Tech couldn't diagnose problem.
The Repair Care technician said that it was a faulty design, and told us to call Samsung. If they diagnosed the problem, we'd get a refund. We sent in the Samsung authorized repair technicians estimate to Repair Care now they won't refund our service call cost. Why should we pay if they don't know how to service the model? We had 4 great experiences with them, but this one was a fail. Switch to ARS, they can diagnose the problem, they are authorized and cheaper.
- Approximate cost of services:
- $135.00
- Company Response
This review is very dishonest as most of the information is not accurate. The notes on file from the technician states that he checked the unit with no load, spin ok. Checked the components, nothing is loosen. Can not do anything with the repair. Customer will call Samsung to get the authorized agent to double check. If can prove they can fix this problem, will refund the service fee to her. Nothing is mentioned about a faulty design in the diagnosis. Our invoice states that if they can prove they can fix the problem we would refund. We received their invoice from ARS that shows the diagnosis and a part was required but no repair took place. There is no proof that their diagnosis and part replacement would repair the appliance. When the Customer Service Manager received the invoice they were asked to send the invoice to show the repair was completed. We confirmed with ARS that no repair was completed. We received a call from the customer to say they expected a refund. After receiving the message, we reviewed the file and saw that the customer could interpret a diagnosis saying they could repair could be proof that they can fix it. We called both numbers on file and left a voice message for both of them to call the office. We were calling to let them know that we appreciate their business and was processing a refund. They never returned the call. The Customer Service Manager called a few days later as we did not receive a call back. When we spoke to the customer they said they never received the calls. We have the recordings to show that we did call and leave a message. They were also sent a follow up email to confirm they were getting a refund. They were also sent an email a few days later to confirm the refund has been processed. At RepairCare we stand behind our work and we strive to always be fair, professional and ethical at all times, keeping customer service at the forefront of all we do. Going above and beyond when we can. Sometimes we don't get it right but we are committed to making it right. We did everything we could to make it right with this client. Words cannot express how disappointed we are in this customer.
They have used us 3 times before, knew how great we are, did not respond to us during the problem resolution, said they did not receive a refund when they did and posted a bad review. To make matters worse they said ARS is cheaper when the invoice the sent us quoted the same diagnostic fee that we charge. We know from our other clients that ARS in fact is not cheaper. Our flat fee is very competitive and protects our clients and give them the peace of mind that no matter how long the repair takes, they will not have to pay more.