Our washer is covered under warranty with DVD. On 12/19/14, we notified DVD that washer wasn't working. Service Call #1 - First technician diagnosed a faulty circuit board, would have to order part. Service Call # 2- Second technician brings circuit board, states first technician misdiagnosed the original problem. Problem is the motor, would have to order one. Service Call #3 - Technician #2 brings motor and installs, washer not working. Consults with Whirlpool, states the problem is capacitor and he would have to order one. Service Call #4 - Technician #2 brings and installs capacitor , washer not working. Consults with Whirlpool and says the problem is a wiring harness and he would have to order one. Over the next 3-4 hours I place at least 4 phone calls to DVD in an attempt to talk to Raven as 3 employees tell me she is the only person who can help me. She does not call me back until next day, late afternoon. Raven states that for some reason the technician did not order the wiring harness and she would be unable to order one until Monday. Service Call #5 - Technician #2 brings and installs wiring harness, washer not working. Technician states he has no idea of what the problem and called his service manager, Raven, who would then call me. Raven calls and advises she has to talk to her boss, John, about the problem with our washer. I requested Raven to send me copies by email of all service orders as both technicians never left copies of the work orders. She said she would. The next day, not receiving her email, I drove 45 miles round trip to pick them up in person the next day. Raven advised that she needs to send out a senior service technician to look at our washer. I asked her again to have her boss, John, call me. Service Call #6 - Senior service technician arrives and after review tells me he believes the issue is the circuit board and he was only here to assess the situation and report back to Raven. As of today, 01/15/15, I have been waiting 3 days for John, their store manager and Raven's boss to call me. My wife continues to take our laundry to her mom's and sister's to clean. If this review can help just one family avoid the horrible experience we've gone through and continue to experience it will be worth it. Don't believe the "WOWS" as proclaimed by their commercials. DVD does not value their customers.
I believe DVD is engaging in fraud as it relates to their advertising concerning their protection plan and return policy on their website.