Rockweiler Appliance & TV's service fees are discounted below the industry standard retail pricing system, this system allows fair pricing to you, the customer. It also creates an incentive for the service technician to make a good diagnosis of the problem. The fee includes travel to the product to be serviced and the time needed to determine the necessary repair. The service technician or Rockweiler's staff will then supply you with a quote for repairs. You have the option to decline the repair and pay only the diagnostic fee, choose the repair quoted, or purchase a new replacement product from Rockweiler’s, within 30 days, and have your diagnosis fee credited against the purchase. If, for some reason, the technician finds additional problems, a new quote will be provided. If the revised quote for repair isn’t accepted, only the diagnostic fee remains for payment. If a product is deemed un-repairable, the option for buying a new product from Rockweiler's, within 30 days of the service, will result in a waived or a credit back for the diagnosis fee paid.
The call taker will enter all provided information at the time service is requested. If any necessary information is not given at the time the service call is requested, we ask that you please call with any additional needed information. The Rockweiler staff member will call the evening before service; we typically offer a three-hour time slot of when the technician should be arriving the next day. From time to time, the technician can experience an unexpected or extenuating circumstance that may delay him. We try very hard to stay on schedule, as we know your time is valuable. When service is scheduled, the customer may request the technician call before he attempts to come to your home. If you are unavailable to accept phone calls or are away from the phone even for a short time, please call to let us know that you are home and expecting service. The technician will assume you are not at home if he can't reach you. The technician will be calling from his personal phone; therefore, the call will ring into you as a blocked phone number. This is to keep our technicians safe and ensure they do not get work related calls on their personal time. If he cannot reach you, he must then move on to the next scheduled call, which may take him out of your area. Unfortunately, you may have to reschedule service for another day.
Rockweiler Appliance & TV stocks a large inventory of appliance parts. However, each appliance manufacturer uses many different parts that may not be stocked by the parts distributor. Our technician will order your parts either the day the unit is serviced or the next working day. Please feel free to call your nearest store location to get a projected arrival date. Once your part(s) has arrived, you will be notified to set up a return trip day and time. Please note, most non-stock parts take 5-7 working days to be shipped and are contingent upon availability. Occasionally, parts are no longer available for certain products. If a part is needed, you will not be charged a secondary trip fee for our technician to come and install the part. Only labor and the cost of the part would be charged during the returning trip.
If you are ordering a part that will be picked up in the store, a phone number to contact you will be needed. You will receive a phone call the day the part arrives to the store. If you do not pick up the part within 30 days, we will need to send the part back and a new part can be ordered if needed. Please note: any and all electrical parts are not able to be returned after the part has been plugged in. We apologize for any inconvenience this may cause.
Payment is due at the time that service is completed; unless other payment arrangements have been made with Rockweiler's. Repairs over $300 require a 50% down payment. Special order parts require advance payment in full. Remaining balances are due in full at the completion of service. We accept MasterCard, Visa, Discover, American Express, check, or cash. Parts that will be picked up in the store require payment in full at the time of pickup. If the part is ordered over the phone and exceeds $100, a 50% down payment is required to order. If you are returning a part, a restocking fee may apply.
At Rockweiler Appliance & TV we strive to perform an accurate diagnosis and repair. If for some reason your appliance experiences the same problem within 30 days of the completed service, our technician will return and you will not be charges for a repeat trip fee. In some instances, you may be responsible for labor and/or part fees. Labor warranties only apply to the same component. Part warranties are specific to each brand, however if additional parts are needed you are responsible for the cost of the new part.
Please let us know if you have any questions on any of our policies. We would be happy to help you!