This is in response to [redacted] ***, complaint ID [redacted] called for service for a [redacted] top-load washer and states that is was not draining the water out of the unitOur offices contacted the field technician, Kenny C., and gave him the information: name, address, phone number, type of appliance and the issue with the unit Kenny contacted [redacted] to schedule a time to look at the [redacted] washerKenny tested the [redacted] washer by putting washer in diagnostic mode and visually inspecting the pumpIt was determined that the washer had a failed drain pump Kenny explained to [redacted] that the pump had failed and the cost including parts and labor would be $ [redacted] agreed to the repair and a deposit was collectedKenny then ordered the pumpWhen the part arrived, Kenny returned to the residence and installed the pumpKenny is very thorough in his work demonstrating by initializing diagnostic mode upon installation completion He did this to recalibrate and test the new pump for any leaks and to make sure the new pump functions properly [redacted] was present and witnessed the repair and diagnostic testingThe balance for the repair was paid and an invoiced signedAfter the repair, Kenny then met [redacted] (for the first and only time throughout this process) The following morning, [redacted] called the technician, Kenny, and stated that after the second load of laundry, the unit stopped and some lights were flashingKenny returned to the residence and preformed automatic diagnostic testing while noting that the flashing code indicated lock failureKenny explained that the lid lock assembly would have to be ordered and informed [redacted] that he would call to schedule a time as soon as the part arrives Kenny returned to the residence of [redacted] and installed the new part (lid lock assembly)Unfortunately, the part was non-working from the manufacturerKenny contacted his supplier, drove to, and purchased two new lid lock assembliesKenny returned to the residence where he found that both of the parts were non-working Kenny then contacted a different supplier, drove to and purchased a fourth lid lock assemblyHe returned to the residence where he repaired the lid lock assembly He performed the recalibration test and diagnostic testThe unit was again in working order [redacted] was present and witnessed all test and repairs on the [redacted] washerThere was no charge for this repair or part cost The following day, [redacted] called and stated he used the washer and dryer all day and it worked fineHowever, when he changed the wash cycle, from bulky to delicate for example), the washer would not operate properly [redacted] stated that the washer worked fine, as long as it stayed on bulky loadKenny explained that the part that controls the wash-cycle selection is called a user-interface control boardBecause the unit is not working and there are no flashing codes, Kenny informed [redacted] that the control board would have to be replaced Kenny contacted our offices and informed us of the issues with this repairIt was decided that we would install a new control board with no labor cost, just the cost of the control boardKenny then contacted [redacted] and informed him that we would make a concession on the labor and he would only have to purchase the part [redacted] became angry and conf*tationalKenny explained to [redacted] that the last two issues were unrelated to the original complaint - water not draining from unitNow, the unit is not allowing him to change wash cycles Kenny informed [redacted] that the parts and labor for the pump and lid assembly are covered for and days respectively (the warranty and repair information are on the signed invoice)The warranty does not cover additional parts and labor for unrelated issuesKenny reiterated the concession on the labor costs and told [redacted] that if he wanted to proceed with the repair, to contact him Kenny has communicated with and has gone above and beyond to try to help [redacted] with this matterIf [redacted] stated that the unit is in the same condition as it was upon the intial call, she is mistakenThe original repair call from [redacted] was that the washer was not drainingThat issue was repaired along with the additional lid lock assembly repairThere was never any mention of wash cycle issues until laterThe call was handled properly and with many concessionsSincerely,Kenneth R.Owner / [redacted] Style Definitions */
This is in response to [redacted] ***, complaint ID [redacted] called for service for a [redacted] top-load washer and states that is was not draining the water out of the unitOur offices contacted the field technician, Kenny C., and gave him the information: name, address, phone number, type of appliance and the issue with the unit Kenny contacted [redacted] to schedule a time to look at the [redacted] washerKenny tested the [redacted] washer by putting washer in diagnostic mode and visually inspecting the pumpIt was determined that the washer had a failed drain pump Kenny explained to [redacted] that the pump had failed and the cost including parts and labor would be $ [redacted] agreed to the repair and a deposit was collectedKenny then ordered the pumpWhen the part arrived, Kenny returned to the residence and installed the pumpKenny is very thorough in his work demonstrating by initializing diagnostic mode upon installation completion He did this to recalibrate and test the new pump for any leaks and to make sure the new pump functions properly [redacted] was present and witnessed the repair and diagnostic testingThe balance for the repair was paid and an invoiced signedAfter the repair, Kenny then met [redacted] (for the first and only time throughout this process) The following morning, [redacted] called the technician, Kenny, and stated that after the second load of laundry, the unit stopped and some lights were flashingKenny returned to the residence and preformed automatic diagnostic testing while noting that the flashing code indicated lock failureKenny explained that the lid lock assembly would have to be ordered and informed [redacted] that he would call to schedule a time as soon as the part arrives Kenny returned to the residence of [redacted] and installed the new part (lid lock assembly)Unfortunately, the part was non-working from the manufacturerKenny contacted his supplier, drove to, and purchased two new lid lock assembliesKenny returned to the residence where he found that both of the parts were non-working Kenny then contacted a different supplier, drove to and purchased a fourth lid lock assemblyHe returned to the residence where he repaired the lid lock assembly He performed the recalibration test and diagnostic testThe unit was again in working order [redacted] was present and witnessed all test and repairs on the [redacted] washerThere was no charge for this repair or part cost The following day, [redacted] called and stated he used the washer and dryer all day and it worked fineHowever, when he changed the wash cycle, from bulky to delicate for example), the washer would not operate properly [redacted] stated that the washer worked fine, as long as it stayed on bulky loadKenny explained that the part that controls the wash-cycle selection is called a user-interface control boardBecause the unit is not working and there are no flashing codes, Kenny informed [redacted] that the control board would have to be replaced Kenny contacted our offices and informed us of the issues with this repairIt was decided that we would install a new control board with no labor cost, just the cost of the control boardKenny then contacted [redacted] and informed him that we would make a concession on the labor and he would only have to purchase the part [redacted] became angry and conf
*tationalKenny explained to [redacted] that the last two issues were unrelated to the original complaint - water not draining from unitNow, the unit is not allowing him to change wash cycles Kenny informed [redacted] that the parts and labor for the pump and lid assembly are covered for and days respectively (the warranty and repair information are on the signed invoice)The warranty does not cover additional parts and labor for unrelated issuesKenny reiterated the concession on the labor costs and told [redacted] that if he wanted to proceed with the repair, to contact him Kenny has communicated with and has gone above and beyond to try to help [redacted] with this matterIf [redacted] stated that the unit is in the same condition as it was upon the intial call, she is mistakenThe original repair call from [redacted] was that the washer was not drainingThat issue was repaired along with the additional lid lock assembly repairThere was never any mention of wash cycle issues until laterThe call was handled properly and with many concessionsSincerely,Kenneth R.Owner / [redacted] Style Definitions */