A1 Professional Appliance

To whom it may concern, On January 26, [redacted] *** called to schedule an appointment for serviceThe complaint was that her washer was not spinningOur technician [redacted] was the technician scheduled for the appointmentUpon his initial inspection for diagnosis of the washing machine [redacted] found that there was a lid lock error and the machine would not spin or agitateHe entered the machine into diagnostics mode to pull any error codes that may have been stored from previous failuresThe first error code that was stored was fe- mode shifter failure and the second error code was fe- over sudsingSince mode shifter failure can cause lid lock failure and feerror, [redacted] tested all components associated to lid lock error per factory guidelines in the technical data sheet found inside the machineAll components tested passed diagnostics testing except for the mode shifter test and the motor start capacitorThe mode shifter (drive actuator) failed diagnostics test *** concluded that the mode shifter was the cause of the failureSince he did not have the right meter to test the capacitor with him, he decided to take it home to test so he could make sure he returned with the correct parts to make the repairsAfter testing, the capacitor tested good*** then told the customer, who was present through the whole diagnostics process (except for the capacitor testing which was performed off site) that the problem was with the mode shifter (drive actuator) and that was the cause of the lid lock error and feerror code pulledHe also concluded that the over sudsing issue could have been caused by accidental over load of soap from problems associated with machine errors and non cycle completion, all of which are common problems with the model of machine the customer has [redacted] authorized the repairs and the next day, January 27, *** returned to the customer's home to install the mode shifterUpon completion, he tested all functions for the machine from diagnostics mode in manual and automatic modesAll tests performed passed, the machine agitated and spun all of which was verified in the presence of the customerThe customer being satisfied with repairs performed signed the invoice and paid for the repairs On January 28, we received a call from the customer stating that even though [redacted] had just made the repair and verified that the machine was functioning properly, it failed to spin and complete the cycleWe scheduled another appointment with [redacted] *** and [redacted] came out to perform diagnostics that eveningDuring diagnostics [redacted] checked the history to see if any new error codes were present and there were noneHe then performed manual and automatic diagnostic tests on all systems and all tests passedAs soon as he switched to user mode, the machine would not spinSince the machine did not spin in user mode, [redacted] physically tested all components in the machine at all test points and pin locations, as specified in the factory technical data sheetSince all the components passed physical testing and diagnostic testing in automatic and manual modes, [redacted] concluded that the problem was in the main control itselfThe customer was also present throughout the entire diagnostic processShe was informed that the main control board for her machine was factory order only [redacted] then explained that the part needed to be paid for in advance and that it was none returnable and none refundableThe customer then authorized the repair, signed and paid for the part to be factory ordered On February 13, [redacted] returned with the control board to be installed, he made the repairs and calibrated the control and ran full system diagnostics again in user, manual, and automatic modesAll tests passed and [redacted] verified proper operation of the machine in customer's presenceThe customer being satisfied with the repairs signed the completed invoice and paid for the rest of the repair The next day the customer called back and again stated that when she tried to use the machine overnight it failed to spin and complete the cycle againWe had [redacted] give the customer a call and while he was talking with her, he stated that he wanted to check the wiring harness and inspect the area of the tub in between the inner and outer tubs for any obstructionsHe also informed the customer that if he found any obstructions he would remove those free of charge, but if there was any problem with the wiring harness, there would be $charge for repairs of the harnessThe customer agreed and scheduled an appointment to have [redacted] come out and perform another inspection Upon ***'s forth trip on February 16, and subsequent inspection he found no obstructions in between the tubs and the wiring harness tested good [redacted] then ran full diagnostics and all tests passed without clothesThen [redacted] tested with clothes and spin test failed, so [redacted] determined that the failure was within the drive systemAt that point the customer did not want to move forward with any more repairs and stated that they wanted to buy a new machineWe have had no communications with the customer since that dateWe had no knowledge of the customer's dissatisfaction with services performed until being notified of a complaint We determined that [redacted] was very thorough with all of his inspectionsAll diagnostics and repairs were made per factory guidelines It is not our fault that customer's machine had multiple issues and required extensive repairsJust because another company came out and made the final repair to correct all of the issues with the customer's machine does not mean that the repairs performed by [redacted] did not need to be made If there's any more questions regarding this matter, please feel free to contact us Yours faithfully, A-Professional Appliance

Just because the technician had not yet experienced the fragility of a 15 year old plastic tub breaking during the repair doesn't have anything to do with it being his responsibility or fault. A technician with 20 years of experience can have the same thing happen to him, because the problem is with the fragility of the 15 year old plastic breaking. Bolts rust, metal corrodes, & plastic degrades and becomes brittle and fragile. You can't fight the laws of physics. The technician that was sent to your home was a factory trained technician. He may not have had the experience of a 20 year veteran in the industry but he was more than qualified to make the repairs to your leaking washer.

To whom it may concern,   On January 26, [redacted] called to schedule an appointment for service. The complaint was that her washer was not spinning. Our technician [redacted] was the technician scheduled for the appointment. Upon his initial inspection for...

diagnosis of the washing machine [redacted] found that there was a lid lock error and the machine would not spin or agitate. He entered the machine into diagnostics mode to pull any error codes that may have been stored from previous failures. The first error code that was stored was f1 e5 - mode shifter failure and the second error code was f0 e2 - over sudsing. Since mode shifter failure can cause lid lock failure and f1 e5 error, [redacted] tested all components associated to lid lock error per factory guidelines in the technical data sheet found inside the machine. All components tested passed diagnostics testing except for the mode shifter test and the motor start capacitor. The mode shifter (drive actuator) failed diagnostics test [redacted] concluded that the mode shifter was the cause of the failure. Since he did not have the right meter to test the capacitor with him, he decided to take it home to test so he could make sure he returned with the correct parts to make the repairs. After testing, the capacitor tested good. [redacted] then told the customer, who was present through the whole diagnostics process (except for the capacitor testing which was performed off site) that the problem was with the mode shifter (drive actuator) and that was the cause of the lid lock error and f1 e5 error code pulled. He also concluded that the over sudsing issue could have been caused by accidental over load of soap from problems associated with machine errors and non cycle completion, all of which are common problems with the model of machine the customer has.    [redacted] authorized the repairs and the next day, January 27, [redacted] returned to the customer's home to install the mode shifter. Upon completion, he tested all functions for the machine from diagnostics mode in manual and automatic modes. All tests performed passed, the machine agitated and spun all of which was verified in the presence of the customer. The customer being satisfied with repairs performed signed the invoice and paid for the repairs.   On January 28, we received a call from the customer stating that even though [redacted] had just made the repair and verified that the machine was functioning properly, it failed to spin and complete the cycle. We scheduled another appointment with [redacted] and [redacted] came out to perform diagnostics that evening. During diagnostics [redacted] checked the history to see if any new error codes were present and there were none. He then performed manual and automatic diagnostic tests on all systems and all tests passed. As soon as he switched to user mode, the machine would not spin. Since the machine did not spin in user mode, [redacted] physically tested all components in the machine at all test points and pin locations, as specified in the factory technical data sheet. Since all the components passed physical testing and diagnostic testing in automatic and manual modes, [redacted] concluded that the problem was in the main control itself. The customer was also present throughout the entire diagnostic process. She was informed that the main control board for her machine was factory order only. [redacted] then explained that the part needed to be paid for in advance and that it was none returnable and none refundable. The customer then authorized the repair, signed and paid for the part to be factory ordered.    On February 13, [redacted] returned with the control board to be installed, he made the repairs and calibrated the control and ran full system diagnostics again in user, manual, and automatic modes. All tests passed and [redacted] verified proper operation of the machine in customer's presence. The customer being satisfied with the repairs signed the completed invoice and paid for the rest of the repair.    The next day the customer called back and again stated that when she tried to use the machine overnight it failed to spin and complete the cycle again. We had [redacted] give the customer a call and while he was talking with her, he stated that he wanted to check the wiring harness and inspect the area of the tub in between the inner and outer tubs for any obstructions. He also informed the customer that if he found any obstructions he would remove those free of charge, but if there was any problem with the wiring harness, there would be $90 charge for repairs of the harness. The customer agreed and scheduled an appointment to have [redacted] come out and perform another inspection.  Upon [redacted]'s forth trip on February 16, and subsequent inspection he found no obstructions in between the tubs and the wiring harness tested good. [redacted] then ran full diagnostics and all tests passed without clothes. Then [redacted] tested with clothes and spin test failed, so [redacted] determined that the failure was within the drive system. At that point the customer did not want to move forward with any more repairs and stated that they wanted to buy a new machine. We have had no communications with the customer since that date. We had no knowledge of the customer's dissatisfaction with services performed until being notified of a complaint.   We determined that [redacted] was very thorough with all of his inspections. All diagnostics and repairs were made per factory guidelines.  It is not our fault that customer's machine had multiple issues and required extensive repairs. Just because another company came out and made the final repair to correct all of the issues with the customer's machine does not mean that the repairs performed by [redacted] did not need to be made.    If there's any more questions regarding this matter, please feel free to contact us.               Yours faithfully,             A-1 Professional Appliance

Technician was very friendly and knowledgeable. I had to reschedule my appointment and they ere very flexible which was nice. They explained everything in detail and even left me with the old parts so that I could see exactly what was replaced. I will call them again and recommend them to my friends and family.

The technician was very knowledgeable and explained everything. Very friendly, polite and professional.

A1 Professional Appliance has very good service. And friendly staff. Highly recommend!

Kameron contacted me immediately. Bryan arrived on time and was very professional and kind. He explained exactly what needed to be repaired and replaced. I would use this company again and would request Bryan.

Easy to talk to, very personable, good rates, and arrives when he says he will, and is very trustworthy.

Review: On 1/27, I called this company for a service repair. The gentleman stated there was a $50 service fee. I asked if that fee went toward the repair and he said "yes" if I have them fix it. [redacted] came out a few days later, wasn't very familiar with my machine, pulled out the Tech Manual, and went from there. He said I needed a new synchronization motor, he didn't have one on hand, and would return the next day to install it (the part was $129). The machine was still doing the same thing so he continued with the testing and readings. At one point, he mentioned the possibility of a new motor or transmission, and continued with more testing. It was determined that another piece needed replacing. [redacted] was somewhat puzzled, took that part home with him, and was to return the following day. The next day he said the part he took home was still good so he performed more testing on the machine. He said the motor was good but all other tests were pointing to the control panel. This piece would have to be ordered from back East, would have to be paid for in advance ($364), and there was no refund on this part. (I guess that's when the red flag should have gone up!) I paid him $320 in cash for the initial visit and repair, but the machine was still in the same condition (not working properly). I explained I would have to discuss it with my husband because we were on a strict budget, he was in between jobs, and we needed a guarantee this would work before spending that much money (we could have purchased a brand new machine by this time). My husband talked to [redacted] on the phone and expressed the concern we had about a guarantee. We were not about to spend all this money with no guarantee that it would work. [redacted] said he would fix the machine himself if it didn't work. We gave him the ok to order the part, he supposedly installed it, and the machine is doing the same thing ($695 later). I called him the very next day and he said he would have to charge me $90 for labor to come out and look at it.Desired Settlement: I would like a full refund of my $695.00! I am left with a washer that I cannot use, has the same problem it had that initiated my service call to begin with, AND I am out of pocket $695. This doesn't even include the $30-$40 I've been spending at the Laundry Mat each weekend (3 weekends so far). I could have purchased a brand new washer for the amount of money I'm out here! I am so upset, I can spit fire!!! I just don't know how people can do business this way.

Business

Response:

To whom it may concern,