Ed Sainato

Review of Ruby & Quiri, Inc.

Let me start out by saying that whenever I contact...

Let me start out by saying that whenever I contacted or spoke with anyone they were always courteous and professional. The issues that I have are with the existing customer service protocols that leave room for improvements.
I had purchased a new refrigerator and was 7 months old when it showed and error code and was not running. I left a message at 7am and my call was returned shortly after 10 am when they opened. I was told that Tech would be out the same day to look at the unit. I explained what the error code was so they could anticipate what may need to be done. He arrived that afternoon looked over the unit and determined what was wrong. He said that the parts he needed were not on his truck but were in stock in Albany , 30 minutes away. He said he would have to call the office to order the parts but Wednesday is the only day they service my city, which is 15 minute from their store. I asked if they had a parts runner to get the parts. I was told no and was told that they going to bring me a loaner fridge instead for a week until the Tech was scheduled back in my city. I would also have to figure where I could put it in my house because it couldn't be in the garage. Now why go through all that trouble to deliver a fridge and disrupt my home for a week instead of just getting the parts and finishing the job? I called back the store and ask to speak to a manager. My message was forwarded and I received a return call . I was told that the Tech was going to rearrange his schedule and that the parts would be in the next day. Why was this not the first option if the parts were not available to the next day. I have a service contract with this group for the next 4 yrs. I sure hope they try to develop more flexibility and resourcefulness in the near future or my business is going elsewhere.