D 3rd Party Support.

Ty Jul 16 (10 days ago) to Jessica Hi Jessica, I can definitely understand the frustration with having to wait nearly two weeks for the part to come in. Rest assured that I have been checking in with the vendor to follow up on the status. I had established a pretty good working relationship in the past with them but as of lately, they had a change in staff and my orders have been delayed. I do apologize for missing your phone call yesterday as I had an emergency call to take care of. I have no problem refunding you the $180 deposit, as my goal is to ensure customer satisfaction and not simply take someone's money and "disappear". I don't want to leave you with your refrigerator still not working, so if you would like I can place an expedited order with another vendor and not charge anything for my labor fee since unfortunately you had to wait so long. Once again I do apologize for the delay and I hope to resolve this to your satisfaction. Regards, I emailed the customer back on July 16, 2016 with the following: "Hi Jessica, I can definitely understand the frustration with having to wait nearly two weeks for the part to come in. Rest assured that I have been checking in with the vendor to follow up on the status. I had established a pretty good working relationship in the past with them but as of lately, they had a change in staff and my orders have been delayed. I do apologize for missing your phone call yesterday as I had an emergency call to take care of. I have no problem refunding you the $180 deposit, as my goal is to ensure customer satisfaction and not simply take someone's money and "disappear". I don't want to leave you with your refrigerator still not working, so if you would like I can place an expedited order with another vendor and not charge anything for my labor fee since unfortunately you had to wait so long. Once again I do apologize for the delay and I hope to resolve this to your satisfaction." I received the following response the same day: "My preference is for it to be fixed asap. I now have to throw everything out in my refrigerator and things are thawing out in my freezer." I returned to the client again on July 18th while I awaited the parts to offer a temporary fix until the part arrived. I informed her on July 20th that the parts going to be pushed back. She responded "ok the temperature is good." On July 25th the client asked for an update and I informed her that "the vendor's website was down so I was not able to get an ETA." Today (July 26th) I informed her that her parts were out for delivery. I also informed her when her parts arrived (later on in the day). I returned to the client today (July 26th) and installed the new part and retested the unit finding no errors. I waived the remaining service charge due to the inconvenience caused by the parts being delayed.