On your own if service is not up to standards
I contacted Jiffy because I noticed a gas smell when my oven was heating up. The technician who came out was very condescending when I told him I had purchased the nine month old range on Marketplace. The gas odour was the only issue I had at the time. Shortly after replacing the igniter at a cost of $ 450 for service and part the oven temperature plummeted. I am a caterer and obviously this affects my income. Upon contacting Jiffy and requesting a different tech I was advised that the only one was the tech who had been to install the igniter. Jiffy expected me to contact a service person on my own and following their visit to submit the invoice " for consideration ". I have reported them to BBB and will not be utilizing their services again.
Réponse : Jiffy
Hi Paola, thank you for your response. I believe there may be a misunderstanding.
A service ticket is currently open, and we are committed to resolving this matter with you as quickly as possible.
Please note that your Pro is willing and available to arrange a return visit as soon as possible to review the current cause of the issue. At this time, you have declined this option.
As referenced, I have attached the job notes below. To reiterate, your Pro is able to return to determine whether the part is faulty or to verify the current cause of the issue. You are fully protected under our service terms; however, you have indicated that you do not want Pro to return.
As you declined having your original Pro return, we simply suggested an alternative option to proceed with identifying the cause of the current issue so it can be properly addressed.
Job Notes:
Checked unit and detected a gas smell during testing. Inspected the bake igniter and found it to be faulty. Replaced the bake igniter with a new one. Ran the bake cycle at 350°F; unit operated properly with no gas smell present. Desired temperature was reached during testing. Demonstrated proper operation to the customer. Unit tested OK at time of service.
Important Note: Customer advised that the unit was purchased through an online marketplace. Upon inspection of the model and serial number tag, the serial number was found to be erased/removed. Contacted the manufacturer (Frigidaire) to verify unit information. Manufacturer confirmed that the unit is flagged in their system as a scrap unit, meaning the unit previously had issues and the original owner was advised by the manufacturer to scrap it. This information was clearly communicated to the customer. Customer acknowledged the information and insisted on proceeding with the replacement of the bake igniter.
The issue with the bake igniter appears to be a possible early failure of the part. Unfortunately, part failures cannot be predicted in advance. For peace of mind, we provide a 30-day warranty on both parts and labor from the date of service, should any concerns arise within this period.
If you choose to post through the BBB, we will also provide the same response, and I will personally handle all correspondence. Our sole intention is to resolve this matter as quickly as possible, and your cooperation is appreciated.
Please let us know if you wish to proceed with booking your Pro for a return visit or if you prefer to have a new Pro review the current issue and report back.
