Poor Technician and poor customer service
Terrible customer service. A technician can to the house, spent less than 5 minutes before deciding the dryer problem was an improperly installed vent cover. At my request, he said he checked the dryer and it was fine, and left . Yet the dryer didn't work, still. The company insisted procedure demanded I work through Whirlpool, and refused to come back out for another 5 days to repair the damage or give a refund. The technician was unapologetic, and insisted it must be another new problem with the 13 month old dryer. I realize technicians can make errors, but this company's refusal to deal promptly with the issue, to apologize for the error, and to have a customer service policy that removes them from the issue is unlike any company I have dealt with. I deeply regret using Whirlpool's appliance warranty package that leaves me with a company like Platinum that has poor backing for technician errors and terrible customer service. My advice-go with another Whirlpool certified company
- Approximate cost of services:
- $125.00
- Company Response
Hello there, I am the office manager, I just got into the office and had a note to call you, I was just waiting to talk to technician to see what happened. First my sincerest apologies that you were unhappy.Jason is a very good technician, he sent photos of the issue, which was the flap to the outside vent was over the vent. He took that off and explained to you and showed you you need a new flapper(which is a installation issue not a issue with the actual appliance)and as well cleaned up all the built up lint,when he tested the unit it was blowing hot air from the dryer unhooked up(That is how we test the actual machine and can tell if its related to the unit or installation). You called the office and because you were unhappy,clearly and said the unit wasn't working,our office staff noticed authorization code for parts covered and that you needed a repeat service. Because we work for Whirlpool, any recall must go through them, so that they can document the issues and give the customer the best service possible. You refused to call Whirlpool,and we still offered you next business day service which is Tuesday Jan 2 as we are fully booked for same day service unfortunately.We only charged a service call as per Whirlpool Canada, and had full intentions on returning to your home to address whatever other issues related to initial visit or not related. The initial call was not heating and long dry time, very common error is plugged vents, we have photos to prove that was the exact case of why the dryer was not drying, not to say that it possibly has another issue and may be related to the plugged vent, could be a fuse,we need to return to do so.
Platinum Appliance Service
https://www.platinumappliance.com/
1-877-826-8403