Absolutely Guaranteed Appliance Repair

Service Provider Response

In case you do not wish to read all of this I will state early, late in our discussion I offered [removed member name] the option that I would come out as a favor to recheck the dryer no charge. I clearly explained there Is a 30 day labor warranty on repairs and a manufacturer warranty on the new parts installed (90 days in this case). I explained that her description of the current issue with her dryer does not sound like a motor issue, but it is not impossible. (Yes it is possibIe to form an educated diagnosis over the phone after 36 years of servicing appliances). I explained that if it were the motor due to 30 day labor warranty a new motor of would be free but there would be labor to install new motor. If it were not the motor I would need to charge for new issue. [removed member name] stated she did not want to put any more money into the dryer, and I should come out free of charge to replace motor she was sure I had misdiagnosed. How was I to work with that arrangement. A dryer that does nothing (current stated issue) is not the same as the first symptom [removed member name] called about. Issue was, (my dryer will not tumble and makes a humming noise when I try to start it). (It was a stuck motor as I suggested, and discovered, had new motor along, brought to her home, replaced motor with new, and dryer has been working for 2 months (according to [removed member name].) During this last phone discussion I would like to have been able to ask a few more questions about what was and was not operating on the dryer, such as does the timer still advance, if not that indicates no power to timer, not a motor issue. (possible thermal fuse issue, very common) [removed member name] had stated she was very upset already, she had been on a long trip and needed to go on another. Now her dryer was broken. (I sympathize) I needed to discuss technical workings of the dryer, and ask questions to determine potential problem. (her dryer was not working after 2 months and it of course must be my fault, not possibly the failure of another part.) Is that the real world of electrical mechanical devices. At this point I felt there was no way to reason on weather it might possibly be another issue, (surely can be. (possibilities, timer, thermal fuse, door switch, wiring, start switch, outlet, cord, all possibilities.) So I offered to come out as a favor, no charge, she refused and felt I was unfair in my business practice and would rather say so on Angies List than have me stick to my principles. I was accused of being an incompetent serviceman. (I am sorry it worked out this way. But it is an educational for all.) In regard to the dishwasher recently serviced. (Problem,) steady blinking light, no response to key presses. Very often for this model the issue is a defective electronic board, so I ordered one to have along. (By the way, my phone guesstimates are designed to save time and money, (yours, mine) if I have parts along no one is charged to go get, return and then install. I will not be changing that after all these successful years.) When I arrived I noticed the keypad was badly damaged, plastic sheet button faces cracked and peeling. This also can create same symptom. I was already there, I could have told [removed member name] she should have this keypad replaced too. I took a chance not liking to just replace a bunch of parts unless necessary. (also [removed member name] has been nice to work with, (if people insist nothing else can go wrong or they will be upset, you cannot take chances, you have to replace any worn parts related to the issue.) In my experience most often the board is issue and we are done. I tested dishwasher after installing new board, worked fine. 2 days later [removed member name] called said it was no longer working, same issue, blinking light. I mentioned keypad but she decided she would replace dish. I offered to remove part and refund the part cost, not labor because that was a basic charge anyway to come out and look at dish initially. No problem, [removed member name] was OK. I returned and decided to reinstall old board to let her try to use dish till she gets new. [removed member name] says it is working again. Great! Then the dryer fails a few days later. Compounded frustration! Trust and good communication are key to the very very rare occasion when this scenario happens. Service personnel and customers need to be fair to one another. Two way street. Beyond fair I offered to recheck dryer as a favor, no charge, just to keep the peace. [removed member name] refused. If you are trying to figure out what might have gone wrong, read some of the several hundred reports customers have made previously.