Posetek A/C & Appliance Services LLC

"I regret to learn of this customer's situation. We respond to 70 + calls per day and try, to the best of our ability to provide a good value to our customers. The large majority of companies in the appliance field will provide the consumer with a 30 day labor warranty as we do. It is plainly and clearly stated on the bottom of her reciept that she signed. The repair was not overpriced and inline with industry standards. Whoever she called did not want to get involved with repairing the unit if they told her that they would not touch it if we openned the system. The unit's sealed system is no longer under any factory warranty and any company can repair it. We will work with the consumer to resolve this issue. We want her to be satisfied with our service."

"We were called out to the consumer's home to repair an Electrolux microwave oven under the original OEM warranty. When the service technician arrive, he noticed the latch assembly on the drop down door was damaged. He ordered the replacement parts and a few days later it was repaired. A short time later the consumer called us and stated that the unit had broken again. We went back out and low and behold he was correct. The same parts were again damaged. We ordered them and repaired the unit again for him. A few days later, he called and said the same parts were broken for a third time. We knew this appliance was a high end unit costing over $2,000 so we directed him to the Electrolux customer support team. Electrolux determined that the unit should be replaced in order to promote customer satisfaction and brand loyalty. They exchanged the unit with a brand new one. They installed it and a few days later he called again stating that the same problem had happened with his new one. We went out again to service the new unit and found the exact same parts as the old unit were broken on the new one. The technician asked him to please show him how he clossed the microwave door. According to our tech, the consumer slamed the door of the unit. Our tech told him that he had to use a gentler touch closing the microwave door. Well he said the design was defective and he was not to blame. We explained the situation to Electrolux and they deemed the incident as customer abuse and would not cover the repair to the unit. Electrolux produces thousands of these units per year. We are the factory service providers for them and have hundreds of those units in our service area. We have never ran into this situation with this model microwave. If the unit was built with a defect in the latch, we would have had hundreds of complaints with the same issue as his. We as a service company went above and beyond to make sure the consumer's issues were addressed by Electrolux. We fixed his old unit several times at no cost to him. We facilitated his contact with Electrolux. Electrolux exchanged the old unit and installed a brand new one for him. He continued to experience the same exact problem with his new one. We tried to help him as much as we could but we cannot in all fairness, condone the way he operated the door of the unit. We run 60-70 calls per day and we are the highest rated A/C and Appliance service company in the SW Florida region. We strive to deliver a cutomer centric service experience to each and every consumer we service. I am saddened to know that the consumer's experience was not a good one, but we as a service company and the Electrolux Corporation are not blame."

"First of all, there is no excuse for the amount of time these folks had to wait. WE DROPPED THE BALL! Our supplier's computer system is linked directly with ours. As soon as their system went down so did ours. In the process we lost several part orders. We did our level best to identify each customer that was deleted by going through our written technical reports one by one. As you can see from reading the above, we contacted them and effected the repair. We appologised for dropping the ball and offered to proform future service on any appliance in their home at no cost to them. We are a reputable company that is factory authorized to service over 30 diffrent appliance brands. We have an excellent web presence. As a company , we feel that our advertising dollars are better spent on the internet rather than on phone directories or printed media. We stand behind our service and commitment to customer satisfaction. I hope the customer calls us again so as we can demonstrate our commitment to their satisfaction."