Diamond Factory Service

Initial Business Response / [redacted] (1000, 5, 2015/12/14) */ [redacted] contacted Diamond Factory Service regarding a repair for Ms [redacted] She was having an issue with ice production in her refrigeratorDiamond dispatched a technician to her home on July He replaced the valve and icemaker due to low ice productionHe advised the customer that the water line and connections should be updated because of the low water pressure to the refrigeratorThe customer was advised of this and was not charged since the appliance was under warranty [redacted] requested service again when the customer reported rusting on the refrigeratorThe technician was dispatched to her home on September He ordered the door through [redacted] and advised the customer that the door would be sent directly to herWhen she received it, she could call us and we would replace the doorCustomer was not charged as this was under warranty [redacted] requested service again when the customer reported low ice productionThe technician was dispatched to her home on September He found that there was not enough water going into the icemakerHe ordered a new water valveHe returned on October 7, reinstalled the icemaker and confirmed the unit was workingService is still under warranty, so customer was not charged [redacted] requested service again when the customer stated it was not dispensing waterThe technician was dispatched to her home on October He found that the tank was frozenHe thawed it and found that the home water supply was not turned onIt appears that she had never updated water supply from the service call on July On November 30, the customer contacted our office and claimed that the technician had damaged her floorThe Service Manager contacted the customer on December to address her claimHe told her that the technician stated that he did nothing to cause any floor damageThe Service Manager informed her that Diamond could not be held responsible for a scratch on her floor when we had not been in the home during the past daysThe damage could have been caused by someone other than the technician as the damage was not noticed for more than days after the service visit The conversation between the Service Manager and the customer was very lengthy as he attempted to explain the decision to herHe listened to her as she explained her opinionIt was clear that both parties were not going to agree on this and after numerous attempts to end the call with the customer, he was forced to disconnect the call Typically floor damage, especially deep cuts in the floor as the customer states, is reported to us within a day or twoHowever, even though it was days since we had been out to the home, we still did our internal investigationIn the end, we do not find our technician to be at fault and do not feel that we are accountable for the damage

We received a service request from Whirlpool on March asking Diamond Factory Service to service Mr***’s refrigerator due to issues with water and ice dispensing.? Service was scheduled for March 23.? ? Our technician found a lack of water flow causing the ice cubes to be small and no water dispensing from door.? The technician advised the customer that the self piercing valve would need to be replaced with a “plumbed in” valve.? This would resolve their water issues.? Unfortunately this type of repair is not something that our technicians are trained and authorized to do.? The technician recommended that the customer contact a plumber.? The appliance was under warranty, so there was no charge to the customer for the visitOn March 28, the customer called us stating that a plumber had been to his home and determined that it was not a plumbing issue.? Customer requested to speak to a managerOn March 30, the General Manager, [redacted] , contacted the customer and tried to explain that it was necessary for the water line to be fixed before it could be fully diagnosed.? Mr [redacted] stated that he had paid a plumber for service and then contacted another appliance service company who informed him that the water line needed to be replaced.? Mr [redacted] must have assumed that this meant the plumber’s services were unnecessary and is seeking reimbursement from Diamond for the plumber’s fees ($180)During Mr [redacted] ’s conversation with the customer, he tried to provide an additional explanation for the technician’s recommendation to contact a plumber:? The low water flow was demonstrated by the technician in the home with the dispenser water flow.? The frozen fill tube was the result of the bad water line allowing water to trickle in slowly.? Most certainly the water valve did not need to be replaced, however the second appliance service company replaced it anyway to ensure that they would not have to return.? They cleared the frozen fill tube, which again was the main issue caused by the water line being bad.? We could not fix the problem in the refrigerator until the water line was fixed.? If we would have come back out after the plumber’s visit, we would have most likely done the same thing the other service company did once the water line was fixedUnfortunately, Mr [redacted] was not willing to listen to Mr [redacted] ’s explanation and stated that he would pursue this matter with the Revdex.com.? We hope that our detailed explanation will show why we are not going to reimburse Mr [redacted] for the plumber’s fee

Initial Business Response / [redacted] (1000, 5, 2016/01/18) */ On October 6, Diamond Factory Service received a service request from Whirlpool to repair Mr [redacted] 's microwave which was not heating Our technician went to his home on October and determined parts would need to be ordered to complete the repair The customer paid $for the part and our trip/diagnosis charge The technician went back to Mr [redacted] 's home on October with the parts to complete the repair He paid the labor cost of $at that time The technician inspected the unit and ensured the repair was complete During both trips the technician took every precaution so as not to cause any damage On October we received a call from Mr [redacted] because he noticed two cracks by one of the burners He assumed that the technician had caused this damage when the microwave repair was completed Upon learning of this customer's complaint, we followed our standard protocol and had our lead technician inspect the damage We also discussed this with the technician After completing our internal investigation, we believe that the technician did not cause the damage This was communicated to Mr [redacted] on November during a conversation with the General Manager Mr [redacted] called back on November and was told the same thing by the Operations Manager The General Manager offered to sell the part to Mr [redacted] at Diamond Factory Service cost and offered to install for him with no additional charges He refused and stated he would take other action We then received a letter from his attorney on November We responded via email to the attorney with the information above We again offered to sell him the part at our cost and install it for him We are now receiving a Revdex.com complaint regarding the same issue We will continue to offer the same resolution as was offered to him in previous conversationsselling him the part at our cost and installing it with no additional labor charges

On February we received a request from Whirlpool to service Mr***'s dishwasherThe appointment was set up for February Upon arrival, the customer told the technician that the top rack falls out when opening the dishwasherThe technician adjusted the legs and tested the unitThe top rack was functioning properly when he left the home The customer contacted us on February stating that there was a crack in his granite countertop, which he states was caused by the technicianThe General Manager contacted the customer to explain that the technician did not cause the damageHe explained that it wouldn't be possible to crack granite countertops during this repair as the technician did not encounter any resistance while either diagnosing the unit or making the adjustments to the legsDishwashers have very thin leveling legs and a stamped metal frame that would not support the amount of stress to break a granite countertop that was properly installed and structurally soundMr [redacted] indicated that he was going to discuss this with the countertop installerWe did offer $toward the cost of any repairs needed We received notification from the Revdex.com that the customer has asked for $to replace the countertop if they are unable to find a reasonable alternativeWe completed our own research on this issue and found that the usual culprit in this type of situation is granite that has been improperly installed and supportedWe stand behind our original offer to the customer

On October 30, Diamond Factory Service (DFS) received a request for service for Ms***’s washer.? The washer was making a noise?"specifically a rattling sound.? A service technician was dispatched to the home on October 31.? When the technician arrived, he found that the bearing and water valve had failed.? ? He quoted the customer $for the valve, $for the bearing and $for labor.? The customer was charged $for the trip and diagnosis fee.? The technician ordered the parts and scheduled the return appointment for November ? When the technician arrived at the customer’s home to complete the repair, he found that the basket was seized to the shaft and he was unable to get it apart and he was unable to install the new parts as planned.? He advised the customer of this situation.? He did explain to her that he would do his best to put it back together however with the basket issue, it was going to be difficult.? He advised her that it may not work correctly unless the basket was replaced.? Unfortunately there was no way for the technician to have known this would happen until he started the repair.? The customer was not charged anything additional for this visit? On November 8, DFS received a call from the customer stating that there was oil all over and had gotten on to her clothes.? The Technician Supervisor contacted the customer and apologized that the unit couldn’t be repaired by simply replacing the bearing.? He let her know that the entire tub would need to be replaced.? He reiterated what the technician had told her about the unit potentially not operating as efficiently with the basket problem.? He advised her that the cost of the part was between $300-$(which is a discounted price) to compensate for her troubles.? She is unhappy with this result? ? The $that has been paid by the customer was for the trip and diagnosis and is non-refundable as Diamond does have costs associated with dispatching a technician to the home? At this time, we respectfully ask that this case be closed

(The consumer indicated he/she DID NOT accept the response from the business.) Granite never breaks in the upward direction which is what happened when the technician lifted the front of the dishwasher with the legsWhen he did this, the granite was lifted significantly and got caught on an edge when he lowered itThe granite stayed lifted and under stress (as it still is) and cracked several timesI have had the damage reviewed by multiple repair companies; they all conclude the only way the damage COULD occur is by what the tech didEven the general manager stated in HIS e-mail that this kind of damage is rare........but it could & did happenOnce he saw the pictures I submitted as proof, he stopped any repliesThis claim is NOT going away and should easily be covered under their insuranceIf the Revdex.com would like to see the damage caused, they are welcome to reviewThere is no explanation other than what I've statedI can also document my phone calls (to Diamond Products & Whirlpool), seconds after the rep left

Initial Business Response /* (1000, 5, 2016/01/18) */
On October 6, Diamond Factory Service received a service request from Whirlpool to repair Mr***'s microwave which was not heatingOur technician went to his home on October and determined parts would need to be ordered to complete the
repairThe customer paid $for the part and our trip/diagnosis charge
The technician went back to Mr***'s home on October with the parts to complete the repairHe paid the labor cost of $at that timeThe technician inspected the unit and ensured the repair was completeDuring both trips the technician took every precaution so as not to cause any damage
On October we received a call from Mr*** because he noticed two cracks by one of the burnersHe assumed that the technician had caused this damage when the microwave repair was completed
Upon learning of this customer's complaint, we followed our standard protocol and had our lead technician inspect the damageWe also discussed this with the technicianAfter completing our internal investigation, we believe that the technician did not cause the damageThis was communicated to Mr*** on November during a conversation with the General ManagerMr*** called back on November and was told the same thing by the Operations ManagerThe General Manager offered to sell the part to Mr*** at Diamond Factory Service cost and offered to install for him with no additional chargesHe refused and stated he would take other action
We then received a letter from his attorney on November We responded via email to the attorney with the information aboveWe again offered to sell him the part at our cost and install it for him
We are now receiving a Revdex.com complaint regarding the same issueWe will continue to offer the same resolution as was offered to him in previous conversationsselling him the part at our cost and installing it with no additional labor charges

Initial Business Response /* (1000, 5, 2016/01/18) */
On October 6, Diamond Factory Service received a service request from Whirlpool to repair Mr***'s microwave which was not heating Our technician went to his home on October and determined parts would need to be ordered to complete the
repair The customer paid $for the part and our trip/diagnosis charge
The technician went back to Mr***'s home on October with the parts to complete the repair He paid the labor cost of $at that time The technician inspected the unit and ensured the repair was complete During both trips the technician took every precaution so as not to cause any damage
On October we received a call from Mr*** because he noticed two cracks by one of the burners He assumed that the technician had caused this damage when the microwave repair was completed
Upon learning of this customer's complaint, we followed our standard protocol and had our lead technician inspect the damage We also discussed this with the technician After completing our internal investigation, we believe that the technician did not cause the damage This was communicated to Mr*** on November during a conversation with the General Manager Mr*** called back on November and was told the same thing by the Operations Manager The General Manager offered to sell the part to Mr*** at Diamond Factory Service cost and offered to install for him with no additional charges He refused and stated he would take other action
We then received a letter from his attorney on November We responded via email to the attorney with the information above We again offered to sell him the part at our cost and install it for him
We are now receiving a Revdex.com complaint regarding the same issue We will continue to offer the same resolution as was offered to him in previous conversationsselling him the part at our cost and installing it with no additional labor charges

(The consumer indicated he/she DID NOT accept the response from the business.)
Granite never breaks in the upward direction which is what happened when the technician lifted the front of the dishwasher with the legsWhen he did this, the granite was lifted significantly and got caught on an edge when he lowered itThe granite stayed lifted and under stress (as it still is) and cracked several timesI have had the damage reviewed by multiple repair companies; they all conclude the only way the damage COULD occur is by what the tech didEven the general manager stated in HIS e-mail that this kind of damage is rare........but it could & did happenOnce he saw the pictures I submitted as proof, he stopped any repliesThis claim is NOT going away and should easily be covered under their insuranceIf the Revdex.com would like to see the damage caused, they are welcome to reviewThere is no explanation other than what I've statedI can also document my phone calls (to Diamond Products & Whirlpool), seconds after the rep left

On February we received a request from Whirlpool to service Mr***'s dishwasher The appointment was set up for February Upon arrival, the customer told the technician that the top rack falls out when opening the dishwasher The technician adjusted the legs and tested the unit The top
rack was functioning properly when he left the home
The customer contacted us on February stating that there was a crack in his granite countertop, which he states was caused by the technician The General Manager contacted the customer to explain that the technician did not cause the damage He explained that it wouldn't be possible to crack granite countertops during this repair as the technician did not encounter any resistance while either diagnosing the unit or making the adjustments to the legs Dishwashers have very thin leveling legs and a stamped metal frame that would not support the amount of stress to break a granite countertop that was properly installed and structurally sound Mr*** indicated that he was going to discuss this with the countertop installer We did offer $toward the cost of any repairs needed
We received notification from the Revdex.com that the customer has asked for $to replace the countertop if they are unable to find a reasonable alternative We completed our own research on this issue and found that the usual culprit in this type of situation is granite that has been improperly installed and supportedWe stand behind our original offer to the customer

We received a service request from Whirlpool on March asking Diamond Factory Service to service Mr***’s refrigerator due to issues with water and ice dispensing.? Service was scheduled for March 23.? ? Our technician found a lack of water flow causing the ice cubes to be small
and no water dispensing from door.? The technician advised the customer that the self piercing valve would need to be replaced with a “plumbed in” valve.? This would resolve their water issues.? Unfortunately this type of repair is not something that our technicians are trained and authorized to do.? The technician recommended that the customer contact a plumber.? The appliance was under warranty, so there was no charge to the customer for the visitOn March 28, the customer called us stating that a plumber had been to his home and determined that it was not a plumbing issue.? Customer requested to speak to a managerOn March 30, the General Manager, *** ***, contacted the customer and tried to explain that it was necessary for the water line to be fixed before it could be fully diagnosed.? Mr*** stated that he had paid a plumber for service and then contacted another appliance service company who informed him that the water line needed to be replaced.? Mr*** must have assumed that this meant the plumber’s services were unnecessary and is seeking reimbursement from Diamond for the plumber’s fees ($180)During Mr***’s conversation with the customer, he tried to provide an additional explanation for the technician’s recommendation to contact a plumber:? The low water flow was demonstrated by the technician in the home with the dispenser water flow.? The frozen fill tube was the result of the bad water line allowing water to trickle in slowly.? Most certainly the water valve did not need to be replaced, however the second appliance service company replaced it anyway to ensure that they would not have to return.? They cleared the frozen fill tube, which again was the main issue caused by the water line being bad.? We could not fix the problem in the refrigerator until the water line was fixed.? If we would have come back out after the plumber’s visit, we would have most likely done the same thing the other service company did once the water line was fixedUnfortunately, Mr*** was not willing to listen to Mr***’s explanation and stated that he would pursue this matter with the Revdex.com.? We hope that our detailed explanation will show why we are not going to reimburse Mr*** for the plumber’s fee

Initial Business Response /* (1000, 5, 2015/12/14) */
*** contacted Diamond Factory Service regarding a repair for Ms*** She was having an issue with ice production in her refrigerator Diamond dispatched a technician to her home on July He replaced the valve and icemaker due to
low ice production He advised the customer that the water line and connections should be updated because of the low water pressure to the refrigerator The customer was advised of this and was not charged since the appliance was under warranty
*** requested service again when the customer reported rusting on the refrigerator The technician was dispatched to her home on September He ordered the door through *** and advised the customer that the door would be sent directly to her When she received it, she could call us and we would replace the door Customer was not charged as this was under warranty
*** requested service again when the customer reported low ice production The technician was dispatched to her home on September He found that there was not enough water going into the icemaker He ordered a new water valve He returned on October 7, reinstalled the icemaker and confirmed the unit was working Service is still under warranty, so customer was not charged
*** requested service again when the customer stated it was not dispensing water The technician was dispatched to her home on October He found that the tank was frozen He thawed it and found that the home water supply was not turned on It appears that she had never updated water supply from the service call on July
On November 30, the customer contacted our office and claimed that the technician had damaged her floor The Service Manager contacted the customer on December to address her claim He told her that the technician stated that he did nothing to cause any floor damage The Service Manager informed her that Diamond could not be held responsible for a scratch on her floor when we had not been in the home during the past days The damage could have been caused by someone other than the technician as the damage was not noticed for more than days after the service visit
The conversation between the Service Manager and the customer was very lengthy as he attempted to explain the decision to her He listened to her as she explained her opinion It was clear that both parties were not going to agree on this and after numerous attempts to end the call with the customer, he was forced to disconnect the call
Typically floor damage, especially deep cuts in the floor as the customer states, is reported to us within a day or two However, even though it was days since we had been out to the home, we still did our internal investigation In the end, we do not find our technician to be at fault and do not feel that we are accountable for the damage

On October 30, Diamond Factory Service (DFS) received a request for service for Ms***’s washer.? The washer was making a noise??"specifically a rattling sound.? A service technician was dispatched to the home on October 31.? When the technician arrived, he found that the bearing and
water valve had failed.? ? He quoted the customer $for the valve, $for the bearing and $for labor.? The customer was charged $for the trip and diagnosis fee.? The technician ordered the parts and scheduled the return appointment for November ? When the technician arrived at the customer’s home to complete the repair, he found that the basket was seized to the shaft and he was unable to get it apart and he was unable to install the new parts as planned.? He advised the customer of this situation.? He did explain to her that he would do his best to put it back together however with the basket issue, it was going to be difficult.? He advised her that it may not work correctly unless the basket was replaced.? Unfortunately there was no way for the technician to have known this would happen until he started the repair.? The customer was not charged anything additional for this visit? On November 8, DFS received a call from the customer stating that there was oil all over and had gotten on to her clothes.? The Technician Supervisor contacted the customer and apologized that the unit couldn’t be repaired by simply replacing the bearing.? He let her know that the entire tub would need to be replaced.? He reiterated what the technician had told her about the unit potentially not operating as efficiently with the basket problem.? He advised her that the cost of the part was between $300-$(which is a discounted price) to compensate for her troubles.? She is unhappy with this result? ? The $that has been paid by the customer was for the trip and diagnosis and is non-refundable as Diamond does have costs associated with dispatching a technician to the home? At this time, we respectfully ask that this case be closed

Initial Business Response /* (1000, 5, 2015/12/14) */
[redacted] contacted Diamond Factory Service regarding a repair for Ms. [redacted]. She was having an issue with ice production in her refrigerator. Diamond dispatched a technician to her home on July 31. He replaced the valve and icemaker due to...

low ice production. He advised the customer that the water line and connections should be updated because of the low water pressure to the refrigerator. The customer was advised of this and was not charged since the appliance was under warranty.
[redacted] requested service again when the customer reported rusting on the refrigerator. The technician was dispatched to her home on September 9. He ordered the door through [redacted] and advised the customer that the door would be sent directly to her. When she received it, she could call us and we would replace the door. Customer was not charged as this was under warranty.
[redacted] requested service again when the customer reported low ice production. The technician was dispatched to her home on September 30. He found that there was not enough water going into the icemaker. He ordered a new water valve. He returned on October 7, reinstalled the icemaker and confirmed the unit was working. Service is still under warranty, so customer was not charged.
[redacted] requested service again when the customer stated it was not dispensing water. The technician was dispatched to her home on October 26. He found that the tank was frozen. He thawed it and found that the home water supply was not turned on. It appears that she had never updated water supply from the service call on July 31.
On November 30, the customer contacted our office and claimed that the technician had damaged her floor. The Service Manager contacted the customer on December 1 to address her claim. He told her that the technician stated that he did nothing to cause any floor damage. The Service Manager informed her that Diamond could not be held responsible for a scratch on her floor when we had not been in the home during the past 30 days. The damage could have been caused by someone other than the technician as the damage was not noticed for more than 30 days after the service visit.
The conversation between the Service Manager and the customer was very lengthy as he attempted to explain the decision to her. He listened to her as she explained her opinion. It was clear that both parties were not going to agree on this and after numerous attempts to end the call with the customer, he was forced to disconnect the call.
Typically floor damage, especially deep cuts in the floor as the customer states, is reported to us within a day or two. However, even though it was 30 days since we had been out to the home, we still did our internal investigation. In the end, we do not find our technician to be at fault and do not feel that we are accountable for the damage.

(The consumer indicated he/she DID NOT accept the response from the business.)
Granite never breaks in the upward direction which is what happened when the technician lifted the front of the dishwasher with the legs. When he did this, the granite was lifted significantly and got caught on an edge when he lowered it. The granite stayed lifted and under stress (as it still is) and cracked several times. I have had the damage reviewed by multiple repair companies; they all conclude the only way the damage COULD occur is by what the tech did. Even the general manager stated in HIS e-mail that this kind of damage is rare........but it could & did happen. Once he saw the pictures I submitted as proof, he stopped any replies. This claim is NOT going away and should easily be covered under their insurance. If the Revdex.com would like to see the damage caused, they are welcome to review. There is no explanation other than what I've stated. I can also document my phone calls (to Diamond Products & Whirlpool), seconds after the rep left.

We received a service request from Whirlpool on March 21 asking Diamond Factory Service to service Mr. [redacted]’s refrigerator due to issues with water and ice dispensing.  Service was scheduled for March 23.   Our technician found a lack of water flow causing the ice cubes to be small...

and no water dispensing from door.  The technician advised the customer that the self piercing valve would need to be replaced with a “plumbed in” valve.  This would resolve their water issues.  Unfortunately this type of repair is not something that our technicians are trained and authorized to do.  The technician recommended that the customer contact a plumber.  The appliance was under warranty, so there was no charge to the customer for the visit. On March 28, the customer called us stating that a plumber had been to his home and determined that it was not a plumbing issue.  Customer requested to speak to a manager. On March 30, the General Manager, [redacted], contacted the customer and tried to explain that it was necessary for the water line to be fixed before it could be fully diagnosed.  Mr. [redacted] stated that he had paid a plumber for service and then contacted another appliance service company who informed him that the water line needed to be replaced.  Mr. [redacted] must have assumed that this meant the plumber’s services were unnecessary and is seeking reimbursement from Diamond for the plumber’s fees ($180). During Mr. [redacted]’s conversation with the customer, he tried to provide an additional explanation for the technician’s recommendation to contact a plumber:  The low water flow was demonstrated by the technician in the home with the dispenser water flow.  The frozen fill tube was the result of the bad water line allowing water to trickle in slowly.  Most certainly the water valve did not need to be replaced, however the second appliance service company replaced it anyway to ensure that they would not have to return.  They cleared the frozen fill tube, which again was the main issue caused by the water line being bad.  We could not fix the problem in the refrigerator until the water line was fixed.  If we would have come back out after the plumber’s visit, we would have most likely done the same thing the other service company did once the water line was fixed. Unfortunately, Mr. [redacted] was not willing to listen to Mr. [redacted]’s explanation and stated that he would pursue this matter with the Revdex.com.  We hope that our detailed explanation will show why we are not going to reimburse Mr. [redacted] for the plumber’s fee.

On February 12 we received a request from Whirlpool to service Mr. [redacted]'s dishwasher. The appointment was set up for February 19. Upon arrival, the customer told the technician that the top rack falls out when opening the dishwasher. The technician adjusted the legs and tested the unit. The top...

rack was functioning properly when he left the home.
The customer contacted us on February 20 stating that there was a crack in his granite countertop, which he states was caused by the technician. The General Manager contacted the customer to explain that the technician did not cause the damage. He explained that it wouldn't be possible to crack granite countertops during this repair as the technician did not encounter any resistance while either diagnosing the unit or making the adjustments to the legs. Dishwashers have very thin leveling legs and a stamped metal frame that would not support the amount of stress to break a granite countertop that was properly installed and structurally sound. Mr. [redacted] indicated that he was going to discuss this with the countertop installer. We did offer $100 toward the cost of any repairs needed.
We received notification from the Revdex.com that the customer has asked for $2600 to replace the countertop if they are unable to find a reasonable alternative. We completed our own research on this issue and found that the usual culprit in this type of situation is granite that has been improperly installed and supported. We stand behind our original offer to the customer.