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Businiess name:
Dick Van Dyke Appliance World
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Review by:
citysearch c.
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Review content:
8/10: I called for service before 10 a.m. but they couldn't fit us in that day. We had plans for 8/11 to we make an appointment for the service tech. to come on 8/13. 8/13: He said our machine needed the motherboard replaced and he would call back THE NEXT DAY with an estimate (why not have an estimate right then?). 8/14: He called back with $240 estimate. My husband wanted to discuss it with me so said he would call back. He left a voicemail for tech. saying we wanted him to order the part but please call back - no return call. 8/15: I called repair dept. to be sure the tech ordered part and he had. We left a message for the parts dept. about when we might expect the part to arrive and were told the part would be in the next day but we could call back to confirm and see if we could get on the schedule ASAP. 8/16: I called repair dept. who said the part was ordered THAT MORNING and would be in in 2-5 business days. I called back and talked to HILLARY in parts dept who correctly affirmed that part was ordered the day before and may be in that morning. She offered to call me back to confirm when her delivery person arrived. HILLARY called back and said part didn't come, not in stock, so she ordered from another distributor and had them ship the part next day air. She said it should be in on Friday and she would ask the repair dept. if they would schedule us for a Friday appointment even though the part wasn't actually there yet b/c we had been waiting so long. 8/17: Called Hillary and she said part hadn't come FedEx shipment so she was going to call the distributer and see how they sent it and call me back. She called back in a few minutes and said they sent it UPS and it would be there by noon. She transferred me to the repair dept. with instructions to request from the manager an appointment ASAP since we had waited so long. I talked with Tony in Repairs who offered installation next week. I told him to please contact his manager about fitting us in today or having a different tech. come on Sat. b/c it had been a week since our washing machine had worked. He did so and called back saying they could fit us in that afternoon. So, what have I learned? 1. The commercials stating "my appliance was fixed the same day" must be few and far between. 2. Go ahead and ask for what you want b/c they may actually be able to do it even though they initially say they can't. 3. Hillary deserves a raise, a bonus or at least a free lunch for going above and beyond the call of duty and for knowing her job inside and out (as well as the jobs of her co-workers).
RESPONSE FROM Dick Van Dyke Appliance World:
Mrs. Paulson,
We apologize for any inconvenience you may have experienced during your most recent service repair. I am happy that Hillary was able to go above and beyond to try to assist you with you service request. We advertise that we offer service within 24 hours on any major appliance. However, we are unable to stock every part that is installed on your appliance. We have an extensive supply of the most commonly used parts on our trucks for immediate repair. However, occasionally like in your case we needed to order the parts from our supplier. I will turn this over to my Customer service supervisor to call you and work out the arrangements for the repair. Again, I apologize for any inconvenience we may have caused, and I hope that we will be able to earn your patronage in the future.
John Shepherd
Sr. Vice President
Dick Van Dyke Inc.
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