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 $129 covers the trip and the diagnosis. If you approve the repair, that $129 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.
- Are you sent by the manufacturer?
- No. Orchard Row Kitchen Service is an independent repair company. We are not affiliated with, authorized by, or endorsed by Thermador or BSH Home Appliances.
What we cover
2 questions in this group
- Do you work on other appliance brands?
- 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 $129 covers the visit and the diagnosis. It is credited toward the repair when you approve the work.
