JB Appliance Solutions

Roper Dryer Repair in Wilson, NC

Follow us to see a typical customer experience with an appliance repair from JB Appliance Solutions. This article will help you to understand what to expect from the time you first contact us, until your appliance is repaired and operating properly again. In this example, a customer called from Wilson with a Roper dryer problem.

Issue: Roper Dryer Won't Turn On

This customer called JB Appliance Solutions to report that their Roper dryer wouldn’t turn on when they tried to use it. Our customer service rep asked a few questions to get the necessary information to schedule a service call and helped the customer find the model number, which they were then able to read for our rep to note to help the appliance repair technician be better prepared for the call and more likely to be able to fix it on the first visit. After confirming all the information, the CSR scheduled an appointment for the following day and told the customer to expect a text message letting them know when the service technician was on his way to their home. 

Cause: Failed Heating Element & Thermal Fuse

After arriving and greeting the customer, our technician was able to get to work and quickly determine the cause. The dryer’s heating element had failed and shorted, which caused the dryer to overheat.  When a dryer overheats, there is a safety device known as a thermal fuse which blows and prevents the dryer from getting hot enough to cause a fire.  When that thermal fuse blows, the dryer quits operating at all, which was the customer’s complaint.

The JB Appliance Solutions technician confirmed that the element had shorted & failed, and had also caused the thermal fuse to blow. Since the model number and complaint was known in advance, he came prepared with the correct parts to repair the dryer immediately once the customer approved the repair.

Solution: Replaced Heating Element & Thermal Fuse, Cleaned The Dryer

The technician explained what he had found and showed them the failed and burnt element. He provided the exact price for the repair and the repair was approved. The Roper dryer was already disassembled for the diagnosis, and was soon back in perfect running order with a new element and thermal fuse. Additionally, the technician made sure that all excess lint was cleaned from the dryer while it was apart and then reassembled and ran the dryer for several minutes and confirmed that it was operating and heating properly, and demonstrated it to the customer.

Another Happy Customer

The #1 goal for everyone on the JB Appliance Solutions team is that every customer experience is positive and every customer is happy after their repair is completed. The customer’s first interaction with us is with the CSR when they call for help with their appliance problem. When this customer in Wilson called about their Roper dryer issue, our CSR listened attentively and obtained all the information necessary to pass on to the technician, and then scheduled the appointment at a convenient time for them. The CSR provided the appointment information and the assigned technician’s name, and let them know they’d be receiving a text and email confirming the appointment, and another text when the technician was on his way to their home the next morning.

With all the information obtained during the initial call, the technician was prepared in advance and was able to quickly diagnose the problem and determine the solution. He explained to the customer what the issue was, showed them the failed part and provided an itemized repair cost. Once approval was given, the repair was quickly completed with parts from the truck and the now operating dryer was demonstrated to the customer. Another successful service call and another happy customer!

Justin Barber

Justin is the owner of JB Appliance Solutions and has 11+ years of appliance repair experience. In his spare time, he enjoys camping and spending time with his family.

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Monday to Friday: 8am – 5pm
Saturday & Sunday: Closed

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