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- Approximate cost of services:
- $237.29
- Company Response
Some things I considered from your review to be equally fair to the technician and our companyTras.
1) When the technician came the first time, first visit 10/12/2023 he could not see or find a leak. Leaking from a component would have been visible but there was no evidence to justify a leak so from his experience 12 Years in the business (technician is 35 years Old, he is not an amateur technician)) it was deduced that the sump/heater/pump could be the culprit, a problem he saw previously from experience. You paid $237.24 for the service call and diagnostic. Any trade in the appliance business will confirm that intermittent leaks are difficult to diagnose.
2) On the second 11/09/2023 visit a new sump and wash motor/heater assembly were replaced (these new parts are still in the dishwasher valued at over $200.00, they were never removed, the technician picked up the old parts removed from your dishwasher) this second visit . You paid by cheque $467.92 which was never cashed as promised by Gary because you called again on the same day to say the error message water tap was still displaying. This customer now has newer parts better than the old parts that were removed. New parts were never removed from the product. This customer never paid for newer parts valued at over $300.00. Our company did the right thing by not cashing his cheque for $467.92. We advised this customer to monitor the repair with the intent to follow up and solve the problem if it re-occurs.
3) On the third visit, 11/13/2023 the technician returned to recheck and found that the inlet water valve was leaking. The technician could not clairvoyantly figure out what parts would be needed until he is at the location. Technician was expected to have this part, but technician do not carry every part for appliances in their truck because they work on all Brands all manufacturers and this valve is not a common part that fails often. Technician could not bring all parts for a problem that is not visible or observable. He advised we had to order the inlet valve and return. WE Have never refused to complete the service successfully, we were never given the opportunity because when this customer found out the problem that we diagnosed, the idea of doing the work himself to save money became the path he took, cheating our company of all the time we spent on the job. This customer would not have been able to find the problem himself, that why he called for service. we diagnosed this issue.
4) On the fourth appointment set for 11/14/2023 technician called at 8:50 Am that he was on the way, and the technician was advised not to show up because he was not on time at exactly 8:30AM and the customer said he would purchase the valve on his own and replace it himself. If the technician was given the opportunity without such a tight time of arrival to return, all the other issues you mentioned would have been resolve like the levelling, alignment of hinge because he was returning to complete the repairs and had to remove the dishwasher again. NOTE: There is no evidence that the hinges, cables, and guides were damaged by the technician. This is just an issue brought up without surety, proof, so that this customer can elaborate without knowledge not knowing that the BOSCH DW has a quality recall issue with the springs and hinges on the door and if he had given us the opportunity to return , he may have stood a chance to get concessions from BOSCH. Any noises this customer heard was not linked to the door issues. Door is not touched when heat pump and sump is replaced.
5) On timing, in the appliance repair business just like Bell Canada and Consumer gas specific time of arrival is not given because technician go from one job to the other never knowing what they will encounter on these jobs, repair wise. Almost all companies give time ranges from 2—4 hours, some you must wait home a whole day. It is not a regular job where you show up at 8:00 spend all day at one location and leave at 5:00 PM. Each job a technician goes to requires uncontrollable events, like traffic and type of repairs.
6) It’s wrong to conclude that the technician is inexperience when you have not seen his resume and length of service. I could conclude without seeing this customers resume that he is not good at what he does in his job and from this review I could also say he is very narcissistic and his method at his job must be questionable from an HR perspective. I could be wrong because I don’t know this this gentleman well enough to access his ability and he should not assess the technicians experience or mine or anyone else without accurate facts and data. We would also recommend that no other service company service this customers machine.MIKE ELSTON
