Business Description:
Store in the Cities of Springfield, Decatur, Champaign, and Bloomington.
4 1347 reviews
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Categories
appliance store
Dick Van Dyke Appliance World
3800 Wabash Ave, Springfield, IL 62711, USA
(217) 544-8180
http://appliance-world.com

Service

Will Recommend

Total Experience

Mrs. H.

Springfield, IL
Dick Van Dyke Appliance World

Disappointed with repair service

Dick Van Dyke in Springfield has been our go-to for appliances fo 10 years. I always highly recommended them...until now, when we needed service. Repairman mis-diagnosed a problem twice on our dishwasher, which resulted in water damage to our cabinets. I have requested on multiple occassions to speak with a customer service supervisor, and never have been contacted by one. I am sorely disappointed. We will never purchase from them again. Great in the buying and delivering aspect, very very poor in the repair and professionalism departments.

comments

I apologize for the inconvenience we caused with the repair to your dishwasher. I am a little confused about the negative comments in your survey though. I have personally spoken to you twice about the issues you've encountered during the dishwasher repair. I have more documentation indicating that my customer service supervisor spoke with you multiple times. I feel our technician made a mistake when he diagnosed the dishwasher initially, and due to that mistake we replaced several parts on your machine. My records further indicate that we made repairs totally over $350.00 and you were not charged for any of it. I feel my technician made a mistake when he initially diagnosed the dishwasher, but we went above and beyond by repairing everything that was wrong with your appliance at no cost to you. I feel that you should have paid for the parts and labor that were necessary to repair the initial issue with your dishwasher. However, because we made a mistake you were not charged for anything. We feel that is exceptional customer service on our part. Thank you for your business.
Respectfully,
John Shepherd
Sr. Vice President
Dick Van Dyke Inc.

 Dick Van Dyke Appliance World commented on 09/26/2013
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