Expert Appliance Services

–Rushed diagnoses without removing any parts, just the covers.
–Wrong diagnosis and information provided.
–Ignoring my calls with no effort to resolve anything.
My Bosch washing machine stopped spinning on March 22, 2015 after searching repair services online that same day I contacted Expert Appliance
Toronto location to dispatch one of their expert technicians for a service call. Their website gave me confidence to read 100% satisfaction guaranteed and expert repair services. They were very polite, accommodating and had a technician show up within a few hours.
The technician was very professional, I informed him of the problem and he proceeded to remove the top and back covers of the washing machine. Within 10min he called me over and informed me that the «speed board» was not working. He pointed to the part and told me it would cost around $ 400 but he was unsure and would call back with an exact quote. I asked him if he was sure of this diagnosis since he didn’t remove any parts except for the covers. He was very confident that this could be the only cause of the machine not spinning. He packing up his tools and charged me $ 90.00 for a service call ending in 20min.
I went online to look up what a «speed board» was and also the cost. On the website
I learned that it was a motor control circuit board and this is what it said right next to the part. Control Unit. NOTE: This part is often misdiagnosed and may require some electrical testing with a voltage meter to determine if it is defective. OEM Part — Manufacturer #675 654
That got me searching for other reviews about my washer not spinning a few sources talked about carbon brushes used to transmit electrical current from a static to a rotating part in a motor or generator. If they become worn they stop transmitting the current and usually there will be a lot of black carbon dust all over the inside of the washer and there was. My husband and I removed the motor to take a look at the carbon brushes and one of them was completely worn out.
We called back the technician and told him about the carbon brushes, he said that the carbon brushes cannot be replaced and that we will have to replace the whole motor. He also said that he is very confident that it is still the «speed board» that has failed.
I called customer service and told them that I was very unsatisfied with the lack of knowledge and the quick diagnosis that was performed during the service call. I let them know I have ordered the carbon brushes and will call them back if that fixes the problem. The carbon brushes fixed the problem at a total cost of $ 18.00.
I called back customer service and was told that a manager will call me back to resolve my complaint. I called back a few more time and two weeks have passed and I still haven’t received a call back. I called again today April 23, 2015 and was told that the manager made a note on my file that the service call is non-​refundable and it ended at that. I was left with a feeling of being ignored and taken advantage of.