Wow I have never had a more unpleasant experience working with an appliance dealer in my entire 50 years of life. If I could give no stars, I would have done that!! I purchased a Samsung Washer and Dryer (models WF457ARGSWR and DV457GVGSWR from Dick Van Dyke in their Champaign store on 4/3/13. I was promised the washer and dryer would be installed on 4/6/13. They had to order the washer and dryer in so no problem. I called on the 5th because I had not heard from Dick Van Dyke and found that the washer and dryer would not be delivered on 4/6/13 because they did not come in. I called again on 4/8/13 (because I had not heard anything again from Dick Van Dyke) and found that they were delivered to their warehouse and that they could install them on 4/9/13. So I took a day off of work to meet them to do the install. At this point I had been without a washer and dryer for over a week and one half.
Ok so now on 4/9/13 I have a working washer and dryer and I was somewhat happy. Happy I now have a washer and dryer and unhappy since it took longer to receive it. BUT a month later on 5/17/13, the dryer stops working. It will not turn on. I checked power (it was fine). I called Dick Van Dyke service who I purchased the washer and dryer from and I was told initially that it would be 2 days before they could come and look at it. I told them that I purchased the washer and dryer through Dick Van Dyke because they waive the service fee and have same day service provided you call by 12pm. I called at 10am. When I asked them about that, they agreed to come out the same day and a technician would be in my area and to expect him in the afternoon. Another day off work. I called back to Dick Van Dyke at 5pm when I had not heard or seen a technician and was told that he would still be there that they were really busy but the technician would still be coming. The technician showed up after 6pm. He found that there was nothing wrong with the power and that the dryer would not turn on. He took it apart and found nothing wrong with it and put it back together. It worked for about 15 seconds and then failed again. He said he would need to order parts for it. I said let me know when I need to take another day off work for him to replace the parts. I called back again 2 days later when I did not receive a call back from Dick Van Dyke and was told that at first the parts would be there in 2 days and then the parts were back ordered and would take 4 - 6 weeks to be delivered. I asked Dick Van Dyke to intervene and help me get my dryer fixed! I was told that I could file a complaint through them to Samsung, but I might be able to get something done quicker by complaining to Samsung myself. So I filed a complaint with Samsung. I was transferred to Executive Customer Service where I received a ticket number for the complaint and told Dick Van Dyke. I had to send in information that only Dick Van Dyke had available on the service of the dryer. So a complaint was filed through Dick Van Dyke to Samsung with my ticket complaint number. I received word back from Samsung that they received the information. And it took another 5 days for them to get back with me to authorize a reimbursement for the dryer. I called them back and said I didn't want a reimbursement, I wanted a replacement. They told me that they could not complete a replacement because Dick Van Dyke is not an authorized Samsung exchange agent so my only recourse was to get a reimbursement. It took another 3 days for the email to come to jump through another hoop by submitting more information back to them before an authorization for a check to be cut could be done. I submitted that information and then received another email a few days later that I needed to submit one more authorization to refund request form that included the serial number sticker off of the dryer and a picture of the power cord that I was told I had to cut to make sure I didn't resell the dryer. I submitted this information to Samsung.
All the while I had been communicating with Dick Van Dyke trying to get them to get me another dryer. They would not work with me. After waiting a week to get another response back from Dick Van Dyke, I went to the corporate offices in Springfield and sat down with Tiffany Ogden about this whole ordeal. She restated that Dick Van Dyke would do nothing for me! I asked that I could get another dryer! I asked that I get back my old dryer while I am waiting 10-14 business days for the refund check, she said it was not available. I was told that since I did not have an extended warranty with Dick Van Dyke for the washer and dryer, there was nothing that they would do to help me! So I asked if I had purchased the 5/10 year warranty that they would not offer me for free, then there might have been more that they could have done for me but since I only had the manufacturers warranty, they would DO NOTHING!! This is completely unsatisfactory!! An appliance dealer should stand behind the appliances that they carry and should work with the customer when they have any level of difficulty with the appliance that was purchased.
I WILL NEVER STEP INTO AND PURCHASE ANOTHER APPLIANCE FROM DICK VAN DYKE APPLIANCE WORLD AND WILL TELL ALL OF MY FRIENDS AND FAMILY THE SAME!! AND I WILL NOT BE USING MY REIMBURSEMENT MONEY TO BUY THE DRYER AGAIN FROM DICK VAN DYKE!!
RESPONSE FROM Dick Van Dyke Appliance World:
We apologize for any inconvenience we may have caused during your most recent appliance purchase. I have spoken to all of my employees that were involved with your sales and service experience. It appears our company wasn't the first company you attempted to buy your appliances from. My sales team indicated that you only came into our store to look at the Samsung appliances after you purchased them locally at the BIG MALL store. It appears the BIG MALL store also experienced issues with availability from their suppliers which lead you to cancel your order with them.
Our sales team hearing the frustration in your voice from working with the BIG MALL store tried to show you appliances that offer excellent factory support. My sales team said that you wanted the Samsung appliance regardless of your previous frustrations with the BIG MALL store. We expedited the appliance shipping methods to meet your delivery date expectations. We scheduled the appliances to be delivered after the appropriate down payments and financing paperwork was completed. However, the appliances arrived one day later than originally agreed upon because it took you and additional day to fill out all of the financing paperwork.
Again, I apologize for the frustration you felt dealing with your Samsung appliances. However, Dick Van Dyke Inc. worked with the manufacture to assist you with getting your money reimbursed. We also made numerous telephone calls on your behalf to try to expedite the reimbursement process.
We appreciate your business and wish you the best with your next appliance purchase.
Sincerely,
John Shepherd
Sr. Vice President
Dick Van Dyke Inc.
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