Jim Bobal Appliance Service

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Hello Heather,Thanks for contacting us regarding *** *** ID #***| am Sorry the customer is unhappy with our serviceWe perform about *** Service calls per week so we are familiar with the product line*** has been a bit difficult to get information from and depending
who we speak to at their technical support line we get varying answers for resolving the same problemsNone the less that is why on a very new washer our tech Keith spent time on the phone with the *** factory to be sure that the main board was the only failed component and there was not another common thread issue that we were unaware of on this washerJust to give an example of the *** lack of clarity, we are an authorized servicer for them otherwise we would not have access to their technical support team.I believe that it is likely that the *** tech that arrived to diagnose her washer after Keith was in the home was given a heads up about the need for the control board and as a result spent less time in the home than we didAlso it is likely that the ONLY brand of washer that this tech works on is *** so I expect that he would have a higher experience rate on this machine.The washer is out of labor warranty and *** agreed to help her by not charging anything to make this repairAs they have made a profit by selling the productI am happy for the consumerWe on the other hand did only what the customer asked us to do,| believe that hours is a bit long to get a good diagnosis, so after reconsidering this I will have my office send a refund check for 1/of the labor

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Review: My [redacted] washer is less then two year ago when it stopped working on 8/21/14. I called [redacted] customer service asking about the warranty and was told it was out of warranty and no other information was provided. I needed a washer so I looked in the phone book and called Jim Bobal Appliances and asked if they repair [redacted] washers, I was told yes. I was told the service call was $49.95 and what was charged per quarter of an hour. I also told them that it was less then two years old. They sent a repair person on 8/25/14. This man was very nice and I took him downstairs to my washer and he stated Oh this is the first [redacted] that I am looking at. He pulled the washer out and pulled out the book and said this is a big book. He proceeded to look through it asking me questions on what the washer was doing. I told him and he tried to get it running and then pick up his phone and called a Tech. His start time was 1:09pm. He stayed on the phone for over an hour with the Tech and then got off and told me he thinks it is the main board but not sure. I asked what the price was and he told me that they will call me back with the price. He ended the service call at 2:23pm after being at my house 1:14 hrs. The trip was $49.95 and labor came to $100.00. I paid $158.95 on my credit card. After he left my home, his office called me back with the cost of the part of $258.93 and I told her that I would think about it but felt it was not even worth fixing it. I called them back the next day and said I was not going to pay for this part and was probably just going to get a new washer. I was very upset about this and again looked at my book and noticed that there is a two year warranty for the main board and I though why should I have to pay for this when I purchased it 10/13/12 less then two years. I again called [redacted] customer service a few times and got different information. I was told that I must go through an authorized [redacted] dealer and Jim Bobal is not authorized. I explained to them what I paid and they told me that they can not do anything about what I paid. I decided to have their repair person come out because if it was a warranty issue, it would be covered. This service call was put in on 8/26/14 and on 8/29/14 the [redacted] Tech came to my house. Within 10 minutes he diagnosed the problem which was the main board and it was order. [redacted] did grant my warranty and the Tech completed the repair yesterday 9/9/14. I called Jim Bobal Appliance and explained the issue to Kristy and she asked me to fax her what the [redacted] Tech did and she would have her supervisor review this because I felt that I should not have had to pay for the hour for labor when their repair person was on the phone with the tech and also because of what he said when he came in that this is the first [redacted] that he was looking at. I faxed the [redacted] service ticket to Kristy yesterday and this morning she called me to say that her supervisor reviewed and they decided not to refund me anything. I again explained my feelings on this and she told me I am sorry. I ended my conversation that I will never use them again. I also told her that I learned my lesson and that if someone calls asking about certain products and if they do repairs, they should check with the company first and or warranty.Desired Settlement: I feel that I should not have been charged for the entire hour in which the repair man to read from a book and stay on the phone trying to figure out what the problem could be. I feel I should be reimbursed for the fee for the labor.

Business

Response:

Hello Heather,Thanks for contacting us regarding [redacted] ID #[redacted]| am Sorry the customer is unhappy with our service. We perform about 6 [redacted] Service calls per week so we are familiar with the product line. [redacted] has been a bit difficult to get information from and depending who we speak to at their technical support line we get varying answers for resolving the same problems. None the less that is why on a very new washer our tech Keith spent time on the phone with the [redacted] factory to be sure that the main board was the only failed component and there was not another common thread issue that we were unaware of on this washer. Just to give an example of the [redacted] lack of clarity, we are an authorized servicer for them otherwise we would not have access to their technical support team.I believe that it is likely that the [redacted] tech that arrived to diagnose her washer after Keith was in the home was given a heads up about the need for the control board and as a result spent less time in the home than we did. Also it is likely that the ONLY brand of washer that this tech works on is [redacted] so I expect that he would have a higher experience rate on this machine.The washer is out of labor warranty and [redacted] agreed to help her by not charging anything to make this repair. As they have made a profit by selling the product. I am happy for the consumer. We on the other hand did only what the customer asked us to do,| believe that 1.25 hours is a bit long to get a good diagnosis, so after reconsidering this I will have my office send a refund check for 1/2 of the labor

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,