IN RESPONSE TO ID# [redacted] :With Certified [redacted] parts, our Technicians, are all Factory trained to repair washers to their factory specificationsWe cover our Labor for days and the parts are covered for year by the manufacturerWe completed the call in question on 2/4/2016, the next time we were contacted in regards to this repair was 7/11/The customer called and reported that the unit was broken again and wanted it serviced at no charge since someone else told him we were the ones who broke itWe explained how long our labor and the parts are covered for and we also explained we didn't build the machine and that if he thought he had a bad product we would give him [redacted] phone number and he could talk to the people who built the unitWe strive to do all we can to check our work and make sure the product is in good working order before we leaveWe guarantee our workIf there is a problem and we are called back we do return and take care of the problemIf something is not repaired correctly it shows up immediately, not a year and months laterThat is why there is a day warrantyWashers are one of the hardest used products in the house and there are a lot of things that could break in a year and monthsWe have no idea what the product might have been throughThe manufacturers only provide one year warranty on a newly purchased productThank you for your time.Sincerely,Jerry R [redacted] Authorized Service, Inc.864- [redacted]
I spoke with the Technician that replaced the thermal on the dryerShe told me she checked temps before replacing the thermal and she checked temps after installation and reported that the temps are the same as the manufacturer requiresShe also said she explained to the "Super" that this unit is
a basic model and the thermals are required to keep the unit from overheating and that it senses drying on clothes so if you have an article of clothing that is dry within the load and it brushes over the thermal then the thermal is going to cut off assuming that the whole load is dry, hence having to run another cycle to continue to dryShe also explained that the airflow for this dryer was goodAgain, the dryer is a basic dryer (turn knob and it comes on with very few features to compensate for different loads) We tell the customer the reality even if sometimes they don't believe what we are saying is the truthBut we will not keep replacing parts just to appease the customer because the dryer is not the issue, the venting to the dryer is the issue and in the long run it doesn't benefit either partySincerely, *** ***864-*** Authorized Service Inc
Dear ***:We have since taken care of this customerMy apologies for not responding quicker The issue with the customer was she wanted "instant service" but, we have to go through the channels with the ESA (Extended Service Agreement ) company that we are supposed to go through and
sometimes they don't respond as quickly to us for the approval on the repair in a timely manner and we can only e-mail them for approval, we cannot callSecondly, we ordered the parts as soon as we got approval, which was after working business daysThe customer did call our parts dept and she did leave a message and our parts manager did not respond to herMy apologies for thatHe was taking care of a family matter at the timeDetails not importantHe did say he was negligent and he took full responsibility for not calling her backNext, *** cancelled the order from the distributor and ordered the parts directly from *** with NO ETA and no notifications to us that this happenedUsually after a call to the factory from a consumer this happens At this point, getting the parts in a timely manner is out of our hands, since the parts were being handled by the factoryOn as soon as the part was received, I drove the part to the technician and he installed it for the customer the same dayI also made a follow up call to the customer to see if the unit was working and if there was anything else I could do to show her we are sincere in resolving her issue as quickly as possible when we have control of the situationI was unable to speak directly to the customer but, understand she was satisfied with the repair if you have any more questions for me let me know. Sincerely,*** ***Office ManagerAuthorized Service, Inc
IN RESPONSE TO ID# [redacted]:With Certified [redacted] parts, our Technicians, are all Factory trained to repair washers to their factory specifications. We cover our Labor for 30 days and the parts are covered for 1 year by the manufacturer. We completed the call in question on 2/4/2016, the next...
time we were contacted in regards to this repair was 7/11/2017. The customer called and reported that the unit was broken again and wanted it serviced at no charge since someone else told him we were the ones who broke it. We explained how long our labor and the parts are covered for and we also explained we didn't build the machine and that if he thought he had a bad product we would give him [redacted] phone number and he could talk to the people who built the unit. We strive to do all we can to check our work and make sure the product is in good working order before we leave. We guarantee our work. If there is a problem and we are called back we do return and take care of the problem. If something is not repaired correctly it shows up immediately, not a year and 6 months later. That is why there is a 30 day warranty. Washers are one of the hardest used products in the house and there are a lot of things that could break in a year and 6 months. We have no idea what the product might have been through. The manufacturers only provide one year warranty on a newly purchased product. Thank you for your time.Sincerely,Jerry R[redacted]Authorized Service, Inc.864-[redacted]
IN RESPONSE TO ID# [redacted] :With Certified [redacted] parts, our Technicians, are all Factory trained to repair washers to their factory specificationsWe cover our Labor for days and the parts are covered for year by the manufacturerWe completed the call in question on 2/4/2016, the next time we were contacted in regards to this repair was 7/11/The customer called and reported that the unit was broken again and wanted it serviced at no charge since someone else told him we were the ones who broke itWe explained how long our labor and the parts are covered for and we also explained we didn't build the machine and that if he thought he had a bad product we would give him [redacted] phone number and he could talk to the people who built the unitWe strive to do all we can to check our work and make sure the product is in good working order before we leaveWe guarantee our workIf there is a problem and we are called back we do return and take care of the problemIf something is not repaired correctly it shows up immediately, not a year and months laterThat is why there is a day warrantyWashers are one of the hardest used products in the house and there are a lot of things that could break in a year and monthsWe have no idea what the product might have been throughThe manufacturers only provide one year warranty on a newly purchased productThank you for your time.Sincerely,Jerry R [redacted] Authorized Service, Inc.864- [redacted]
I spoke with the Technician that replaced the thermal on the dryerShe told me she checked temps before replacing the thermal and she checked temps after installation and reported that the temps are the same as the manufacturer requiresShe also said she explained to the "Super" that this unit is
a basic model and the thermals are required to keep the unit from overheating and that it senses drying on clothes so if you have an article of clothing that is dry within the load and it brushes over the thermal then the thermal is going to cut off assuming that the whole load is dry, hence having to run another cycle to continue to dryShe also explained that the airflow for this dryer was goodAgain, the dryer is a basic dryer (turn knob and it comes on with very few features to compensate for different loads) We tell the customer the reality even if sometimes they don't believe what we are saying is the truthBut we will not keep replacing parts just to appease the customer because the dryer is not the issue, the venting to the dryer is the issue and in the long run it doesn't benefit either partySincerely, *** ***864-*** Authorized Service Inc
Dear ***:We have since taken care of this customerMy apologies for not responding quicker The issue with the customer was she wanted "instant service" but, we have to go through the channels with the ESA (Extended Service Agreement ) company that we are supposed to go through and
sometimes they don't respond as quickly to us for the approval on the repair in a timely manner and we can only e-mail them for approval, we cannot callSecondly, we ordered the parts as soon as we got approval, which was after working business daysThe customer did call our parts dept and she did leave a message and our parts manager did not respond to herMy apologies for thatHe was taking care of a family matter at the timeDetails not importantHe did say he was negligent and he took full responsibility for not calling her backNext, *** cancelled the order from the distributor and ordered the parts directly from *** with NO ETA and no notifications to us that this happenedUsually after a call to the factory from a consumer this happens At this point, getting the parts in a timely manner is out of our hands, since the parts were being handled by the factoryOn as soon as the part was received, I drove the part to the technician and he installed it for the customer the same dayI also made a follow up call to the customer to see if the unit was working and if there was anything else I could do to show her we are sincere in resolving her issue as quickly as possible when we have control of the situationI was unable to speak directly to the customer but, understand she was satisfied with the repair if you have any more questions for me let me know. Sincerely,*** ***Office ManagerAuthorized Service, Inc
IN RESPONSE TO ID# [redacted]:With Certified [redacted] parts, our Technicians, are all Factory trained to repair washers to their factory specifications. We cover our Labor for 30 days and the parts are covered for 1 year by the manufacturer. We completed the call in question on 2/4/2016, the next...
time we were contacted in regards to this repair was 7/11/2017. The customer called and reported that the unit was broken again and wanted it serviced at no charge since someone else told him we were the ones who broke it. We explained how long our labor and the parts are covered for and we also explained we didn't build the machine and that if he thought he had a bad product we would give him [redacted] phone number and he could talk to the people who built the unit. We strive to do all we can to check our work and make sure the product is in good working order before we leave. We guarantee our work. If there is a problem and we are called back we do return and take care of the problem. If something is not repaired correctly it shows up immediately, not a year and 6 months later. That is why there is a 30 day warranty. Washers are one of the hardest used products in the house and there are a lot of things that could break in a year and 6 months. We have no idea what the product might have been through. The manufacturers only provide one year warranty on a newly purchased product. Thank you for your time.Sincerely,Jerry R[redacted]Authorized Service, Inc.864-[redacted]