Art Appliance Repair

This letter is in response to the complaint filed about our company on 2/3/We have researched the matter thoroughly on our end and feel that the customer's complaint is unfounded The customer called in to have a repair done on her microwave, the initial
issue being that the oven would turn on or off when it shouldn'tOur technician informed me that a cause of this is that the door switches need to be adjusted, but upon examination he found that the door switches were okay, but that there was a stuck relay on the controlHe explained the situation to the customer and showed her the problemShe approved the repair, which was completed April 9, At the time of the repair, she was informed that we offer a full day warranty on all parts and labor.On December 4, 2014, she called to say they were having an issue againOur technician reminded her of our day warranty but explained that by now months had gone by and it was well beyond the end of our warranty periodHowever, in the interest of good customer relations, he offered to come check it as a courtesyAn appointment was set up for December 12, However, the called two more times- on December and again on December 9- to change the appointment, causing our technician to have to rework his scheduleAn appointment was finally able to be set up on December 19, He saw that this time it was the door switches so he adjusted them while he was there- again as a courtesy, with no charge at all to the customer On January they called again, saying hat the microwave was acting up againOver the phone our technician told her that the only thing left to do would be replace the door switches, but that this time there would be a charge for it because it was definitely out of warranty, and that wasn't the initial problem anywayAt this point the customer hung up on himThe next thing we know, she's reporting us to your officeThe amount of money she's asking to be refunded of $is from the repair she initially had done in AprilThe fact that her microwave worked for months before she called us again indicates that the initial epair was successfulThat, coupled with the fact that our technician did go out to her house and did do an adjustment as a courtesy in December demonstrates that we have gone above and beyond trying to make this customer happyWe do not feel that her complaints against our company or her request to have the initial repair cost are warranted or justified
At ART Appliance Repair, our customers matter to us and we try to strive for 100% customer satisfactionPlease let us know of any further steps we may need to take to get this matter resolvedThank you for your assistance in this matterSincerely,
Shirley Edwards
ART Appliance Repair