JT'S APPLIANCE INC

Description of Work: We bought a large freezer from them. Price includes a 2 year service contract.

Description of Work: On June 27, 2012 we purchased a Frigidaire range and Samsung Refrigerator from JT’s Appliances in Woodstock, CT. When Joe, the owner of JT’s, and his helper arrived to install the new appliances on July 17, 2012, they immediately began complaining about the difficulty of moving the old appliances (which had been agreed to with their sales rep). In an attempt to alleviate any “misunderstanding”, we gave Joe and his helper $50.00 each as a “tip” and we removed the old refrigerator door and basement door to expedite their work. Shortly after they left we opened the freezer compartment of our new Samsung refrigerator and a thin black rod fell on the floor. We called JT’s and Joe indicated that we must have installed the door improperly. When we pointed out that he installed the door, he agreed to come over and look at it (on July 18 or 19). It turned out to be the “axle” for the freezer door. However he had brought no tools and had to borrow tools and a cotter pin from us to repair it. At this time we also disconnected the ice maker (in his presence) as we had no intention of using it. The Samsung fridge ran fine from July 19 until July 30, 2012, when we noticed that the digital readouts for the refrigerator and freezer where not registering. We called JT’s and described what was being displayed…… Joe arrived on August 1 to assess the situation. He attempted to blame the problem on us, first by saying the freezer door had been left open and frost had accumulated. Then he told us that it was because we disconnected the ice maker. Once again he had no tools and no manual to diagnose the error codes. He wrote down the error codes and left. The next day he called and said he wouldn’t do anything until we defrosted the freezer and re-installed the ice maker because that was causing the problem. We called Samsung on August 2 and spoke to two different reps and both assured us that unplugging the ice maker would not adversely affect the operation or cause the error code. We then requested another service call through Samsung since we had obviously lost faith in JT’s ability to service this product. The Samsung rep scheduled a service call for August 8, 2012. On August 8 we waited patiently for several hours for the service rep to arrive. Finally we called Samsung and she advised us that the service call had been cancelled by JT’s! We re-scheduled the service call on August 8, 2012, and were given ticket no 4115798801 which indicated that we would receive a service call from C & E Appliance Service of Southbury, CT. The service rep from C & E, Stephen, arrived on August 16, 2012 and fixed the problem in approximately 8 seconds by resetting the unit. He was very polite and friendly and extremely knowledgeable of the Samsung product. He explained to us why the error code occurred and how to resolve it in the future, as opposed to the previous service rep whose chief response was to blame the problems on us.