Response from Cody’s Appliance Repair
Dear Member, we had a conversation yesterday about your dishwasher repair in January. Per my notes of service, your complaint was that your dishwasher was not washing. My technician, upon diagnosis, did break the motor free. It has seized up. He also did advise you that if the problem reoccurred that the motor would need to be replaced. He did not take the easy and more profitable way out, and sell you a new motor, like some of our competitors would have done! He took the honest and ethical road. Truly, is is not a matter of just jiggling this and that. If I am not mistaken, you yourself tried to repair it. You were unsuccessful, so you gave us a try. We thank you for that opportunity! But there is experience and expertise involved in knowing where to strike the hammer, so to speak. That is what you pay for; his expertise, and a solid, reputable, honest company backing this service up. He also did an acid wash on the unit to clean out any calcium buildup that might affect washability. Should he have stopped and conferred with you about the fact that he was making a repair as he was in the process of diagnosis? Yes, he should have. You are absolutely right. This is one of the sticky situations that repairs are made while diagnosing. He did perform an acid wash, which was complimentary. The product costs is normally $15. Did you ask for the product? No, you did not. But he believed it would be helpful to you. My technician was trying to add value for his service. Did he word his response to you badly about the price? Yes, he did. I fully agree. And he will be counseled for it and given added training. A complimentary vent inspection and condenser coil inspection were offered and declined. Sir, you were charged $15 over the price of the service call for this repair and service. I offered to refund the $15 to you happily, as he did not discuss the charges, and you declined. You told us to keep our money and you would put it out there warning what kind of company we are. This is your forum for voicing your frustration and disappointment. Angieslist is a forum for telling about wonderful companies and not so wonderful companies. Per your prior conversation with my office manager, you wanted all of your money refunded. Sir, respectfully, he did repair the machine. It is in no way an excuse, but this technician has been with our company for 3 months. He has over 5-years' experience in the field, and is an outstanding technician (or he would not be working for us) but with another company. This other company does not do things the Cody's way. He is knowledgeable, helpful, and friendly, and you liked him enough to have a cup of coffee with him, but you felt that he was padding the charges and taking advantage of you. I assure you, sir that this is not the case. He communicated badly, and I sought to rectify the situation. I am so very sorry that you do not feel that we gave you good value. It is our goal each and every time to give good value for your money. My technician will certainly be counseled to do a better job communicating with our customers. I hope that some day you will give us another try and we are able to live up to your standards.