Albert Lee Appliance - Customer Relations

Customer Service FAQ’s

How do I get a manual if it is missing?
How do I get part(s) for my appliance?
Can I buy an extended warranty for my appliance?
What do I do if my home is damaged during delivery?
What do I do if my appliance is damaged?
What do I do if my appliance needs service?

Sales FAQ’s

Do my appliances have a warranty?
Can you special order appliances?
Can I order an appliance by phone?
Do you only carry major home appliances?
What are my payment options?
Is delivery available?
How do I get rid of my old appliance?
Does Albert Lee Appliance have a price match guarantee?
What should I know before purchasing an appliance?

Service/Parts FAQ’s

Is my appliance in warranty?
What is covered in warranty?
Where can I get service parts?
When can you service my appliance?
What time of day do you book appointments?
What does the service fee include?
What is expected to be paid on the first visit?
Why do I have to pay if my unit is in warranty?
Why has my part for service been on backorder so long?
What is you service warranty on work completed?
What is the warranty on replacement parts?

Customer Service FAQ’s

How do I get a manual if it is missing?
If the owner guide/manual is missing from your appliance, you can download the manual from the manufacturers’ website.
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How do I get part(s) for my appliance?
You can obtain parts from Albert Lee Appliance’s mail order facility by calling 1-888-321-3314. If the Parts Department does not supply parts for your specific unit, please call Customer Service at (206) 282-2110. Please note if you are still within manufacturer warranty, the parts you need may be covered.
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Can I buy an extended warranty for my appliance?
Extended warranties can be purchased from Albert Lee Appliance at the time of purchase or within 30 days of that purchase starting at $49.99. If you seek an extended warranty after this time frame, the manufacturers may offer an extended warranty of their own. Please contact the manufacturer direct for specifics on length of coverage and pricing.
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What do I do if my home is damaged during delivery?
If your home is damaged during delivery, please contact Customer Service at (206) 282-2110 while the delivery crew is still present in the home.
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What do I do if my appliance is damaged?
Please uncrate and inspect your appliance before accepting delivery. If your appliance is damaged at time of delivery, please contact Customer Service at (206) 282-2110. If you are picking up appliances at one of our four locations, please uncrate and inspect the appliance before accepting it.
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What do I do if my appliance needs service?
If your appliance needs service, please contact Customer Service at (206) 282-2110 for service options.
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Sales FAQ’s

Do my appliances have a warranty?
The manufacturer provides a full parts and labor warranty for one year on most factory products. In addition, all appliances qualify for Albert Lee Appliance’s extended warranty provided through NSI Protection Plus. Our team of Sales Specialists will be glad to explain the warranty and extended warranty on your appliance purchase.
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Can you special order appliances?
Yes. Please contact a Sales Specialist at one of our four locations to assist you with your special order needs.
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Can I order an appliance by phone?
Yes. Any product Albert Lee Appliance carries may be purchased via phone. Some items such as special order, clearance, and displays may require a signature of release prior to ordering.
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Do you only carry major home appliances?
We sell most parts and accessories available for all major home appliances, in addition to air conditioners and BBQ grills. If you cannot find what you are looking for please call one of our four locations and we will point you in the right direction.
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What are my payment options?
Albert Lee Appliance accepts cash, personal & travelers checks, Visa, Discover, MasterCard and American Express. Financing is available everyday OAC.
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Is delivery available?
Yes. Our prices include free delivery in our local area, free basic hook-up (built-in appliances not included) and haul away. Delivery to areas outside of our local area is available for a nominal fee. Our professional delivery teams are factory trained and certified.
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How do I get rid of my old appliance?
If you have Albert Lee Appliance deliver your new appliances, we will gladly remove your old appliance on a one-for-one basis and recycle the appliance at our local facility. If you choose to make your own delivery arrangements, you may drop off your old appliance at our recycling center at no charge. Our Albert Lee Appliance sales team can supply more information including schedules and fees for our curbside, as well as quantity collection and drop-off programs for additional appliances you may want to recycle.
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Does Albert Lee Appliance have a price match guarantee?
We guarantee our everyday competitive prices. If you find a lower price on an identical item of interest at any local retail competitor that has the exact item in stock, we’ll match their price. Bring in the competitor’s current ad/quote or we can call to verify the item’s price that you have found. Price guarantees honored at all Albert Lee Appliance retail locations.

Exclusions:

Albert Lee Appliance will not price match competitor’s bonus offers, free offers, special offers, rebates, financing offers, clearance or closeout pricing. We will not match prices on used or damaged merchandise, display merchandise, service contracts, installation, delivery, or assembly services.
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What should I know before purchasing an appliance?
Several things to consider before buying a major appliance:

Take advantage of our comprehensive site to check model specifications and installation guides or call our knowledgeable appliance Sales Specialists at one of our four locations.
Measure your space before deciding on a model you will buy. Carefully measure the area in which your appliance will be placed.
Measure all door jams and areas that the appliance will need to travel through before it reaches its final destination.
Confirm your utilities, voltage/plug type.
Determine if your house or apartment is wired with gas or electric connections.
Check to see what the correct voltage is and the plug type of the outlet that you will be using before purchase.

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Service/Parts FAQ’s

Is my appliance in warranty?
Each manufacturer has its own limited warranty. Your owner’s manual is the most direct resource to review warranty information on your model. The manufacturers’ website and/or 800# to the manufacturers Customer Service Department will be the most direct source on warranty questions.
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What is covered in warranty?
Please read your owner’s manual to find what is covered under warranty. Not all service calls are covered.
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Where can I get service parts?
Albert Lee Appliance offers a toll free number 888-321-3314 for ordering parts through a national parts distributor. You will need the model and serial number along with description of the problem you are encountering to help identify the part you need. With your approval, the parts are shipped directly to your door. Most domestic brands are available, however not all brands we carry are available with this service. You can also contact the manufacturer to obtain a parts source for your appliance.
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When can you service my appliance?
We schedule service Monday through Saturdays from 9am – 4pm. The actual date and time are determined by your address, service to be done and currently scheduled service.
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What time of day do you book appointments?
At the time of initial scheduling we will ask your preference of an AM (9am to 12pm) or PM (1pm to 4pm) time slot. You will receive a confirmation call the working day before your scheduled appointment with a 2 hour window we anticipate arriving within. If you are not available, a voicemail will be left on the phone number(s) provided. This time window is determined by scheduled calls, type of service expected to be performed and your physical location.
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What does the service fee include?
Our service fee covers the expense of scheduling, driving, service training, service licensing and researching the repair of an appliance. This is a one-time fee that is charged on the first visit.
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What is expected to be paid on the first visit?
Our service fee must be collected on the first visit. Any part(s) that must be ordered to complete a job will need to be pre-paid to complete the job. Any estimate of labor to complete the job will not be paid until the appliance has had the work completed.
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Why do I have to pay if my unit is in warranty?
Please refer to your warranty coverage listed by your manufacturer. This will list specific items your warranty will not cover. Warranty service pays for the service diagnosis and repair of covered items. It does not pay for the removal of appliance to access repair or additional time needed to get to the residence if not in a single family home.
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Why has my part for service been on backorder so long?
All manufacturers strive to keep the most common parts available for repair.
Reasons a part is backordered:

The part ordered is not a common request due to new product on the market or an older product.
Cosmetic and structural parts (doors, panels, frames, knobs) that are used on my many different models.
Limited distribution by some manufacturers to control quality and cost who may not be local or in the country.

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What is you service warranty on work completed?
We warranty the service call for 30 days from date of completion. If the same problem appears on the same appliance within 30 days we will return without charging a service fee to re-diagnose the service issue. Any additional parts or additional service labor that may be needed is charged at current rates.
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What is the warranty on replacement parts?
Parts that are replaced under warranty are covered for the remainder of the original new warranty. Parts replaced under a paid service call are warranted by the manufacturer for 90 days or what the manufacturer declares.
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Installation FAQ’s

Do you offer installation?
Yes. Albert Lee Appliance Installation team has a cumulative experience level of over 65 years in the appliance industry. Our installers are Washington State licensed electricians and certified by several manufacturers for their product lines.
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What does the installation include?
All installations include the delivery of your new appliance at the time of the install and the haul away (1 for 1) of your old appliance. Different appliances have different installation requirements for plumbing, electrical, gas, ducting, and cabinetry. Our standard installations include the basic parts (DW elbow, hose clamps etc.) to connect your appliance to the existing plumbing, electrical, gas and cabinetry. Your new appliance will be leveled, mounted and secured in the existing cabinet and fully tested.
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How much is installation?
There are additional charges for installation of your built in appliance. You can contact an Albert Lee Appliance Sales Specialist for specific pricing. Some installations require an on-site visit and a bid specific to your installation needs. These bids can be arranged through our Installation Department at (206) 706-2532 x 1709.
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Will my new appliance fit?
It is important to follow the manufacturer specifications for a proper installation of your new appliance. Although appliance manufacturers have made efforts toward basic standardization, no two 30” ovens are the same. When retrofitting, quite often the cut out dimensions, along with the plumbing, electrical, and ducting hookups will need to be altered. For new construction or remodels your contractor should have all of the correct model numbers and corresponding specifications to build your kitchen to fit your new appliances.
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When will my appliances be installed?
Once scheduled with a Sales Specialist, installation routes are called the day prior to the scheduled installation with a two hour window for their actual arrival.
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