We are now at day 5 without a working fridge and their 24/7 emergency service is non-existent... I wish their service was how they advertise it on the radio and in the store.
We purchased our fridge just 8 months ago. It was a relatively expensive one. Lowes, Sears and most other stores sold the same one but we purchased at dick van dyke because of their warranty and service the advertised. So 8 months after purchasing it the freezer started to act up and the temp kept dropping it would not stop cooling. We called for service on Tuesday and they wanted to come on Friday to look at it, my wife got them to come out the next day. The tech shows up on Wednesday and said they have had troubles with this model and it needs a circuit board. We also mention the ise maker does not shut off soon enough and ice overfills the tub ( this was more of an inconvenience, we just had to manually turn on and off the ice maker - we are not big ice users anyway) so he said he will order a timer. Thursday am we wake up to find the fridge now has stopped working and is up to 57F. We call the service dept and they say no parts have even been ordered yet, they said it would be at least more days to get the parts then schedule the install. After about 20 min of talking with the service dept they finally said they would get the parts sent over night. ( we have a 11 week old baby that cannot latch so we need a place to store breast milk safely which the service depart wen cared nothihing about ). Also I asked about the spoiled food coverage and what we needed to do to have that covered. They told us we had to save all the spoiled food for the tech to verify when he came out, pictures would not suffice. Really keep spoiled food in a 60F fridge to make an even bigger mess for us to clean. We lost way more than the $100 their warranty states they would cover. So on Friday the tech shows up with only the circuit board, there were 2 parts they originally said they needed yet they only overnight shipped one? So he installs the board and the screen on the fridge says error. He tells us it will take. 24 hours for the board to reset and the fridge to cool down. (That did not soud right because when we got it new it just plugged in and there was no error on the screen, in 6 hours the temps were all fine. ) Weil there error never went away and neither the fridge nor freezer cooled. I called service, they said they needed to wait for the ice maker part to come back out. Really? Who cares about the ice if it won't even get cold enough anyway. I thought it was mis diagnosed or the cooling repair was messed up and wanted a tech to come and just get it cooling. They said not till Monday and only if if the ice maker part came in. So I had to buy a mini fridge so we could safely keep our baby's milk somewhere. We can't cook anything because we have no where to keep any staples or left overs that need cooling. To add to my frustration I went to the store we purchased it from and they kept saying the service people have to wait on parts and their hours are only what they are. The 24/7 emergence service is not an option. All we want is a working fridge. I mentioned we were so frustrated by the service we would post it on Facebook, the sales person said go ahead, another example about this company not caring. Their techs cannot get ours working and they will not give us a new one. The service dept did just offer to bring a loaner fridge out for us to keep in our garage on Monday. Though we would have to wait 24 hours for it to cool down and would have to clean it before and after. We have no room in the garage. Plus would we really want to clean a before we use it and after rather than just use ours. We are stuck now 5 days without a working fridge. The parts they ordered are likely not going to get it cooling since they are for the ice maker. Sorry to be long winded but this is what happened, no one at the company really cared and did any thing, so buyer beware. We did purchase a stove at Sears and it had a problem and rather than wait for parts and diagnosing it they simply replaced it with a new one ASAP, we were only down for 2 days with them. Dick van dyke needs to look at their competition and learn.
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