Business ProfileforMr. Appliance of Greater Little Rock

Mr. Appliance has extremely poor customer service. We have a LG refrigerator that LG has done a diagnostic on. LG said the compressor was dead but they would replace it free, but we had to use a LG certified company and pay for the labor cost. LG gave us Mr. Appliance’s number as one of the two LG certified repair businesses who LG would send the part to. When speaking with Mr. Appliance, we asked for a rough range of what labor usually cost to replace a compressor on a LG refrigerator when there was no other problem. Mr. Appliance refused to give us even a potential range of what the average labor cost to replace a compressor on a LG refrigerator might be, assuming no other issues. Mr. Appliance’s scheduler became irate and demeaning, insisting that Mr. Appliance had to repeat the diagnostic (for another $150 out of our pocket) BEFORE they would give us an estimation of what their average labor cost would be to replace a LG compressor. Mr. Appliance’s scheduler’s attitude continued to deteriorate and she was quite demeaning, to the point of stark unprofessionalism. Needless to say, we declined further interaction with Mr. Appliance and called the other certified repair business LG had given us who were very friendly and professional over the phone. They were happy to give us an estimate of the probable labor cost so we immediately chose them to do the job.

HI Roland, We take our customer service very seriously here, so I listened to the phone call between you and Jordan, our CSR. What I heard does not match your rendition of Jordan's attitude and demeanor in the least. Here's how the phone call really went: You called stating you had "someone" look at your LG refrigerator and tell you it needs a compressor. You did not say it was LG, and for that matter, if it was LG, why would they not have repaired your refrigerator for you? Regardless, Jordan explained that we must diagnose your refrigerator ourselves prior to providing you an estimate for the repairs. Our CSRs do not have pricing; technicians provide quotes in the field. She explained it would be $149 + Tax if you decided not to move forward with the repair. You then asked not 1, not 2, not 3, but 4 different times (and ways) to get a quote for the repair. Every time Jordan very respectfully explained that she did not have that information, and that information is only available once the technician is in your home. The reasoning for this is simple: No two repairs are the same. We don't know the condition of the appliance, home, or any other barriers that would affect our ability to perform the repair. We must diagnose your appliance in your home in order to know what resources are needed to complete the job. After the fourth time Jordan very respectfully told you that the technician would need to come out to provide you the quote you are asking for, you said "Forget it, that's ridiculous" and hung up. To blatantly lie about your interaction with our company is appalling. We do not want you as our customer.