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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:
Our washer has broken down again. Seems that the sameday service has gone out the window, we called an had to wait two days for the serviceman to come. Then it turns that we had a major repair, both the tubs had to be replaced. That took a week to get and it took over 2 hours to repair. When they were finally done the machine still wasn't repaired and we were told that we had to wait another week. A week went by and we still hadn't heard anything, so we called. We were told that the parts were in and would have to be delivered by a seperate truck. They were going to deliver on monday, but then told us that they would not beable until wed.. When wednesday came around no word, so we called again at 4pm after staying around all day waiting. We were told that they didn't no what was going on, and would have the serviceman call us. When he called he said that parts was supposed to call us and let us no that they ordered the wrong part, which we had already figures out. So the repairman said he would get it overnight and that when it came in we would be his first service call. So on friday we called to see if parts was in, it was and we were told that we couldn't have it done until monday. What happened to first service call, now the washer is working, but leaking. Again I am told not until wednesday, not the sameday or the next but wednesday. So I asked for tuesday and she finally agreed but couldn't tell me what time, so here we are waitng again. We have had problems with this washer from the begining. Especially with viberations, I mean the washer would walk across the floor, they tried to tell me its because of our flooring. The service man this time stated that is possible the the tub was bent from the begining. I don't know why on this type of repair they just didn't replace the washer. Also we left 4 messages with customer service for a manager to call us, this never happened not once. Very disappointed customers.
RESPONSE FROM Dick Van Dyke Appliance World:
I do apologize for any inconvenience that we caused during the scheduling of your service appointment. We do strive to do same day service which would be service within 24 hours of your call to our customer service department. The same day service will apply to the initial diagnosis of the appliance, not for repairs or delivery of parts. Our technician came out and diagnosed the problem that you were having with your washer. He found that it needed a new outer tub ring. Our service department had set up for us to come there and deliver the parts on 10/08/12. We were unable to reach you on 10/8/12 when our installer was on his way to your residence. We then tried to work within your schedule requirements and set the new delivery date for 10/17/12. I do apologize that in the ordering of the second part for the bolt and pulley, the wrong part was ordered. However, we were able to have the correct part the next day and we completed the repair.
I personally want to thank you for choosing Dick Van Dyke Appliance World and hope that you will continue to do business with us. I am very sorry you had to go through these difficulties. If you have any questions or concerns regarding any of the issues discussed in this letter, please feel free to contact our customer service department at 1-217-544-8180 then choosing option 2.
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