Questions
The things people ask before they book
These are the questions that actually come up on the phone, answered the way we would answer them if you rang right now.
Booking a visit
Getting a technician to the door.
- 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.
Booking a visit
2 questions in this group
- When can someone come out?
- Which parts of Jacksonville do you cover?
Money
What it costs and when you find out.
- 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.
Money
2 questions in this group
- What does the first visit cost?
- Do I find out the price before the work starts?
Parts and warranty
What we fit and what happens afterwards.
- 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.
Parts and warranty
2 questions in this group
- What is covered after the repair?
- Are the parts genuine?
What we cover
Which appliances, and whose side we are on.
- 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.
What we cover
4 questions in this group
- Do you work on other appliance brands?
- Do you repair heating or air conditioning?
- You talk about ducts and condensers. Which ones do you work on?
- Are you sent by the manufacturer?
Still unanswered
Ask us the one that is not here
If your question is about a specific symptom, the fastest route is the phone: describe what the appliance is doing and we will tell you on the call whether it is something we can help with. A flat $80 covers the visit and the diagnosis. It is credited toward the repair when you approve the work.
Before the estimate
What does it cost, in the shortest honest answer?
The visit is a flat $80 and it comes off the repair once you approve it. What the repair itself lands at depends on the part, and these are the bands the work below has actually fallen into. A band is not a quote: the firm figure is written down after the appliance has been opened and measured.
| Repair | Typical range |
|---|---|
| Diagnostic visit | $80 flat, credited |
| Refrigeration column sealed system | $880–$2,300 |
| Control board or touch panel | $430–$1,100 |
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
