ComplaintsforCapital Appliance Service and Reapir

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our 1 year old ******* dryer suddenly stopped working. ******* refused to help. Capital who is the authorized service centre and repair shop for *******, asked us to order a certain part. When the technician came to fix the dryer around mid November said this is the wrong part. They made us order a part at our cost, which was incorrect and not needed. Afterwards, the owner himself called and told us that they will order a new motherboard that needs to be replaced and will take back the mistakenly ordered part and reimburse us $350. Since then, we have called them multiple times and left numerous voicemails and messages. But, no one ever got back to us. 3 days ago their receptionist ***** answered the phone ( perhaps accidentally) , was very rude and told us that ******* stopped making the part that needs to be replaced and You are out of luck. She refused to refund the money for the wrong part that they made us order. FYI - we found the motherboard on **** and fixed our dryer ourselves. But, apparently this Authorized dealer cannot find this.

  Business response

  05/02/2024

  Here is the situation from our side, We provided the invoice for the part where it states the part its not returnable:
  
  The customer contacted us stating the control panel on there unit is not turning on. We advised them that a service call is the best course of action to fully diagnose the unit and order the parts needed. Customer refused to have us out and said they would install the parts. We advised the customer that based on the information provided it would need one of 2 parts. We could not guarantee which part it is due to the fact we have not tested. Customer agreed to order the display panel. We informed them of the part price and advised that ALL electronic parts are not returnable, they agreed to this and told us to order the part. The part arrived and we advised again that the part is NOT RETURNABLE. Customer installed the part and it did not repair the issue. The customer called and we went out to test and diagnose the unit (we did this free of charge). After testing we found the unit needed the main PCB unit and we informed the customer that if we can get the part for their unit we would just exchange it and refund the difference between the two parts. After looking up the part ******* informed us they no longer make the part and we can not get them a new one. We advised the customer of the part problem and apologized there was no more we could do. We gave them the part number of the part they needed so they could try third party sellers (like ***** where the parts are not warrantied and usually used. The customer demanded that we refund them the original part due to the fact it was our fault on the part order. We refused also saying we gave them a free of charge service call. They were angry and hung up on us. They then proceeded to harass our office staff by calling multiple times a day screaming saying we need to refund them their money.
  
  Thank you for hearing our side and we are always happy to provide you with more information on this matter.

  Customer response

  07/02/2024

   
  Complaint: 21240554
  
  I am rejecting this response because:

  We waited for 3 months without a dryer, air drying clothes because Capital appliance was not forthcoming with the information and never updated us about the status of the part needed 

  1. Early November, I clearly told them that the Motherboard was faulty and gave them the Part number to order for me and they ordered the Control panel instead. When told them I received the wrong part, they said, if it doesnt work, they will take it back and refund the money. 
  2. I never refused service call. They offered me the option whether I could change the part myself and I accepted as it was easy to do. 
  3. They did not advise me that ******* does not make the unit till after 2 months of all this started which was in end of December. We never got an apology when they told us that ******* does not make that part anymore. Rather their employee was rude on the phone as if she was doing me a favour. 
  4. They never called me.  So, I had to call them every time. Calling them after a month of no update from them, to get an ETA for the part is considered as harassment as per this company and at no point I screamed or yelled at anyone. Also I never called multiple times a day. This is untrue. 
  5. They did not advise to look into **** as they have implied. That was my initiative. If ever she answered the phone, *****  never talked long enough to give any information. 
  6.As for the No Service charge call -they told me that I will be charged for it and I was okay with that. But, when their technician came for the visit and did not find any resolution to the problem, the  owner decided to waive it. So, by implying that they did me a favour by not charging me for the service call is untrue.
  9.  They are the authorized repair shop for *******. If they are not able to update us or repair appliance that is barely a year old and give us excuses or not answer the call, what is a customer supposed to do? 
  Sincerely,
  *********************
  

  Business response

  14/02/2024

  This is untrue, we have recorded phone calls with the customer stating that they were looking for the control panel. We advised them it could potentially be 2 different parts. Without going out for a service call we could not confirm which part was needed. They chose to go with the control panel, this is written on their invoice stating the part name the part price and that ELECTRONIC PARTS ARE NOT RETURNABLE.
  We offered the customer a ********************** call and they said that they looked online and thought it looked pretty easy so they would go ahead and do it themselves.
  This is the risk you run when you choose to install parts on your own. We cannot take back electronic parts once they have been installed by someone. As we cannot reuse this part, you could have installed improperly, shorted the board, etc. When this part did not work for them, they said that we ordered them the wrong part and that they wanted the other one instead.
  Since the control panel part did not work, customer called in and we agreed to come out and do a service call. After our service call the technician found that it was needing the other part the main PCB. We ordered the main PCB through ******* and waited for the part to arrive.We were later informed by ******* that they are no longer making this part and that the shipment was unsuccessful. We relayed this message to the customer, and stated we can only get parts through authorized parts distributors. We tried offering helpful alternatives such as providing them with the part name and number so that they were able to look into unauthorized parts suppliers. We were not aware that the part was no longer available until after ordering the part. Feeling bad that we could not be of more help we waived the service call all together.
  If the customer was upset with their product being fairly new, they would have to take that up with ******* for any warranty repairs. We have no say in what ******* will approve, we just repair their appliances. 

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