I left a derogatory review last week after thinking that my appliance was finally repaired after a week of delays. However, it was not. Now it's been another week of delays. Delay #1 came when we notified our tech on Tuesday that we wanted the part ordered. The techs turn in paperwork the following morning (no electronic communication) but he was off on Wednesday. Yet again, Hillary in Parts tried to go above and beyond to help me out but her hands were tied. So the part we knew we needed on Tuesday morning wasn't ordered until Thursday. Delay #2: Never, in these 2 frustrating weeks, have I experienced anywhere near their "guaranteed service within 24 hours." The part is now in (Friday) and I will wait over 24 hours for it to be installed. I will never again use Dick Van Dyke Appliance World for sales or service - never!! Again, the only bright spot and the only reason I gave 2 stars for service rather than 1 star was because of Hillary in Parts. She's on top of things and will go above and beyond her call of duty to help out. I'm planning to send her a thank-you note for her services.
RESPONSE FROM Dick Van Dyke Appliance World:
Mrs. Paulson,
I have asked my Customer service supervisor to contact from your previous survey and we are going to repair your appliance at a much reduced cost. I feel that is the least we can do for all of the inconvenience you have gone through. You service technician will handle taking care of everything when he fixes your appliance on Aug 25, 2012. If you are not completely satisfied with our company after this next visit you may reach me at (800) 847-4994 opt 2. I again apologize for the inconvenience and hope that our token of appreciation for your patronage salvages your business with our company. We value you as a customer and want to resolve this situation as quickly and as professionally as possible.
John Shepherd
Sr. Vice President
Dick Van Dyke Inc.
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