Naturally, my first call was to the individual and organization who had sold us the refrigerator ,and I left a message outlining my concerns. After 2 days and not receiving an acknowledgement or reply, I sent an email to this person, again outlining my concerns. Again, 3 days and no answer. I then attempted to contact the Customer Service Office of the Manufacturer of the Refrigerator by “chat” and in fact, tried this approach 3 times on 3 different days. Each time, I ran out of patience and time with the extended wait to be connected and then the extended time it was taking to “chat-discuss” our concerns. By the end of the 3rd chat, I was told that if I was not satisfied (and I was not!) with their answers, I could take this to a higher level by calling…. You guessed it, Customer Service!
I did so after the 3rd chat agent told me that he agreed, the interior shelf design of the product was not good; that it was not the refrigerator’s fault if it was not sitting level and that the door alignment had nothing to do with the Manufacturer but should be addressed by the person(s) who delivered and set the refrigerator in place. I was also told that the refrigerator had come with an adjusting tool (it did not) so that I could, after watching some YouTube videos, adjust the refrigerator myself to make sure it was level and that the doors hung and closed properly.
While I waited on hold to speak with a higher-level individual in Customer Service, I listened to the same “on-hold” commercials at least 9 times. Each time, before the commercial started, I was told that my estimated wait time to speak with an agent was 30 seconds. The commercial was about 2 minutes long and add to that the so-called 30-second wait, it took over 20 minutes before someone actually connected and asked what they might help me with. I explained and then THIS PERSON explained that his only concern was operation and/or malfunction. If the refrigerator was not working and under warranty, they could help... otherwise, any of my other concerns and issues “had nothing to do with his department… was there anything else he could help me with?”
I am getting as tired writing about this as you probably are about reading it... but all was not lost. I contacted our Building Superintendent, who was most agreeable and willing to assist me in trying to address the levelling and door issues. After trying for 20 minutes, he too gave up with a parting comment that… he had done all he could, it wasn’t so bad, really... and that I would get used to it.
Anyone up for a “scotch”? I know when I am beat.
