At AAA Appliance, we believe in honest communication, no surprises, and helping our customers feel informed every step of the way. One of the most common (and frustrating) challenges in today’s repair world is appliance part backorders—especially for electronic control boards and specialty components.

This page breaks down what a backordered part means, how we handle refunds and service call fees, and what you can expect when a repair is delayed.

What Does “Backordered” Mean?

A part is considered backordered when it is not currently in stock with the manufacturer or distributor, and there is no guaranteed restock or ship date. This often occurs when:

  • The part is from a discontinued appliance model
  • The item is in limited production or high demand
  • Manufacturing or supply chain delays have disrupted availability
  • The component contains electronics or specialty materials

Unlike a simple shipping delay, a backorder means no one in the industry—us included—can get the part until it becomes available again.

Can You Order the Part Before the Diagnosis?

We understand the desire to move quickly—but due to manufacturer and distributor policies, many electronic parts and boards are non-returnable once shipped. Because of this, we do not preorder high-risk parts before completing an in-person diagnosis.

This protects our customers from being charged for expensive, non-returnable items that may not be needed.

What Happens If My Part Is Backordered?

If we discover that the part needed for your repair is backordered, we will:

  • Notify you promptly
  • Give you the option to wait for availability or cancel the repair
  • Refund your deposit in full if you choose not to proceed
  • Only retain the original service call fee, which covers diagnosis

We never charge for shipping, restocking, or unused parts in backorder situations.

Why Is the Service Call Fee Non-Refundable?

Our service call fee includes:

  • Travel to your location
  • A professional diagnosis of your appliance
  • Time spent inspecting, testing, and explaining the issue
  • A detailed estimate and repair recommendation

Even if the part is later found to be unavailable, the service call and diagnosis were still performed. Like a doctor’s visit, the fee reflects the expertise and time of our technician.

Do I Need to Return the Old Part After Replacement?

Yes—some components, like control boards, include a core charge (similar to car batteries). This is a refundable deposit we pay to the distributor, and we are only reimbursed if we return the old part.

We will explain this during your repair and provide instructions for how to return the part if we do not collect it during installation.

Our Commitment to Transparency and Trust

We know it’s frustrating when a repair can’t be completed quickly. But we promise to:

  • Communicate clearly and honestly about all delays
  • Never charge you for something you didn’t receive
  • Offer fair and transparent policies on deposits and refunds
  • Stand by the quality of our diagnosis and the value of our time

Need Help with an Appliance Issue?

Whether you’re dealing with a current backorder or simply want honest advice on a potential repair, our team is here to support you with professionalism, integrity, and care.

FAQ: Backordered Parts & Refunds

What does it mean when a part is on backorder?

A backordered part means the manufacturer or distributor is currently out of stock and does not have a confirmed restock date. This is different from a shipping delay. When a part is backordered, it may take days, weeks, or longer to become available—depending on the brand, appliance model, and part type.

Why do parts go on backorder?

Parts can go on backorder for a variety of reasons, including:

  • Limited production runs for discontinued models
  • Supply chain disruptions or delays in manufacturing
  • Increased demand for certain components
  • Tariffs or import restrictions on specific materials
    This is a growing industry-wide issue, especially with control boards and electronics.

Can you preorder parts before the service call?

For most parts, no. Some electronic parts and control boards are non-returnable once shipped due to distributor policies. To avoid customers being stuck with non-refundable parts they may not need, we only order parts after a confirmed diagnosis by our technician.

What happens to my deposit if the part is backordered?

If a part is backordered and you decide not to wait for the repair:

  • Your deposit will be refunded in full
  • You are not charged for shipping or restocking
  • The service call fee still applies, as it covers the time and expertise of the technician who diagnosed your issue

Can I get a full refund including the service call if the part is unavailable?

The service call fee is not refundable. This fee covers the technician’s time to travel to your location, perform a full diagnostic, and provide a repair recommendation. Even if the part ends up being unavailable or delayed, the diagnostic service has been completed.

What’s included in the service call fee?

Our service call fee includes:

  • Travel to your home or business
  • Full diagnostic testing of your appliance
  • A clear explanation of the issue and recommended next steps
  • A written estimate for any needed repair

Do I have to return the old part if it’s replaced?

Some parts, like control boards, come with a core charge—similar to a car battery. We return the old part to the distributor to avoid additional charges, so we ask that customers save and return it after the repair.