Benchmark's Parts Today

"To whom it may concern. This response is written to address the complaint filed by the (member name removed). I did book a service call with my technician to service their dryer on Tuesday, May 21, 2013, work order 123396. I was told by the customer that her dryer was totally dead and wouldn’t power up without any display when the units power button was pushed. When my technician arrived at 3:30 pm he had determined by a series of provided manufacturer’s test that the customer’s dryer wouldn’t respond to powering up. the culprit was determined to be a bad control board which is located on the interior of the machine on its left hand side. (See Page 1 Attachment, Part No. 23). My tech explained what was wrong and had ordered the control board and returned the following afternoon, Wednesday, May 22, 2013, to install the part. Upon completing the installation of that board it was determined that a bad belt switch, located in the base of the machine, had contributed to the board’s failure. That part was also replaced at the same time. (Again See Page 1 Attachment, Part No. 5). The unit then tested to operate as designed and the call was completed. The customer approved and signed for the repair and our tech left to the next job. (See Attachment Page 3) At 11:23 a.m. on Saturday, May 25, 2013, three days after having her dryer repaired, (member name removed) called and stated to me that now her dryer’s power button was torn and now her dryer wouldn’t properly actuate the power up sequence. (member name removed) also stated that it the present condition of the button occurred after our repair. While on the phone, I arranged to have our tech return on Thursday, May 30, 2013 and clearly stated to (member name removed) that this is unrelated to the interior parts replaced earlier and that the new parts needed would not be at our expense. She agreed, thanked me and a new work order was created. (See Page 4 Attachment) The suspected parts were placed on our parts order to be received from our supplier on Wednesday, May 29, 2013. (See Page 2 Attachment, Parts 4 and 17) A short time later after creating the work order and investigating the need parts’ information, I had my sales associate called (member name removed) to inform them of the parts’ prices. She was abruptly told by Mr. (member name removed) through (member name removed) that they wouldn’t pay for any parts and that they would be contacting the Lowe’s sales associate who referred us and that they would also report us to your organization, the BBB. The new work order since then has been placed on hold along with the parts order. It is been our experience that when using an appliance like which the (member name removed)’s Whirlpool dryer is designed, that when a control doesn’t respond to commands, usually the respective button is repeatedly pushed and more times than not with more force than the time before in order to obtain a response from the appliance. Under those circumstances the respective button of this design is usually cracked only to break and tear off later if not at the time of initial use. This dryer’s design is not free of those issues which some Whirlpool laundry sets seem to possess. We have encountered this problem before with Whirlpool products and will so again. No exterior or control panel damage was present at the time of repair and the (member name removed)’s dryer passed all tests on May 22, 2013, just three days prior to the May 25th call. (member name removed) approved the initial work order and signed for that repair. Again, (member name removed) stated to both me and my sales associate on May 25, 2013 that the broken button occurred after the repair. What we offer the (member names removed) is the same as when I agreed to with (member name removed) when the second work order was generated on May 25, 2013. (member name removed)’s PartsToday will return to replace those broken parts but it will not be at our expense."