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Review content:
My husband & I have bought our appliances from Dick Van Dyke for many years. We don't even bother to shop around; we have just gone there. Why? The extended warranty as advertised on their TV ads, and their prompt service calls. Unfortunately, this opinion has changed in the last month. In 2012, I went to Dick Van Dyke to buy a washer & dryer. I had always had Whirlpool and intended to buy that brand. When I told the salesman, Mr. Green, what I wanted, he proceeded to tell me that the company no longer carried the extended guarantee on that brand because the of its poor quality. I explained to him that the extended warranty was very important so thought I needed to look at another brand. He showed me several; I selected what I wanted, bought the washer & dryer, and set up the delivery date assuming I was buying appliances with the extended warranty. I had a service call on May 31/June 1. The service technician looked at my machine and before repairing it, told me it did not have it did not have the extended warranty which shocked me because I was sure I did. My machine was on sale (not a price matcher) but I had made it clear to the salesman that the extended warranty was very important to me. After a call to the service people and a visit to the Decatur store where I asked to speak to the manager who was too busy to speak with me, I was told that those particular machines were not covered by their extended warranty program. At the time of the sale, I was never told they did not have an extended warranty included because it is very likely I would have bought something else. I find this very disturbing. During the service call, the technician did a re-calibration hoping that would fix the problem instead of replacing a part since I no longer had a warranty. After about a week, the machine was having the same problem. In the yellow pages, Dick Van Dyke advertises "same day service." Again, not true. I called service on Wednesday late afternoon, not expecting anyone to come out until the next day. The woman on the phone told me the soonest a technician would be in the area would be Saturday! I said, "Your ad says same day service! How can it be that I can't get a call until Saturday?!" She said a technician was in the hospital, and there were just a lot of things going on. What is that all about? I am very dissatisfied with this company--I feel I was misled by the salesman, Mr. Green, I am put out that the manager couldn't take five minutes to speak with me, and now I can't get a service technician for 3 days. My husband and I cannot see any advantage to doing business with this company in the future. All the advantages promised in television and newspaper advertising are no longer true. We will go to the "big box store" for a lower price and it would seem equally good service.
RESPONSE FROM Dick Van Dyke Appliance World:
I apologize that you feel we misrepresented our warranty during the purchase of your machine. After reviewing your invoice it appears you purchased the appliances with over $100.00 worth of sales reductions. Therefore, our warranty wouldnt be offered after lowering the price of the appliance to obtain your business.
Our exclusive five year ten year warranty replaces any mechanical part that is defective within 5 years of the date of purchase. We have never offered our exclusive warranty on appliances that were sold with major price reductions.
Therefore, I believe in 2012 when you purchased your appliances you opted to select the price reduction over the protection plan. I further reviewed your account and it appears you have purchased other appliances without the 5 year 10 year warranty to receive the deeper discount.
I appreciate your patronage and loyalty to our company, but unfortunately we will not be able to cover your appliances under our warranty.
Thank you for your business.
Sincerely,
John Shepherd
Sr. Vice President
Dick Van Dyke Inc.
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