Appliances: Enough is Enough!

We have owned many appliances in the course of our home-ownership lives. As agents, we have witnessed thousands of issues involving home-ownership and maintenance. However, never before have we encountered such a pesky, unrelenting, annoying issue as a dishwasher that requires more than annual service, and has never performed properly. We have had the same service folks out repeatedly, the most recent this last August. Diana announced this morning that “the lower dish drawer will not close”. I investigate. After many frustrating minutes lying on my side with a flashlight in my mouth, I cannot discern why it will not close.

For the first time I decided that enough is enough….I called the manufacturer this time. They have some spotty records pertaining to our ownership, and said that I should call the same service folks and give them a reference number with which to call the manufacturer.

The service tech will be here November 13, two weeks out, between 8:30 and 11:30 AM. Great, another half day off from work. The good news about these dish-drawers is that while they tend to break down one at a time, you still have the other one to work with for two weeks while waiting for the service call. [I wonder if that was the driving force behind the 2 drawer design decision? Funny that’s never mentioned as a feature in the promo materials.]

The following is the letter that I sent to the manufacturer following a rather terse session with a representative on the phone. If the company makes good on this I will tout their wares. If they don’t, you’ll hear about that as well.

__________________________________________________________

This is concerning Dish-Drawer Serial Number 88271 CAM745047.

Having talked with a company representative this morning [Ref #7489913A], I thought it prudent to follow up in writing.

While on hold with your representative, I found the “hold music and message” full of irony as the spokesperson stated something to the effect that “customer care is an integral part of business at Fisher & Paykel, that integrity is the backbone of….”

While the representative was willing to listen to my concerns and stated the next step to be taken (call the service tech….again) there was not much empathy.

I am 55 years old and have owned several homes, and thus appliances. I must conclude that my Dish-Drawers are defective. They require service more than once per year, they DO NOT clean dishes. We scrub every item that is loaded into them, knowing anything bigger than a pinhead will block the drainage system.

I respectfully request that you consult with our service company, At Your Service, Inc.: 425-814-9462.

If indeed “Integrity is the backbone of your philosophy….”, these dish-drawers should be replaced at your company’s expense.

I have owned $400 dishwashers that never required service for 10 years. This unit doesn’t clean i.e., requires thorough rinsing of every item, and is unacceptably unreliable.

I ask, how many times should service be required for the average appliance? I do not know, as I am not in the appliance business. I am in the home selling business. I contend that you are indeed in the appliance business and thus are acutely aware that annual service should not be required for ANY appliance. And certainly, one for which a premium is paid, one should reasonably expect that it be capable of performing its function, which this unit does not, never has.

I am looking forward to your reply, anticipating, and hoping, that your own statement regarding integrity holds true.

You may review this statement for reference on my blog at http://redmondrealestateblog.com where I will track the progress.