Bray & Scarff

I bought an entire new kitchen from Bray & Scarff (SubZero Refrigerator,

Viking Cooktop, GE Trivection Double Ovens, Bosch dishwasher, SubZero

undercounter refrigerator/freezer). I even paid ~$1,200 more than a "big

box" store because my Saleswomen was extremely helpful and she assured

me that Bray and Scarff stands behind everything they sell). My first

call for service for the undercounter frig (it wasn't getting cold)

resulted in the serviceman telling me "I have never seen one of these, I

don't know how to fix it"... I called another repairman. My second

repair call attempt on the big SubZero Refrigerator started out with me

being told by the repairman that he only comes out to confirm that I

have a problem. He read the same error codes on the frig that I did to

the Service Rep when I called and that someone else would have to come

out to fix it, which would be 5 days later. (I have lost food twice,

because I had stopped at the grocery store to restock what had spoiled

because, silly me, I thought my refrigerator was going to be fixed on

the first visit.

=20

I called their service department to question why a Service/Repair

Company does not carry repair any parts, and was told that EVERY repair

call will take at a minimum TWO visits. One to verify that there is a

problem and another to possibly repair it! If they can! Buyers Beware!

Had I chance to purchase again, I would NEVER buy from Bray and Scarff

again.

Comment On This

Though everyone wishes there was a faster and more convient way to repair appliances, there really isn't. Due mainly to the extremely large amount of different parts and brands in the market. Just like car repair places have specialist in transmitions, tires, et cetera; appliance technicians have specialities too. For someone to guess your diagnosis over the phone, will only result in the wrong part being ordered. Meaning the repair would take 2 visits anyway, but taking much longer to do those 2 visits. As we would be waiting on parts twice.

What you refer to as a first visit "to confirm there is a problem" is actually called a diagnosis. The first visit is to figure out what is the problem, what part is needed to make this right, is it even worth repairing, should we exchange the product before we waste alot of time and money. It seems at first, the worng type of tech was sent. Though you may not agree, thankfully he admitted the problem was not in his realm, and requested a tech specialized in that problem to come out.

The second is to hopefully fix it. After the diagnosis confirms which parts are needed and that we have recieved those parts, we come to fix that problem. Any serivce call will usually take 1 to 2 weeks to resolve. Mainly because our manufacturers generally don't ship items right away. Even though we pay the extra amount for overnighting.

To declare that Bray and Scarff is horrible becuase they spent the extra gas and time to confirm that they fixed the product correctly with the right parts is a little harsh in my eyes. I don't know who anyone who you could have bought from that would have helped this situation better. No one else services, their answer when you called with a service issue would have been, "Not my problem, we just sold it."

I don't think that the alternative is better. The suggestion here is that we all could save money by buying from cheaper sources and having a broken frig we can't use in less then a year. Or we could have two service calls and atleast have a working unit.

And just for your information: If you have that very inconvient 5 year Credit Back Warranty Bray and Scarff offers on everything they sell, all of your food that you lost in buying groceries is covered in the food protection loss policy. If you have those warranties, you should claim the $100 food spoilage policy.

Bray and Scarff knows that the repair industry in the appliances is almost dried up to nothing. They are fighting a practically lossing battle. The manufacturers don't support their products like they used to. They don't even ship parts in under 3 days for pity's sake. Bray and Sarff knows you will lose your food when it comes to a refrigerator repair. And that's why they have those warranties. I hope you purchased it, so atleast you didn't lose money in the groceries.

Thanks for reading