Contact
How to reach us
Phone is fastest. Describe the appliance and the symptom, and we will tell you on the call whether it is something we can help with.
By phone
(904) 201-3304
We take calls Monday to Friday from 8am to 6pm and Saturday from 9am to 4pm. Closed Sunday. Calls left after hours are returned the next working morning.
A flat $80 covers the visit and the diagnosis. It is credited toward the repair when you approve the work. You get a written estimate before any part is ordered or any repair begins.
Hours
- Monday to Friday8:00am to 6:00pm
- Saturday9:00am to 4:00pm
- SundayClosed
Area
Warranty
Practical details
Questions we get on the phone
- What does the first visit cost?
- A flat $80 covers the trip and the diagnosis. If you approve the repair, that $80 comes off the total. You get a written estimate before any part is ordered.
- Do I find out the price before the work starts?
- Yes. Once the fault is identified we write the estimate down, part and labour separately, and wait for your decision. Nothing is ordered until you say so.
- What is covered after the repair?
- Ninety days on our labour and three hundred and sixty-five days on the parts we install. Keep the invoice; it carries the model and serial we worked from.
- Are the parts genuine?
- We order genuine OEM parts against the model and serial numbers on your appliance data plate, not a generic equivalent chosen by shape.
- Do you work on other appliance brands?
- No. We work on Thermador only. Keeping to one manufacturer is what lets us carry the right parts and know the quirks of each generation of a product line.
- Do you repair heating or air conditioning?
- No. We are a kitchen appliance company: built-in refrigeration, wall ovens, cooktops, ranges, dishwashers and the hood over the cooking surface. Furnaces, air conditioners, air handlers, thermostats and the ducts running through the ceiling are a different trade and we are not in it.
- You talk about ducts and condensers. Which ones do you work on?
- Only the kitchen ones. The duct we open runs from the hood to the wall cap outside, and the condenser we measure is the one behind the refrigeration column. Neither is part of the system that heats or cools the house, and we do not touch that system.
- Are you sent by the manufacturer?
- No. Orchard Row Kitchen Service is an independent repair company, and working on one manufacturer was our own decision rather than an appointment by anyone. The full independence statement is in the footer of every page.
- When can someone come out?
- We take work Monday to Friday from 8am to 6pm and Saturday from 9am to 4pm. Calls left outside those hours are returned the next working morning.
- Which parts of Jacksonville do you cover?
- Mandarin first, including Beauclerc, Loretto and the Mandarin Road riverfront, then the neighbouring 32257 and 32258 corridors and Julington Creek.
The line we work to
Where the work stops
We work on the built-in appliances inside the kitchen and nothing else. The only duct we open is the one above the cooking surface, from the hood to the wall cap outside — the supply and return ducts that heat and cool the house are a different trade altogether and we are not in it. If the call is about a furnace, an air conditioner, an air handler or a vent in the ceiling, we will say so on the phone and send you elsewhere rather than book a visit.
A call from Mandarin about a Thermador appliance is ours. A call from Mandarin about the furnace, the air conditioning or a vent in the ceiling is not, and we would rather tell you that in thirty seconds on (904) 201-3304 than on your doorstep.
We service
- Built-in refrigeration
- Wall ovens and steam ovens
- Ranges and rangetops
- Cooktops and induction
- Ventilation hoods
- Dishwashers
- Warming drawers
- Built-in coffee machines
- Wine columns
We do not service
- Furnaces and central heating
- Air conditioners, air handlers and heat pumps
- Supply and return ducts, ceiling vents and registers
- Thermostats and whole-house humidity control
- Water heaters and house plumbing
