It happens to everyone, from time to time, to hear about someone’s incredible story about an appliance purchase that turned into hell for all sorts of reasons related to the appliance and the related companies involved.
We always think that this could possible happend to us, that we would never let it happend. Afterall, we have rights, as consumers, no?
Well, this story just has happened to me. It implicates the companies Samsung (manufacturer), Direct Energy (repair service) and Brault & Martineau (retail).
I’m publishing this story on the net because I consider that these companies were dishonest, uncaring and downright abusive to me and my family, and they have caused me damages by their incompetence and inconsideration.
Wednesday, February 18th 2009
The beginning of the strange behaviors of my washing machine, a brand new Samsung WF218; it doesn’t spin anymore. At every try, the machine stops and changes rotation side until eventually dying with an error code “dc” meaning “unbalanced load”. Restarting the machine fixes it, for now.
Saturday, February 21st 2009
Restarting the washing machine doesn’t cure the problem anymore, there is no way to spin the load.
Monday, February 23rd 2009
I call where I bought the machine, Brault & Martineau Kirkland to report the problem. They tell me to call Samsung, because it’s under warranty and they (Brault & Martineau) do not handle items under warranty. So I call Samsung and they dispatch a service technician for Wednesday.
Wednesday, February 25th 2009
A technician from the Direct Energy company comes to see the washing machine. He disconnects it, short-circuit the electrical cord with pliers (which has no effect on alternating current circuits) and then reconnects it. He starts a spin cycle; it works. He gives us a weird explanation, something along the lines of “The washing machine was remembering that it was unbalanced before, so we reset it.” He went as far as saying that if it does it again, to disconnect it for half an hour!
Interesting note: This technician did not give us any documentation for his service call, no proof, no invoice, nothing.
Thursday, February 26th 2009
I call Samsung to tell them the machine is not repaired, and they inform me that I now have to deal directly with Direct Energy, as they have a warranty on their own repair. So, I call those people and ask for a service call. They tell me that Friday, the technicien is in formation, then there’s the weekend, so the soonest they can come is next Monday.
I call Samsung to tell them that I don’t quite agree with these sorts of delays, and they tell me they’ll open a new service call to try and get it done quicker.
The same nigh, Direct Energy calls me to set an appointment for the next day, Friday.
Friday, February 27th 2009
Direct Enercy calls me to tell that the, afterall, the technician won’t be able to come today. So the appointment is pushed back to Monday.
Monday, March 2nd 2009
Another technicien from Direct Energy comes. He quickly looks at the machine and, without even turning it on, concludes “We’re going to change the main board.” (This is the major electronic circuit controller.) While he’s calling for part numbers, he starts the machine, empty, in spin cycle and sees it wiggle. He then says “Well, the tank is broken too. We’ll have to change the tank as well.” He adds a tank to his repair sheet, which he gives us a copy.
Wednesday, March 4th 2009
Still without any response, I decide to call Direct Energy. They tell me that, typically, parts take anywhere from 5 to 10 days to be received. The employee I spoke with told me that the person responsible for parts will get back to me to give a more precise delivery time.
Thursday, March 5th 2009
Still without any response, I decide to call Direct Energy. This time, they tell me that the parts will be received on March 15th (so 11 days) and that only then will someone call me to setup an appointment.
Facing that dead end, I call Samsung. They seem annoyed that I bug them about my machine, and tell me that “We only deal with repairs. Call the store where you purchased for any complaints.”
So, I do just that. I call Brault & Martinueau Kirkland. I speak with Miss F. that gives me a very nicely written speech about “[...] we consider a broken washing machine as important as a broken refrigerator. Me and my director think that these delays are unacceptable. I will give your case to customer relations. They will decide if either we’re going to pressure Samsung, or replace the machine. You will have an answer within 24 hours.”
Friday, March 6th 2009
Still without any response, I call Brault and Martineau. This time, Miss F isn’t there. Mr. P isn’t there either, and M. MA is busy. They suggest I call Saturday.
Saturday, March 7th 2009
I meet with Mr. P, and he informs me that he’s not the one handling my case and it’s im-pos-sible for hime to know anything about a case that is being worked by someone else. He says he’s sorry numerous times, and asks me to come back Monday.
Monday, March 9th 2009
Still without any response, I start calling regularly to task to this Mr. MA, but he’s always busy. Finally, at 15h15, he picks up. He tells me that he just got my case (even though it was submitted to him the previous Thursday), and he has to contact Samsung and Direct Energy, then get back to me, which will take 24 to 48 hours.
Facing these unacceptable delays, I call Brault & Martineau’s Head Office, at 15h20. The person on the phone tells me she contacted Ms. A at the appliances department, and that she will get to me within 48 hours.
15h45, Ms. A. calls back. She just talked to Samsung, and says they have to contact Direct Energy. She (Ms. A) should call me back before 17h today or the next morning (March 10th).
Tuesdat, March 10th 2009
Still without any response, I call Brault & Martineau at 15h45, head office, asking for Ms. A. They have me wait 20 minutes, but I later realize that while I’m waiting, Ms. A calls Samsung. After all the waiting she tells me that “I GUARANTEE you that tomorrow morning, we have a solution for you.”
Wednesday, March 11th 2009
Still without any response, I call back Ms. A at 14h20. She, again, makes me wait a while on the line while she calls Samsung, She then comes back to tell me that the replacement of my washing machine has been authorized, She also tells me that someone, from HQ, will call me by 17h00 to setup a delivery appointment.
Thursday, March 12th 2009
Still without any response, I call back Brault & Martineau HQ. The person that takes my call can’t reach Ms. A, nor the other person that could help me with my case. I refuse that kind of response, so apparently she tries “harder” and eventually gets in touch with the other person handling my file.
Finally, that person tells me that the earliest delivery will be Saturday. I have important university exams that day, so I ask for Friday. Afterall, this one-day delay was caused by them not calling me back, not me. The employee passes me to Ms. V. who identifies herself as a supervisor. She also refuses anything for friday. Apparently, when delivery routes are set, it’s so final that the trucks wouldn’t stop for a flat tire.
She then offers me Saturday, but guaranteed between 7h and 10h. I accept, reluctantly.
Here I am! Next update, Saturday morning. Will I get a washing machine? WHO KNOWS??? *cue scary ghost movie music*
Other interesting facts: Mr. MA, the customer relations director at Brault & Martineau Kirkland, never called me. Not a single time. Not after 48 hours after he said he would. Thanks Mr. MA.
Update: I initially forgot to link this post to the rest of the story, so here it is!
