Most Reliable Appliance Repair Services
If you expect good customer service when you need to fix a major device, don’t hold your breath.
A recent survey by the Consumer Reports National Research Center of more than 36,000 subscribers found many lackluster experiences with customer service for large equipment repairs: “The American consumer has every reason to be discouraged by the prospect of responsive service from business professionals “concluded our report.
However, our survey revealed many ways that you can increase your chances of satisfaction, including making smart decisions about where to buy your device; the information you need to have on hand; how to carry out necessary repairs; and more. Here are the details.
Register your device
By taking the time to register your refrigerator or range, the sales rep will see all the important facts starting with the model number when you contact customer service. “This helps pre-diagnose problems before the technician arrives and identify parts that might be needed,” said Mark Shirkness, general manager Distribution & Services for GE Appliances.
Registering your device also makes it easier for manufacturers to contact you if the device is being recalled for security reasons or if they discover another problem with the product.
The devices usually come with a registration card that you fill out and send to the company, or you can register on the manufacturer’s website or by phone. You can only provide your name and contact information and model number, which will reduce the amount of print and email spam you receive.
Consider mom-and-pop repair shops
When a large piece of equipment breaks, the chances of it being repaired the first time aren’t that comforting – 58 percent to be precise, based on our survey. The percentage for independent workshops is up to 63 percent, compared to 51 percent for factory-authorized workshops. Retailers end up in the middle with an initial repair rate of 56 percent.
Think twice about ordering parts from manufacturers or retailers
If you are a hardworking handyman and you need a new drive belt for your washing machine or a thermal fuse for your dryer, it is better to order the part from an independent store or website. Manufacturers and retailers are in business making and selling equipment, but not necessarily the parts it contains.
In our survey, independent parts manufacturers had a 75 percent success rate, compared with 56 percent for retailers and 47 percent for manufacturers. The majority of respondents used an online form to place the order with the independent company with very high success rates, so it appears that these companies are set up for this type of transaction.
Even if you don’t plan the repairs yourself, it can make sense to order the parts yourself. “If you don’t want to do the repair yourself, you can still buy the part to save money,” said Douglas Mott, president of RepairClinic.com. “Often you buy a part of [us] costs less than buying from a service technician, which may increase the price. “
In addition, the availability of the part could make a return visit unnecessary. This is because, according to Mott’s estimate, “30 to 35 percent of the time” [a repair technician] will not have the part you need on the first visit and will have to schedule another time to return to carry out the repair. “
Look beyond the manufacturers for product information
What is the flashing message on the oven display? Is the noise coming from my refrigerator normal? These are the types of questions you would expect from the manufacturer of the device. In fact, in our survey, manufacturers received more than half of all these contacts, compared with 34 percent for retailers and 13 percent for independents.
However, our survey results suggest that manufacturers are not the best source for product information. To be fair, some manufacturers are better than others. GE was rated excellent or very good by 52 percent of respondents, compared with 39 percent for Whirlpool. But until the manufacturers as a whole help out, it is better to direct product inquiries to dealers and independent workshops.