Bitter Neumann service fees are based on an industry standard retail pricing system. This system allows fair pricing to you, the customer, regardless of the speed of the technician. This creates an incentive for the service technician to make a good diagnosis of the problem. Initially, a diagnostic fee is assessed based on your location. This fee includes travel to the product to be serviced and the time needed to determine the necessary repair. The service technician will then supply you with a quote for repairs. You have the option to decline the repair and pay only the diagnostic fee, or choose the repair quoted. If, for some reason, the technician finds additional problems, a new quote will be provided. If the revised quote for repair isn’t accepted, the option to pay only the diagnostic fee remains.
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 e-mail or call with any additional needed information. We typically offer an AM (9:00 - 12:00) or a PM (after 12:00) time slot. The technician can usually perform up to two calls in the AM time slot and four in the PM time slot. 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. On the day that service is scheduled, the technician will 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 our service department at (920) 459-2488 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 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.
Bitter Neumann stocks a large inventory of appliance parts. However, each appliance manufacturer uses many different parts that may not be stocked by the parts distributor. Your technician will order your parts either the day the unit is serviced or the next working day. Please feel free to call our Service Department to get a projected arrival date. Once your part(s) has been ordered, you will be notified to set up an installation time, based on the part’s estimated time of arrival. Please note most non-stock parts take 7-10 working days to be shipped and are contingent upon availability. Occasionally, parts are no longer available for some products.
Payment is due at time of service unless other payment arrangements have been made with Bitter Neumann’s service advisor. If parts are required, the initial service fee is due at time of diagnosis of the problem. Parts can then be ordered. Repairs over $400 require customer approval in writing. A signature on the service call invoice will suffice. Special order parts require advance payment. Payment in full is due at completion of service. We accept MasterCard, Visa, Discover, check, or cash.
At Bitter Neumann 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, your technician will return free of charge. Labor warranty only applies to the same component. Additional parts needed to repair would be an additional cost. Parts warranty is specific to each brand.
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