ComplaintsforWacky's Floor Design Centre

• Initial Complaint

  22/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  BBB DW model:DD24DCTB9N (@ $1929 PLUS TAX) ? To whom it may concern: ? I am writing because the dishwasher that we bought does not function. I would like to return it for a full refund. We live in Canada. - January 22nd, 2022 This dishwasher is ordered - April 25th, 2022  We received it  -April 29/22 we emailed ******* to say the DW had been installed and working great. -This did not last long. On and off the cycle would go on and on, then at the end of cycle it would revert to the beginning of a new cycle with an error message. -November. 23rd, 2022 - called  customer care directly to company head office  (1 888 936-7872)  -November. 23rd, 2022 - Received authorization for service -Case # 05021424- date: . -Elite Appliance, Toronto, was contacted by company to service (ph 416-848 0670) -I phoned this company(Elite Appliance) when I hadn’t heard, for about 6 weeks, now many months without the dishwasher working, as it gave us issues from the beginning and we gave up on using it.?-I was informed that the work order had been rejected back to the head office because they are in Toronto and I am in Nova Scotia.  -I received an authorization for service from our regional rep: Scott L. Also spoke with *******. -January  6/23 I emailed ******* ***** , our saleslady at the store, informing her of our intentions to return our dishwasher to the store. (902) 461-2922 as I got nowhere with service. [email protected] -informed that the company would not take it unless they serviced it 3 times. ? ….I believe I have done everything I could to give this company time to sort this out. I expressed my concern to Head office that my warranty would be running out and was assured (on a phone call) that given our correspondence, the warranty would be honoured. I need/want the dishwasher to work or get it out of my kitchen ASAP.? Thank you so much for any assistance you can provide me.? ***** Ross I have a complete list of efforts to reach out with most of the dates noted ?

  

  Business response

  13/07/2023

  May 2022 – Dishwasher was delivered is customer. 

   

  January 17, 2023 – customer reached out and told me that there was an issue and that they were receiving and error message. I followed up to get more information about the error message she was receiving and later that day she sent me a message that said when she tried to run the dishwasher again it started working and would let me know if there were any other issues.

   

  February 15, 2023 – customer reached out and said that they were having an issue again and receiving the same error message. However, they were leaving on vacation for 2 months and would like to schedule a service for mid-April when they return. I followed up that same day with her and got her address so that I could forward all her information to the Fisher & Paykel service person.

   

  April 9, 2023 – customer reached out to let me know that she was on her way home that weekend so that I could let Fisher & Paykel know to schedule her service. I forwarded her information to the service person that Fisher & Paykel gave me. 

   

  April 11, 2023 – I followed up with servicer and I let ***** know that the servicer would be reaching out directly to schedule this with her.

   

  April 17, 2023 – Servicer reached out to let me know that the phone number we had on file for her was incorrect, so I reached out to ***** again to get the correct phone number.

   

  April 18, 2023 – Servicer reached out to let me know that he spoke with them and that they were taking some steps for preventative maintenance prior to him going out because their issue was due to their soap usage.

   

  April 22, 2023 – I reached out to follow up with ***** to make sure the servicer had helped her, and she responded with “Yes, thank-you. He was able to resolve out issue by phone. Unfortunately, today we are back to receiving an error message. We will follow his advice to try to get it back to work. Thanks” 

   

  I did not hear from her at all after that, so I did not realize that she was experiencing any other issues or that the advice of the servicer did not work.

   

  Thanks, 

  Customer response

  18/07/2023

   I am rejecting this response because:
  
  Without prejudice
  

   -Our issue has not been resolved.

  
  -We want a full refund for this machine, a new machine, or a repair to our satisfaction within thirty days along with extending our warranty for another two years.
  
  -The company, Fisher Paykel did not take action, if **** ***** contacted them as we were told.

  
  -We will be filing a suit in ***** claims court unless this is resolved withing the 30 days.

  
  Thank you,
  ***** Ross

  

  Business response

  26/07/2023

  This complaint has been open for two months, however, we have not heard from ***** Ross on this latest concern/response. We responded promptly to BBB on July 13^th with a timeline on the last correspondence from Abbey ***** and ***** Ross. Since then we have not been contacted by ***** Ross.  

   

  After receiving your message here, we have reached out to the appliance repair provider and they will be calling ***** to arrange for a service.

   

  Thank you,

  +

   

   

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