My experience with Spencer's TV was a lesson in the importance of hiring people who believe in helping their customers & not just making money. Two were great and two were not.My husband & I were in need of a set of front-loading washer & dryers. I settled on buying from the Arrowhead store of Spencer's TV & Appliance. They had good prices & the models I was looking for were in stock.I bought the units from Russ, the salesman. Delivery was within the week & the installer, Robert (& a helper) came out to install them. They did [what I thought was] a great job with no hiccups. When they were finished, he explained that both units were running & to let them run through their cycle before using them. When the cycles were finished I opened the doors to discover that they opened into each other and banged together, instead of opening away from each other so you could transfer wet laundry directly into the dryer easily. I learned later that my washer/dryer hookups are the opposite of most people & what is standard these days. The washer lines are on the right & the dryer vent is on the left, which is how the units were installed. Unfortunately, the door on my washing machine couldn't be flipped, so the machines needed to be installed opposite of the hookup locations.Sadly, Robert never mentioned the issue & didn't talk to me before installing to offer solutions to fix that matter. Since this was our first time buying a new front-loader set, I never thought to ask about the swing beforehand or check the doors when the installer was there. I discovered the problem as soon as the cycles were done & I opened the doors of the units. I immediately texted the Service Dept but didn't get a response. Then I called & left a message for Russ to let him know about the issue. I followed up with a polite text with the hope of hearing back later in the day. I received a text promptly, that he could set up a service call to get it fixed. Then...crickets... It wasn't until 5 days later, when I called the store that I was able to track him down. When I did, he basically told me it was my fault that they had been installed wrong because I didn't tell the installer that our hookups were backwards [which I didn't even know] or check the swing of the doors before the installer left. He gave me the number of an outside person who could switch the units for a fee, but he wouldn't schedule Spencer's to come & fix it for no charge. [So here's the question: Was he in partnership with this outside person & getting kickbacks or did he just not care about his customer, now that he had the sale & commission?]I soon realized that Russ wasn't willing to resolve the problem, so I decided to call the store manager. I called later & left a message for him. I waited several days again with no response, then called back to ask for the manager again. A sales rep named Dan happened to answer the phone. As I tried to leave a message for the manager Dan asked if there was anything he could do to help. I briefly explained my issue, thinking that it would still need to go to a manager since Dan wasn't my sales rep. To my surprise, Dan said he would check into it. Later that day he called to say that he could schedule a service call to resolve the problem. Today service reps, Brandon & his assistant arrived early & were friendly & so helpful!!! They were able to get the position of the units switched within about 20 minutes & everything was resolved. Brandon apologized that it wasn't installed correctly in the first place & made sure I was satisfied before he left.I was extremely disappointed in the sales rep, Russ' negative attitude & lack of customer service. Our first installer, Robert completed the installation but would have saved time & money for the company & a lot of headaches & follow up for me, if he had just discussed the problem with us before putting the units in. Dan & Brandon are the kind of employees that I would love to have on any customer service team. They both deserve a raise or a bonus!
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