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"Duh" repair follow ups and how to avoid them


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4 replies to this topic

#1 DurhamAppliance

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Posted 29 December 2011 - 09:58 PM

It has happened to us several times. Get a call several days after a repair " my washer doesn't fill up anymore" or "my dryer doesn't get as hot as it did before you came out." You do a follow up and find that the washer was set to small load or the dryer was set to air fluff. We probably moved the settings during testing and did not move them back. We call these "duh" repairs. Sometimes you can clear it up over the phone but we found that it is best to either make note of the settings and put them back to where they were when you arrived or go over the settings while still at the house ie "M'am, what settings do you normally keep on your washer." If they don't know, explain what each setting does. Otherwise you will be making a follow up trip. Some of you charge for such a trip and instead of a war story it's a cha ching story. We just don't have the heart to charge so we do this to avoid a wasted trip.

Durham Appliance Thrift & Repair, LLC

www.DurhamApplianceThrift.com


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#2 john63

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Posted 29 December 2011 - 10:50 PM

All good points.

I'm guilty of having done all of that---and do precisely as you've suggested---put everything back the way it was.

Leaving the appliance (and your work area) *cleaner* than it was before you arrived---is another win-win with the customer.

But even worst than all of that...

Quadruple check the refrigerator / dishwasher / washer water hoses---and at both ends. Even if you haven't touched them. Chances are someone else (before you arrived) has---and left the hose(s) only finger-tight.
A little movement of the appliance---and the hose begins to leak after a few cycles (or use of the appliance).
The sudden pressure build-up in a hose---when the valve closes---can spring a drip-drip-drip type leak.

Gas pipe connections---tighten 'em---leak test 'em. Check again. Replace the gas pipe when in doubt of it's overall condition.

Floors---wood or congoleum---notify the customer of any/all blemishes---the moment that you enter the kitchen or laundry room.
Most customers (in my area at least) are appreciative of a technician that demonstrates immediate *situational awareness*.
Not some guy plodding through their home in a "Mental Holiday" state-of-mind.

Lastly---if you *do* goof/screw-up---own up to it.
People are amazed when someone takes responsibility for their errors---they'll also likely continue to use your services---even if an insurance claim was required. Been there,done that.

Edited by john63, 29 December 2011 - 10:55 PM.

To eliminate:

Musty odor

L-O-N-G cycle times

Dingy/yellowing whites

Suds error message

Slow spin speeds

Intermittent water leaks (from rear of washer)

And other annoying symptoms which vary brand-to brand.

Read below:

The *correct* amount of HE (High Efficiency) detergent that should be used in any front load or agitatorless top load washer with tub sizes 3.0 cu ft and larger is as follows:

HE: (2) Tablespoons Per Wash Load

HE 2X: (1) Tablespoon

HE 3X: (1) Teaspoon

Perform a TUB CLEAN CYCLE every (4) months.

Use: "Tide Washing Machine Cleaner"

#3 DurhamAppliance

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Posted 29 December 2011 - 11:16 PM

Lastly---if you *do* goof/screw-up---own up to it.
People are amazed when someone takes responsibility for their errors---they'll also likely continue to use your services---even if an insurance claim was required. Been there,done that.


I picked up a washer for repair. Turned off all the faucets (i thought). Got a call a few days later and before we returned washer. Customer said the cold water had an imperceptible leak and did some minor damage to the sheet rock. Owned up to it and customer gave us an excellent review despite the damage. Now i use faucet caps anytime I disconnect hoses (or connect both faucets to one hose) and have customer check for leak before I leave. Local HHgreg did not tighten hoses on a washer in an upstairs room a year ago and caused $40K worth of damage!

Durham Appliance Thrift & Repair, LLC

www.DurhamApplianceThrift.com


#4 john63

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Posted 29 December 2011 - 11:36 PM

<<<Now i use faucet caps anytime I disconnect hoses (or connect both faucets to one hose) and have customer check for leak before I leave.>>>

*****************

An excellent idea :)
To eliminate:

Musty odor

L-O-N-G cycle times

Dingy/yellowing whites

Suds error message

Slow spin speeds

Intermittent water leaks (from rear of washer)

And other annoying symptoms which vary brand-to brand.

Read below:

The *correct* amount of HE (High Efficiency) detergent that should be used in any front load or agitatorless top load washer with tub sizes 3.0 cu ft and larger is as follows:

HE: (2) Tablespoons Per Wash Load

HE 2X: (1) Tablespoon

HE 3X: (1) Teaspoon

Perform a TUB CLEAN CYCLE every (4) months.

Use: "Tide Washing Machine Cleaner"

#5 Ritz

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Posted 31 December 2011 - 08:07 AM

Thanks for the war stories. I have been there. Dishwasher valves and pipes under the sink seem to want to leak after I remove and install a dishwasher. NOW I tell the customer before I start that the valves we are working with have not been shout off in a long time so they may not shut off all the way or even leak a little as we work with them......then I say if we get a leaky valve you will need to call a plumber to have the valve replaced. Of course I do this after learning the hard way..... :wallbash:






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Some service call tips for Professional Appliantologists to avoid call-backs, insurance claims, and lawsuits (and keep happy customers)

By Samurai Appliance Repair Man in Samurai Appliance Repair Man's Blog, on 30 December 2011 - 09:21 AM


Leaving the appliance (and your work area) *cleaner* than it was before you arrived---is another win-win with the customer.

Quadruple check the refrigerator / dishwasher / washer water hoses---and at both ends. Even if you...

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