APPLIANCE INSPECTION & REPAIR

"Spoke to the member and gave her an estimate on her repairs. Customer said she would talk to her husband and get back with me. The member called back to confirm that they wanted to do the repair I informed her that the parts were on back order and as soon as they became available I would let her know. We only use manufactured parts not generic parts sometimes this causes a delay. It is in the best interest in the customer to use the OEM part to keep the integrity of their unit to the manufactures standards. The customer called several times checking on the parts and I called and left several messages on customers phone in regards to the backordered parts. We have a policy that the customer pre pay parts before they are ordered. We only take parts payment when the part comes off back order status. When the parts became available we called customer back and ask for them to pre pay the parts. At this time I went over the estimate with her again informing her that she only had to pay for the parts at this time and the balance could be paid at time of repair. There was a second problem found in the dishwasher and customer was offered a 50% reduction in the labor rate at that time."

"We went on service call and the customer had a plastic piece above left front element that was cracked. At the time of service none of our parts distributors had the part in stock . We only use OEM parts . This was an older unit from 2006 and part would have to be special ordered in. We contacted Frigidaire and tried to get them to send us the part and was told part not available. Frigidaire told us to close out the ticket they were going to contact the customer for a buyout. We contacted the customer informing her of the outcome and told her that Frigidaire would be contacting her with her reference number and a buyout offer. We discontinued service at this time."