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Rant: tech support told a customer a 2019 board swap was 'plug and play' and now I'm the bad guy
Last Thursday I was at a lady's house in Mesa fixing a dryer that wouldn't heat, and while I had the multimeter out she played me a voicemail from the place she bought the control board. The guy on the recording said it was plug and play and any tech could drop it in. I have done this 12 years and that board had a different wiring harness, so I had to re pin 4 connectors and pull a jumper before it would even power on. She paid $170 for the board and another $95 for my callback because the first install fried a fuse. Now she thinks every repair guy is out to upsell her. Half the trade says just quote the swap flat and let the customer deal with the mess, the other half says never touch a part you didn't source yourself. I'm stuck in the middle. Do you eat the extra labor when a supplier lies about fitment, or do you bill it and take the hit on your name?
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