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Businiess name:  Dick Van Dyke Appliance World
Review by:  citysearch c.
Review content: 
Our washer is covered under warranty with DVD. On 12/19/14, we notified DVD that washer wasn't working. Service Call #1 - First technician diagnosed a faulty circuit board, would have to order part. Service Call # 2- Second technician brings circuit board, states first technician misdiagnosed the original problem. Problem is the motor, would have to order one. Service Call #3 - Technician #2 brings motor and installs, washer not working. Consults with Whirlpool, states the problem is capacitor and he would have to order one. Service Call #4 - Technician #2 brings and installs capacitor , washer not working. Consults with Whirlpool and says the problem is a wiring harness and he would have to order one. Over the next 3-4 hours I place at least 4 phone calls to DVD in an attempt to talk to Raven as 3 employees tell me she is the only person who can help me. She does not call me back until next day, late afternoon. Raven states that for some reason the technician did not order the wiring harness and she would be unable to order one until Monday. Service Call #5 - Technician #2 brings and installs wiring harness, washer not working. Technician states he has no idea of what the problem and called his service manager, Raven, who would then call me. Raven calls and advises she has to talk to her boss, John, about the problem with our washer. I requested Raven to send me copies by email of all service orders as both technicians never left copies of the work orders. She said she would. The next day, not receiving her email, I drove 45 miles round trip to pick them up in person the next day. Raven advised that she needs to send out a senior service technician to look at our washer. I asked her again to have her boss, John, call me. Service Call #6 - Senior service technician arrives and after review tells me he believes the issue is the circuit board and he was only here to assess the situation and report back to Raven. As of today, 01/15/15, I have been waiting 3 days for John, their store manager and Raven's boss to call me. My wife continues to take our laundry to her mom's and sister's to clean. If this review can help just one family avoid the horrible experience we've gone through and continue to experience it will be worth it. Don't believe the "WOWS" as proclaimed by their commercials. DVD does not value their customers. I believe DVD is engaging in fraud as it relates to their advertising concerning their protection plan and return policy on their website. RESPONSE FROM Dick Van Dyke Appliance World: I apologize that you feel our customer service has been less than exemplary. Our technicians are factory trained to isolate and accurately repair all makes and models of appliances. However, occasionally we run into an electrical issue that eludes our expertise. Therefore, on January 14, 2015 after reviewing the extensive history on your washer we agreed to exchange it. Our no lemon protection plan will replace your 5 year old washer with a new washer at no cost to you for the appliance. We appreciate your patience while we were trying to isolate the electrical issue. Thank you for your patronage and we look forward to assisting you in the future. Respectfully John Shepherd Sr. Vice President Dick Van Dyke Inc.

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