At the end of November I noticed that my washer was coming up with an error code. I called Maysfield Appliance Store hoping for a repair or a quote on repair. I was told that there were two parts that needed to be fixed, including a seal that was damaged and a pressure control switch.
I was told that the seal was on back order and would take 8-12 weeks. A month later, I asked Maysfield Appliances to check for new or used parts. I was told that they wouldn’t be able to get this part for the foreseeable future due to supply chain issues.
I did my own Google search for the part that was apparently not available, and found it moments later on a website that delivers and sells from Canada.
I called Maysfield back and they ordered from the site I found, and booked a new appointment for service.
They came and installed the two new items that were supposed to solve the issue.
The next day, I tried to run a load of laundry. Again the machine had the same issue as it did before paying for service and parts. It has been nearly two months with a non functioning appliance after calling Maysfield.
They failed to look for parts to repair my appliance, charged me at an atrocious rate, and failed to even repair my appliance after several hundred dollars were thrown down the drain. I would have been better off buying a new appliance from a more reputable company than requesting services from Maysfield.
Then, I call Maysfield to speak with the owner of this company. The lady on the phone proceeds to tell me that Maysfield goes through their own suppliers for parts hence why they claimed that it was on back order for numerous customers. I responded that it is a typical business practice to have a dedicated supplier, I’m not ignorant to this reality. Despite this part being unavailable, I was told my another employee, that this part would be in sooner than I was initially told.
The woman on the phone then tells me she is the owner of Maysfield Appliances and then stated “what, I can’t be the owner of the company because I have an accent. I am the owner of the company and my husband is the technician manager” despite me making no such allegations about her capacity to own a business. My assumption about her role in the company was based on having asked the administrative staff to put me in touch with a manager.
Furthermore, my family emigrated from Central America, just because I don’t have an accent doesn’t mean I am not, myself, a visible minority.
I expressed displeasure over a poor business practice in which customers are left waiting months for a product that they have on back order, when it is clearly available through other means. As a business, if you find that you cannot run your business effectively because of poor supply chain issues, the appropriate response would be to re-evaluate your supply chain. Not to pass the issue onto your customers and accuse them of racial insensitivity, without cause, when they are already frustrated and have been tolerant of the poor supply chain issues, and the ineffective technician service that they paid for.
Following this, on Wednesday, the manager/owner Andrew, calls me and promises to give me a new washer in exchange for returning my old one to him, to use for parts, at some minimal costs on Friday to make amends. The next day Andrew calls me and rescinds his previous promise, saying he’ll take his parts back and reimburse the parts and labour but refused to provide any compensation for the poor work, diagnoses, labour or poor customer service.
I gave this company the ability to make the situation right and provided options of how we could both be satisfied. Then to have the company rescind the offer and allow me to take my business elsewhere.
Save yourself from the headache, poor customer service and empty promises provided by Maysfield Appliances.
