Thursday, May 17, 2012

Episode Alert: APPLIANCE REPAIRS YUCK! And who needs a social media campaign!

In life, the equipment and appliances we use in this day and age breakdown. At the moment, economic tough times require us to fix our broken equipment and appliances or to live without.  For someone like me, dealing with a chronic mental health issue, finding a way to wrap my mind around getting appliances fixed causes me great anxiety and leaves me feeling exhausted just figuring out what the process it to get it fixed.

The appliance in MY house that requires repair is my General Electric Dryer: DBXR453ET5WW and looks like this one:

What my family wants is a NEW dryer AND washer. But we cannot afford one since I do not have gainful employment and am working very hard to build and grow my business in social media.

The dryer has served us well but now it "sings" to us as the "drum" rolls around. It is getting louder and louder. My family and I are worried that at any moment, that singing will stop, and then our dryer is dead.

Interestingly, our dryer still dries the clothes fairly decently. We may have to use a longer time without heat, but it fairs rather well. Do not ask us about our energy consumption.


But for now, we will try - APPLIANCE REPAIR and in my area, Redmond, WA a cursory Google search has found the following:

Reviewing their website, it is old template from the early 2000s of a mish-mash PS images to make it look bigger than what they really are. They only have one other jump page that lists nothing. No other social media connections. There are serious misspellings in the copy and word spacing was done by a child. When I called the number, I got a cell phone to a guy who was RUDE!  First asking me where I found their information like I am bothering them, and then telling me, "If you read on our website, we only repair refrigerators and freezers!"

That just tells me their SEO was poorly executed and in this day and age of social media. Moreover, it is not explicit with this less than 5 second interpretation of what this company is all about based on a random Google Search. This is a poor business execution that probably needs to be reported to the BBB, anyway.

All City Repair - 425-894-0414
Reviewing their website, another template probably from the mid-late 2000s which has levels of  "grainery" with pages to search and understand your needs. There is a sleekness to the design. It makes them appear like a professional organization and they have a 1-877 number, so the immediate neurocommercial response to me was, "Hmm? I'm getting somewhere!" Then I called the "425" number since it is in my area and I got a recorded message by a "Greg" routing me to do all these tasks, i.e. name, phone number, etc. and they will get back to me. Sorry, but this is not good. You put all this energy and effort on a templated webdesign and then you give me a "voicemail"? No. Not going to do that. Goodbye!

Sears Home Services – 1-800-424-2047
I grew up on Sears Home Services, and I know if you have a warranty contract with them, Sears is very nice to you. When you don't, they could care less about you and treat you like the bottom of the barrel. It is very sterile if you are not in their "appliance game". Which is good when you just know you are going against their "machine", but not good when you have a huge repair issue. So, yes, they can afford the hot new website, with all the bells and whistles, but they immediately route you in to make an appointment without finding out your needs. By the time the service person arrives, they might say I need a new dryer that I cannot afford and I still have to pay them! Of course, I do not expect any diagnosis on the phone and yes, the do need to come to my house, but you know how that feels to someone like me? I fall for the "gank move"! So mentally, I have to prepare to deal with these people or I will curse everyone out! That's not good. What I need is my dryer fixed, not placed into the "Hopper"

Then I called their number and I was routed to an "Auto Call" to route in to forced service. Makes it hard to ask questions. It felt impersonal and I want more! I hung up.

Last I tried First Appliance Service Team – 425.883.6881 - KIRKLAND / REDMOND
Reviewing their website, their template is early 2000s though the copyright says 2009. They list several numbers to call based on the area that probably can be logistically built through the "Google Maps" linkages with a Skype. Immediately, you know what their business is about and what brands they serve. None of this hard to identify what it is they do. 

The only thing I did not like is the "red flashing" coupon discount. The reason is, some people suffer from epilepsy and I may be one of them and flashing red anything can aggravate it. Other sites like Sears puts their distinctly on the left side simply because people like to see "right sided" pictures more than left-sides activities. Go figure.

But for a small operation like this one, a humungous site would not serve them well. What would serve them well is a good social media campaign based on this observation: 

When I called, I spoke to a live person! His name is Daniel and he listened to me, and then stated it would be best to have a service person to come to my home. He said that I would have to pay for them to show up at a minimum $89.50 (must be paid) and that does not include the estimate cost. But he went through with what they would do, look over my dryer, see if there was anything else beyond repair and do some other basic service stuff. 

He seemed to know what he was talking about while he could not really give me specifics. I think that was more of a level of what persons in the repair business have to consider with exasperated people. Some people just want the "brass tax" - i.e. what will it cost me to get this done? Some people, like me, want some kind of reassurance that our repairs can be fixed and I think, First Appliance got that. It is like they said in so many words:

Yes, it can be fixed, and here is our "reality" as a business, but let me add why this may be of value to you....

This is why I would recommend First Appliance seek a Facebook, Twitter and Google+ social media campaign because at least they tried to educate and encourage me without pressure to get my "singing dryer" fixed.

Also, they properly did their SEO, they were at the top of the Google search list.

I like to thank Accurate Electric for some educational discussion they gave to me, too.