Answered the way we answer the phone
Questions we get asked
Grouped by what people actually ring about. Every figure here matches the rates page and the invoice.
Scope
- Do you work on anything other than Viking?
- No. One manufacturer, the whole line. If the badge on the door says anything else we will tell you on the phone and you will not be charged for a visit to find that out.
- Are you connected to the manufacturer in any way?
- No. We hold no appointment, contract or programme membership with Viking, and nobody at the manufacturer decides what we quote or which parts we fit. We name the make only to say which appliances come to this bench. Work still inside the manufacturer's own cover has to go through their network, and we will say so on the phone.
- Do you cover my address?
- We run mobile across St. Johns County and up to 40 miles of St. Augustine. The area pages list the ZIPs we work in most often, along with the access and scheduling notes that decide an arrival window.
- Do you sell appliances?
- No. We repair, and we have no financial interest in whether you replace a unit rather than fix it. That is why parts and labour are quoted on separate lines, and why we will tell you when a repair is not worth buying.
Money
- What does the $80 actually buy?
- A technician on site, the appliance opened and measured rather than looked at, and a written estimate with the part and the labour on separate lines. If the fix is something you can do yourself, we say so and the visit ends there.
- Is the diagnostic credited if I go ahead?
- Yes. Flat $80 diagnostic, credited toward the repair when you approve the work.
- Do you charge again to come back and fit the part?
- No. Return visits on an approved repair carry no second trip charge. The estimate you approved is the number.
- Will you quote over the phone?
- We will tell you what the symptom usually means and what the likely parts cost, but not a repair price. A price given before the measurement is a guess, and guesses get revised upward in kitchens.
Visits
- What are your hours?
- Monday – Friday 08:00–18:00; Saturday 09:00–16:00. Closed Sunday. Calls placed after hours are returned the next working morning.
- Do you run an emergency or overnight service?
- No. We do not advertise a 24-hour call-out, because we would not be able to staff one honestly. Calls outside hours are returned the next working morning.
- What should I have ready when I call?
- The model and serial from the data plate, the symptom in your own words and when it started, whether anyone has been inside the appliance before us, and any access notes — gate code, dogs, a range built into a tight cabinet run.
- Why is there no street address on this site?
- Because there is no counter to walk into. We are a mobile operation and parts are ordered to the job, so publishing an address would only be theatre.
The appliances
- My ice maker fills but never drops cubes. What is that?
- Usually not the module, which is the part most often replaced for it. We check the supply and the fill volume, then the mold thermostat and harvest heater cold, then the ejector, and only last the arm or sensor that tells the machine the bin is full.
- How long does a part usually take to arrive?
- It depends on the part, and on the serial number rather than the model — one model can span several revisions. We check availability before you approve anything, and we say plainly when a component is no longer produced at all.
- Is a control-board failure always the storm?
- Not always, but surges reach boards through the house wiring rather than through the appliance, so a board that failed in a week of storms is worth investigating at the outlet as well as at the appliance.
- Do you fit genuine parts?
- Genuine OEM parts. Sourced through the ordinary supply chain, quoted before ordering, and carrying 365 days from us.
After the repair
- What warranty do I get?
- 90 days on labour, 365 days on parts, genuine OEM parts only. It is our warranty, not the manufacturer's, and it neither extends nor replaces any cover on the appliance itself.
- My appliance is still inside its original cover. Should I call you?
- Probably not first. If the original cover still applies, using it is usually the better move and we will say so before booking anything.
- Where do your reviews come from?
- Customers give them to us after a visit, and we publish them under a first name and a last initial on the verdicts page. The average printed alongside is our own, taken across every job we have been rated on, and the lukewarm ones are printed with the rest.
Next step
Book a diagnostic
Flat $80 diagnostic, credited toward the repair when you approve the work. A written estimate comes before any part is ordered or any labour is billed.
90 days on labour, 365 days on parts, genuine OEM parts only. Calls placed after hours are returned the next working morning.
Flat rate $80
Diagnostic visit in St. Augustine and St. Johns County. Credited toward the repair.