Factory Appliance Services

This customer called in to Factory Appliance Service Monday, June 26th.  We had a technician out to diagnose the unit on Tuesday, June 27th.  Per guidelines set by the customer’s extended warranty company, Safeware, we must submit the tech’s findings to them for approval.  Once we had...

the approval from them, we ordered the parts.  Once we had the parts, we contacted the customer on Thursday, July 6th to schedule install of parts.  Due to the holiday, we were regrettably booked solid until Wednesday, July 12th.   On July 12th, our technician noticed when he was on the way to the customer’s house that the part was damaged.  It is typical for our technicians to open the parts prior to arrival at the customer’s home in order to make sure they are correct and undamaged.  Unfortunately, that was not the case, and there was physical damage to the Main Control Board.  As soon as we were aware of this problem, we informed the customer and worked toward a resolution as soon as possible.  A new board was ordered immediately.  Knowing our schedule was backed up, we went ahead and put the customer on the schedule for Monday, July 17th to complete the repair as we were expecting the part to arrive by Friday, July 14th.    On Friday, July 14th, the part did not arrive.  We contacted our vendor, and the tracking information showed the part would arrive Monday.  We did everything we could to keep the customer’s appointment for Monday, July 17th.  Our shipments usually come in around mid-afternoon, so our technician had to come back to the store and then head to the customer’s house, which he did.  Our technician was able to complete the repair on July 17th, and the unit is currently operational.    We regret the delays we ran into in trying to resolve this customer’s trouble.  We strive to complete all repairs in a timely manner.  Unfortunately, due to circumstances external to our company, we were unable to meet this goal for this customer as we would have liked.