Thank you for reaching out to us about this matter with Ms [redacted] .? We would have preferred to hear from the customer directly if they were unhappy with our service so we could have addressed the situation with them.? We are not perfect, but we try hard every day to earn our customers business and referrals to friends and family.? Unfortunately for us the entire story has not been given to you accurately.? After diagnosing the problem with the machine, my technician explained what part “could” be bad to the customer.? True to form, we do not like to “experiment” at the customer’s expense by guessing what part may be bad.? J**’s 20+ years of experience told him he needed to check with the factory for more information because the error code just didn’t seem correctHe also explained it would take a 3-business days to get through to get an answer.? The customer was fine with this when he left their home.? The customer took it upon themselves to go out and buy the part my technician identified and put it in the machine on their own with-out our knowledge.? Now they are upset that the part they bought did not fix the problem and they can’t return the part.? ? We have been in contact with customer and explained to them that it may be bad wiring or a bad control board per our investigation.? They have asked us to come out and continue with the repair.? Because we have done everything we said we would do, I would hope that this customer removes this bad mark from my record which contradicts the many good reviews we have on the web Sincerely, Dave L***Store Manager
Thank you for reaching out to us about this matter with Ms [redacted] .? We would have preferred to hear from the customer directly if they were unhappy with our service so we could have addressed the situation with them.? We are not perfect, but we try hard every day to earn our customers business and referrals to friends and family.? Unfortunately for us the entire story has not been given to you accurately.? After diagnosing the problem with the machine, my technician explained what part “could” be bad to the customer.? True to form, we do not like to “experiment” at the customer’s expense by guessing what part may be bad.? J**’s 20+ years of experience told him he needed to check with the factory for more information because the error code just didn’t seem correctHe also explained it would take a 3-business days to get through to get an answer.? The customer was fine with this when he left their home.? The customer took it upon themselves to go out and buy the part my technician identified and put it in the machine on their own with-out our knowledge.? Now they are upset that the part they bought did not fix the problem and they can’t return the part.? ? We have been in contact with customer and explained to them that it may be bad wiring or a bad control board per our investigation.? They have asked us to come out and continue with the repair.? Because we have done everything we said we would do, I would hope that this customer removes this bad mark from my record which contradicts the many good reviews we have on the web Sincerely, Dave L***Store Manager