On July 27th we went out to see this consumer to look at a stove and a dryer she was charged 80.00 for the stove and 40.00 for the dryer. [redacted] The tech took apart the stove and did reset the...
range but it did not reset and determined that the electronic control board needed to be replaced. The tech did struggle with the panel but did find his way to opening it up. The tech that was assigned to this consumer is a journeyman of 17 years and is knowledgeable in his industry. Although all appliances are put together differently, they all come apart differently. As for pricing of repair she was quoted a competitive rate based on time sheet of what we would normally average for repair, but we do remove the service call from price of repair, so consumers are not double charged. I told her that I would speak to technician upon his return from his days off and if he had indicated differently about the repair and in fact was misdiagnosis I would refund her 80.00 service call portion for stove. As this point there was no misdiagnosis, he apologizes for struggling with the front panel but when you deal with thousands of types of appliances it is impossible to remember how each one of them come apart flawlessly.
On April 26th, 2016 was contacted by [redacted] in regards to wanting service on an [redacted] over the range microwave, cons was booked for April 27th,2016. The cons inquired to how our services worked, " Cons was advised that we charge an 80.00 dollar service call and that if they decided to go...
ahead and repair after knowing the issues and costs, that their service call fee would be applied to the repair." Service calls are free with repair. On April 27th,2016 the technician arrived at cons home and did a full diagnostic of the unit and it was diagnosed that the unit required a new [redacted], thermal cutoff, thermal fuse all needed to be replaced. At the time of service their nanny was home and neither cons were. As instructed by the cons that we were to call him after we had been there and he would supply payment. Cons was called on April 27th,2016 and the diagnosis was discussed with him, he gave us his credit card information over the phone and provided us his email address to send him a copy of the service call receipt to. St the time of call he was advised on cost of repair and that parts were special order from manufacturer that would take approx. 3-5 business days to arrive. Complete repair was 485.00 less 80.00 service call. He said he would get back to me on the repair after he had a chance to speak to him wife. On April 29th,2016 the cons got back to me and said they wanted to proceed with repair. Parts were ordered May 2,2016 and arrived May 9th, 2016. Cons was scheduled for the May 10th for repair. The tech was running behind so the cons was contacted to let them know and they wanted to reschedule [redacted]. They were rescheduled for the 11th of May, the tech went to finish repair and tested it and said it was good and as instructed the cons said when repair was complete to put charges on credit card on file and to send invoice via email. That was done. Morning of the 12th 8:32 am there was a message from the wife [redacted] stating the microwave was still having issues. I returned her call at 9:20 am after we were open at 9 am. After her explaining the issues she went on the to say she wanted a refund. I advised her that I would need to send a tech out again to verify the issues and have the problems rectified, but that it could not be done till Tuesday May 17th [redacted]. I advised that we had policies to follow and would get through them as quickly as possible to get the situation resolved if there was any valid issues. At that point cons said they would get back to me, and haven't heard anything till now
Complaint: [redacted]
I am rejecting this response because: [redacted] I had a power surge, it clearly needed to be reset. I do not believe he tried to reset it or even got below the panel because he would not have gotten the panel back on by the time I returned to the room. I'm sure he would have mentioned it. He said nothing! Nothing at all, that's what Made me question his diagnosis.
I would be happy if the company would return my service fee for the stove!
Sincerely,
[redacted]
The customer did provide an email address, [email protected]. It was also explained to the customer that we would send a tech out to reaccess the situation. It was explained at time of part order, that they are special order parts and the husband was clearly aware of that. We did offer to come back to reassess the unit, and this was brought here.
On July 27th we went out to see this consumer to look at a stove and a dryer she was charged 80.00 for the stove and 40.00 for the dryer. [redacted] The tech took apart the stove and did reset the...
range but it did not reset and determined that the electronic control board needed to be replaced. The tech did struggle with the panel but did find his way to opening it up. The tech that was assigned to this consumer is a journeyman of 17 years and is knowledgeable in his industry. Although all appliances are put together differently, they all come apart differently. As for pricing of repair she was quoted a competitive rate based on time sheet of what we would normally average for repair, but we do remove the service call from price of repair, so consumers are not double charged. I told her that I would speak to technician upon his return from his days off and if he had indicated differently about the repair and in fact was misdiagnosis I would refund her 80.00 service call portion for stove. As this point there was no misdiagnosis, he apologizes for struggling with the front panel but when you deal with thousands of types of appliances it is impossible to remember how each one of them come apart flawlessly.
On April 26th, 2016 was contacted by [redacted] in regards to wanting service on an [redacted] over the range microwave, cons was booked for April 27th,2016. The cons inquired to how our services worked, " Cons was advised that we charge an 80.00 dollar service call and that if they decided to go...
ahead and repair after knowing the issues and costs, that their service call fee would be applied to the repair." Service calls are free with repair. On April 27th,2016 the technician arrived at cons home and did a full diagnostic of the unit and it was diagnosed that the unit required a new [redacted], thermal cutoff, thermal fuse all needed to be replaced. At the time of service their nanny was home and neither cons were. As instructed by the cons that we were to call him after we had been there and he would supply payment. Cons was called on April 27th,2016 and the diagnosis was discussed with him, he gave us his credit card information over the phone and provided us his email address to send him a copy of the service call receipt to. St the time of call he was advised on cost of repair and that parts were special order from manufacturer that would take approx. 3-5 business days to arrive. Complete repair was 485.00 less 80.00 service call. He said he would get back to me on the repair after he had a chance to speak to him wife. On April 29th,2016 the cons got back to me and said they wanted to proceed with repair. Parts were ordered May 2,2016 and arrived May 9th, 2016. Cons was scheduled for the May 10th for repair. The tech was running behind so the cons was contacted to let them know and they wanted to reschedule [redacted]. They were rescheduled for the 11th of May, the tech went to finish repair and tested it and said it was good and as instructed the cons said when repair was complete to put charges on credit card on file and to send invoice via email. That was done. Morning of the 12th 8:32 am there was a message from the wife [redacted] stating the microwave was still having issues. I returned her call at 9:20 am after we were open at 9 am. After her explaining the issues she went on the to say she wanted a refund. I advised her that I would need to send a tech out again to verify the issues and have the problems rectified, but that it could not be done till Tuesday May 17th [redacted]. I advised that we had policies to follow and would get through them as quickly as possible to get the situation resolved if there was any valid issues. At that point cons said they would get back to me, and haven't heard anything till now
Complaint: [redacted]
I am rejecting this response because: [redacted] I had a power surge, it clearly needed to be reset. I do not believe he tried to reset it or even got below the panel because he would not have gotten the panel back on by the time I returned to the room. I'm sure he would have mentioned it. He said nothing! Nothing at all, that's what Made me question his diagnosis.
I would be happy if the company would return my service fee for the stove!
Sincerely,
[redacted]
The customer did provide an email address, [email protected]. It was also explained to the customer that we would send a tech out to reaccess the situation. It was explained at time of part order, that they are special order parts and the husband was clearly aware of that. We did offer to come back to reassess the unit, and this was brought here.