We had a recall on our Thermador dishwasher so we called and asked for an accredited partner to perform the service. They referred us to Bayview Home Appliance Centre. The technician came and removed the dishwasher to exchange the power cord which he told me may overheat and was the reason for the recall. Prior to reinstalling the dishwasher, he began to mess around with the door latch. After he started tinkering with it, the door would not close properly and the latch would not catch. It took him twenty minutes to "temporarily" fix the problem that he had caused. I questioned why he would touch a part that did not require repair and what happens now if this leads to additional problems with the latch, he said "don't worry, if there is an issue with it, call us and we will correct the problem".
A few months later, my wife was filling the dishwasher and tried to close the door but the latch wouldn't catch. As the technician mentioned to do when it happened, I had my wife contact Bayview Home Appliance Centre and let them know what had transpired. As the tech had inferred, the latch had now failed and we wanted them to come and fix the problem. They told us that they needed to speak with the tech and would get back to us. When they called back, they told her that they would not fix it as too much time elapsed (3 months) and that we should have called them right away. I called back to explain that there wasn't a problem right away as their tech "temporarily" fixed the latch. I tried to verbalize this many times but did not get anywhere so I asked to speak to the owner. They ended up putting me through to their "head technician", who I think may be the owner but would not admit it. He told me that it wasn't their responsibility and stated that they would have covered it up to a month and a half or so, but they won't do anything now. I was adamant that their tech touched the latch on his own accord and I had not asked him to do it. I did ask why he would do that without instruction, mentioning that we never had a problem with it until he touched it. The company made it very clear that they would only fix the problem if Thermador paid for the part and the service, even though their technician created it. At this point, I was very frustrated and said that I would never hire a company that refuses to stand behind their work and that I would never use them again. That is the last time we will ever use Bayview Home Appliance Centre and I hope that this warns others so that they do not need to go through the same frustrating experience as we did.
- Approximate cost of services:
- $0.00