Mr. Appliance of Kane Kendall Will & Dupage

"Mr [Member Name Removed], I am glad to here that you were pleased with our responsiveness, and past service experience. As far as your concerns over pricing, we are generally find we are priced in the middle of our competitors. We believe we offer superior service, and warranty our repairs for 1 year. We offer the 1 year warranty on part and labor, which is included in pricing. As far as the Technicians response to your questioning of part pricing, the parts are calculated for them they only see the job price. He should not have been argumentative or otherwise disrespectful if he was I apologize, and has been informed of your concern. I appreciate your input, and would hope to do business with you again in the future. If you would like to discuss further I would be happy to discuss offline. You can email me [Hyperlink Removed] Brian Thanepohn Owner Mr Appliance of Kendall"

"This is the Owner of Mr Appliance of Kendall. Brian T I am sorry you did not feel you received value for you repair. I myself am an Appliance Technician for over 25 years, and provide technical support for my Technicians. Victor actually had contacted me while in you're home to verify his diagnosis. As you can see in his notes that he performed proper and extensive diagnostic procedures. When he arrived identified that the Safety cut out had opened leaving it the microwave dead with no display. Victor was able to temporarily jump out the cut out for further testing. The high amperage draw with no heating indicates a failure in the "high side" components. This is why the safety cut out opened which is it's job to prevent any risk of fire etc... Victor removed the jumper after testing for safety. The "high side" of a Microwave is the Magnatron, high voltage capacitor, and diode. Unfortunately to replace those components is close to the cost of purchasing a new unit. The ball park quote he gave you instead of spending another 45 minutes looking up the specific parts was actually a little conservative. I took the time and looked up the components and priced the job to repair you're unit would be $495. I would agree with Victor and not recommend investing that amount of money in a 6-7 year old microwave whose average life span is 10-12 years. In short I feel Victor did what any customer would ask of us. Inspect the unit, and Identify the failure. Advise of cost of repair all of which Victor provided you. I know it is never pleasant news that you need to purchase a new product. It is part of what people pay us for, is to advise them whether to repair or replace their product. I would hope you would offer us another opportunity to serve you should the need arise. Our Technicians have a 90% satisfaction rate which in this business is outstanding. Victor is actually a little higher in Satisfaction rating personally. ps: if you would prefer to invest the money in you're current microwave we would be happy to do that for you as well. Call our office if you would like to perform the repair."

"Thanks and Merry Christmas"

"Install is not something we do a lot because you ususally get a better deal from the place you buy the unit from. 98% of our business is repair. We tell our customers that when they call to inquire about installs but we will do them for customers if they would like. The techs that ran this call were in a new smaller truck that does not have as much room to store as many tools in it. We were told this was changing out one unit for a new one so there normally would not be any modifications needed to install. Must not have been like for like install. Again install is probably only maybe 2% of our business so sometimes the tech may forget to pull everything they may need to take with them since each install is different. We tell our customers when they call we can do installs that are replacing existing units but we do not do any cabinet modification. Also as far a receipts go all our tickets and invoicing is done on the ipad. We email all receipts for credit cards and also the copy of the invoice. If a customer does not have email a paper receipt can be mailed to the customer by the office. Sometimes the ipad closes a ticket before the tech can enter an email address to send the receipt so then the office will have to mail the receipt to the customer which we will gladly do. As far as signing without seeing a price that is something in the program that our franchise is working on but when we do repairs the tech is to show the customer the quote in the ipad before the work is performed and then they sign when it is complete and then the receipt is emailed unless the customer would like it mailed. Some customers prefer both email and a mailed copy which is no problem as well."