Hello [redacted], Barry [redacted], Sr., the owner, has addressed your issue regarding invoice #[redacted]. I am sorry you have experienced service issues on the aged. This unit has no parts warranty because it was purchased elsewhere. This is a risk you took. We discussed these risks in advance of your purchase. There is only your speculation that the motor seizure caused the damage to the board and even if it had, we did not perform the service. Your 29 year old board is not covered just because you purchased a part from us. Your refusal to pay is not logical. It is like holding the seller of a dishwasher you installed improperly responsible for flood damage. We were nice enough to cover the motor. Your installation voided the warranty. Hopefully we can get the manufacturer to cooperate. We accept no liability for the travel, service or parts. Please pay the $693.07 balance due immediately. Your complaints regarding invoice #[redacted] are exaggerated and manipulated. Barry, Sr. did not fail to sell you a jumper. He did not know one was required because he was not performing the service. You failed to mention that after the addition of a jumper we found that the wiring from the motor to the board needed to be fixed. This fix was prior to your #[redacted] service complaint. You fail to mention that Will broke the pin on ribbon cable of the logic board while installing the replacement motor and was trying to service the logic board prior to our arrival of this service. The events you claim to have taken place when our technician was on site actually happened prior to our arrival. Ed, the technician, found the ribbon cable broken and a burn in the board where a short occurred. A motor seizure is not likely to cause a short but miswiring it could, a broken pin on the logic board could, 240 volt power supply could and so could age. The machine we did sell has a 6 month parts warranty not a 6 month all-inclusive warranty. The installation had a 30 day labor warranty to cover potential events that may occur during delivery and installation. This machine has had little usage despite its 12 year age. We expect an 8-10 year performance from this machine. Service costs increase as the machine ages. This was explained to you during our initial sales consultation. I installed this machine March 8, 2016 not April 8, 2016. Since the sale we have replaced the compressor for the mix hopper. The labor warranty expired April 7th, 2016. You contacted us on Friday, May 20th, 2016, 73 days after installation. You claim that the unit has been breaking continuously since the first week of business. There was no issue with this unit a week after installation. You called after hours on a Friday and refused to pay the additional overtime labor. The machine was covered under parts warranty only at that time. The problem was serviced early the next working day, May 23rd, 2016, and travel, service and parts were covered under warranty as scheduled. Both the travel and labor were provided as a customer service free of charge. You recently called us on June 28th, 2016, 36 days after the resolution of service call #1 of the unit we sold. You reported a reoccurring issue with the mix hopper. The machine is currently covered under parts warranty only. Travel and labor are not covered under warranty. It was explained that you have been placed on No Parts/No Service until invoice #[redacted] is paid in full. We are not willing to risk a further debt. We currently employ two fully certified refrigeration technicians. In addition, the owner is also a certified refrigeration technician and currently holds the companies refrigeration license. It was explained to you that the service department is currently understaffed by one and of the two technicians, one is more reliable because he has more experience with the Taylor brand. The other technician is qualified to work on our equipment. His reliability will increase with experience. He will start out on servicing the more simple equipment like the two you have. As he progresses to Taylor’s more difficult product lines he will expand his travels. All of your major service repair have been performed by our more reliable technician, as you know. The technician has always arrived on site within 20 minutes of the scheduled time. You have been made aware that technicians work from call to call and that arrival time is estimated. The response here is outstanding. I do not understand your many complaints on this subject. The technician was required to record his time on his service ticket. We didn’t bill you for the 20 minutes that we arrived early on invoice #[redacted]. Your warranty service issue was unfortunate. We have already provided one billable service call at no charge to help compensate. Please pay the $693.07 balance due immediately. From there we will discuss the payment terms for the repair needed. Parts warranty will apply only if there was a compressor failure. Sincerely, Barry [redacted], Jr.-Customer Service/Sales
Hello [redacted], Barry [redacted], Sr., the owner, has addressed your issue regarding invoice #[redacted]. I am sorry you have experienced service issues on the aged. This unit has no parts warranty because it was purchased elsewhere. This is a risk you took. We discussed these risks in advance of your purchase. There is only your speculation that the motor seizure caused the damage to the board and even if it had, we did not perform the service. Your 29 year old board is not covered just because you purchased a part from us. Your refusal to pay is not logical. It is like holding the seller of a dishwasher you installed improperly responsible for flood damage. We were nice enough to cover the motor. Your installation voided the warranty. Hopefully we can get the manufacturer to cooperate. We accept no liability for the travel, service or parts. Please pay the $693.07 balance due immediately. Your complaints regarding invoice #[redacted] are exaggerated and manipulated. Barry, Sr. did not fail to sell you a jumper. He did not know one was required because he was not performing the service. You failed to mention that after the addition of a jumper we found that the wiring from the motor to the board needed to be fixed. This fix was prior to your #[redacted] service complaint. You fail to mention that Will broke the pin on ribbon cable of the logic board while installing the replacement motor and was trying to service the logic board prior to our arrival of this service. The events you claim to have taken place when our technician was on site actually happened prior to our arrival. Ed, the technician, found the ribbon cable broken and a burn in the board where a short occurred. A motor seizure is not likely to cause a short but miswiring it could, a broken pin on the logic board could, 240 volt power supply could and so could age. The machine we did sell has a 6 month parts warranty not a 6 month all-inclusive warranty. The installation had a 30 day labor warranty to cover potential events that may occur during delivery and installation. This machine has had little usage despite its 12 year age. We expect an 8-10 year performance from this machine. Service costs increase as the machine ages. This was explained to you during our initial sales consultation. I installed this machine March 8, 2016 not April 8, 2016. Since the sale we have replaced the compressor for the mix hopper. The labor warranty expired April 7th, 2016. You contacted us on Friday, May 20th, 2016, 73 days after installation. You claim that the unit has been breaking continuously since the first week of business. There was no issue with this unit a week after installation. You called after hours on a Friday and refused to pay the additional overtime labor. The machine was covered under parts warranty only at that time. The problem was serviced early the next working day, May 23rd, 2016, and travel, service and parts were covered under warranty as scheduled. Both the travel and labor were provided as a customer service free of charge. You recently called us on June 28th, 2016, 36 days after the resolution of service call #1 of the unit we sold. You reported a reoccurring issue with the mix hopper. The machine is currently covered under parts warranty only. Travel and labor are not covered under warranty. It was explained that you have been placed on No Parts/No Service until invoice #[redacted] is paid in full. We are not willing to risk a further debt. We currently employ two fully certified refrigeration technicians. In addition, the owner is also a certified refrigeration technician and currently holds the companies refrigeration license. It was explained to you that the service department is currently understaffed by one and of the two technicians, one is more reliable because he has more experience with the Taylor brand. The other technician is qualified to work on our equipment. His reliability will increase with experience. He will start out on servicing the more simple equipment like the two you have. As he progresses to Taylor’s more difficult product lines he will expand his travels. All of your major service repair have been performed by our more reliable technician, as you know. The technician has always arrived on site within 20 minutes of the scheduled time. You have been made aware that technicians work from call to call and that arrival time is estimated. The response here is outstanding. I do not understand your many complaints on this subject. The technician was required to record his time on his service ticket. We didn’t bill you for the 20 minutes that we arrived early on invoice #[redacted]. Your warranty service issue was unfortunate. We have already provided one billable service call at no charge to help compensate. Please pay the $693.07 balance due immediately. From there we will discuss the payment terms for the repair needed. Parts warranty will apply only if there was a compressor failure. Sincerely, Barry [redacted], Jr.-Customer Service/Sales