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Review content:
I think that we are the best place to buy an appliance in the Northeast period. At the same time, I should be somewhat biased. I did also promise to be honest in my reviews, which I believe that I have been.
But I have an admission: Bad blog reviews bother me. Most people in the organization say that they will always be inevitable, and the numbers point to this fact.
By the end of today, we will have 31 vehicles perform between 225-350 deliveries, installations and service calls. If you are a customer, you will visit the store 2.8 times and call another 3 times before scheduling a delivery after the purchase(for specs and other info). We will answer between 78-125 separate phone inquires each day, not including calls that go directly to individuals(which would be roughly between 150-250).
Given all that there should be some people who are unhappy, they say.
The problem is that we are heavily invested to prevent this from happening. We have more service techs and customer service people than our top 3 competitors combined(Home Depot, Lowes and Best Buy do not service what they sell and contract it to GE, so I did not count them). Our service techs and installers will spend at least 6 months interning before ever stepping foot into a customers home, so they do know what they are doing.
At the same time, these blogs seem legitimate, but you cannot glean every piece of information at time of sale or service as much as we try. Our delivery and trucks alone will have between $750 to 1250 worth of accessories to make deliveries more seamless. However, its never a sure bet. Because when you are delivering or installing a product into someones house, its impossible to know what the electrical, plumbing and cabinet issues that may sporatically occur. Most of the time, the homeowner does not know. To be honest, neither would I.
I am also not impugning anyone for their opinion nor asking for their reconsideration.
For the people who believe that we have not lived up to our promises based on these blogs, we survey every transaction, the people who walk in your house are paid on customer satisfaction so they do have your best interest at heart, and you will receive a follow up call from customer service after your delivery. We will also answer any unfavorable correspondence as I have with the 2 on Judys Book
Lastly, we do not charge for normal delivery or removal and have not for 84 years. We do charge for 3 floor walk ups and stacking laundry as they are time intensive. If we cannot consummate a delivery, installation or other transaction, we will credit the account immediately. Insofar as the other one star is concerned, we did tell Dimitri that the unit was on backorder from the start and only relayed updated information from the manufacturer. We have no vested interest at being dishonest since we already told him that it would be delayed
I do not want to be self serving, just honest.
Steve
PS: If you ever have a bad experience, send me a message, I would be happy to help(as I have offered to the others)
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