+ Can I get a set specific appointment?
A: Our technicians’ schedules are created each morning. We make every effort to accommodate special request. You can call our office the morning of your appointment, and our dispatcher will be able to give you a “window” in which to expect the technician. In addition, your technician will call you approximately 20 minutes before arrival to let you know he is on his way. We hate to give you a specific time, and then not be able to honor our commitment.
+ What about night or weekend service?
A: Most of our technicians are family people and like to spend evenings and weekends with their families. Our highly trained technicians work very hard during normal business hours, and do not want to make a mistake because they are tired. We do offer Saturday services at this time, and we will be adding additional personnel to create an “after hours” emergency service in the future. If we are not open when you call, please leave a voice mail. Our service will alert our on duty manager with your request, and you will get a call back.
+ Does it pay to fix the old machine, or should we just purchase a new one?
A: This is a very good question, and it is asked quite often. Unfortunately the answer is not clear cut. The answer depends on the make and model, the amount of appliance usage, and the cost of repair versus the cost of replacement. Our trained technicians can only make a recommendation after inspecting your appliance to determine what is actually wrong. At that time, the technician can give you an estimate for the repair and advise you of the cost of replacement. At Callahan’s Appliance Inc, if your appliance is deemed non-repairable, we can assist you in purchasing a replacement appliance. We will deliver, install, and credit part of the service charge to the purchase price of the new appliance.
+ Can you provide us with an estimate (ball park figure) for the repair over the phone?
A: Unfortunately, there are just too many different reasons for why the same symptoms occur. Without being able to diagnose the appliance visually, using our knowledge, experience and test equipment, all we can do is guess. Many companies will quote an approximate price over the phone (usually low enough to attract your attention), and when their people arrive, you find out that the repair is far more than you were told over the phone, and you are still responsible for the service charge.
+ Why won’t repair companies work on our appliance if we started taking it apart ourselves?
A: That is a fair question. If you dismantle your appliance, and then find that you need professional help, we have to put the appliance back together before we can properly diagnose the problem. Additionally, if you take your appliance apart and put it back together, you may have done so incorrectly. This can lead to a large amount of time trying to diagnose an original problem that is negatively impacted by incorrect information (wrong placement of parts.) Time is money, and Callahan’s Appliance Inc does not want you to end up paying a larger bill because our technician has to do twice as much work, or more. Unfortunately, time is money, and we want to keep our prices in line with the appropriate repair.
+ What if the appliance breaks down or doesn’t work properly after you repair it?
A: Before our technician leaves your premise, they will attempt to go over all functions of the appliance to make sure that it is working properly. Even by doing that, occasionally the appliance will cease to work again. Rest assured that we will make our return visit to you a top priority, and you will receive service before a customer. PLEASE NOTE, ALL REPAIRS (UNLESS OTHERWISE INDICATED ON YOUR RECEIPT) ARE FULLY WARRANTED – BOTH PARTS AND LABOR FOR A FULL 90 DAYS. Many other companies provide only 30 days labor and 90 days parts.
+ Why does it cost so much to fix my appliance?
A: All of our technicians have been formally schooled in appliance repair, adding to the many hours the hands-on experience each technician has accumulated. Before we dispatch a technicians to your home, our technicians have passed background checks and drug testing. We equip our technicians with proper testing equipment and tools. Our technicians are supplied with a company vehicle containing an extensive inventory of parts in order to repair your appliance with just one visit. We are fully licensed and insured.
+ Your technician was only here a short period of time, or he only used a small part. Why was I charged so much?
A: A repair to your appliance is calculated using the technician’s knowledge and experience, and (in most cases) immediate access to parts. Additionally, most requests for service are tended to the same day, or the very next day. When a technician works on your appliance, he gives you a price before starting the work. Neither the price of the part nor the amount of time spent is a major factor. You are paying for his knowledge to repair your appliance properly, and our ability to return if any work under warranty is necessary.
+ What if I leave a check for the technician and my minor children are home to let them in?
A: Before we start any repair our technician must obtain approval from the responsible party. Additionally, in today’s world, our technicians are not permitted to enter a home with only minor children in attendance. An adult must be present.
+ What if you repair the apparent problem and then find additional problems that were not apparent?
A: In some instances, there is a secondary problem that cannot be detected until the primary problem is fixed. Although it is a rare occurrence, it does happen. An example would be if a refrigerator/freezer is not cooling at all, and after the repair it cools perfectly but the ice-maker doesn’t work. In a situation like this, the secondary repair will be done for the price of the parts only, or if a difficult additional repair is necessary, it will be done at a nominal charge.
+ Why doesn’t anybody want to repair our appliance because we bought the parts ourselves?
A: Sometimes new parts do not work. They can be defective. If we buy the part new and use the part in your appliance repair, WE are responsible for the part. WE must put a part in that works for your appliance to work. We couldn’t warranty a part that we didn’t purchase and bring to the job ourselves. If we install your part, we have done our job. You would still have to pay us for the installation, and your appliance would not be working. You would be a very unhappy customer. (By the way, our part prices are very similar to your part prices.)