Appliance Fix-It

The customer brought her [redacted] vacuum cleaner into our shop on March 3. All repairs are preformed in order of when they come into our shop. The customer called on March 25 to find out the status of her repair. She was told that she would be receiving a call with an estimate to repair the vacuum in...

following few days. The [redacted] vacuum takes longer than most vacuums to diagnose because of the clone system that it uses. On May 29th, the customer was told that she needs a foot valve and filters that are special order items. The vacuum also needed a deep cleaning to free up the cyclone that was impacted with dust and dirt. The foot valve was ordered on March 31 along with other parts that we needed from [redacted]. Unfortunately for all parties involved, the foot valve was backordered from the supplier, and when it came in, we would complete the job. The part came into our shop on April 22. The customer did call that day and was told that the part had come in. Her response was that she was contacting the Revdex.com and wanted to talk to the owner. She was told that the owner was not available, and this upset her very much. The owner of the business does not repair [redacted] vacuum cleaners and was not in the shop. The vacuum was repaired on April 25. On April 26 the customer called and was informed that her vacuum was ready for pick up. The service to her vacuum took 3 1/2 hours and requires 2 days so that the cyclone can dry out after cleaning. The customer was free to pick up her vacuum at anytime that she wanted, if she was not happy with our service. She was not held hostage and is not due any compensation for the extended time that we had our vacuum. We cleaned and repaired the vacuum as requested. Most repairs take 2-3 weeks to complete. This one took longer because of the special order parts the wee needed to complete the job. The customer picked up the vacuum and paid the balance on the vacuum without incidence on April 28.Thank you[redacted]

Appliance Fix-It. I turned in a Ryobi generator on 20 July 2015 for warranty repair and Appliance Fix-It still has not supplied me with sufficient information to explain why my generator is not yet repaired. I purchased the generator in May 2015 from Home Depot and it broke in July as it would no longer start. The generator is authorized repair under the 90 day warranty with Ryobi and I understand that. Appliance Fix-It has never called me to provide an update on the status of the repairs and I always have to call them. Every time I call them to inquire, the only information I receive is that they are waiting on parts from Ryobi. Only once they told me that the recoil starter or coil they thought was the problem was not the fix and they are again waiting on parts. I called on 2 November 2015 and someone from Appliance Fix-It told me that the repairs were complete and that I could pick up my generator the same day and that a technician would test start the generator to verify it is good to go. I asked if I should wait for a call back before departing to picking up my generator and the technician said no, it should be good to go. I was polite enough to call back the same day and advise them that I cannot pick up the same day due to my schedule. I showed up at Appliance Fix-It on 6 November 2015 to pick up my product and the gentlemen working the front counter takes my ticket and comes back to tell me that" I don't know who you called but none of my technicians claim to have called or talked to you about this generator and your and your generator is not ready". He further explained that my ticket was buried on a desk under some other stuff and that I shouldn't feel bad because other products have been there since April. This information was stated as if I called the wrong repair shop or made the entire situation up in my head. I became upset and argued a bit and then showed the gentlemen my cell phone call log showing that I called on 2 November 2015. He still claims that nobody talked to me and said my product was not ready or repaired and that the only guy that is authorized to make repairs for Ryobi has not worked on a product for weeks due to a hand injury. That information further angered me and the gentlemen then told me that I can take my generator back since it is taking up their floor space. I furiously explained that they have had my generator longer than I've owned it and still have yet to provide me with details on the situation besides" we'll call you when it's ready". I wouldn't be upset if they explained what parts are on order and are backlogged with Ryobi and we have been checking on the status, etc...but no, all I have gotten since July is that "they are waiting on parts". I told the fellow that he must understand why I am angry as I've been calling them since July and they have not provided any useful information to me. Appliance Fix it needs to understand what customer service is and that I shouldn't have to beg for information from them for 5 months on the status of my repair. I don't care how long other products have been sitting awaiting repair. How long am I supposed to accept the same answer every time I call about my product? I'm currently working the issue with Ryobi but Appliance Fix is terrible. Obviously something is broke within the line of communication between Appliance Fix It and Ryobi but that is not my problem as a customer. All I needed to hear was that "we ordered X parts on this date and Ryobi has not provided an estimated arrival date on the parts. We called or contacted them on X date but have had no luck in getting an ETA on your parts. Here is the phone number to Ryobi customer service, please give them a call". I'm now working the issue through Ryobi in hopes of a resolution.