I called Dick Van Dyke (DVD) when my refridgerator stopped cooling. DVD installed a new circuit board to fix the defrosting issue that prevented it from cooling properly. A period of a couple months went by where the refridgerator was not used (it's a rental house), when the refridgerator was used again it experienced the same issues as before and for the 2nd time the refridgerator quit. I called DVD to sschedule another apointment and after troubleshooting the fridge, the tech replaced the circuit board again. About a week and a half later the refridgerator stopped cooling for the 3rd time. This time, the tech called Fridgidare to help diagnose the issue. Fridgidare indicated a kit needed to be installed (at the same time as the circuit board) in order for the circuit board to work effictively. At this point, I have used 10 hours of my vacation time to meet DVD for the service calls, spent $400 on parts and labor, and thrown away $200 in bad food after DVD's initial repair. I understand mistakes happen, so I called DVD to see how we could fix the issue. Michelle, the service manager, was willing to offer $81 torwads a new circuit board and kit. I explained to Michelle that DVD is responsible for purchasing/installing the right equipment and I am not liable for negligence between them and Fridgidare. She blamed Fridgidare and was unwilling to offer anything more than $81. I went to DVD seeking customer service, when trouble arose I found that Michelle is more concerned about her budget than her customers. I have escallated this with DVD and I hope they can do the right thing. I am concerned that when things go bad with other customers, which happens, customers will find Michelle (Service Manager) only cares about saving money. I would advise people to read other feedback, see how well Michelle resolves customer service issues for others, and decide if you are ok with the possibility of working with Michelle to resolve your issue. Aside from Michelle, I have worked with 3 different people from DVD. All of them have been outstanding.
RESPONSE FROM Dick Van Dyke Appliance World:
The repair to your refrigerator in November isn't related to the most recent issue. When a refrigerator quits cooling a whole host of mechanical/electrical parts can cause the same symptoms. When I spoke with you about the repair in November and the most recent repair it didn't seem possible the two were connected. If the diagnosis and repair in November were inaccurate the refrigerator would have stopped functioning within a week. When we spoke you notified me the refrigerator worked within specifications for over a month and half before the new service call was placed. I feel the kit supplied by Frigidaire should have been installed on the second repair, but we installed the same board that we installed in November. The service technician called Frigidaire when the second board didn't repair the refrigerator and found out they had a kit available. This seems consistent with the amount of time that transpired between repairs. The first repair lasted roughly 1 1/2 months and the 2nd repair lasted one week. I apologize that Michel wasn't able to work out a resolution. We advertise that you get the "Whole Store" and I am glad we were able to talk and work out an agreement to your satisfaction. Thank you for your survey and your future patronage.
Sincerely,
John S
Sr. Vice President
Dick Van Dyke Appliance World
more