ComplaintsforLanders Appliance

• Initial Complaint

  09/27/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  About 3 weeks ago we purchase a washer from landers. We had the washer 2 days before it broke, we contacted landers and they sent someone out. The service man said it's an error code that the board needs to be replaced but manually over rode it and let it go. It broke again next day (it was never even fixed!!). We have now been fighting for almost 3 weeks to have them replace or repair the washer that is very much still under warranty. Landers continues to say there isn't anything they can do but order a part and call when it's in, this was last Monday (the 20th) now today (the 27th) they still say they can't do anything for 3 more days. We tried working with landers to just fix or replace what's broke and they won't repair it.

  Business response

  01/19/2022

  Business Response /* (1000, 5, 2021/09/27) */ Contact Name and Title: Dean L, President Contact Phone: XXXXXXXXXX ext **** Contact Email: ***************************** We delivered the washer on our invoice $ XXXXXX on Friday, 9/10/2021. We only dropped the unit off. We did not install it per the customers choice. The customer called on the following Friday 9/17/2021 with the complaint that the washer wasn't spinning. Our technician, Steven, was dispatched to the customers home the same day. Here are notes from his service appointment: SP there 9/17 FRI, Arrived and customers complaint is that unit wont spin. I found tech sheet, checked errors, and the mcahine had a code 18 which means "Drain pressure fault". I deleted the code and then put machine into service test mode and it went through spin fine. Cory from the manufacturer techline had me rerun pressure sensor test. It tested okay. I then drained the unit and it tested okay. Then I reran the spin test and it worked okay. Cory from the techline told me if the issue comes back, it will need a main control board. Customer asked to put in the wet clothes that didnt spin, which is why she called in the first place, back in the washer and it spun okay; Job Cmpltd, O-emld tckt Tckts\XXXXXXb.png (via SDM). We assumed it was a fluke and all was well. The customer called back on 9/20 with the same complaint. We ordered the control per the tech line and the pressure switch hose. We ordered the parts from two different parts distributors and were told the parts would be in Thursday or Friday 9/23 or 9/24. The control did not arrive as we were told. We are still waiting on the control which per the tracking, should be here tomorrow (Tuesday) afternoon. We are holding a spot for her on Wednesday for service. This is the process the manufacturers require when a product under warranty fails. We follow their guidelines. We were told the parts would be in last week by the manufacturers authorized parts distributor, who we are required to order from. I explained this to the customer on Monday 9/20/21 after she raised her voice and was being unkind and disrespectful to my customer service reps that answer the phones and schedule service calls. The parts distributors did not alert us that the parts were not going to arrive as they had promised. While this is not good and reflects poorly on everyone, we are doing the best we can to mitigate the situation.

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