What information does Box Appliance need from me when I call? And do you really need the model and serial number?
- Contact information (name, phone numbers, address, email)
- Model and serial number of the appliance(s) that need service
- Symptoms of the appliance(s) for diagnostic prep
- Days available for service appointment
Our customer service representatives will first ask whether our team has serviced an appliance at your home before. If you are a new customer, we will document all contact information and appliance product information for future service needs. We create an account for each customer, with a record of all previous service calls, to give our technicians a history of maintenance and repairs.
Knowing the specific model and serial number helps us prepare, including stocking the service truck with additional parts to give us a better chance of repairing your appliance in one trip. We know you may not be in front of your appliance when phoning to schedule your service call, don’t worry! You can always schedule the appointment, then call back once you have the model and serial number on-hand.
Having trouble finding the serial number? Click Here for more information.
How does Box Appliance’s appointment scheduling work? When will I get a time window for my appointment?
You can request an appointment online, through email or over the phone. If you request a service appointment online or through email, one of our customer service representatives will phone you to complete the scheduling. We try to schedule all appointments on that first phone call, but we may have to consult with a service technician for a better estimate.
We plan out our technicians’ routes the day before to expedite all appointments, as our goal is to get to each of our customers’ homes quickly and efficiently. The day before your appointment, once the routes have been mapped, a customer service representative will contact you with your three-hour window. Unless something unexpected happens in an early appointment, our technicians are typically very punctual, arriving at the beginning of the window.
If you would prefer to have a guaranteed time when scheduling your appointment, you have the option to ask for a “First Call” appointment. This is the very first scheduled appointment of the day and is the only time we can confirm in advance. Please keep in mind these First Call appointments can schedule out a few weeks in advance and may not be available for urgent appliance issues.
Will the technician be prepared before arriving?
After your appointment is scheduled, a service technician and a parts department specialist will review all information collected during our initial phone conversation. Because our employees are experts with Sub-Zero, Wolf, and Cove appliances, they can often determine what’s wrong before visiting your home.
Once they have assessed the issue, they will stock the service truck with an array of Factory Certified parts that will likely resolve the issue. If it is determined ahead of time that a part may be required that we do not have in stock, we will try to special order it in time for your appointment.
All of that said, until your technician is in your home and able to troubleshoot and diagnose the appliance in person, they cannot know for sure what the trouble is. For this reason, every service call begins with a diagnosis of the appliance and estimate for approval before any repairs are performed. It is also possible that the issue, once diagnosed in the home, could require additional or specialty parts not carried by the tech at that time. If your repair technician has to return to complete the repair outlined in the estimate, you won’t have to pay the service call fee again.
Read on for more about what to expect during your service appointment.
What should you expect during a service appointment?
Your repair technician will phone you when they are on their way to your house from a previous repair job. Depending on how far away their last appointment was, your technician may arrive within 5 – 30 minutes. They will give you a sense of how far away they are.
During the service call, each repair technician will wear a mask, boot covers, gloves, and use protective rugs to protect you and your home. An estimate will be provided for every repair and our technicians will not begin the repairs until they have your approval to start.
Our technicians work off laptops to aid in diagnostics, repair estimates, parts orders, and appointment management. Thus, you should expect to receive your final invoice via email the day after your completed service call. A hard copy can also be mailed to your home if you prefer. You will then receive a follow-up phone call three days after your appointment to make sure everything was satisfactory, and to verify you have no need for further repairs.
Are you still observing safety precautions due to COVID-19?
Yes. For the foreseeable future, we will continue to wear masks in our customers’ homes and practice caution when either technicians or customers are sick. The safety of our community is worth these minor precautions.
What goes into the cost of each appointment? What do your fees cover?
- Flat service call fee
- Estimated labor to complete
- Any parts necessary to complete the repair or maintenance
Each appointment has a flat service call fee that includes the trip, diagnosis of the unit, and the first 30 minutes of labor. If the repair will exceed the 30 minutes covered, the technician will give you a quote before any service is performed. This quote is based on an hourly rate, though for more time and labor-intensive repairs—i.e. all sealed system or oven liner (cavity) replacements and conversions—we charge a flat rate for the project.
Using our tracking and management software, your tech will click Start on his laptop to begin each appointment so that any work done is recorded and approved. Although this does track the time spent at each service call, labor costs beyond the first 30 minutes are based on the specific tasks completed, not how long it took to complete. This ensures that all customers receive fair and equal treatment for a satisfactory conclusion to every appointment.
What is the warranty on Box Appliance’s parts and labor?
- One-year parts and labor warranty
- 30-day flat service call fee guarantee
Box Appliance provides a one-year warranty on parts and labor. If any part that was replaced by Box Appliance fails within a year, it will be repaired at no charge to you. Also, our flat service call fee has a 30-day guarantee, so you pay our flat fee only once, even if your appliance service requires multiple trips.
Note: If your appliance was repaired under the manufacturer warranty, then that warranty will continue to cover any additional parts and labor for its duration. Please consult subzero-wolf.com to find your appliance’s warranty policy.