Independent shops vs. big box repair chains, which side wins?

Read a forum post last night where a guy swore his local mom and pop fixed his fridge in 2 days for $180, but the chain quoted him $400 and a week wait. I've seen both screw up simple stuff like bad thermistors, so is it really about the shop size or just who you get on the phone? What's your experience with warranty work and callback rates between the two?

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