I love my new washer dryer. The only problem was communication for the delivery. Even though I told the sales person on the phone that I would note be home for the delivery I did tell him that my contractor was there and there was a question of venting the dryer to the side or the back. This could not be determined until the dryer was there because of the extremely small space involved. I was told that if it had to be changed from the side to the back that they would have to take the dryer back to the warehouse to be done by a technician since that isn't done in the field. So someone called my home to see if I was there (obviously I wasn't) and since no one answered they didn't send the men to my house to deliver. I came home at 5:45 and fortunately the delivery man came by 5min later and told me that no one answered the phone. By now my contractor was long gone and I had to set up another delivery date. Dan was the delivery person and he was AWESOME! He WAS also a technician and said that he could have fixed it there. He did everything he could to make sure this didn't happen again. This problem was when I called the store again to set this up, they again said that they couldn't guarantee that a service person would be there. I kept feeling like it was "this is what we do". After spending a LOT of money on these machines and the delivery person verifying that there was some complications, I feel that a little more personal service and help to rectify this was called for. Fortunately Dan made sure he was there for the second delivery and it went well. Bless Dan for HIS service.
RESPONSE FROM Dick Van Dyke Appliance World:
Hi Patricia, Dan did his best to be at your home while your contractor was also in the house. In appliance installation, as with contractor/builder jobs, windows of time are hard to guarantee while maintaining quality of service, which is why we give an ETA. As you recall, we did reset and make sure that you were the first call so that both our installer and your contractor would be in the home in the morning. Lining up technical schedules later in the day requires two full day schedules to go according to plan which doesn't always go perfectly. Fortunately, the morning schedule worked for everyone and the install went smoothly.
Sincerely,
Paul Rieken
Sales Division Manager
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