Norman Fan Service

When this customer called in, our receptionist, who schedules the service calls, asked her to describe the problem with the fan. When she did, our receptionist, who is very knowledgeable, told her that it sounded like a possible flywheel problem and scheduled her for a service call. At
that time, as we do with all of our customers, she notified the customer that we charge an $service call fee whether she elects to have the fan repaired or not. When our technician arrived, this customer did in fact have a broken flywheel. He replaced the flywheel, which is a very common repair. However, once the fan was working again, it would not work on all speeds due to having a failing motor. This is a completely separate problem from the broken flywheel. The technician explained to the customer that her motor was going bad and that she would have to replace it for the fan to work properly on all speeds. However, her motor was not under warranty, and the cost would be considerable. The customer elected NOT to replace the motor. She paid the technician for the service call and the new flywheel (which did get the fan working again on some speeds). The total was $167.61. She said nothing to the technician about being dissatisfied. Later, after the technician was gone, she called and complained that the fan wasn't "fixed" and that she wanted to her money back. She was told that we would refund her the cost of the part if she wanted to bring it back, but that we would not refund the service call fee, as our technician DID go out to her home and work on her fan. We also were not willing to go back out to her house for free to remove the part when she chose not to say anything to our technician while he was present in her home. She could have asked him to remove the part while he was there, and then we wouldn't have charged her for it. We stand by that offer. If the customer would like to bring back the flywheel (or bring in the fan and we can remove the flywheel), we will refund the price of the part. However, it appears that she is only interested in getting her fan turning again utilizing the part we sold her without paying for it