The company representative I spoke with (Pat, I think) when I first called told me exactly what rates, pricing, and time frames I could expect.
The follow-up was exactly what the home base representative told me to expect…. they called early in the day to give me a two-hour window within which the service person would arrive, and I was called by the service person when he was within ten minutes of arriving at my home.
The service person had already been briefed correctly on the description of the problem I’d given to the base representative, confirmed that with me, and got right to work. His manner was pleasant, reassuring, and professional.
It was obvious that the serviceman was experienced in servicing this and similar machines. He was able to identify the problem within the first ten minutes, and was confident that he could fix it within a short time.
The serviceman exhibited an excellent work ethic, keeping to the task, working even while my wife and I talked to him, and had the job done well within his estimated time.
Whether planned or by coincidence, it was a smart move by the company to send one of their more experienced and efficient service people on a call to a new customer.
The labor rates charged are, in my opinion, somewhat high. But then I was paying for: a) someone to come to me instead of my having to bring the problem to them b) their experience and backup support, and c) the assurance that I wouldn’t get someone who comes into my home sweating and smelly, asking for a drink, stopping work to jibber-jabber on the phone, telling me the worst outcome I can expect before he’s even looked at the problem, leaves his basic tools in the truck (while I pay for the time it takes him to go back and forth from the truck), and who works like he’s already burned out on doing the work he’s in – OR – an inexperienced upstart who must spend half of his charged time on the phone with the company asking for help and instructions.
I would not hesitate to recommend Home-Tech to a friend, neighbor, or other family member. I was entirely pleased with their service, the service person, and the results.
Incidentally, the service person who came to my home was Matt E.. Extremely nice, capable, knowledgeable, professional young man who, from what I learned of him in a short time, seems like he’s going to do well for himself, his family, and for Home-Tech.