As we all know, it is impossible to please everyone all the time. In the case of the dryer that was fixed by another company, the customer didn't tell us the correct issue so we couldn't repair it. If someone tells us the dryer isn't heating, yet the dryer heats to 140 and stays hot for the 20 minutes we are there, common sense says the dryer heats. To the claim that they never got their refund, completly wrong and we have the bank records to prove it.
Stigmas are very hard to get passed, many people feel that Lowes, Best Buy, and Home Depot have lower prices than us and in some cases they do. A person will feel very good about the deal untill something goes wrong. Everyday we get calls from customers who purchased items from these stores and now have service issues. Saving $15 or $20 upfront turns into a lot of frustration when your refrigerator goes down and you have to wait a week before factory service can come to your house, if they show at all. Read reviews of A&E Factory service, who most manufactures use for warranty work. You will find pages and pages of frustrated people that have taken time off work to meet the technician only to have no contact from anyone until 5:00 when they find out no one is coming.
As I said, no one can make everyone happy, but I have to believe since we are still in business after serving the same community for 60 years, we are doing something right.