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minikin

Minikin's Journal

Routine Ramblings of an Occasionally Interesting Housewife


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The Ugly
Customer Service
minikin
Or, Why We Don't Have a Service Policy on our new washer/dryer.

The driest facts:

We wrote a check for $2,693.98 on April 11 to a company called ADI. For this price, we were to receive an LG washer/dryer pair, installation - including repair to the outside vent cover - and a five year service contract. We were given an installation date of April 17, and told that home installations are done in the afternoon.

I have a lovely LG pair fully installed except for the outside vent cover, a refund of $34.06 for installation costs, a refund check for $208 in the mail, and no service plan. ADI has put me on their no-future-sales list and their service company, Prather Services, has put me on their no service calls list.

A little flushing out of the details:

I got no call to tell me that my installation would be delayed. When I called them on April 17 in the early afternoon to get an ETA, they told me "The truck is still in Nashville, we should be able to bring it out on Monday." At that time, the salesman offered to refund my installation fee so that I could use a laundromat to wash clothes in advance of my roadtrip -- I wouldn't have time if I waited until Monday.

When I called them (still no call to inform me!) on Monday, they said that the pair was not on the truck when it arrived: LG had back-ordered it. I didn't complain too much, since the installation fee refund would cover up to three trips to the laundromat and it sounded like the back order wouldn't stretch out that long.

The washer/dryer were delivered on April 27. At that time, they did not fix the outside vent cover, or connect the dryer venting to the side. They put a temporary hose on the dryer and said they would arrange a service call to complete the installation.

After receiving no call, I called ADI on April 29 to schedule the service call.

A serviceman came out on April 30, declared he did not do anything outside the home, that he needed to order a part to change the venting, and left without touching the equipment.

On May 5, Prather Services called to tell me a serviceman would come out the next day from 12-2.

On May 6, the serviceman came, told me that the part would be $85 and that I had to pay him directly. I called ADI to get the salesman to waive the charge, since I had been promised a compete installation, and he agreed. Meanwhile, the serviceman had left the house to make his own phone call, and I had to call him back in to work.

His story and mine disagree. He says I yelled and screamed and waved a finger in his face. I say he left the house at least three times to make phone calls, and at one point left his phone open while he was working, claiming I was being hostile and this was no big deal. I asked him whether he thought $85 was no big deal, but "that wasn't what he meant." He refused to do the work, and the company sent another technician out to finish the job.

In the process, I was on the phone with the ADI, with Prather Services, with employees, manager and finally the owner. They decided they had "wasted too much time on" me, and decided they no longer wanted to service any appliances in my home, even though it was my understanding that I had bought a service plan for five years with THEM. Mind you, the only paperwork I had was a one page receipt that I got at the time of the check, and the service plan paperwork was supposed to come in the mail within SIX weeks.

Matt wrote them a complaint letter, in lots more detail than I've the patience to write here, used words like "deceptive trade practices" etc, and they replied to this letter by saying they would refund out $208.

I found out today that Best Buy can only sell their Black Tie practice on merchandise they've sold, no exceptions. I also found out that if I were to go back to ADI and demand a full return and refund, I'd be starting totally from scratch: LG is apparently in the middle of a model number changeover. Best Buy currently has outstanding orders for more machines of the models I'd bought that they'll be able to fill, and they've discontinued the models from sales. The newer models won't be available until the end of the month.

We never had a service policy on our old washer/dryer, so we're going to keep what we've got, and hope for the best with regard to future maintenance needs.

But I am completely fed up with ADI and Prather, and as Mom says, I'm just as well rid of them.

And yes, these are the names of the companies involved, because I'd just as soon anyone I care about be forewarned before voluntarily getting involved with them.

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That sucks. We were at one time thinking about getting a new fridge from there. I guess we will go to Best Buy!

Wow, what a bunch of nutjobs. Sounds like you'll do better to be clear of them anyway!

So now that you've had them for almost a month, what do you think of them? We're in the market for a new W/D set, you see...

I like them. As is common with appliances that have lots of features, I don't use nearly all of them.

I love the delay feature -- I can throw in loads when I'll actually be hold to move them, or set the timer for the wash to happen right before I'm awake or expected home. That way there's less time when wet laundry sits in the washer.

The washer has a signal that sounds when a load is done, reminding me that yes, I'm "working" on laundry. Absent-minded me used to start laundry and return to it as much as two days later.

The water & energy saving features are something I'll have to see over time, as well as the gentler-treatment of clothes without the center agitator.

I got the pedestals, and I really like not having to stoop to see into the machines. It's a step in the process of cleaning up my laundry room, since it moves the laundry chemicals down into the drawers, but I've still got a long way to go on that project. ;)





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