Customer Service
I have read all kinds of reviews about Bad Boys mostly negative. To be honest after having purchased a range, washer and dryer and dining set over the years, I must say I really had no issues with Bad Boys. I will assume most people don’t bother to take the time to praise a companies virtues when experiences are positive, but we sure like to share when we get burned. After what I went through this year regrettably I have joined the ranks of those disappointed and dissatisfied customers and I am compelled to share my story. I had a bit of a happy ending thanks to one customer service rep however, so while I will share my bad experience that I had dealing with the local store directly, I do have some praises for customer service and am compelled to share that too!
I purchased a range from Bad Boys and a 5 year Solid Gold Warranty. It was not a cheap stove - over $2100. Over the last 4 years my range needed to be repaired numerous times. When I called for service, Bad Boys were always quick to respond and set me up with a local repair company. I won’t say that those experiences were not a little drawn out and frustrating, but there was always a response and a fix. This year in April when the repairs necessary to fix my range again were extensive and repetitive, Bad Boys offered to replace the unit.. It took a month for them to reach that decision, but I was finally happy. I purchased a new 5 year Solid Gold Warranty for the replacement stove and paid for delivery. The day after the replacement range was received in May I discovered two problems – the oven squealed and the cooktop wouldn’t heat as anticipated. Then it started. A conflicting battle between Bad Boys and Samsung, the manufacturer, with an “its out of warranty” argument and “it’s not my problem” battle insisting my new oven be repaired versus replaced even though it had not even been used yet and that the cooktop was just fine. And here I was stuck in the middle with a squealing oven and an unresponsive cook top. What the heck? Through it all, there was one person who seemed to be in my corner – trying their very best to help me – Ishrani Persaud – a customer service representative in the Head Office who happened to be the one to answer my initial request for service in April. She endured my many emails and pleas for assistance. I even sent her videos of my problem. I really felt helpless throughout the entire weeks that followed but I really was lucky for her consistent attention and patience as she did not give up on me. She was never rude and always sympathetic (unlike representatives I spoke with at Samsung) Finally in June, she advised that a return authorization for the defective unit was finally approved and I know it was thanks to her. She coordinated a reselection form for me to chose a range of my choice. It was actually the first time I had really spoken to her as most of our contact was via email…and I could tell she was genuinely apologetic for what I had gone through. Regrettably what happened after that with my local store was not such a positive experience...staff there would do well to take a lesson from Ishrani about how to provide customer service!
I have read all kinds of reviews about Bad Boys mostly negative. To be honest after having purchased a range, washer and dryer and dining set over the years, I must say I really had no issues with Bad Boys. I will assume most people don’t bother to take the time to praise a companies virtues when experiences are positive, but we sure like to share when we get burned. After what I went through this year regrettably I have joined the ranks of those disappointed and dissatisfied customers and I am compelled to share my story. I had a bit of a happy ending thanks to one customer service rep however, so while I will share my bad experience that I had dealing with the local store directly, I do have some praises for customer service and am compelled to share that too!
I purchased a range from Bad Boys and a 5 year Solid Gold Warranty. It was not a cheap stove - over $2100. Over the last 4 years my range needed to be repaired numerous times. When I called for...