Was a loyal customer but no more 3 visits to repair both washer and dryer Had to wait a month before we could use either of them Was promised same day call from service manager It didn't happen Same thing happen with our stove 1 year ago heating element wouldn't work 3 visits to repair techs seem to be always guessing
- Approximate cost of services:
- $500.00
- Company Response
Dear Customer:
Our apologies for any in convenience as you have indicated. Unfortunately not all repairs are equal in nature and “diagnosable” to find the solution the first time. We have a 70 +% first call complete rate and strive to improve this daily, however, there are instances where the process of elimination has to be followed to track down issues that are not diagnosable with a volt meter or other instrument – especially intermittent issues as is the case with your dryer. An open thermal fuse can be caused by many different factors and sometimes finding it is only possible by following the process of elimination and you are correct, although we are not guessing, it can seem like we are, as we are making the best judgement call based on experience and not changing out every component that could be responsible for the issue, if we did replace all the possible parts it would not be economical for our customers. We agree the process is inconvenient for our customer and is for us as well. This being said these intermittent cases are very rare. As for being promised a call back the same day, this is also very rare as all our reception staff are instructed that due to the busy schedules of our service manager he can only manage return calls within a 48 business hour return time schedule. Our apologies for the misinformation. The receptionist who promised you this has been corrected and instructed in this matter.