Eastern Marketing Corp

Regarding service to Bertazzoni appliances in Fairfield County, CT: when I purchased a full suite of Bertazzoni appliances (36” range, hood, dishwasher and built-in fridge) in October, 2021 I was told by the seller (Planet TV in Stamford CT) that authorized service to these appliance was extremely responsive. I have not found that to be the case. About 10 days before Christmas my dishwasher suddenly began to leak and flooded my basement. I immediately contacted Eastern Marketing and was given a service date of January 9. After pressing the timing of the appointment I was given Friday, December 23 and the technician showed up a day early (after a call from the office). The problem turned out to be the motet that was still under warranty (warning: you will be required to produce the original purchase documents before they will schedule service) and I was told that the the part was in stock and reset for me - but the technician (apparently the only one in CT) would not be back until after the new year. No one followed up with me, so on January 3 I was finally able to schedule the repair - on January 19. Now, more than a month without a dishwasher (through the holidays, of course) o am waiting for the technician to arrive - so far more than half an hour later than the 4-hour window I was given and despite being told on a call 40 minutes ago that he was on his way. Honestly, the worst derive experience I have ever. After spending a great deal on Bertazzoni appliances - would not purchase again for this reason.

As a contractor, my clients rely on my certain level of customer service that I provide and I have built my business based on that customer service experience. In order for me to succeed, I need vendors that I can trust, and after today, I can no longer trust eastern marketing to be a supplier in my business. In the past, 5 months I have spent close to $80,000 in appliances coming from eastern marketing. One of the $1,800 refrigerators was delivered and after 4 months completely stopped cooling, I called eastern marketing for service, and they gave me a service appointment 3 weeks out. For a refrigerator, now I understand it’s busy and I would understand if it was a dishwasher or a washer dryer, But an essential refrigerator should be bumped up on the list. Fast forwarding to the day the technician came by, and it took him 2 minutes to tell me it’s not repairable and that the office will be in touch about a replacement. The office emailed me 2 days later to tell me that they have to get approval for a replacement. Fast forwarding another 5 days for them to tell me that it was approved and that I would have to wait another 7 days for them to replace the refrigerator. The entire process was stretched out for well over a month while my client did not have a working refrigerator. Maybe the people in the office should think to themselves if they can live without a refrigerator for over a month? I asked eastern marketing to credit me the fridge so I can purchase my client a different fridge and they told me no. Out of my pocket I had to reimburse the client for the food spoilage, and a credit them for living without a fridge for over a month. When I asked eastern for some kind reimbursement they told me to call my insurance because they won’t do anything for me. BASICALLY THEY DONT CARE ABOUT YOU. ZERO CUSTOMER SERVICE.

We had a great experience with Eastern Marketing, fixing our Bertazonni range top. I was impressed with the scheduling process. They were able to give me a close date even during a busy time of year (right before Thanksgiving). Matt the technician was early and diagnosed the problem quickly. He had the parts on his truck, so 30 minutes later, burner fixed! What a great experience. Don't hesitate to use this company...I am so glad I did. Now I have four fully functioning burners in time to cook my big Thanksgiving meal!