ABC APPLIANCE SALES & SVC

Sorry this is long, but I like to be specific in reviewing a business, good or bad. Had them come out to repair a 4 year old GE dishwasher. First technician said it stopped working due to a sensor telling the system the door was open. Took a few weeks to get the part in. After putting in the $34 parts, they charged us $290 for the service call (including parts). The tech was in our home for about 45 mins. Three weeks later, the same issue developed. Different technician came out and said the new sensor had gone bad already (odd). Ordered another part and a few weeks later, they came out and installed. That part lasted five weeks. Same issue. This time the technician got GE on the phone to discuss and was told the dishwasher had a bad “main board, door harness, and U.I. Board” or something to that effect. He got me a case number and essentially washed his hands of the problem. During the time he was working with GE on the phone, the ABC tech was grumbling and seemed frustrated by the instructions GE was giving him to troubleshoot the issue. After he left, we noticed he had bent the door to the dishwasher causing a piece of paint to chip off about ¼ inch in diameter. Called GE and they told me this was a known, but uncommon issue with this model of dishwasher…not covered by any warranty though. GE essentially said it would be less costly and more effective to replace the dishwasher than to continue to chase this issue. GE gave us a very good discount on the new one. ABC called a few days ago to tell us they had new parts in for our dishwasher. I called and spoke with them to find out what parts, since they had already handed this over to GE. They said they had the new “main board, door harness, and U.I. Board”. I also spoke with them about the damage. The manager I spoke with was unconcerned about the damage, telling me it didn’t matter because GE was giving me a new dishwasher. I explained they weren’t giving us one, we had to buy it. I asked for him to consider a refund to us of some sort due to the damage and he claimed that would have to come from GE, not ABC. I tried to explain GE didn’t damage the door, his tech did. Again, he stated they weren’t responsible. I also explained even without any compensation for us, I was concerned there was damage and ABC didn’t seem to care. He continued to appear unconcerned. We went around this circle a few more times and I finally got frustrated and ended the call. Additionally, they don’t have a computer system. So, if you need to follow up with them, you have to provide specific times and dates so they can find your info in their pile of paperwork. I asked to email them pictures of the damage and was told they don’t have email either. Bottom line – Find another business to repair your appliances. They do not seem to show any concern for the damage they caused to our appliance. The folks who answer the phone seem disinterested in assisting (borderline rude). I also would have expected them to bring GE into the loop much earlier since the same, brand new GE part kept failing. I understand things don’t always go smoothly when dealing with any business. However, I view the mark of good customer service in how they deal with the customer when something does not go well. We paid nearly $300 to ABC to have the dishwasher still not work, plus the inconvenience of having an inoperable dishwasher for weeks at a time…and we had to buy a new one! I am very disappointed in how they handled this.