Macdonald's Furniture & Appliances

Réponse d'entreprise 21 septembre 2015

Macdonald’s is one of the only furniture & appliance stores with an in-house service professional. We take customer satisfaction very seriously and took a personal interest in managing Mr. Schneider’s service claim from initial report to final conclusion, with the dishwasher operating normally. At the time the difficulty began the dishwasher was, in fact, out of warranty. However, the extended warranty applied and it thus became the extended warranty company’s responsibility to solve, although we did follow the progress at every step. Unfortunately, once the problem was diagnosed it took longer than normal to get replacement parts sent to the service technician contracted by the extended warranty company. The customer did ask for a replacement dishwasher, instead of a repair, during this period. However, the terms of the extended warranty do not include replacement of appliances that are scheduled to be fixed. We understand the frustration this customer was feeling, but the policy does state that appliances will be repaired, not replaced. Although we wish it had taken less time to resolve, I’m pleased to say the issue has now been settled to the customer’s satisfaction, as noted in Claim Note: 32. While Macdonald’s was not in any way responsible for the parts delivery to the service technician, we agree that the waiting time was longer than usual. The reality of modern appliances are that they are much more complex than in the past. Half mechanical and half computer, late model appliances require a high degree of skill to service. Often that means ordering parts from distant locations and coordinating with manufacturers to ensure correct installation. No service technician can possibly have a complete inventory of parts with him at all times. We apologize for the inconvenience this caused our customer and look forward to serving this family again in the future.