Error code on Miele dishwasher. The serviceman appeared promptly and advised that two parts were needed - cost $245. He made a point of checking somewhere on his phone to make sure the parts were available and advised that they were and would be available in 5-7 days. On that basis we placed the service order and paid half the costs (about $250). A week later we got an email saying the parts were back ordered. I immediately cancelled the order (I bought a new dishwasher and had it installed the same day), and asked for a refund for what I had paid over and above the $120 service call fee. They said OK, but there is a 30% restocking fee. I said - how can you charge a restocking fee when there is no part to restock. After going back and forth, they relented and refunded everything I asked for. Moral of the story - do not place a service order until they confirm in writing that the parts are available, and do not agree to the restocking fee (which they admitted was really a cancellation fee).
- Company Response
Thank you for your review and letting us know about your experience with our company, Tim. Again, we thank you for letting us know how you feel. As we let you know, at RepairCare, we strive to be fair professional and ethical at all times. As such, full disclosure is provided prior to the service call and any part orders. Our booking confirmation email, which is sent immediately, automatically, right after the appointment is booked states that by accepting service you acknowledge that there is a restocking fee for all part order cancellations. We have confirmation that the email was opened on Oct 2nd. Service took place on Oct 3rd. Disclosure was also given on the payment receipt, which was sent immediately, automatically, after the payment was received on Oct 3rd. The part order cancellation request was made Oct 16th. 2 weeks later. We also let you know that the supplier charges us what they call a "restocking fee" when we cancel a part order, regardless if the part is shipped or not. We pass those costs on to the client, standard industry practice. Unfortunately, due to COVID, manufacturers and suppliers are not working at full capacity and parts are delayed. We have no control of when the parts are available to us or the information they provide. At RepairCare, we go above and beyond when we can. As a goodwill gesture, RepairCare waived the "restocking fee" and absorbed the costs incurred for cancelling your part order. We also let you know that because of you, we implemented the changes necessary to be clearer on the restocking fee and thanked you for helping us get better at what we do. We are sorry that you feel our efforts and goodwill merits a 2/10 rating and that we could not manage your expectations. Again, thank you for helping us get better at what we do, Tim. Stay safe!
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