Eagle Star Appliance Repair

APPLIANCE REPAIR SERVICE [redacted] Road Berwyn Heights MD ###-###-#### - office ###-###-#### - faxMonday, December 19, 2016Revdex.com, WashingtonDCCOMPLAINT RESPONSE – ID # [redacted] Dear [redacted] ,Further to your letter dated 12/12/2016, I will like to submit my response, with regards to the above complaintFirst I will like to state categorically that Eagle Star Appliance Repair has never had a complaint about our services because we do everything in our power to make sure our customers are given the best services to ensure continuous customer satisfactionI read the complaint written by the customer and would like to throw some light on each accusation because they are, with all due respect, not accurate.On 11/01/2016, one of our field techinicians was dispatched to the customer’s house to diagnose a problem that was wrong with her Samsung top load washerOn getting there, she alledged the following:A) “Initial service call not done by a trained technician or perhaps a family member”.To this, I will like to inform the Revdex.com that all our service and field techinicians are fully trained to diagnose and fix all appliances we advertise that we can serviceWe do not waste company resources by sending non trained employees to our customersSecondly, Eagle Star is not a family owned business and we do not send our family members to handle our jobsAll techinicians are not related in any way.B) “Young guy copied model and serial numbers, asked me questions and called someone on the phone to diagnose the problem remotely”.However young our staff may have looked to her, all our technicians are adults and highly qualified to carry out their assignments and have been servicing very satisfied customers for a long timeI will also like to state that copying the serial and model number of a faulty appliance is a procedure because different parts fit different makes and models so the serial and model number helps when it is time to order the correct replacement partsHe called his supervisor (Which is a procedure) to give him the model number to verify the cost and availability of the partsWe are NOT and IT company and cannot diagnose a problem remotelyWe do so on site, just like all other appliance repair companiesThe call was not a sign of cluelessness but care, to avoid errors.C) “They never bothered to call to inquire about additional parts and left job dormant with no regard to the ongoing inconvenience to the customer”Eagle Star upon complete diagnosis, informed customer that parts were needed for her repairsWe informed customer that we were sending the diagnosis to her warranty company ( [redacted] Warranty) and told her that if Eagle Star ordered the parts, it would take -business days to arrive but if the warranty company did the ordering themselves, it may take longer, depending on their own schedule and speedShe said okay.D) “Only one part arrived and Eagle Star repeatedly made appointments that they failed to keep and did not even call to advise of the delay”Eagle Star sent [redacted] Warranty a quote for the four parts but [redacted] Warranty thought that the price on the quote was for only one part and decided to order the parts themselves [redacted] Warranty company then sent only one part and not fourEagle Star contacted [redacted] to report incomplete parts and also went ahead to inform customer of the delay as a result of the missing parts from [redacted] Customer was informed that she would be called as soon as [redacted] sent the remaining parts and then reschedule visit to install the partsUpon the arrival of the remaining parts from [redacted] Warranty, customer was called and a visit scheduled for 12/05/2016.The scheduled appointment for 12/05/2016, was between 8am and 10am and due to some traffic delays, Eagle Star called customer to inform her of the delay to reaching herEventually, on reaching her residence, our techinian found no one home and after knocking and ringing her door bell and hanging around, our techinician called our office and asked one of our other staff to call customer to inform her of his arrival but she couldn’t be reached via phoneAfter about minutes, our technician got in his truck and drove offAfter about minutes, the customer call our office who in turn called our technician and willingly turned around and drove back to her residence.When he arrived, the customer walked up to his vehicle and told him that she was home and at that moment, had a doctor’s appointment she could not afford to miss due to a no-show fee chargeOur techinian advised that when she returned and was done with her appointment, she should give him or the office a call and to see if a technician could come back to her place but also telling her it would be based on availability and proximity that the technician would returnShe DID NOT call until the next morning and when she did, she demanded that our technician come to her residence in minutesHe explained politely that he was very far away from Upper Marlboro on an appointment and could not come immediately because of his very tight scheduleAt this point, the customer became very upset and irate and started yelling at our technician, calling him names and swearing at himShe said and I quote “ Motherfif you don’t bring your as to my house in the next minutes, I will call [redacted] Warranty and every single person I know.” She went ahead to threaten our technician that she was going to tarnish the image of Eagle Star and make sure they do not have more businessOur technician was over minutes away and informed the customer but she kept cursing in profanities.The customer has stated that the desired outcome of her complaint is the refund of $May I state that every single appliance repair company charges a diagnostic fee of which $was the customer’s deductible for the service callThe delay and error in ordering the parts was in NO WAY the fault of Eagle Star but caused as a result of the delay and error of [redacted] WarrantyAs stated previously, it would have taken Eagle Star less time to order the replacement parts if it did it but we had no control over the way [redacted] Warranty handles its business when it comes to ordering parts for customersOn our part, we informed the customer of the delay and let her know it was no fault of ours but that of her warranty companyI am quite surprised that she went ahead to make this complaint to you, carrying out her threats of tarnishing the image of Eagle Star and not informing you of how she berated our technician over the phone.I would be very grateful if this matter is carefully reviewed and diplomatically resolved because Eagle Star takes pride in delivering quality services and takes inaccurate accusations very seriously as little things can bring down the carefully built reputation of a company.Please do not hesitate to contact me if you need further information or clarification.Best regards,Harry T [redacted] CEO, Eagle Star Appliance Repair Service

APPLIANCE REPAIR SERVICE[redacted] Road Berwyn Heights MD 20740 ###-###-#### - office ###-###-#### - faxMonday, December 19, 2016Revdex.com, WashingtonDCCOMPLAINT RESPONSE – ID # [redacted]Dear [redacted],Further to your letter dated 12/12/2016, I will like to submit my response, with regards to the...

above complaint. First I will like to state categorically that Eagle Star Appliance Repair has never had a complaint about our services because we do everything in our power to make sure our customers are given the best services to ensure continuous customer satisfaction. I read the complaint written by the customer and would like to throw some light on each accusation because they are, with all due respect, not accurate.On 11/01/2016, one of our field techinicians was dispatched to the customer’s house to diagnose a problem that was wrong with her Samsung top load washer. On getting there, she alledged the following:A) “Initial service call not done by a trained technician or perhaps a family member”.To this, I will like to inform the Revdex.com that all our service and field techinicians are fully trained to diagnose and fix all appliances we advertise that we can service. We do not waste company resources by sending non trained employees to our customers. Secondly, Eagle Star is not a family owned business and we do not send our family members to handle our jobs. All techinicians are not related in any way.B) “Young guy copied model and serial numbers, asked me questions and called someone on the phone to diagnose the problem remotely”.However young our staff may have looked to her, all our technicians are adults and highly qualified to carry out their assignments and have been servicing very satisfied customers for a long time. I will also like to state that copying the serial and model number of a faulty appliance is a NORMAL procedure because different parts fit different makes and models so the serial and model number helps when it is time to order the correct replacement parts. He called his supervisor (Which is a normal procedure) to give him the model number to verify the cost and availability of the parts. We are NOT and IT company and cannot diagnose a problem remotely. We do so on site, just like all other appliance repair companies. The call was not a sign of cluelessness but care, to avoid errors.C) “They never bothered to call to inquire about additional parts and left job dormant with no regard to the ongoing inconvenience to the customer”Eagle Star upon complete diagnosis, informed customer that 4 parts were needed for her repairs. We informed customer that we were sending the diagnosis to her warranty company ([redacted] Warranty)  and told her that if Eagle Star ordered the parts, it would take 5 -10 business days to arrive but if the warranty company did the ordering themselves, it may take longer, depending on their own schedule and speed. She said okay.D) “Only one part arrived and Eagle Star repeatedly made appointments that they failed to keep and did not even call to advise of the delay”Eagle Star sent [redacted] Warranty a quote for the four parts but [redacted] Warranty thought that the price on the quote was for only one part and decided to order the parts themselves. [redacted] Warranty company then sent only one part and not four. Eagle Star contacted [redacted] to report incomplete parts and also went ahead to inform customer of the delay as a result of the missing parts from [redacted]. Customer was informed that she would be called as soon as [redacted] sent the remaining 3 parts and then reschedule visit to install the parts. Upon the arrival of the 3 remaining parts from [redacted] Warranty, customer was called and a visit scheduled for 12/05/2016.The scheduled appointment for 12/05/2016, was between 8am and 10am and due to some traffic delays, Eagle Star called customer to inform her of the delay to reaching her. Eventually, on reaching her residence, our techinian found no one home and after knocking and ringing her door bell and hanging around, our techinician called our office and asked one of our other staff to call customer to inform her of his arrival but she couldn’t be reached via phone. After about 15 minutes, our technician got in his truck and drove off. After about 5 minutes, the customer call our office who in turn called our technician and willingly turned around and drove back to her residence.When he arrived, the customer walked up to his vehicle and told him that she was home and at that moment, had a doctor’s appointment she could not afford to miss due to a no-show fee charge. Our techinian advised that when she returned and was done with her appointment, she should give him or the office a call and to see if a technician could come back to her place but also telling her it would be based on availability and proximity that the technician would return. She DID NOT call until the next morning and when she did, she demanded that our technician come to her residence in 5 minutes. He explained politely that he was very far away from Upper Marlboro on an appointment and could not come immediately because of his very tight schedule. At this point, the customer became very upset and irate and started yelling at our technician, calling him names and swearing at him. She said and I quote “ Motherf... if you don’t bring your as to my house in the next 5 minutes, I will call [redacted] Warranty and every single person I know.” She went ahead to threaten our technician that she was going to tarnish the image of Eagle Star and make sure they do not have more business. Our technician was over 35 minutes away and informed the customer but she kept cursing in profanities.The customer has stated that the desired outcome of her complaint is the refund of $45. May I state that every single appliance repair company charges a diagnostic fee of which $45 was the customer’s deductible for the service call. The delay and error in ordering the parts was in NO WAY the fault of Eagle Star but caused as a result of the delay and error of [redacted] Warranty. As stated previously, it would have taken Eagle Star less time to order the replacement parts if it did it but we had no control over the way [redacted] Warranty handles its business when it comes to ordering parts for customers. On our part, we informed the customer of the delay and let her know it was no fault of ours but that of her warranty company. I am quite surprised that she went ahead to make this complaint to you, carrying out her threats of tarnishing the image of Eagle Star and not informing you of how she berated our technician over the phone.I would be very grateful if this matter is carefully reviewed and diplomatically resolved because Eagle Star takes pride in delivering quality services and takes inaccurate accusations very seriously as little things can bring down the carefully built reputation of a company.Please do not hesitate to contact me if you need further information or clarification.Best regards,Harry T[redacted]CEO, Eagle Star Appliance Repair Service.