In our lab we have a polyscience durachill model DCA204D500. After only six months of use the unit began developing problems. PolyScience refused to send a tech to look at the unit and decided to try and diagnose it over the phone. Their first guess was the main circuit board was bad. They sent us one we installed it and the cooler still had the same problem.
We contacted Polyscience again and this time they decided the compressor was shot. The customer service rep I was transferred to said that they could send the compressor to us then have a refrigeration tech come and install it for us. Ten minutes after I got off the phone with the rep one of the engineers from polyscience called and said the unit wasn't designed for the compressor to be serviced and that we would have to send the whole unit back to them for service. I told them that this was not an option since the cooler cools our labs laser and we could not loose it for that long of a period. The rep said they would call me back which I found out means they are not going to call you back and hope that you loose their phone number.
The next day I called Polyscience back to see what they where going to do. They said they had a loner unit they where trying to make operational and would call me back once it was. Once again they never call back. Two days later I call them back and they tell me the unit was up and running the morning before (thanks for that call). The Customer service rep then tells me that they can ship the unit to us and we can ship ours to them, which would be great but we are a small lab that does not have the facilities to load, unload, uninstall or install this unit. When the unit was originally installed we hired a contractor to install the cooler. Now we would have to hire the contractor to uninstall the original unit, install the loaner, uninstall the loaner and reinstall the original. When we told polyscience that we where not going to pay out these fees because their cooler died under warranty them said they had a service tech who could fix the unit and they would call me back.
Two days later and no call back what a surprise. I call them back and the service rep now says they don't have a tech that could service the unit. I told them that we could have the units installed and uninstalled but they would have to pay the bill. Of course this was not expectable and they have now been giving us the run around for over 2 weeks and the chiller completely died today and still no resolve from this company
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