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Review content:
Tuesday, 4/28/15: The appt. scheduler for Doc's said the soonest they could get someone out to my house was 10am,Thursday, 4/30/15. I was hoping for something sooner but, I must say, Anthony, the service man was punctual, neat and courteous. After some time he realized the compressor had gone bad, he was on the phone trying to get another one, not a stock item, had to be ordered from CA, should be in Wed, 5/6/15, he would be back to install it on Thurs, 5/7/15. I wasn't happy about the timing but was told that was the best they could do...no fridge for almost 2 weeks now! \r
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Tuesday, 5/6/15: I received a call from Doc's saying they were cancelling my Thurs, 5/7/15 appt. because the part was just ordered THAT DAY and they wouldn't receive it until sometime the FOLLOWING week!\r
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Monday, 5/11/15: I called DOC's Appliance around 9AM for a status on the parts, Eric was checking them in when I called, he said they just delivered and everything was there. He forwarded me to the scheduler (who didn't sound very friendly) to set up an appt. I was ecstatic about my parts coming in until I was told the soonest they could get someone out to my house was FRIDAY, 5/15/15!!! I was told it was due to the fact that it would take 3-4 hours for the repair and they didn't have anything else open. I asked why another appt. had not been re-scheduled when they cancelled my 5/7 appt., now I have to get in line and wait knowing that my parts have been there since Monday. At this point I just wanted to say ""I will come get the blasted parts and find someone else to install them!"" however, I knew that would void my warranty. \r
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Friday 5/15/15: Anthony, the repairman returned, the job took 3 hours as he said it would, again he was neat, polite and professional. Doc's Appliance obviously doesn't have a big enough Service team and they only work Mon-Fri, 8-4:30. It's a shame they can't clone Anthony so they could service more customers in a more timely manner. Anthony and Eric did enlighten me in regards to future appliance purchases though. \r
I will NEVER EVER purchase another LG or Samsung brand big ticket appliance. It takes forever to get the parts when they break down, and they WILL breakdown, DOC's and most dealers don't warehouse the parts to repair these brands. \r
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I missed 2 days of work and went 3 weeks with no fridge!\r
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All in all - Doc's Appliance score would have to be broken down as such:\r
Scheduling: 1/2 star (1 half) \r
As a scheduler, I would have tried to see if I could have moved some other appointments around, I don't feel much energy was spent on customer service, I even pleaded that I was going on my 3rd week with no fridge!\r
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Staffing/Hours of availability: 1 star \r
Obviously appliances are not being built to last like they were in the good old days. DOC's is staying very busy, the hours of operation are very limited, customers must take time off work as there are no evening or weekend hours for service. We bought a GE Profile Washer from Lowes, after 1 year the motor quit, the Lowes Warranty service provider had a repairman at our house 7A.M that Saturday morning to fix it. \r
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Field Service Employee/Anthony: 5 stars (clone a FLEET of him!)
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