Craftsman: Reps were only interested in selling a service...
Un Craftsman avis client de l'utilisateur GetHuman GetHuman-bkos de décembre 1er, 2017
Contexte du cas de GetHuman-bkos
GetHuman:GetHuman-bkos - pouvez-vous dire à nos autres Craftsman clients quand votre cas a eu lieu?
GetHuman-bkos:Yeah. C'était morning, le novembre 27.
GetHuman:Avez-vous contacté Craftsman, et si oui, comment?
GetHuman:Et lequel de ces problèmes clients Craftsman courants décrit le mieux la raison pour laquelle vous vouliez leur parler?
(Affiche GetHuman-bkos une liste de problèmes Craftsman courants)
GetHuman-bkos:"Complaint" était la raison pour laquelle j'essayais to call.
L'avis de GetHuman-bkos sur le Craftsman service client
GetHuman:Alors, comment résumeriez-vous votre expérience pour la communauté de clients Craftsman de GetHuman? Nous censurerons tous les identifiants, numéros ou codes et tous les mots inappropriés ici par respect pour les millions d'autres clients utilisant cette ressource.
GetHuman-bkos:Reps were only interested in selling a service call they admitted was more expensive than a replacement.
GetHuman:Pouvez-vous nous en dire un peu plus sur ce qui s'est passé le 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:Quantifions votre expérience en contactant Craftsman. Sur une échelle de 1 à 5, est-il facile d'obtenir de l'aide sur un problème Craftsman?
GetHuman-bkos:Je leur donnerais un three sur cinq pour faciliter la recherche de votre aide.
GetHuman:Qu'en est-il de la qualité de la communication. Comment évalueriez-vous cela sur une échelle de 1 à 5?
GetHuman-bkos:Je leur donnerais un four sur cinq en communication.
GetHuman:Et qu'en est-il de la capacité de Craftsman à résoudre rapidement et efficacement votre problème?
GetHuman-bkos:Pour cela, je dirais one sur cinq.
GetHuman:Et enfin, des conseils pour les autres Craftsman clients?
GetHuman-bkos:Appelez-les tôt dans la journée ou tard. N'oubliez pas les informations personnelles ou de compte dont vous pourriez avoir besoin pour Craftsman pour savoir qui vous êtes.
GetHuman:Bien, tu l'as maintenant. Quelques commentaires utiles et mots de GetHuman-bkos tirés de son Craftsman problème de service client survenu le novembre 27, 2017.