I was left a little bit dazed and confused the other day when I received a follow up survey call from G.E. The call asked some very specific questions about a service call I received to fix a leak on a new refirgerator. It took the service attendant all of about 5 minutes to repair and was the result of someone not pushing a tube all the way onto a coupler when the refrigerator was installed. This only showed up after a plumber came to install water service to the refrigerator.
The questions were all on a scale of 1 to 10. I wanted to be as helpful as possible, but for most of them I simply didn’t have enough data to properly give them an answer.
For example 1- 10, 1 being poor and 10 being the best, how would you rate the service technicians’s skill and experience?
This was perhaps the simplest repair anyone could be called upon to make. If the refrigerator weren’t under warranty, I would have done exactly what the service technician did to try and remedy the situation before resorting to paying someone to fix it. It is possible it might have taken me 8 minutes to do. Am I supposed to assume that becuase the technician could make this quick and easy fix that he probably would have the skills to fix the matter – anitmatter pods aboard the Starship Enterprise. The answer was quite simply that he had enough skill to fix this minor issue and that’s all that was needed.
Another question, same 1 – 10 ranking: Based on this warranty repair experiecne how likey would you be to call GE to service an appliance that wasn’t under warranty? 1 being not at all likey up to 10 being Extrmemly likely.
Well, this was a warranty call. It didn’t cost me anything, so I called them. I have no idea how much they charge for repairs not under warranty, nor what they do regarding parts or what type of guaranty they have on their repairs. How long will it take the mto come and fix a problem in the future?
The truth is that this experience had almost no bearing on how I might act in the future with regards to calling GE for a repair that isn’t covered by warranty. I don’t really see how anybody could answer this question properly.
What I do know is that there wasn’t any take away from this situation. GE did as I would have expected any company I bought an expensive refrigerator to do. The repair technician could have left a catalog of other GE products with me, or even an order form for refrigerator filters. He could have left an information sheet with instructions, pricing and guidelines regarding non-warranty repairs. They could have left me a coupon for a discount for something, anything.The truth is that they did the bare minimum to keep me happy, despite all of their automated phone calls regarding my appointment. That was good enough for me, but they certainly missed the boat on any marketing opportunities. Heck, he could have put a refrigerator magnet with a phone number on it on the way out the door.
The phone call was from someone who didn’t work for GE. Most likely she worked for close to minimum wage for some company that conducts these surveys. If she knew anything about refrigerators or washers and dryers, she kept it to herself. She was certainly pleasant and actually never got flustered by my responses to her questions with my own questions.
What did GE hope to get out of the survey? What was the point?
I’m still scratching my head, but at least I’ve got ice water in the door and no leaks for now.
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