I purchased a washer and dryer on 1/21/10. On 1/22/10 they were installed and the dryer would not turn on. The store manager, Jennifer told me that she would bring me a replacement. On 1/23/10 a new dryer was delivered & installed. This dryer would not produce heat. The store manager, Jennifer told me that I could trouble shoot and then was told I had to have their repair company out. At this point, I have had 2 dryers in my home and not been able to use either one of them. On 1/26/10, the repair company spent over 2 hours trying to diagnose the heating problem. They said the part what broken and would need to be ordered. On 1/28/10 a third dryer was installed. I used it once. The second time I tried to use the dryer it tripped the circuit and shut down. On 2/3/10, I had an electrician install a new circuit only to have the dryer to continue to trip the circuit and turn off. On 2/3/10, I left a message for the other manager, Derrick to return my call which he never did. I received a phone call from the repair company to set up a time to repair it on the same day. On 2/4/10, I went into the store and the manager Derrick would not speak to me in person. He told me that he would tell me the same thing in person as over the phone and that he only had a few minutes because he had to leave. I explained that in 13 days, I've received 3 dryers which have not worked and would like a refund. He told me that he wouldn't do that. He stated that I had to have it repaired first. I have spent hours waiting for delivery and the repair on the second dryer in addition to have them in my home for 2 hours trying to repair it. I don't want to waste any more time on repairs. I have been inconvenienced enough with 3 dryer installs and a repair call. I want a refund so I can buy a dryer from another store.
2/16/10
I called the Moorpark store and spoke to Jennifer, the store manager. She was not aware of the situation with Derek nor that I have a third dryer. She had been very helpful in the past and said that she would talk to Derek and call me back. She also confirmed that the Moorpark store was the headquarters and that Derek was the highest manager.
When she returned my call about 2 hours later, her tone was curt and rude. She told me that the store is standing by its policy and will have to have the third dryer repaired. I explained that I cannot take anymore time off work to wait for a repair person, then his diagnosis, which took 2/12 hours last time then parts. She said thats the policy. She stated that when you buy a Lexus and when the water pump goes out, you dont get a new Lexus. She also stated that she thinks that there is something wrong with the wiring in my house. I explained that our house is 15 years old and that I paid a licensed contractor $250 to upgrade the electrical panel a few weeks ago and he stated that there is something wrong with the dryer. I also questioned why Ive had three different problems with all three dryers. The first one turned on but would not start. The second one would not produce heat and Warehouse Discount Center sent a repair person who took 2 hours to diagnose the problem and acknowledged that the dryer was not producing heat and he would need to order the part. Jennifer then interjected and said that when they received that dryer that it functioned properly. I asked her if it produced heat and she said that she would not get into that with me. She questioned who made that diagnosis and repeated that it was someone Warehouse Discount Center sent out. She asked who the name was since they use a third party. I told her that I dont have the receipt because Warehouse Discount Center took the dryer back. I then explained that the third dryer has a completely different problem from the first and the second and that I dont want to deal with their company anymore.
Sandy from American Express has a conference call today 2/17/10 to discuss open dispute.
2/18/10
Sandy from American Express called and said that now the store manager is saying that the first 2 dryers that were returned to them were functioning when they received them but they do not have any paperwork to substantiate that. Remember dryer number 2 did not produce heat and Warehouse Discount Center sent a repair person who said that the heat component was broken and that a new part had to be ordered. The received the paperwork that #2 needed a new part so they sent me #3 but now theyre claiming that didnt.
She also said that the store is claiming that the dryers are not working because we have a clogged vent, which coincidentally, Jennifer (the store manager) had me trouble shoot for and I found there to be no clog.
She told me to call Whirpool directly and schedule a service call which the soonest I could get is next Wednesday from 1-5. So they will come out then and I will have them check the dryer, the vents and Warehouse Discount Center will replace the dryer if it is in fact defective.
American Express is not closing this dispute and will not pay them for at least a month until we get this dryer looked at. Because I signed in VERY tiny print on the receipt that they do not accept returns, they are not interested in making an exception.
2/24/10
Received a phone call from Jennifer at 10:28 am. She stated she tried faxing me several times this weekend but my fax machine wasnt on. She said that dryer #1 was the one that worked fine when they received it back. When they received dryer #2 it prompted them to test dryer #1. They will return dryer #1 to me or set up a service call for #3. (I have a service call scheduled for dryer #3 today) I told her that it is interesting that her story is changing now that they received documentation that dryer #2 didnt work according to the repair service call receipt which was faxed to them. Very curtly, she said that her story hasnt changed. I repeated her previous accusation where she told me that dryer #2 worked fine when they received it back to the store and when I asked her if it produced heat she told me that she would not get into that with me. I then disconnected the call.
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