Craftsman: Reps were only interested in selling a service...
Una Craftsman reseña del cliente por el usuario de GetHuman GetHuman-bkos de diciembre 1º, 2017
Antecedentes del caso de GetHuman-bkos
GetHuman:GetHuman-bkos: ¿puede decirles a nuestros otros Craftsman clientes cuándo tuvo lugar su caso?
GetHuman-bkos:Yeah. Era morning, el noviembre 27º.
GetHuman:¿Te comunicaste con Craftsman y, de ser así, cómo?
GetHuman:¿Y cuál de estos problemas comunes del cliente Craftsman describe mejor la razón por la que quería hablar con ellos?
(Muestra GetHuman-bkos una lista de Craftsman problemas comunes)
GetHuman-bkos:"Complaint" fue la razón por la que estaba intentando to call.
La revisión de GetHuman-bkos del servicio al cliente Craftsman
GetHuman:Entonces, ¿cómo resumiría su experiencia para la comunidad de clientes Craftsman de GetHuman? Censuraremos cualquier ID, número o código y cualquier palabra inapropiada aquí por respeto a los millones de otros clientes que usan este recurso.
GetHuman-bkos:Reps were only interested in selling a service call they admitted was more expensive than a replacement.
GetHuman:¿Puedes contarnos un poco más al resto de lo que sucedió en 11/27/17?
GetHuman-bkos:I don't like giving my personal information out when it's not relevant to the issue at hand. I could not find instructions to pair a remote control for my car to the garage door opener so I called craftsman looking for help. I had to go back and forth a bit with the woman who answered to reach the right department because I didn't want to give out my address. I gave her my phone number immediately though, that should be enough. I explained that it's irrelevant to have my address because, contrary to her assumption, I didn't call to make an appointment which she would have known if she heard me out before demanding my address. She finally transferred me to a man in technical support or whatever they call that department. After locating the mode number (he didn't know where to tell me to look for it after it wasn't on the outside sticker on the unit he basically just said knowing the unit was *** horsepower was good enough and wanted to move on even though they probably have several dozen *** HP units through the years and this one only had (according to him later in the conversation) * compatible remotes. So if we moved on he would have not been able to tell me what remote I needed. Anyway I found the mode number and he told me what was compatible. Two remotes. I've been using about * remotes all different than the ones he recommended, so they must have been magical because he said firmly their were the only two remotes that could possibly work with the unit. He also later acknowledged the home link in system in my car could work but probably didn't because it may be broken. Well how could it work if it's not one of those two units? Ok. I also told him that the craftsman remote I was holding would work for a day at close range and then stop. Again, a different model number and he said something about different frequencies. Knowing how frequencies work, the remote either can talk to it or not, the frequency difference wouldn't have anything to do with only connecting for a day. All of this was frustrating because it was painfully obvious that had I known nothing about the matter at hand, I was placing my trust in someone who was incompetent or unwilling to put effort into resolving the problem. His motive was as clear as the first rep though: he wanted to sell me a service plan. He asked me if he could look up the address to see if there was a service plan attached to the ** year old unit. I had never heard of a ** year service plan on a garage door opener but I told him most likely no plan was purchased. He then suggested paying for a service call. A technician would come to the house and look at the unit to see if it was dysfunctional. I already know their answer would be yes if they're anything like the support I already received but I asked how much that usually costs. He told me it's usually "at least $***-$***". Wow. To have someone look at the unit!? I don't know if that included a repair or not but I replied "that's much more expensive than a brand new unit" to which he replied "yes". A new comparable unit is available on Sears' website right now for $*** on sale, $*** normally. So even full price that unit is at least $**-$** less than repairing a ** year old unit, on sale it's easily less than half the cost of having a technician come out. Why didn't he offer that option or suggest a replacement instead of the repair that he knew was much more expensive? This has shaken a lifelong confidence in craftsman seeing that they would put little effort into helping and push an overpriced repair this hard. I can only imagine how often they take advantage of those with little to no technical or DIY knowledge.
GetHuman:Cuantifiquemos su experiencia contactando a Craftsman. En una escala del 1 al 5, ¿qué tan fácil es obtener ayuda para un problema Craftsman?
GetHuman-bkos:Les daría un three de cinco para facilitar la búsqueda de ayuda.
GetHuman:¿Qué pasa con la calidad de la comunicación? ¿Cómo calificaría eso en una escala de 1 a 5?
GetHuman-bkos:Les daría un four de cinco en comunicación.
GetHuman:¿Y qué hay de la capacidad de Craftsman para abordar su problema de manera rápida y efectiva?
GetHuman-bkos:Para eso diría one de cinco.
GetHuman:Y finalmente, ¿algún consejo para otros Craftsman clientes?
GetHuman-bkos:Llámalos temprano en el día o tarde. No olvide ninguna información personal o de cuenta que pueda necesitar para Craftsman para saber quién es usted.
GetHuman:Bueno, ahí lo tienes. Algunos comentarios útiles y palabras de GetHuman-bkos tomadas de su Craftsman problema de servicio al cliente que ocurrió en noviembre 27º, 2017.