Transglobal Service / Damaged dishwasher
I have purchased all my appliances with The Brick. TransGlobal Warranty Corp. a division under The Brick Group covers the repairs. In the past my appliances had been adequately repaired within the warranty provided. One of the items I purchased was a KitchenAid Dishwasher. The warranty expired when I began experiencing difficulty with the dishwasher (at this point the dishwasher was repairable). Based on my previous customer satisfaction and the added commitment of TransGlobal's assuranty "to providing superior service to our customers" as stated on their website I called customer service for an appointment to repair the dishwasher. A technician came to assess the problem and indicated I required a thermal fuse. He had one in his vehicle and replaced the part. I paid for the assessment, part and repair and he indicated I had a 90 day warranty on the service. Approx. 15 days later while the dishwasher was on that evening, my husband and I smelled smoke permeating though the house. My husband went to check where it was coming from and notice it was the dishwasher. We immediately turned the circuit breaker off on the dishwasher and called TransGlobal the next morning. A technician came to the house the following day. When he opened the main board the panel was burned exactly where the fuse was repaired. He took some pictures as did we and indicated to call customer service the next day. I called and talked to Maya who mentioned that the technician had indicated on his review that payment should be made to the customer along with a discount for a new dishwasher. She stated it is still to be reviewed by the supervisor and to call back tomorrow. Leslie had contacted us the next day to say, and I quote, "this was not the fault of the technician and that I needed to go buy a new dishwasher". I was stunned and asked to speak with a manager. After speaking with 2 managers I was finally transferred to Juliana manager of TransGlobal Service. Her response to me was "We do not know what the problem is but we are not responsible". I came to TransGlobal Warranty Corp. because I valued their expertise and experience. After the initial assessment and repair, I was now being told that it is beyond repair and I required a new unit. They also retracted the 90 days warranty even though their technician's repair was responsible for the damage. After I voiced my anger and frustration she indicated Stephanie MacDuff, Senior Operations Supervisor TransGlobal Service will call the next day. That was on December 08, 2009 and I still have not received a call.
I am very frustrated and disappointed with the lack of good judgement and customer satisfaction that I came to associate with TransGlobal. I relied on TransGloba's experienced technicians to review and service my still repairable dishwasher. I was given a written commitment of 90 days warranty and now I am left with a dishwasher that is burned at the exact spot the repair was made, with the resolution that "the dishwasher is not their problem and is beyond repair". I am disgusted at this response. My dishwasher was repairable when I called and now it is destroyed.
Future customers beware of the lack of commitment, inferior customer service and unprofessional workmanship of TransGloble Service.
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