Frequently Asked Questions
Q – What makes this home appliance repair company unique?
A – In our model, the technician communicates directly with the customer. In this way, he is accountable for his commitments. Communication gaffes can’t be blamed on third parties.
Also, we don’t have huge overhead. Our website serves as our call center and a simple on-line inquiry will put our customers in direct contact with a technician in minutes. Because technicians are linked to customers near their home, their travel time and cost is reduced. The savings in overhead are passed onto our customers.
And our technicians stay around their home towns and neighborhoods. So wherever you are in the Sydney area, you are likely to be connected with a technician who is also a neighbor. Generally, that local connection is enough for technicians to take their customer service role seriously. Nonetheless, all our technicians share an ethic of providing honest, trustworthy and competent service. That is how we are confident our customer’s experience will be positive.
Q – What do our appliance repairmen carry in the mobile service vans?
A – Another way we save costs and increase efficiency is to have our technicians carry many of the basic parts and supplies they need to make common repairs. A good many home appliance problems repeat themselves so there are a few parts that we need for a lot of jobs. It is these parts that are often the first to wear down and break. When such parts are relatively inexpensive, it makes sense for our technicians keep them on hand. This way, for most repair jobs, they will have the part they need.
Of course, less common and/or more expensive parts will have to be purchased from a dealer or special ordered which can take anywhere from a few days to a few weeks. Either way, we’ll take care of it for you and install the part as soon as it becomes available.
A small sample of some of the parts our technicians try to keep on hand follows:
1) Stove/Ovens: Fan force elements, grill elements, cooling fans, oven fans, door switches, globes, thermostats etc.
2) Washers: drain pumps, inlet valves, inlet hoses and drain hoses, capacitors, etc.
3) Dish Washers: drain pumps, inlet valves, inlet hoses and drain hoses, capacitors, etc.
4) Microwave ovens: HV fuse, Rectifier diode, few magnetrons, globes, TT motors, etc.
5) Clothes Dryers: Fan belts, capacitors
6) Cook tops: common control switches, elements, etc.
7) Refrigerators: Sensors, Defrost elements, Defrost terminators, Capacitors, Globes, Common Evaporator Fans, Thermostats
When we order a part for you, we will compare availability, cost and delivery time from 2 or 3 different suppliers. This is part of what we do to assure our customers complete satisfaction.
Q – How soon should I expect a service technician to reply after submitting an appliance repair request via the on-line Submit inquiry form?
A – The Submit message is immediately sent as a text message to the service technician in your local area. They are committed to respond to you as soon as possible – so a call within 5 minutes is very possible. Realistically, our technicians may be talking to another client or in the midst of a complex task. In such cases, their replies may not be immediate. However, it is expected they will make every effort to reply within 30 minutes of receiving your query.
This phone contact with you is very important to us. Our technicians try to diagnose the problem over the phone to save you time and money. If we know what to expect and we have your model number, we are more likely to have the right spare parts.
Q – What is the benefit of talking to a technician on the phone, I need him here to fixed my appliance?
A – There are several benefits to talking to a technician directly before a service call. First of all, it is not uncommon for our technicians to suggest a simple solution – such as modifying the cycle mode – that will fix the problem or at least remedy the immediate crisis of an appliance that stopped functioning while in use. Moreover, often our technicians will save customers time and money by having them get their appliances prepared for service (eg. defrosted or drained) before the technician arrives. Another benefit to talking directly with the technician is that this conversation will provide our servicemen with some idea of what the problem is so that they can be better prepared when they arrive at the service call.