On the 21st of November 2015 we walked into the Goemans store in Woodbridge, ON. and purchased a top of the line washer dryer. The salesman was Peter Di Carlo. We contracted to have the existing units removed and the new units installed in their place. This was all done. when the units were tested, they found out that the dryer made a terrible clanging noise. We told them that we wanted the unit replaced. The installers indicated that we need to talk to the store. we called our salesman who in turn said that he would contact customer service. Customer service called us a few days later and told us that they would have to send a service technician to assess the unit. We insisted that they replace the dryer. No, it must be evaluated first. On December 1st, the service tech from Aim Appliance Service showed up, he concluded that the unit was damaged and that the body frame was scraping the drum. He indicated that he would have to order parts. We again insisted that they replace the unit. Goemans inisits to this day that this is a 'warrantee' issue. We insisted that transportation damage is not a warrantee issue and that they replace the unit promptly. The replacement, apparently is a three day event!! we told the Goemans customer service person that we cannot loose three days work to stay home waiting for the replacement. To this day (Dec. 19th) we still have a damaged unit with all the plastic wrap still on it.
- Company Response
Hello. We're very sorry to hear about this. Please know that a positive customer experience is something that is important to us here at Goemans. Could you please send us an email to email@example.com with your contact information, including invoice number, so we can look into this for you? We were unable to locate your file under your HomeStars username. Once we have more information we will have someone connect with you as soon as possible. We apologize for the inconvenience we have caused. UPDATE: Hello again. We understand that you've been working with our service manager and she arranged an exchange for you, which took place on December 23, 2015. We are happy to hear this! Please let us know if there is anything else we can do to help. Thank you.