I purchaced a higher end Dacor Range (electric; glass cooktop; Model RSE 30S) about four-five years ago. I now have a problem with the right front element which does not work. I called the local service company recommended by Dacor. The service company evaluated and determined that the right front element needs to be replaced. They then spoke to Dacor by phone and ordered the part, however Dacor sent them a part that did not fit (i. E the wrong part). After much discussion back and forth Dacor informed the service company that the part was not available. The service company suggested that I speak to Dacor directly.
I have been on the phone 8-10 times over the past 3 months trying to get information from Dacor. I've spoken to at least 4 service representatives, none of whom were helpful. The bits of information I have been given include the following:
- Initially I was told they had the part in stock.
- Was subsequently told the part number had changed and they would need to check on it - no follow up to me
- Was then told they were still "looking for the part" - no follow up to me
- Was then told a message was sent to "engineering" to see what parts might fit my range - no follow up to me
- I left multiple messages for a person managing my issues and was eventually told
"she no longer works here".
- I've been given 3 different part numbers by the people at Dacor and I still am not sure any of them are corect.
- On most recent call was given yet another part number and was told they would check on this part and get back to me. Only once has anyone at Dacor actually "gotten back to me"... All other times the calls were initiated by me.
Bottom line: Dacor service is terrible. They do not maintain parts for their products. Now I have a very expensive 4 year old range that does not work and cannot be repaired (when all it needs is a new right front element on the cooktop).
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