait for their call any longer and phoned them at 2:30 pm. The manager was not available and the message was the parts would get here January 3rd. Now I am blowing a gasket as no one gives a crap about customer service. Now I'm waiting for a call back from the general manager. ( I bet he (Mark) does not call back).
I know a lot of people that buy from Christies for the same reasons I have, but no more from me.