I called Dick Van Dyke appliance at Bloomington to fix my electric dryer. I really wasn't expecting much since another company had worked on the dryer and after two visits couldn't figure out the problem. Last week the technician arrived gave an estimate and said the part would probably be in by Wednesday. Wednesday comes and no call. He leaves the dryer out blocking the refrigerator. So I call on Thursday to find out when they could come out. I get an answering machine that says to call back after 8am at 8:30am. So when I call to check at 4:30pm the guy answering the phone says he has no idea when to expect service since he has called and left messages with the parts dept and the technician and they have not called back. I ask "What can I do to facilitate getting my dryer fixed?" and he said I could leave a message at the parts dept.
RESPONSE FROM Dick Van Dyke Appliance World:
I apologize for the inconvenience we may have caused during your most recent experience with our company. I have reviewed the circumstances surrounding your service call and it appears you declined the repair. According to our records our service technician diagnosed your appliance and we called you with an estimate. When our parts clerk gave you the estimate we documented you declined repair because of the expense associated with the service. When we have a situation where the customer declines to repair their appliance we give them a $25 service call coupon. The coupon can be used towards the purchase of a new appliance at any of our stores. I feel our service technician accurately diagnosed your appliance and gave you an estimate to repair the appliance after one visit to your home. Our repair warranty ensures that we make an accurate diagnosis. If we misdiagnose the appliance we will refund our customers their money or give them an in-store credit towards the purchase of a new appliance. We strive to satisfy everyone we meet, but I believe the previous service company misdiagnosing the appliance two times previously made the situation worse. We hope the next time you need service you will call us first and we will eliminate the unnecessary trips and inconvenience you dealt with during your last repair.
Sincerely,
John Shepherd
Sr. Vice President
Dick Van Dyke Inc.
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