- Approximate cost of services:
- $138.00
Walked me through a repair on my dishwasher
Sutton and Sons terrible experience and rude owner!
Mr Micieli,
We always appreciate VALID feedback so we can constantly monitor and improve our customer service.
As we discussed on the phone yesterday and previously , your original service issue was that you had spilled liquid into the control panel of your stove. Our technician determined that the fault code was indicating a communication error between the touchpad and the electronic board.(which was correct) The tech tried to get the touchpad working without having to replace it. However, it had been damaged by the liquid and there were 2 options that wouldn't work at all.
We replaced the touchpad with a manufacturer's part which unfortunately proved to be defective so we had to return to replace the same part under manufacturer's warranty. Shortly after that, the fault code returned.
The tech had advised you that you might end up needing the electronic control as well due to the spillage. As you did not recall this advice, after a long discussion with you, we agreed to install the control at cost with no labour charge as a business courtesy to you(Jan 3rd).
You are now having another issue with your stove 8 Months later. I personally would be frustrated with a similar issue coming back after 8 months but shouldn't your frustrations be better served directed to the manufacturer?
I was never rude to you on the phone I was just not willing to offer you free parts and service on a call that was completed more than 8 months ago. The warranty is 30 days on service and 90 days on parts which is the manufacture's warranty.
Regards,
Steve
Dear Paul,
We here at Sutton & Son Appliances offer free advice to the do it yourselfer to help customers avoid unnecessary service costs. When you called in the other day I believe you spoke with two of our technicians who helped to determine that the likely issue with your machine was a burnt wire on a thermostat. However, we had not seen the machine or the part and therefore could not say absolutely that it was the issue. When you brought the part in we were able to say that it had to be replaced. Being a model specific part, we did not immediately have one in stock but could have ordered it and had it here the next business day and your only cost would have been for the part.
I promise you we do not push parts or service on customers which is why we have the free advice policy. We are proud to say that we have helped thousands of customers in this way over the years.
If you wish to follow up with your concerns please feel free to give us a call so we can talk.
Steve