We found a bad part (cam) in washer 1/22/15 and had to order it; we replaced the part 2/3/15 and thought it was repaired. Customer called back and we found a bad transmission upon our trip 2/9. We had to get authorization from [redacted]s to repair since they are the ones paying for it. We never received...
authorization so nothing was done. We received a new service request 3/23 from [redacted]s about the washer....we go out again 5/6 and confirm the transmission is needed. Mark the store manager at [redacted]s declined to repair the unit as it is uneconomical to do so because the repair is $642. Nothing can be done on our end at this point, it is in [redacted]s hands now. I don't know if they are swapping the unit out or issuing refund (not sure their policy in these situations). We apologize for the drawn out attempts to repair the washer and hope [redacted]s takes care of the customer going forward. Also, we were short staffed at the time which also played a part in the delay of service. Our apologies.
We're sorry it's taken longer than usual to repair your dryer. This week has been hectic for us with the weather. We called you on the 18th and evidently you returned the call and left a message; I apologize you didn't get a return call from your voicemail in a timely fashion. We were closed...
yesterday 1/20/16 and will reopen Monday 1/25/16 due to the weather. I see you spoke to someone today and have an appointment for 1/26/16 for your dryer repair. Again we apologize for the delay in service and hope to get you taken care of on the 26th.
Customer is correct and should not have waited that long. We dropped the ball along the way and we apologize. At this point we can't change what has been done but apologize for the long drawn our attempts at repair/diagnosis.
The price quoted to the tech was supposed to be marked up-that's our process. We quoted $243.15 for the control board replacement; it would be almost double that elsewhere. We are a reputable company that is family owned and has been in business since 2001. We apologize you felt like we were...
being dishonest. Our intent is to be fair and honest.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The complaint was over waiting several.months over them to come fix my washer. Yes, [redacted]'s had to approve but they got the approval on March 23rd. They didn't come out until May 6th. That is a month and a half after the approval. That is not good business. They're being short handed has nothing to do with me and I shouldn't have been waiting that long.
Regards,
[redacted]
The technician came out 12/12 and found the door gasket had fallen off and saw where the customer used plaster/glue to try to repair the gasket them self while still in it's first year of warranty. Applying a foreign form of glue other than what the manufacturer suggests voids the warranty. This is...
not our rule, this is the manufacturers, in this case [redacted] The dealer nor manufacturer are going to tell you that upfront because it states it in the owners manual under "exclusions" in the warranty section. It is the customer's responsibility to adhere to their products manual. Regarding the charges, the technician was quoting the customer the cost to replace the door gasket (parts, labor, service call & tax) should they want it repaired. Our company will probably not even be paid our service call from [redacted] because it's a non warrantied issue which is why the technician was trying to collect the $79 [redacted] call for his trip & diagnosis. He did not provide any unjust services, he was doing his job. We advise the customer to call [redacted] if they need confirmation we are not scamming them and just following protocol.
We found a bad part (cam) in washer 1/22/15 and had to order it; we replaced the part 2/3/15 and thought it was repaired. Customer called back and we found a bad transmission upon our trip 2/9. We had to get authorization from [redacted]s to repair since they are the ones paying for it. We never received...
authorization so nothing was done. We received a new service request 3/23 from [redacted]s about the washer....we go out again 5/6 and confirm the transmission is needed. Mark the store manager at [redacted]s declined to repair the unit as it is uneconomical to do so because the repair is $642. Nothing can be done on our end at this point, it is in [redacted]s hands now. I don't know if they are swapping the unit out or issuing refund (not sure their policy in these situations). We apologize for the drawn out attempts to repair the washer and hope [redacted]s takes care of the customer going forward. Also, we were short staffed at the time which also played a part in the delay of service. Our apologies.
We're sorry it's taken longer than usual to repair your dryer. This week has been hectic for us with the weather. We called you on the 18th and evidently you returned the call and left a message; I apologize you didn't get a return call from your voicemail in a timely fashion. We were closed...
yesterday 1/20/16 and will reopen Monday 1/25/16 due to the weather. I see you spoke to someone today and have an appointment for 1/26/16 for your dryer repair. Again we apologize for the delay in service and hope to get you taken care of on the 26th.
Customer is correct and should not have waited that long. We dropped the ball along the way and we apologize. At this point we can't change what has been done but apologize for the long drawn our attempts at repair/diagnosis.
The price quoted to the tech was supposed to be marked up-that's our process. We quoted $243.15 for the control board replacement; it would be almost double that elsewhere. We are a reputable company that is family owned and has been in business since 2001. We apologize you felt like we were...
being dishonest. Our intent is to be fair and honest.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The complaint was over waiting several.months over them to come fix my washer. Yes, [redacted]'s had to approve but they got the approval on March 23rd. They didn't come out until May 6th. That is a month and a half after the approval. That is not good business. They're being short handed has nothing to do with me and I shouldn't have been waiting that long.
Regards,
[redacted]
The technician came out 12/12 and found the door gasket had fallen off and saw where the customer used plaster/glue to try to repair the gasket them self while still in it's first year of warranty. Applying a foreign form of glue other than what the manufacturer suggests voids the warranty. This is...
not our rule, this is the manufacturers, in this case [redacted] The dealer nor manufacturer are going to tell you that upfront because it states it in the owners manual under "exclusions" in the warranty section. It is the customer's responsibility to adhere to their products manual. Regarding the charges, the technician was quoting the customer the cost to replace the door gasket (parts, labor, service call & tax) should they want it repaired. Our company will probably not even be paid our service call from [redacted] because it's a non warrantied issue which is why the technician was trying to collect the $79 [redacted] call for his trip & diagnosis. He did not provide any unjust services, he was doing his job. We advise the customer to call [redacted] if they need confirmation we are not scamming them and just following protocol.