The Brick

Our dishwasher, purchased from The Brick (in Penticton BC) 3 years ago, leaked and started beeping an error message. So fine, it did the same thing a couple years ago (when it was still under manufacturers warranty) and it was dealt with quickly. We had at the time purchased 5 appliances and purchased the 5 year extended warranty at a cost of $659.95. So I called the number on the invoice, woman says oh, after 1 year it is handled by King and State, and gives me their number. I call, get a recording, "we are not available, but you can make a claim online." So I go online and submit the claim. Once submitted it said "someone will get back to you in 72 hours." That seemed a long time to wait, so I tried calling again, was on hold for about an hour until it rang through to someone who never answered! So I gave up and waited. 4 days later, they did call me, and said "we don't have any service techs in your area, so we are giving you a prorated credit of $340 towards the purchase of a new dishwasher (and ONLY a new dishwasher) at The Brick Penticton. Oh, and this expires in 90 days." WTF? $340 will cover the cost of delivery ($150) and installation ($159) so I am still stuck with the cost of a new dishwasher vs a repair that would probably cost $150...

I called The Brick Penticton, and it turns out the newbie salesman we purchased from is now the customer service manager... I told him this was not satisfactory - why would they sell us this "extended warranty" if it could not be serviced in our area? Oh well, Covid, he says - they have lost service people because of it. (Seriously? I haven't heard of any service people who have lost their job because of Covid...) I asked for a refund of the $659.95, as obviously the warranty is useless. He said, well what about the other appliances? I said if they can't service this appliance, are they going to be able to service the others? He said he would contact them to find out.

So 2 days later, he calls, all happy like "good news, King and State has approved the $340 credit." Um, yeah, I know that, so you are not prepared to help me? "There is nothing I can do" he says. "All sales are final" he says "we won't refund your extended warranty" And he made me wait days to tell me this because why? I asked to speak to the manager, who was "conveniently" with a customer... so still waiting for him to call back.