“Better,” is obviously subjective, and while we believe our service is better, your opinion is the one that matters. What we do know, however, is that we provide the best value, read on for a full description of our entire workflow before your service call, during your service call, and after your service call.
What To Expect: Prior To Service
First things first, you need to find us. That may be via a referral from a friend, Angie’s List or Yelp!, or maybe an internet search. Either way, you probably end up on our website at some point. There you can find our maintenance tips, blog articles, and other information to help you maintain and repair your machine. Is that not something you feel you are equipped to tackle? That’s where we come in! Check out the services we offer, our service area, and contact information. Have a technical question you can’t get to the bottom of? Please get in touch with us and we’ll connect you with one of our certified technicians. If you can provide them, pictures are always helpful, videos are usually even better! We can’t make promises without being in front of the machine ourselves but we’ll do everything possible to point you in the right direction.
Ready to schedule service? One of our service coordinators will be happy to assist you. Our front office is composed of four departments, each one specializing in a specific segment. Our warranty coordinator is intimately familiar with the processes (the hoops to jump through!) necessary to validate work covered under manufacturer’s labor warranties. Our commercial coordinator specializes in understanding the unique challenges our commercial customers face. Our two residential coordinators, one serving Illinois/Indiana, the other serving Wisconsin, both support the service needs of our non-warranty residential customers exclusively in their respective areas. Once service is scheduled, you can rest assured we’ll be there as promised.
The morning of the day before your scheduled service you can expect a reminder text from your service coordinator. This will outline the agreed upon arrival time window as well as remind you of the name of the technician who will be arriving for service. Did your schedule change? Life happens! Email/call/text and we’ll make the necessary arrangements to work with your schedule and find another time for you.
What To Expect: Day Of Service
The day of your appointment you will be receiving a phone call from your technician, informing you they are enroute, about 20-30 minutes prior to their arrival. Have a baby sleeping that will wake up when the doorbell rings? Would you prefer your tech enter through the side door? Remember something about your machine that you didn’t mention when scheduling? Tell us, we’ll be happy to oblige!
Upon arrival, your tech will be wearing our company uniform and be carrying their company ID. We recognize that we’re going to be working in your home or place of business and take our appearance and cleanliness very seriously. After you let us in, we’ll put our boot covers over our boots to protect your flooring and let you guide us to the location of your machine. While walking to your machine we’ll likely ask you to once again detail the issues your machine is experiencing, if any.
Once we reach your machine, we will more than likely ask you to demonstrate the issue you had previously described. There are a few reasons for this, the most important being that each user’s body mechanics differ and issues may be present for one user, but not another. To pinpoint precisely what needs to be corrected, we need to be able to diagnose the machine with a user who has experienced the issue.
After we have completed our prediagnosis, you’re welcome to do whatever you’d like. Prefer to look over our shoulder and watch? We’re happy to show you what we do to each machine, we just ask that you save any questions until we have completed your service. Have things you need to get done around the house? Do your thing and we’ll let you know as soon as your service is complete. All we require is that someone over the age of 18 is available the entire time we are at your location.
Once we have completed your service, we’ll walk you through exactly what we did to your machine as well as informing you of what recommendations we have in regards to parts that need to be replaced. Hopefully it is a short list!
After you are familiarized with the current condition of your machine and our recommendation, we’ll collect payment via cash, check, or credit card, then email you a receipt right then and there.
What To Expect: After Service
Once the office has reviewed the technician’s notes, we’ll email those to you as well, usually within a business day.
In the event your machine(s) require part(s), we’ll call you with a repair quote, usually within one business day from the time we left your location. Prefer to review that quote via email? We’ll happily send it to you as well! Have questions about what is really needed and what isn’t? Please see our article explaining repair parts classifications where we outline how necessary each listed part is.
In addition to researching parts pricing and availability, we also check the warranty terms of each machine we service. Nothing is better than surprising a customer with a notification that their parts are still covered under warranty!
Ready to move forward with your quote? Send in your approval and we’ll start moving on that for you, right away. We’ll place your parts order, and once we have a scheduled arrival date of your shipment we’ll be in touch to schedule your repair in anticipation of your shipment arrival. The more we can minimize your machine’s downtime, the better.
From here the process starts over again, you can expect the same exceptional service for your repair as you received with your diagnosis. Ready for machine service? Contact Us and we’ll be happy to set that up!