First service call was 4/8/13. Technician Robert diagnosed problem with our Bosch dishwasher as having a cracked drain hose. He further indicated it would be necessary to replace the water valve, water line and drain pump. Dishwasher was never pulled out of the wall from its existing location for him to make this diagnosis. He further indicated black mold existed and unit needed to be pulled out for repair. He said the drain hose necessary was in stock and he would return when machine was pulled from its built in location and mold problem was removed. The machine was removed on 4/9/13 and there was no indication of mold. Inspection also showed the only problem causing the leak was a cracked drain hose. The water line was not in need of replacement/repair. Robert indicated he would return the same day when we phoned for the drain hose repair. We phoned 4/10/13 to reschedule repair and were told Robert would there before 5 p.m. We waited all afternoon and phoned at 5 p.m. when no one arrived. We were told the call had been scheduled for Thursday, 4/11. On 4/11 we phoned Robert to confirm the time and were told the part was not in and would be coming from Tucson. When asked why he told us it was available when he phoned on 4/8 his response was "someone must have taken it." Robert returned 4/12/13. When asked why it was necessary to replace the line which was not in need of repair he said because I've been doing this for 35 years and copper lines always leak. I will not warranty any work if it is not replaced. When asked why we needed to replace the water valve and drain pump he became very defense, was extremely rude and left. We phoned to request that Richard come evaluate the problem as we had had a positive experience with Richard on a service call in January. Richard agreed that we did not require everything that was on the ticket from Robert, was very apologetic and efficiently and professionally diagnosed the problem. He returned on Tuesday, 4/16 and finished the work. Richard was excellent and will be the only reason we would use Accredited Appliance in the future.
RESPONSE FROM Accredited Appliance:
Our response:
May 7, 2013
Dear Leevon:
Thank you for your well-worded letter and description of your recent service calls from our company. It was difficult to read your letter, as it is absolutely not typical of the excellent service we have provided in the Valley for more than twenty-five years. Let me begin by offering our most sincere and heartfelt apologies for the sub-standard service you received. It is a rare occurrence for there to be a misdiagnosis of repairs, and we always regret when it happens. Bosch dishwashers are particularly complicated, with hundreds of wires controlling many accompanying features. Thank you for allowing Richard out to complete your repairs. We very much appreciate that.
On 4/10, we did have you scheduled for installation of the parts, but the part did not arrive by noon as we were told, so the installation was moved to the following day. The office should most certainly have notified you of the reason for the delay. Out-of-stock parts are a continual problem for us as well as for our customers. We did call to confirm the date the part would arrive, but in your case, they failed to hold the part for us, so it had to be reordered, causing the delay.
Finally, Accredited Appliance neither supports nor tolerates any rudeness by employees or representatives of our company, and I assure you that this will be properly addressed. We perform random and regular surveys of our customers in order to be sure that they are as happy with our company as we believe they are. Your case is an isolated one, and we have taken every possible measure to ensure it does not happen again. Nothing is more important to us than regaining your trust. We would welcome the opportunity to serve your appliance repair needs in the future and provide you with the positive experience which you should expect from us.
If I can further assist you, it would be my pleasure to do so.
Sincerely,
Kathy Jones
Customer Service Manager
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