MADISON (WKOW) -
When a service technician told Eugene Bohen he needed an expensive part for his washing machine, and that the $440 repair would be about the same price as a new washer, Bohen trusted his instincts instead of the service guy.
A second opinion resulted in the installation of a $19 part and a fixed washing machine, and Bohens persistence led a refund for the initial service call.
"It would fill, go through the cycles: empty, spin. It just wouldn't agitate," Eugene said of his washer.
He says he noticed the problem in late June, but the local dealer who had sold it to him couldn't come out that day. So he had a technician from a big box store come look at it while his wife was at home.
"(he) Told her she needed a new machine, or it would be $440 to repair this machine."
Bohen's wife ordered a new washer from the big box chain.
But after talking about it, the couple didn't feel good about that decision, because their washer was only five years old and only had a problem during the one cycle.
So Eugene had the local dealer come out for a second opinion.
"Looked at it. Took the agitator off. Said the coupling's broke. $19 for the part," Bohen said.
After labor, the Bohen's got the washing machine fixed for less than $100.
But Eugene no longer wanted to pay the $79 fee the big chain had charged to come look at his machine. He was offered a $50 gift card, but that didn't satisfy him.
"Ya know, I wanted to protect other people from something like this going on."
So, he made a Call For Action.
"I'd seen a couple of your segments on how you had helped other people," he said.
Eugene also called the Better Business Bureau, and within weeks received a letter from the chain admitting its "technician misdiagnosed the problem" and that the technician would be "coached on the error".
The Bohens also got their refund for the service call.
27 News called the big box store Wednesday to ask why a salesperson came with the technician and if this was common policy, but our call was not returned that day.
If you have a consumer complaint and want to make a Call For Action, the number is (608) 661-2727.
Or you can fill out the online consumer complaint form at www.wkow.com. Just scroll over the tab that says "Consumer" and click on "Call For Action".
Our team of CFA volunteers man the phone lines from 11:00 a.m. to 1:00 p.m. every Monday, Wednesday and Friday. But you can call anytime and leave a message, and one of the volunteers will return your call.
