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The service department is very disappointing.
I have never been so disappointed with a company in my life. I purchased an Amana microwave from Vanns 2 years ago along with many other Amana appliances and other technologies. My microwave broke 5 weeks ago and all that was covered under the warranty was the part. Then the fun started. The service center has the worst communication between the technician and the receptionist I have ever witnessed. No one could ever find the paperwork, the wrong number was called to schedule appointments, and they are always at least a week or 2 out from getting the technician out. We had to reschedule 4 times! The technician could not get the microwave out after 2 different attempts (including having to 'hire' another guy to come with him) when it took my husband 5 minutes to get it out. I now had to pay $105 for the worst service I have ever recieved and my husband did half the work. I will never again buy from Vanns as the service is the worst and am concerned about all the other appliances I have purchased will break down soon as well. I have never complained about a company before but this was outrageous and I feel my voice needs to be heard. I have always enjoyed buying locally to boost our local economy but I have strongly reconsidered.
Extremely unhappy,
Linsey Olson
Extremely unhappy,
Linsey Olson
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Inappropriate?Linsey Olson,
I am sorry to hear you had such a bad experience with our service department. I would like the chance to personally follow up on this for you.
At your earliest convenience would you contact me so I can pull up your Vann's information and look into this further.
Thank you for bringing this to our attention, and giving us a chance to make it right.
Shannon Douglas
Vanns.com Supervisor
406-541-6000 x2105
shannon.douglas@vanns.net -
Inappropriate?Dear Mrs. Olson,
I am sorry the chain of events your email covered occurred. We don’t intend to disappoint our customers like this, but we certainly did here. You said: "I now had to pay $105 for the worst service I have ever received and my husband did half the work." -no, you don’t. We expect more of ourselves than this kind of service, and look forward to the time when you may as well. Consider the bill paid in full.
We will work through the specifics of your letter: missed appointments, lost papers, wrong phone numbers, too many appointments and delay looking for how things went wrong and how we will prevent it in the future. When our technician judges that he cannot remove an appliance without damage to our customer’s home, we have to back him or her in that. Better safe than sorry. The other aspects of the appointments will be examined closely. Regardless of fault, we know we let you down and for this, we are sorry.
Please accept our apologies and hope that this makes up in at least a small way for your inconvenience and aggravation. Should you have appliance trouble in the future, rest assured your experience shall be different and feel free to call me personally, and we will get going on what you need done.
Sincerely,
Tom Frizzell
Logistics Manager
541-6000 ext. 2032
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