Money Out the Window Due to Misdiagnosis
I have an old dryer that stopped running and was faced with the important decision of whether to replace it or repair it. As you probably know "they don't make them like they use to" so I expected CanadAppliance to recommend that a repair was the best way to go, especially as they make their money repairing appliances. Here's how things went:
1. First service call indicated that the motor needed replacing and it was recommended that this was the best course of action. There was no suggestion that anything else was wrong with the dryer.
While an original part could not be sourced, a compatible motor was found and installed (with a 90 day warranty) and the dryer was back up and running so payment was made.
2. The next time the dryer was used it started to make a sound periodically and a second service call was carried out. During this time the service person "with nearly 20 years of expertise in the field" established that a worn out door seal was making the noise and this was fixed...BUT there was also a problem with the timer and this needed to be replaced for the dryer to run efficiently.
3. The dryer was used for 2 more loads and then stopped running.
4. A third service call was brief with the service person indicating that the motor needed to be replaced AGAIN.
5. Having connected with the manufacturer about a timer replacement, an email from CanadAppliance indicated that it would take 10-12 weeks to obtain the part needed. I indicated that I could not go that long without a functioning dryer and would have to buy a new one and what were CanadAppliance going to do to compensate me for the fact that I had paid for a new motor but was now back at square one.
6. CanadAppliance offered to give me 50% off the installation of my new dryer. I said this had no value since the company I bought the new dryer from offered free installation (dryer installations are easy if you have the vent and power outlets already in place) so what else could they offer me in the way of compensation.
7. CanadAppliance management responded by taking no responsibility for misdiagnosing the initial service call or offering to at least partially refund me for the new motor that failed. Instead they hid behind the fact that the dryer was old and had a "finite lifespan" and offered a 50% discount on future repairs.
For a company that claims it is "committed to resolving your issues promptly and to your fullest satisfaction" that was not the response I was looking for from CanadAppliance management. Why would I use them again and obtain a 50% discount on a future service call? Why would I use them again when they misdiagnosed the problem on the initial service call, that, if done correctly would have led me to replacing the dryer with a new one, not repair the old one? The only thing that would have saved them and led to me using them again would have been to take some responsibility and at least partially refund me for the motor.
- Approximate cost of services:
- $540.00
- Company Response
Dear Jeremy,
We appreciate your feedback and the opportunity to address your concerns regarding your recent experience with CanadAppliance. It is important to provide a comprehensive response to ensure we address all aspects of your experience.
We understand that your dryer presented various challenges. Our dedicated technician, with extensive experience, assessed the initial issue with your dryer, which had ceased rotating. Given the age of the appliance (15-20 years), finding the correct replacement motor was a struggle, but we managed to locate a suitable part.
After obtaining the necessary part, we promptly returned to replace the old motor, successfully restoring your dryer to working condition. However, after a few days have passed, the dryer stopped functioning once again. Our technician returned to diagnose the issue and discovered that due to the appliance's age, other problems had emerged. Notably, the timer, which is an older-version motherboard, was damaged and needed replacement to ensure the dryer's proper operation.
Unfortunately, the timer was out of stock everywhere, presenting a significant challenge in providing a timely solution. We respect your decision to purchase a new dryer instead, considering the extended 10-12 week lead time for the part. We also understand your request for a refund for the previously replaced motor. However, it is essential to clarify that the motor had been used, making it impossible for us to return it to the supplier and obtain a refund.
In response to your dissatisfaction, we took the initiative to engage our customer service team and proposed a refund of the labor cost to address your concerns and ensure your satisfaction. Unfortunately, we would not be able to offer you a refund for the part, as it has already been installed, and it is impossible to return a previously installed part to the supplier. Regrettably, it seemed that you were not inclined towards this resolution. Despite our efforts to reach an amicable solution, including additional attempts to contact you, we were unable to find a mutually satisfactory resolution.
We genuinely understand your frustration, and it is important for us to emphasize that we are committed to providing the best service and assistance to our customers. However, it is also crucial to recognize the inherent challenges that come with aging appliances, as further issues can arise unexpectedly.
We appreciate your feedback, as it allows us to continually improve our services. Please feel free to reach out to us if you have any additional concerns or if you wish to revisit the compensation discussion. We are dedicated to ensuring your satisfaction to the best of our abilities.
Thank you for choosing CanadAppliance.
Warm regards,
Henry
CanadAppliance Team