FAQ’s

It really helps us diagnose if you can leave the appliance plugged in.  Refrigeration especially is much easier to diagnose if it is left in it’s failed state.  Unplugging appliances for extended periods of time can erase stored codes.  Often the result of unplugging an appliance before a call is it will work perfectly when plugged back in, and fail within a few days of the service call.

Unfortunately most manufacture warranty and in home service plans will not allow us to initiate work orders.  We can put you on the schedule, but we will still need you to contact the service provider and make sure the work order is assigned to us (Rocky Mountain Appliance INC).

We will install customer supplied parts, but there is NO WARRANTY of any kind on those parts other than the installation itself.  What that means is that we do not guarantee that it will fix your problem, as you are the one who did the diagnostic.  We also will not cover the labor if that part fail prematurely (which is often the case with user supplied parts)

90 days parts and labor (provided we supply the parts).   We do not cover things that are not associated with the original repair.   If the drain pump on a washer was replaced and the motor goes out, that would not be covered.  

Understanding how a company operates helps to understand what to expect.   While we have an idea of how long certain jobs take service work can vary greatly depending on what we find.  That is why we do 4 hour service blocks.  We typically expect the diagnostic to take about 1 hour unless otherwise specified.  That is what our diagnostic fees are based on, and that is the minimum we can charge based our operating cost.  We book 3 jobs per 4 hour service block.   The day before service, we attempt to group calls together by location to create the most efficient route possible.  Sometimes calls get added to a technicians route at the last minute.  For this reason, it is difficult to predict what order we are going to do the calls in and how long it will actually take a technician to get to you.   We do attempt to adhere to all reasonable requests regarding schedule, but if 3 people on one block all request the beginning of the block, it is not possible to accommodate everyone, and we go on a first come first serve basis.  Our policy is for the technician to call when they complete the call they are on before heading to the next call.  That way people don’t have to sit around all day and wait for us.   We have been noticing that people are becoming less likely to answer our calls as spam calls and robo dialers are a frequent problem.  Please note that each technician has their own line, and the call may not originate from the office mainline.  

We started doing this because we had problems with customers giving the go ahead on repairs and then buying new appliances, and leaving us out the money for return shipping.  As appliances have become more diverse in design, there are fewer and fewer parts that fit multiple machines.  Parts for modern appliances are often custom to that specific model and serial number range.  We have some parts on our shelves that are over 5 years old that we have not needed for another repair and have not been able to sell even online.    Some of the parts that we order can’t be returned, and unfortunately those tend to be the most expensive parts.   We really are invested in creating the best experience for the customer so we try to work with everyone on this.  If for example we order the parts and they go on backorder, we can cancel with the supplier and refund the price to the customer.  If on the other hand the part has already shipped and the supplier won’t refund our purchase price, we can’t refund the customer.  If the part can be returned to the supplier, we charge a 25% restocking fee for the time and effort it takes to return those parts.