Barb P. in Winnipeg

My Husband and I are extremely frustrated with Reliance Call Center.. It is -25c in Winnipeg & the call center is advising me a service man will not come out until tomorrow between 10-2 pm...It is -26 in Winnipeg .so why are we paying $30.00/month for a service plan. This is our 7th ..count it 7th call to Reliance to repair our furnace... To add insult to injury the supervisor of the call center stated it is not our furnace, then why do i have 6 business cards attached to my binder! I stated, give me the number that i should be calling....she gives me the exact number that i had called, go figure. The supervisor at the call center (which i believe is in Toronto) offered us $50.00 towards a space heater for the night...it was nearing 2130 hrs. and who would pay for my pipes that would freeze. The Reliance Superior website indicates Emergency Service 24/7 so why do i have to wait until the next day? We are phoning the Service Manager in Winnipeg ..the number was given to us by the call center ...if anyone requires it..204-2592701... The service fellows are very nice but one service man does 1 thing and the other does another thing...WHAT GIVES!!!!! I plan to do something about this...what if we were on holidays...than what!!!! .. Now a days you really have to be your own advocate for everything!!!!!!!!!!! I thought my husband was going to have a stroke...that's how upset he was...so give me another FURNACE... THE ONLY GOOD PART OF THIS ARE YOUR SERVICE PEOPLE AND HOW POLITE THEY ARE...BUT THIS CALL CENTER is something to be desired. !!!! Obviously they are not in tune with what classifies an emergency call out. This call center is going to ruin you companies reputation and you will undoubtedly loose many customers over this. Like I stipulated the Service Technicians were superb but they are getting the brunt of complaints due to this Call Center. These emergency calls should be directed to people who have some knowledge in furnaces and how to prioritize calls. I have heard nothing but negative comments concerning this Call Center. Perhaps you should re-evaluate this problem and start to consider the customer and your companies reputation.