Quality Assured Appliance Service

Quality Assured had some challenges with both customer service and technical staff that were causing a bad representation for the company. Since your repair we have made some employee changes and I feel it was important to move forward from the negativity. You were caught in the cross fire and for that I apologize. Quality Assured continues to strive for customer service excellence and trains their staff often to provide this to customers such as yourself. We hope you will give us the opportunity to service you in the future. Quality Assured values your business. We value your comments, this helps us grow and improve.

We are a service company that strives on assisting customers and providing exceptional service, but in order for us to do our job we do require all necessary information up front in order to better diagnosis the situation. Had we known that the appliance you purchased was an “As Is” model from the get go we could have avoided ordering the number of parts that we tried in hopes that we could fix this unit.

“As Is” units tend to be severely damaged from the inside which is hard for any technician to pin point the exact problem. Having said that we did try to resolve the issues. We diagnosed parts that needed to be changed and ordered them in hopes to install these parts in a timely manner.

There were delays in getting these parts from GE which was unfortunate but out of our control. I believe there was communication about the delays as best as we were able to provide and efforts made to try and expedite through the manufacturer and supplier which you were kept informed about.

The damage to the appliance was so severe that these parts did not fix the issue and that upset you understandably. We did not give up and stood by our service and also stood by you. We were threatened by you and your partner to turn to the manufacturer for an exchange (in other words we took it one step further by contacting the manufacture to see if we could organize an exchange for you and were successful in getting you a new one) Remember this was an "As Is" unit which usually is purchased with no warranty. Impressively the manufacturer agreed to try and repair and then when it failed, exchanged the product. I know many who live with the appliance "As Is". Quality Assured did what was asked and the repayment was a negative review both on home stars and the BBB because you waited 3 months for parts to come in and after all this were told by the manufacturer it would take up to 15 days to exchange your "As Is" purchased unit.

At the end I do feel the frustration and dissatisfaction originated from purchasing a unit that was “As Is” which came with many service issues. We lived up to our responsibility and after helping you this is the thank you we received.

Lesson learned on both ends.

After reviewing the notes and speaking with the technician I have made the decision to go ahead and refund your credit card in the full amount of $108.47 as I don’t feel we were accurate in our diagnosis. I know this doesn’t excuse the way we handled your service call but I hope that it makes up for the time you took to go and get parts and repair the appliance yourself. We as a team here are sorry for the misrepresentation and hope that this will not detour you from using us in the future.
We appreciate your feedback good or bad. Please accept our apologizes and on file I have noted repairs to be at a discounted rate if you choose to call our organization again for any future service.

Have a great day!

Regards,
Marisa

sorry for your experience with our service company Sheldon. I have refunded your money and wish you luck with your future purchase. Feel free to contact me to discuss this matter further as I would like the opportunity to fix your perspective of our team.

Owen, looking back at service history I see a repair for error messages you had on your dishwasher back in March. You write this review after paying $380 for sensors and labour which is standard for the industry. You were quoted and agreed to the amount. You failed to mention a complaint shortly after in which we went out for your at no charge and didn't find anything wrong with the appliance. This call was done April 21st (within 30 days from the first call and because nothing was wrong we should have charged but didn't) The only time another charge was discussed was on the third time you contacted us at the end of May. We confirmed warranty was only 30 days for labour as stated on your bill and you were aware of and advised that Samsung should be called to ask for assistance as you stated the error messages were back and you were not happy. As a service provider we understand a customer's upset when having to spend money on repairs on appliances that are so young in age. What happens most often unfortunately is we are asked to absorb costs for appliances that we don't manufacture nor did we sell to you. I hope you have had the opportunity to shop for a new appliance. We ask for the opportunity to help you with your service needs in the future if you ever require assistance. We are in the business to service but it is for a cost.

thank you for your kind words Josie