The technician could only come at a time that was difficult for me to schedule. He did not have the part to repair my washer and said he would call me with pricing and get the ok to order. It took 24 hours for them to even get a price on a part and did not order for 36 hours. The phone agent told me the part would arrive UPS on Wednesday and the service tech would be there right after lunch to complete repairs. They did not call me, I called them after lunch and they told me the part had arrived but the tech could not come until late in the day, again a time I could not be there. The repair ended up taking the entire week. Far from the service touted on their commercials. Very dissatisfied.
RESPONSE FROM Dick Van Dyke Appliance World:
We apologize for any inconvenience we may have caused during your most recent service call. We carry approximately $250,000.00 worth of inventory in our company to expedite the repair process for our customers. Unfortunately, the part we needed to repair your machine wasn't a part that fails very often. My records indicate we have only ordered one of your parts twice in the last 9 months and one of them was for your machine. We scheduled to have our service technician run your service call the day the part arrived in our Bloomington facility. The service technician scheduled your service from between 3pm and 6pm. When you called in to find out your ETA, that is when we discovered the time frame was inconvenient for your schedule. We promptly rescheduled your appointment for the next day in the morning to work within your parameters. I understand that it took longer to process your order than I would like to see. Therefore, I will have my Customer service department call you and try to resolve your complaint to your satisfaction.
Sincerely,
John Shepherd
Sr. Vice President
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