FACTORY APPLIANCE SERVICE

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In late November I called KitchenAid. They recommended two firms. One firm "Factory Appliance Service" was to send a technician within a week. We agreed. The technician came and looked at the microwave oven, unscrewed a few panels and after I while concluded that a fuse must have blown.. He said the fuse would have to be ordered and that would take a few days. He or his company would call us when it arrived and he would come back to install the fuse. He charged us $103 for the analysis of our problem. He never called back. The company finally called back on January 6 and said they now had the fuses and wanted to send the technician to install them. We said thank you very much as we had asked another company to repair the microwave oven. On the telephone the company's personnel was very curt and abrupt and not at all friendly, understanding and cooperative. I would not consider this company again.

At first, they were not willing to pull out the oven to repair it, because they said they were not going to be responsible, if it damaged my granite countertops. In the midst of everyone deciding on who would pull out the oven, they had to come out 3 separate times and charged me $100 every visit. I finally signed a waiver stating I would not hold them responsible, if it was damaged and they pulled the oven out and did the repairs. The actual technician that came out was professional in dealing with the whole matter, but the company was not, nor was the person who answers their phones. On top of all of their charges, I had to buy the part online for $600, because no one around here carries parts for this oven, in fact, only a couple of companies will service them. I feel like they knew this and took advantage of the whole situation. I would use them again, but mostly because there isn't anyone else close, that services this brand of oven.

It took two trips for the service man to complete the job. On the first appointment he found that he did not have the parts. This was inconvenient for me to have to take more time from work to meet him again. However, I chose to work with Factory Appliance Service because they could schedule the work several days sooner than the other service company I called. For the first appointment I was able to get service within 48 hours of the call. The competition could not come for four days. On the second call, service was scheduled for the day after the parts arrived. Also, the parts did arrive about a week sooner than promised. To schedule the time to meet at the house, he called on the morning of the appointment and gave a two-hour window when he would arrive. He arrived both times within the time period he promised. The service was completed within one hour of arrival. The job was done satisfactorily, and the appliance is working properly.

THEIR TELEPHONE SERVICE PEOPLE WERE EXTREMELY HELPFUL IN SETTING UP AN IMMEDIATE HOUSE CALL. THE SERVICE PERSON ARRIVED ON TIME, AS PER OUR TELEPHONE BOOKING. HE WAS EXTREMELY KNOWLEDGEABLE ABOUT THE PROBLEM THAT WE ENCOUNTERED, AND WAS ABLE TO FIX THE MACHINE PROMPTLY. HE MADE SURE THAT NO MESS WAS LEFT BEHIND IN THE KITCHEN.