In an unsuccessful attempt to resolve a payment issue, I encountered false accusations, excuses, and misinformation.
In the last week of Aug 2015, I called DVDAW to learn whether the broken panel on my dishwasher (Bosh BO1056, purchased 2/7/13 from Champaign) would be covered under our 5/10 year Protection Plan (PP). I described that the plastic panel around the control buttons & wires, including the integrated handle, cracked and broke. The lady said yes, it should be covered, so she would send a repairman. On 8/31, the technician (****, I believe) came and said he could not fix it, ONLY because it involved a "handle", which is "not covered" under the PP, and he'd gotten in trouble once before for fixing a handle. The manager (****?) he attempted to call to ask whether he could do anything for me was not in her office, so **** charged me $60 (paid by check) for the service call, saying if I didn't pay immediately, my dishwasher warranty would be voidas in, permanently, and he left. (I learned later from **** that this was incorrect...the warranty would be effective again as soon as payment was received.) I felt I should not have had to pay the $60 so I called a customer service rep (Amanda) to ask about getting a refund. At first she said no, because I should have been warned by the scheduling lady that if the damage was found to be not covered by the PP, a fee for the service call would be charged. Upon my insistence, ****** then listened to the recorded phone conversation; she determined I had not been told that info, miscommunication had occurred, and she would authorize a refund. I called back several times in the weeks ahead, as the check never arrived in the mail. I heard various stories from staff (an accounting guy, ******, others) about abuse, handles, etc. Finally ****** told me someone higher up had rejected the refund. She tried to help, but could not, so I asked to speak with somebody higher up who could help. On 8/25 (?) I received a phone call from the Senior VP (**** ********, I believe). He was curt and rude and stated up front that I would not get my money back and that he was the highest power in this company so whatever he said would stand. He then explained that the refund was rejected due to a system of checks and balances: he had checked the technician ****'s notes which said the damage was "probably" due to "customer abuse." (What?! **** had hardly looked at the handle or latchhe just saw that some plastic broke, a "handle" was involved, taped it together, and stopped there. I have treated my dishwasher well and used it normally.) **** also said although it's partly a handle, the PP DOES, in fact, cover that Bosch part because it's integrated into the larger panel (in which case, the original scheduling lady was rightnot ****...). BUT since I "abused it and broke it" myself, the PP would not apply. He explained that it was obviously abuse because very few of those Bosch parts ever break. When I expressed my confusion, **** accused me of calling **** a liar. The conversation was infuriating. I lost my temper during the course of it, and immediately gave a sincere apology. **** refused to try to see my point of view or understand my frustration (per his words!"No I will not." "No I do not."). He blamed me solely, saying that when I originally called in to ask about a repair, I should have stated that I abused and broke my dishwasher (!?), and then they wouldn't have sent out a tech in the first place. He certainly did not express any regret that this had been such an ordeal.
Overall, what I encountered were a series of excuses, backtracking, conflicting stories and misinformation from several staff, as well as uncivil and impudent remarks by Mr. ********. I understand that this company does need to guard against ill-intentioned customers, but I have acted honestly and uprightly, and they have gone to great lengths to unreasonably refuse to issue the $60 refund. Certainly I will take my future business and recommendations elsewhere.
I would appreciate having my $60 refund issued.
I would also appreciate it if the staff & technicians were trained to thoroughly communicate consistent policies and procedures, for the benefit of future customers (not me), and if Mr. ******** would choose less hostile, more reasonable language when interacting with them.
I've reviewed the information sent to Dick Van Dyke Inc. regarding Mrs. *******. Dick Van Dyke Inc. responds as follows:
On 9/8/15 I spoke with Mrs. ******* regarding the service fee she was being charged. I explained to her that her warranty states if the technician does not find that there is anything mechanically wrong with her dishwasher there would be a service charge. Once Mrs. ******* explained to me that the service representative did not quote her the service fee, I made a judgment call to waive Mrs. *******'s service fee for customer satisfaction. I was unaware that the technician diagnosed that the reason the dishwasher was damaged was caused by customer abuse. The Senior Vice President then made the decision not to refund the service call based on what the warranty states. Mrs. *******'s warranty states that if there is evidence of customer abuse, the customer is responsible for payment to fix the appliance. The Senior Vice President then spoke with Mrs. ******* and explained to her why he made the decision to reverse the service call fee being refunded.
Customer Satisfaction Supervisor
Dick Van Dyke Appliance World
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response, because it is simply a retelling of recent events that excludes all the problematic points. There was no acknowledgement of DVDAW's repeated misinformation and apparent deception, nor was my desired resolution even addressed.
Over the course of my recent interactions with DVDAW, I was given contradictory information on at least 4 major points:
1. Repair Coverage: First I was told this part on my dishwasher was covered by the 5/10 year protection plan (scheduling lady); BUT then I was told it was not (**** and other staff); BUT then I was told again that it was covered (****.)
2. Reason not to fix: According to ****'s clear explanation, he could not fix my dishwasher solely because he did not believe the broken part was covered under the PP. BUT according to ****, **** couldn't fix it because "customer abuse" resulted in the PP not applying to my situation. (Let me be clear, here, that I have a copy of the work order that **** wrote for me, stating he'd "talk to **** to check on coverage." He simply didn't think he had clearance to fix a "handle" without proper clearance from "****," as the work order states. There was no mention of abuse. If **** made notes about it, as **** claims he did, they were added after I signed off on the work order. Fishy, huh?
3. Void Warranty Penalty: According to ****, if I didn't pay the service fee before he left my house that day, I would forfeit the remainder of my warranty (the 5/10 yr PP). BUT according to ****, that is not true. The warranty would simply be suspended until payment was received, and then resumed.
4. Refund Issued: ****** said my $60 refund had been issued and was on its way to me via mail. BUT this was, in fact, not true. The refund was reviewed by someone else (****?) and denied. I was never informed of this (nor, perhaps, was ******) until I chased after that information, myself, through a series of phone calls.
In addition to all this deception (intentional or not) was my troubling phone conversation with **** ********, the Sr. VP, in which he insisted that I was covering up dishwasher abuse, insisted that I did not have any reason to be frustrated, insisted that I would not receive one penny back from DVDAW (even when I offered for my PP to be permanently void), and insisted that I was solely to blame for this entire situation.
All of thiswith the exception of my conversation with **** in my homeis documented and can be confirmed in DVDAW's voice recordings.
Furthermore, there is a conflict of interests by having ****** address this complaint. ****** was the Customer Service Representative who handled my original complaint in September. She provided good customer service at that time, looking into the situation and making the decision to refund my $60 fee. **** ********, the SrVP, overruled her and overturned her decision for reasons that seem deceptive, petty, and difficult to prove. And now she is expected to deal with the fallout of problem she did not createand in fact, worked to avoid. If the SrVP will overrule the CSR's decisions, it should be the SrVP handling the consequences of that, not the CSR. Besides, I'm asking for a $60 refund, and ****** ALREADY ISSUED THAT and was overruled by ****. I am not asking for a repeat of this process!
It is foolish and dishonest for DVDAW to deny that these problematic events took place.
If these were all honest, circumstantial mistakes, then by all means DVDAW should acknowledge the unfortunate circumstances and offer the customer a refund as a sign of goodwill. If these were systemic communication issues or intentional cover-ups, then they owe the customer an apology as well as a refund, and owe it to future customers to address and correct these problems across departments. I hope the former is true.
Sincerely, ****** *******