Analog Devices

Initial Business Response / [redacted] (1000, 5, 2017/07/05) */ Mrs [redacted] called into Cook's Appliance on 6/23/and scheduled an apptfor her dishwasher, she was quoted the service fee of at that time [redacted] arrived on 6/@ 1:27pmHe cleaned all debris out of the unit including plastic spoons, insulation from bottom of sports bottles or drink holders and other various itemsAfter cleaning the unit he was able to run two test cycles and advised the customer that because it has sat unused for over a year it was advised by the factory to have the seals replaced as well as the motor was not performing as well as it shouldAt this point Mr [redacted] showed up and began screaming at his wife for calling Cook's ApplianceMr [redacted] refused further repair and would not pay the service fee [redacted] left the home as the situation was uncomfortable with the domestic argumentI spoke to Mr [redacted] on 6/@ 5:and Mr [redacted] screamed and yelled at me, stating " I will see you in court!" Mr [redacted] called back at 5:on 6/and wanted me to watch a video of the unit working, I explained that it was working when [redacted] left and those were the suggested parts as the seals may leak at some point because of it not being used and the motor was not operating properlyHe still refused to pay and more yelling ensued directed at me and our companyMr [redacted] insisted that we fire [redacted] and that he was a fraudI explained that all of our technicians are factory trained and we always follow factory standardsOn 6/@ 11:Mrs [redacted] called me and says the tech was at her house minutes and never did anythingUsing our GPS tracker I verified that [redacted] diagnosed the unit for minutes and it was working when he leftMrs [redacted] then admitted that is was working when he left, Mrs [redacted] also admitted that [redacted] quoted her the parts as "The seals and motor could go bad in the next few months." Mrs [redacted] started screaming and I asked her to stop and she refused so I disconnected the phone callMr [redacted] called back on 6/@ 2:and immediately started screaming again, saying he would sue Cook's Appliance if he received one more billHe stated that he would pay only if [redacted] were firedMr [redacted] stated that [redacted] quoted them a million dollars to fix the unitI explained that firing anyone was not a viable option and [redacted] was factory trained, suggesting factory parts per regulationsMr [redacted] hung up on me at this pointEach of our technicians have gone through a thorough background screening, they receive training several times a year, they never make any type of commission, pay or cut on the cost of parts or labor on any type of service jobThe customer refuses to pay a bill that they were quoted the cost prior to Cook's Appliance ever scheduling the appointment and based on all the statements made to me by Mrand Mrs***, they are upset that the unit went unused for a year when it was full of things that do not belong in a dishwasherMrand Mrs [redacted] have only communicated with the General Manager, [redacted] and have not spoken to the owner at any point as stated in the initial complaintThe owner is aware of the situation and we have tried to explain and resolve the situation with the ***'s but they refuse to pay for a service they initiated and were quoted even before scheduling the appointmentIn the initial complaint it is stated that he was quoted $and $dollars, which is contradictoryThe initial complaint also states the unit is working good as new, that is correct as our technician [redacted] fixed the unitIt is also stated that: I thought my new dishwasher is gone, where as this unit was manufactured in January and is out of the one year factory warranty, the age being approximately years oldThrough multiple attempts to speak to both parties, no resolution has been reached at this time Initial Consumer Rebuttal / [redacted] (3000, 10, 2017/07/10) */ ***Document Attached [redacted] Attached their original receipt before I talked to them which said that their technician found seized motor now they are claiming that they fixed it and that the engine was working ???? , I think it is obvious that they manipulate everything to their point of view Final Business Response / [redacted] (4000, 12, 2017/07/11) */ This is not the technicians original ticket left with the customer, this is a bill the customer received in the mailThe description of the repair performed is incorrect and was closed incorrectly by our accounting departmentMrsand Mr [redacted] admitted the unit is and has been workingThe service fee was quoted before the repair and is still duePlease excuse our clerical error on the bill the ***'s received