SUB ZERO REFRIGERATION

Description of Work: Our Subzero refrigerator stopped working on a Saturday morning September 1. We called area appliance repair services only to be told that Subzero had cancelled their contracts and had only one authorized service provider in the area and who could get parts. We called that service provide,r Akrit Sales & Service, only to reach a recording that said they were closed and left a message. Also called Subzero main office in frustration to leave a message. The main office did leave a message while we were out on Labor Day Sept 3, 2 days later. However, by this time all the food was spoiled or at risk and had to be disposed of. Finally, on Tuesday Sept 4, Akrit called to set appointment, which we agreed would be on Wed on SEp 5 in afternoon. I rearranged apppointments and stayed home from work but no one came or called. I called Akrit at 4 pm, but their business hours don;'t even run a standard day...they were ALREADY CLOSED. I called Zubzero HQ who said they would follow up. A short time later, I heard frmo the service provider giving me excuse tech was held up at previous call and rescheduled for next day Thur Sept 6. So I took off work again and that day,the tech did call during agreed time range after completing work elsewhere. But refrigerator cooling system leaking. He put in freon to hold it cold for a while and gave estimate. The estimated price was incredible, but it was a take it or leave it proposition as Subzero had given Akrit a monopoly on service in the area and there were no alternatives. I called Subzero to complain. They offered to split the cost of the repair,(cutting the what we considered an inflated repair price by $350) and also the service provider had waived $87 house call to make the original call. Shortly after talking to Subzero HQ, I received call from service provider (Sep 14) saying they were sorry and part should be in next Wednesday and they would call to schedule final repair. As of two weeks later (Sep 29) we are still waiting to hear from service provider. Bottom line: Subzero gave monopoly to service provider with no effective quality controls on that service that we observed. Subzero told me they hadn't heard complaints about that service provider even though the service provider does not keep even standard business hours and provides NO after hours or week end service. Our experience was this service provider's scheduling of repair appointments and keeping them is positively 3rd world business practice and the repair prices are what one would expect from a monopoly. In short, we found Subzero's service to be totally unacceptable and even inferior to what one can expect from a repair service working on appliances from Walmart. In discussing frustration about service provider's inferior business practices with Subzero, they were gracious and followed up with the service provider and offered generous settlement, but refused to address the underlying basic issue. Apparently it is more profitable to settle with unhappy customers than to provide even a competitive level of service. We found no world class service here at all. Just a third world-like operation. We won't buy Subzero products again until they can demonstrate they understand the concept that service after the sale is as important as the sale.

Description of Work: THIS COMPANY REPLACED COMPRESSOR COILS IN THE REFRIGERATOR, FILLED THEM WITH GAS, SO THE REFRIGERATOR WOULD OPERATE AT THE PROPER TEMPERATURE.