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Home Service : Technician Pros and Cons

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AJ Madison, Your Appliance Authority

RepairClinic.com - Online appliance parts, FREE repair advice

As stated previously in this section, we believe the best choice for hiring a repair technician is one which is authorized by the appliance manufacturer to service their products. We will list here the pros and cons of the choices available to help you to determine for yourself which is the best choice for you.


Factory Service

Although a rarity these days, some appliance manufacturers still have their own service technicians which perform service 'on the road'. Depending on where you are located and the manufacturer or distributor of the appliance, this choice may not be available in all areas.

Factory Service - Pros

  • Likely to be most knowledgeable of the product being serviced.

  • Should have access to information on product 'upgrades' which may be needed to correct certain malfunctions.

  • If any part of the appliance is still covered by a manufacturer's warranty, they will be able to provide that service and/or part to you without cost (where applicable).

  • Prices for parts replaced will not usually exceed the manufacturer's suggested list price.

  • Parts replaced will be genuine factory recommended replacement parts.

  • Unlikely to condemn an appliance unnecessarily.

  • Should have a complaints resolution system in place should you be unhappy with their work.

  • May work from a flat rate labor pricing guide.

  • May be able to suggest a concession from the manufacturer if parts or labor required is going to be extensive on a fairly new product.

Factory Service - Cons

  • Likely to have most expensive labor rates.

  • May not be dispatched or even from, your local area.

  • May have a waiting list and be unable to provide immediate (ie. next day) service.

  • May be less flexible in providing appointment times.

  • May be pressured by the manufacturer to complete as many calls a day as possible.


Factory Authorized Service

Another type of service is the 'factory authorized' repair depot. These are usually independent companies but trained by the appliance manufacturer to service their products. You can often call them directly to schedule service and need not necessarily rely on a referral from the manufacturer. Often such companies' Yellow Pages ad will state which products they provide factory service for.

Factory Authorized Service - Pros

  • Likely to be knowledgeable of the product being serviced.

  • Possibly has factory training on other brands as well which may help them to diagnose strange problems when they occur.

  • Will usually be from your local area (... depending).

  • May have a shorter waiting list for service.

  • Should have access to information on product 'upgrades' which may be needed to correct certain malfunctions.

  • Should have access to the manufacturer's technical help facilities should it become necessary.

  • May have a 'shop' were particularly difficult appliances can be brought for extended periods of observation.

  • If any part of the appliance is still covered by a manufacturer's warranty, they will be able to provide that service and/or part to you without cost (where applicable).

  • Prices for parts replaced will usually not exceed the manufacturer's suggested list price.

  • Parts replaced will usually be genuine factory recommended replacement parts.

  • May be able to suggest a concession from the manufacturer if parts or labor required is going to be extensive on a fairly new product.

  • If unhappy with their work or charges, the manufacturer may be willing to intermediate a settlement.

Factory Authorized Service - Cons

  • Likely to be toward the top of the scale for labor rates.

  • May have a waiting list and be unable to provide immediate (ie. next day) service.

  • May be less flexible in providing appointment times.

  • May not have a dispute settlement procedure in place.


Independent Service

Independent servicers are also usually available in most areas. These are run by separate individuals (sometimes a 'one-man show' or 'mom and pop' team) and not usually affiliated with the appliance manufacturer in any way. While these operations may have experience working on your brand of appliance, they may not be right up to date on current models nor have had any actual factory training on servicing it.

Independent Service - Pros

  • Usually (but not always) less expensive labor rates.

  • Will usually be from your local area.

  • May be able to provide service on shorter notice.

  • Likely to be more flexible in providing appointment times.

  • May provide more personalized service.

  • May have a 'shop' were you can drop off a small (or large) appliance to save paying the service charge to come to your home.

Independent Service - Cons

  • May not be overly familiar with the product being serviced.

  • May not have access to the manufacturer's technical help facilities.

  • If any parts or service is sill covered by the manufacturer's warranty, you may need to call another company to complete the job.

  • Tampering with an appliance which is still under warranty by non-authorized persons may void any warranty remaining on it.

  • May charge above the manufacturer's suggested list price for replacement parts.

  • May not use genuine factory specified replacement parts.

  • May not have a dispute settlement procedure in place.


Handyman

There are also "handy men" which consumers often hire to do odd jobs around the house. While they may perform most work satisfactorily, appliances repair may be out of their field of experience.

Handyman - Pros

  • Often much less expensive labor rates.

  • Will usually be from your local area.

  • May be able to arrive on very short notice.

  • Likely to be the most flexible in providing appointment times.

  • May provide more personalized service and/or perform other work while there.

Handyman Service - Cons

  • May not be at all familiar with the product being serviced or how it functions.

  • If any parts or service is sill covered by the manufacturer's warranty, you may need to call another company to complete the job.

  • Tampering with an appliance which is still under warranty by non-authorized persons may void any warranty remaining.

  • May charge above the manufacturer's suggested list price for replacement parts.

  • May not use genuine factory specified replacement parts.

  • Not likely to have a dispute settlement procedure in place.

We hope this page has helped you to decide the appropriate person/company to call for your appliance repair needs.


 

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