Appliances Unlimited

Dear [redacted] ***.: I have received your letter in reference to problems with a dishwasher repair, complaint ID# [redacted] ***Unfortunately, the customer is correct in that the repair has taken a long time to bring to a final resolutionWe were initially dispatched by [redacted] on 8/24/to address a symptom where the product was "Not Drying Dishes”A Heat Element was ordered, and that repair was completed on 9/10/2015.We were then dispatched by [redacted] on 9/14/for another problem with the dishwasher at this customer's residenceThis time, the symptom was “Won't start at all'During this repair, our technician did consult the [redacted] tech-line on each visit, because to order electronic circuit boards, you must call for authorizationThey require that the tech call from the home and follow their troubleshooting/diagnostic checks before this authorization is providedDuring this process, there were also part availability issues that occurred, We are required to order warranty parts from an authorized [redacted] Parts Distributor, For this repair, we ordered them from [redacted] Appliance PartsOne of the parts that were ordered at that time showed as being backorderedA “***” from [redacted] called us directly for the part number, and apparently one was “found” by [redacted] after the customer contacted them directlyAs the repair progressed from there, the Technical Manager and Vice President of our Division became involved in dealing directly with the customer and our [redacted] Field RepresentativeDue to the increased communication and further problems that were discovered, [redacted] ultimately replaced the product for the customer.I would be happy to provide any further details if neededThank youMel COperations Manager