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| - I have a Whirlpool Gold Fridge with an Ice Maker that wasn't making ice. I called and they were able to come out the next day. The day before Thanksgiving even! He was able to show me exactly what happened to the old one, replace it with the new one and was very very friendly and fast. I was worried about the cost but they were able to give me an accurate estimate over the phone for $222 which is what I was charged when he left. I was very very pleased, and thought they did a great job! Until.....
2 hours later the ice maker was still not dropping ice. I called them and they thought it could have been the optical sensor that was also bad. He told me over the phone how to test the optical sensor which I did. He was correct, it was not working. Now here's where I'm irritated. The entire reason we called them and asked them to come out was because we needed the ice maker working for Thanksgiving. The tech should have taken the 10 seconds to test the optical sensor but did not. By the time we called them, they said they would not be able to come back over to take a look until 6 days later. 6 days! Finally they come back out and take a look and now they're saying I need to pay $125 for the optical sensor and an additional $25 in labor.
Now mind you, I've had 6 days to stew about this. In these past 6 days I've looked up a bunch of youtube videos and this is literally a 10 minute job that can be done with an off the shelf screw driver and a $30 5 star reviewed part from Amazon. I'm a little sore that after paying $222 for them to do a job that they're wanting to make even more profit after not catching their first mistake. I understand that these guys are skilled workers and I'm taking a risk doing this myself but I work on electronics for a living and based on the videos, it looks like an easy job.
Keep in mind, I'm not trying to get something for free here. I understand that workers and companies need to make money, but trying to profit off of their mistake is not good business. In all fairness when I told the guy on the phone my feelings about this and let him know I can get a generic part for $30 or the whirlpool official part for $70, he finally offered to let me order it online and he'll come out himself and install it for me. For an additional $25.
Honestly, not everyone gets it right the first time, but when you pay for convenience you expect it to be done right. And if it's NOT done right, AT THE VERY LEAST make good on the deal instead of trying to make more money. The guy on the phone admitted it's a REALLY easy install and I should have no problem doing it myself. So I guess I'll just do that. I'm not going to pay an extra $150 to fix something that should have been caught the first time.
All of the above said, they were very fast getting out to my house and the tech was friendly. I don't really appreciate that they charged me full price for a non-whirlpool (OEM) official Ice Maker but I was willing to look past that based on they were saving my butt for Thanksgiving. But that didn't really work out.
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