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Businiess name:
Dick Van Dyke Appliance World
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Review by:
citysearch c.
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Review content:
Have way to many things to list so here is a summary, bought washer, installed in new house, used for first time, never worked, took back(we live an hour away and had to go to Springfield). Lady at store said call customer service handed me a phone and basically said I'm busy and walked off. argued with 3 different people on phone- said we could return it and pay a 20% re stock fee. after half an hour finally was told we could bring it to service center and tech would look at it. Tiffany very rude (as was I because now we are up too about an hour and a half) did not even stop to talk to us ,just walked past and talked on the way by. dealt with some real rude employees on something that should have been a real easy swap out. First and last time we buy anything from Dick Van Dyke
RESPONSE FROM Dick Van Dyke Appliance World:
I apologize that you feel we didn't respond to your request in a professional manner. Each manufacture requires all of their service companies to diagnose their appliances before an exchange is considered. My records indicate that you purchased your appliance on September 23, 2013. We were notified on October 15,2013 that you were having issues with your new appliance when you brought it to our store in a trailer demanding an exchange. My customer service team tried to explain to you that we would need to diagnose the appliance before an exchange would be considered. However, you demanded an exchange without giving us the opportunity to diagnose the appliance. My customer service team understands the requirements the manufactures places on their servicers and we only authorized the repair. We diagnosed and repaired your appliance within thirty minutes of arriving at our facility. I regret that you feel we didn't offer the type of service you were expecting. It does appear from speaking with my staff members that the only option you were interested in was to receive a new appliance without hesitation. We appreciate your patronage and hope to earn back your business in the future.
John Shepherd
Sr. Vice President
Dick Van Dyke Inc.
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