Canadian Appliance Source

On 2015/07/31 my wife and I purchased an electric range from CAS in Ottawa. Upon entering the store we were struck by the contrast with other showrooms: this one appeared clean, well laid out, and not... deserted! We were rapidly and very well served by one of the salespersons, who proved helpful and courteous throughout our dealings.

The range is one of KitchenAid's latest models -- entirely designed and built in the USA. It was delivered on 2015/08/20 -- a reasonable delay given that it was not in stock and had to be shipped all the way from the plant. However, the delivery operation was marred by friction with the delivery team, and, while it was conducted with great technical skill, it went too fast for older people like ourselves to keep pace with. As a result, no one noticed a major damage defacing the unit.

Replacement of the damaged unit was not a given, as I had to apply for this, by filling out and submitting a computerized, "pdf" form, entitled "Product Damaged Return Approval Application". First I had to learn how to fill out such a pdf form -- no similarity with Word here! Most frustratingly, I could never discover how to correct mistaken keystrokes, so I had to start over repeatedly. I was also required to submit images of the damage, and of the interior packaging as proof that it was intact. Fortunately we own a digital camera and earlier this summer I had learned how to "upload" photographs. I cannot imagine how some of our friends and family would have dealt with this barrage of high-tech requirements; I suppose their kids or neighbours would have been enlisted... Perhaps, when dealing with the older, computer-challenged segment of the population, CAS does send an actual person to ascertain the damage and put things in motion, as in the old days; I did not ask. In any case, all the hard work paid off, as my emailed application was swiftly accepted.

Quite impressively, a brand-new replacement unit of the exact same model was located by CAS and delivered on 2015/08/27 -- exactly one week after the initial delivery. Beforehand I had made it quite clear that I did not want a repeat of the previous delivery experience. A procedure for the second delivery was quickly agreed upon, and the operation went very smoothly indeed. The team leader dealt with me in a relaxed and friendly manner, and I had all the time necessary to examine the unit thoroughly. Three minor defects were found, which I preferred to fix myself. Since then, my wife and I have been getting acquainted with our new range; it seems to be working just fine (fingers crossed...).

My overall score of 8/10 for the entire experience is a weighting of the following three scores: 1) pre-sales service: 10/10; 2) delivery service: [(4/10)+(10/10)]/2 = 7/10; 3) after-delivery service (re return): 7/10.

Would I recommend CAS as the place to purchase your appliance? Yes, definitely -- but with two important caveats:

1) Be aware that nowadays a brand-new appliance, for which you paid two thousand dollars or more, has a relatively high probability of being damaged in some way upon delivery. That is not CAS's fault, but the manufacturers', in that plant quality control is not what it used to be. Therefore, it is essential that you learn exactly what you will have to do if you happen to receive a damaged unit and fail to refuse it because the damage was not noted upon delivery -- as in my case. I presume you will then be told about the "Product Damaged Return Approval Application": decide whether you are prepared to do the associated computer work, including taking and uploading photographs. If that is not your cup of tea, you might wish to investigate how other outlets would proceed in such circumstances. I also recommend learning about your recourse if the unit, while outwardly undamaged, proves to be defective upon usage. What you would then have to do might turn out to be even less attractive.

2) Insist that the delivery operation not be rushed. Make that very clear, preferably on paper, with the part of CAS which oversees and organizes deliveries. CAS has, on its delivery staff, employees who will not only do a superb technical job of moving the old and new appliances about in your home, but who will also treat you the way you deserve to be as a customer. Do state clearly that these are the sort of people you want to deal with.

Finally, I would be remiss not to add a piece of advice for CAS. Most everyone who has commented on this website will agree that CAS's prices are relatively low. This no doubt results in considerable business. However, reports of poor after-sales service, whether relating to returns, delivery, installation, or any other kind of client support, are clearly counter-productive. I would advise CAS to review their after-sales service and make any needed corrections in that department. If that means higher prices, so be it: I for one would be prepared to pay more in order to benefit from excellent after-sales service.