The technician came to our house over a year ago to fix the ice machine while under warranty. Initially diagnosed the problem as a faulty ice machine and replaced it. After that didn't solve the problem, it was determined that the issue was a wire that had been severed running from the main refrigerator box to the door of the freezer. The technician spliced this wire back together as a repair. Fast forward a year later (and now the refrigerator is out of warranty) the ice machine isn't working again. We called a different appliance repair company to come and diagnosis the issue. They were able to quickly determine that the issue was the wire that had been spliced previously had become detached again. They also said that this is a common problem with this brand and the appropriate repair is replacement of the freezer door. They further offered that the repair completed by TNR was not within standards. Upon inspection, it was noted that the TNR technician had cut the plastic sheath that protects the electrical wires to access the severed wire and left these wires exposed after the splice was completed. I contacted TNR to discuss the matter and spoke to Rory. My request was they repair the issue to the standard recommendations since it was not repaired properly while still under warranty. Rory declined stating that the repair performed by TNR was within standards according to their manuals and "worked" for a year. He also suggested I contact the manufacturer to request a concession. The concession request to the manufacturer was denied, as the manufacturer stated it was the repair shops accountability to address the repair issue. I have requested documentation from TNR that the repair was done within standards and I have not received requested documentation. When an appliance repair is completed, I believe it is a reasonable expectation that the repair is completed within industry standards and that consumers should expect repairs to last more than a single year. Based on TNR responses to previous consumer feedback, I anticipate this review will met with a lack of accountability for their service and the quality of their work. I continue to welcome requested documentation of the industry standards on the repair completed. Update 4.23.24 Tim...Thank you for your reply. I have contacted the third party and they do not agree with your assertion. Can you provide me documentation that they denied the requested service that would help resolve this issue? In addition, I did contact you business in late March. Rory returned my call and, as I mentioned in my original review, was the one who told me that the repair was perforrmed per the manual and done within industry standards. He also suggested I contact the manufacturer and request a concession. So it is not accurate that this review is the first you had heard from us since the repair. I welcome the documentation of the industry standards and/or the documentation that the third party denied your request to repair the refrigerator correctly.
