Quality Appliance Service and Repairs

Thank you for the message I am looking into this situation right away Because of the area we live in our routing is tricky to get to all of the outlying areas with in a time that is acceptable to customers Further, our parts department works as fast as they can to get all parts checked in and verified before the technician makes a long trip, we are with in hours of receiving the part, but depending on when a part is delivered it may delay the repair We are the only company that services these outlying areas and will work hard on getting this issue resolved for the customer as fast as possible I am having my technical manager and parts manager meet today to see what the issue is and they will call the customer today [redacted] ***

Revdex.com:So basically what A-! Quality Appliance is telling me is that their technicians are sent out ONLY to write down and order replacement units for appliance units that just need a simple repair If my ice machine could be fixed with a simple "jiggle" which was effective in removing an ice blockage and switching a lever back to the "on" position, why didn't the technician do this instead of charging me $to replace the entire unit? It is obvious to me that A-! Quality Repair is only interested in replacing items that can easily be repaired instead of actually investigating what the problem is and attempting to fix it.A "Service Fee" of $is unwarranted and should be refunded due to the technician's lack of any skill or desire to actually "repair" my unit, which could have easily been done had he even had the desire to It is my belief that A-Quality Repair sends out their technicians to ONLY order replacements for a huge maand profit The replacement parts that I easily found on-line had a full-year warranty for 20% of the cost A-wanted to charge me Please see that A-Quality Appliance refunds my $for a service fee as there was absolutely no "service" attempted It is an assumption of most consumers that when a "service" company is contacted, an attempt will actually be made to "service" the broken or faulty unit before simply ordering a new one Sincerely, [redacted] ***

We are required per our contract with the manufacture to order parts from a certified parts house This also allows us to give a one year part warranty on that replacement part We are well aware that there are many sources online that you can purchase parts for far less than that of a certified parts house, however, these parts are often refurbished and most likely have no warranty if the part fails As for the diagnosis of the problem, all of our technicians are certified and factory trained We follow the guidelines of training when diagnosing appliances Yes, sometimes a quick "jiggle" can temporarily fix the problem but per the manufacturer, when an ice maker quits working, the recommended starting repair from the manufacture is to replace the ice maker We take pride in our factory training and the relationships we hold with the manufacturers and I assure you that all of our technicians are very well trained Furthermore, we are a very honest company and would never scam any of our customers

Complaint: ***
I am rejecting this response because: First, they are not the only business that is an authorized KitchenAid servicer in our area. The other one, just found out yesterday, will come out to our area any day of the week to repair an appliance. After calling KitchenAid directly myself to ask if there was another company available, KitchenAid gave me the name of the company and their number. I called them and an appointment was made within a two day period for Friday April Quality Appliance Repair never even came out to assess what the problem with my stove was. They assumed what the problem was and ordered a part not knowing it was the right one. I was told on Monday, April after waiting two weeks for them to get the part and schedule an appointment, that they were short shipped the part and didn't know when they would get it. Then I called them again on Wednesday to find out if they had an update for us. I was told that they had reordered the part but they didn't know when they would receive it. Later that same day I got a call that Quality Appliance Repair had the part in hand and would be out the next day to fix the stove. On Thursday at about 12:30pm, their technician arrived to fix our stove. I watched as the technician worked on our stove. He didn't know where to access the fan to replace it. He literally took our stove apart to find where it was. He finally found it and replaced the part. He left at about a quarter to two in the afternoon. Our oven does now work. We canceled the appointment with the other company but assured them that we would contact them the next time we had any problems. I will not deal with Quality Appliance Repair ever again. We are not that far out from where their company is, it is about a minute drive. I didn't ask for immediate service, I don't think it should take three weeks to fix a stove
Sincerely,
*** ***

The refrigerator has been replaced for Mr. [redacted].  We worked very closely with the**  [redacted] store as well as [redacted] extended warranty and Samsung to resolve the issue for Mr. [redacted].

We are required per our contract with the manufacture to order parts from a certified parts house.  This also allows us to give a one year part warranty on that replacement part.  We are well aware that there are many sources online that you can purchase parts for far less than that of a...

certified parts house, however, these parts are often refurbished and most likely have no warranty if the part fails.  As for the diagnosis of the problem,  all of our technicians are certified and factory trained.  We follow the guidelines of training when diagnosing appliances.  Yes, sometimes a quick "jiggle" can temporarily fix the problem but per the manufacturer, when an ice maker quits working, the recommended starting repair from the manufacture is to replace the ice maker.  We take pride in our factory training and the relationships we hold with the manufacturers and I assure you that all of our technicians are very well trained.  Furthermore, we are a very honest company and would never scam any of our customers.

Thank you for the message.  I am looking into this situation right away.  Because of the area we live in our routing is tricky to get to all of the outlying areas with in a time that is acceptable to customers.  Further, our parts department works as fast as they can to get all parts...

checked in and verified before the technician makes a long trip, we are with in 24 hours of receiving the part, but depending on when a part is delivered it may delay the repair.  We are the only company that services these outlying areas and will work hard on getting this issue resolved for the customer as fast as possible.  I am having my technical manager and parts manager meet today to see what the issue is and they will call the customer today.
 
[redacted]

Revdex.com:So basically what A-! Quality Appliance is telling me is that their technicians are sent out ONLY to write down and order replacement units for appliance units that just need a simple repair.  If my ice machine could be fixed with a simple "jiggle" which was effective in removing an ice blockage and switching a lever back to the "on" position, why didn't the technician do this instead of charging me $350.00 to replace the entire unit?  It is obvious to me that A-! Quality Repair is only interested in replacing items that can easily be repaired instead of actually investigating what the problem is and attempting to fix it.A "Service Fee" of $84.00 is unwarranted and should be refunded due to the technician's lack of any skill or desire to actually "repair" my unit, which could have easily been done had he even had the desire to.  It is my belief that A-1 Quality Repair sends out their technicians to ONLY order replacements for a huge mark-up and profit.  The replacement parts that I easily found on-line had a full-year warranty for 20% of the cost A-1 wanted to charge me.  Please see that A-1 Quality Appliance refunds my $84.00 for a service fee as there was absolutely no "service" attempted.  It is an assumption of most consumers that when a "service" company is contacted, an attempt will actually be made to "service" the broken or faulty unit before simply ordering a new one.  
Sincerely,
[redacted]