My husband and I purchased the DACOR 48" Built-In Side-By-Side with Ice/Water Dispenser Model #EF48BDCB (SS) on 5/20/07. Purchase price w / tax $7901.17 It is suppose to compare to a Sub-Zero, NOT!!! Dacor could only wish.
We first started having problems in November 07 with ice dispenser. The plastic (did a say PLASTIC) part that forces the ice cubes through the ice crusher broke off. It took several calls to repair companies, names that were given to me by Dacor they said would service this unit under warranty. Which some of these repair companies I called said that they NO longer service Dacor under warranty!
Finally Allen & Sons repair came out. The repair man took one look at the unit and got scared because he was unfamiliar with Dacor. He said, he thinks that his company does not service this unit. He made a call to his own company in a foreign language, the next thing I knew he was running out the door saying they don't service that unit under warranty.
I called Dacor again, they said that Allen & Sons did cover under warranty. So I called that company back. I felt I didn't have much choice it hard enough to find them. The guy at Allen & Sons admitted that the repair man was running scared. I reschedule to have another repair guy come out, but 30 mins later that same repair man was at my door. I let him in but I was not very confident in his ability. He looked at the ice container said he will need to order a part.
A month goes by and we hadn't heard anything. So I call Allen & Sons. The customer service girl doesn't see anything about them ordering the part. She said, she would get back to me. A few days go by, nothing. I had to call them back several times, finally the part was order.
The repair man came out to replace the part he told my husband it would take several hours to fix it. My husband said that it really shouldn't, he had to show the repair man how to change out the part. It maybe took all of 15-20 mins. But it took about 2 month to repair the problem.
But, that problem was insignificant compare to this! The real reason for this story is that in the beginning of January 08 the freezer compartment started to grow ICICLES the length of the freezer all around the inside. The ICE builts up where the fan circulates air for the defrost cause the blades to hit the ICE. This makes a VERY LOUD ANNOYING NOISE that can radiate throughout the entire house day or night.
Called Dacor again, for a different repair company. They gave me Wilshire Refrigerator (this is a great company I would recommend them anytime). Derek came out, (a great repair man that knows what he is doing). He said the water pan is filling up pushing the water into the freezer causing all these ICICLES. He said, he had just been working on this same problem with the same unit for another homeowner.
Derek said, since he had been working on the same problem. Dacor was to send him a repair kit to fix the problem. It didn't appear at first. Derek had been to the house several times to remove all the ice from up above where the fan is, inside and behind the freezer compartment. It is incredible how thick and how much ice were talking about. I have pictures. Derek tried to repair it as best as he could. It took over 3 hours to remove all the ice and fix the cheap styrofoam pan. Again 5 days later the same problem returned.
Called Wilshire, Derek said to call Dacor that there is nothing else he could do to fix the problem. I called Dacor spoke to Erika in customer service. I asked for a FULL REFUND.
She called me back and said Tom Thompkins District Manager from Dacor would bring out the new repair kit that their Engineering group GUARANTEED would solve the problem! I said OK, but if it still doesn't fix the problem I want a FULL REFUND!
Derek from Wilshire came out February 5 with the NEW FIX-IT KIT. Again he took the unit apart removed all the ICE from the back and inside the freezer. He replaced the old pan with the NEW FIX-IT PAN and unplug the automatic defrost connection switch as told to do so by Dacor.
Unplugging the defrost timer unit just made it worse by forcing the refrigerator to continuously defrost the unit for 6 hours. Now the temperature fluctuates up to 12 degrees warmer in the freezer and 4 degrees warmer in the refrigerator.
On Feb 8 the annoying noise was back, ICE built up again. Left 2 message for Tom Thompkins to return my call. I'm still waiting!!! Since then I have spoken to Dacor at least 15 times.
We had filed a complaint with the BBB on 2/11/08. Dacor didn't respond until yesterday 4/7/08. Saying that our refrigerator is still under manufacturer's warranty period, so they will gladly honor their contract, but they will not replace it or refund our money, and that they are working with us to repair it under our warranty!
The last time Dacor called us was on 3/27/08, I spoke with Erika. She said the District Manager/Director were working on it. Tom Thompkins, Cheryl Crowe to name a few. I called Erika back on the 28th. I asked her to respond back today or that following Monday. NOTHING!!!
I called on 4/7/08 left message for Cheryl Crowe Director of Customer Service to return my call today. That we want a FULL REFUND, I have a freezer full with ICICLES, the fan makes noise, the temperture fluctuates, all the light bulbs exploded inside from the ice hitting it, even one in my face, the ice maker is frozen over so won't dispense ice/nor make it like it should. Which we even had paid extra for to have it locate on the door. HA HA! I'm still waiting for a call!!! And they say they are working with us.
We have also filed a complaint yesterday 4/7/08 with the California Department of Consumer Affairs. I'm so sorry this complaint is so long, but I really want for everyone to know what has happen to us. I don't want it to happen to you!!! So if you are looking for any type of high-end appliances save yourself do not buy dacor.
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