Pacific Saleshorrible customer service & follow up

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a verified customer
Verified customer

August 2, 2008: Pacific Sales Service is a JOKE! We bought the most expensive Bosch dishwasher in the product line... almost $1, 600 (the unit was delivered defective out of the box; the digital display was not working). A Pacific Sales APPROVED Installer came out and installed the unit only to find that once he turned it on... the functions of the LCD Digital display were not working. We were unable to run wash cycles as we could not tell what mode the dishwasher was in. When we called Pacific Sales to report the issue. We were told that we would have to wait a week for one of their Authorized Repair Contractors to come out. We were given a date and a specific window of 12:00 PM to 6:00 PM and advised that we needed to be available when someone arrived. On the day that they were supposed to come... know one showed. We called the number that was given to us and were told that they had no record of a repair ever being scheduled. Even worse, we were told that they did NOT repair Bosch (how is it that Pacific Sales Service could make an appointment for us (while we were on hold) with their own Geek-Squad and never mention that it was a Bosch dishwasher that we need repaired to their own service. After waiting all day for no one to show, and then being told that they did not repair Bosch appliances- we once again called back to Pacific Sales (818.737-2900), Woodland Hills Branch. They told us that they would schedule the replacement of our new dishwasher with a different company/installer, and further told us that it would be another four days before they could come out. Well guess what, the same deal happened again.. we waited... no one showed. After being stiffed a second time we called to speak to the Woodland Hills Store Manager (a Steve Baker). Mr. Baker promised us that he would personally make sure that our issue was taken care of and that a new replacement would be delivered and installed/no charge. By this time it had almost been a month of waiting... with no working dishwasher the whole time. Well, a new installer came with a replacement dishwasher... and while installing the dishwasher they BROKE the brushed metal front handle. They (the installers) would not take the newly installed unit out... instead, they (without our knowledge) ordered replacements parts... which ultimately arrived via UPS a week later. When the parts arrived there was no documentation or instructions on what we supposed to do with them... you would have thought someone from Pacific Sales would have called us to set up a new appointment or at the very least to let us know that they were aware of the latest issue. When we called Pacific Sales to ask what the status of our installation was... we were told that someone would be calling us to come take apart the new dishwasher (the entire front panel and its digital electronics) would need to be accessed/removed in order to get to the front door handle. The person in service (her name was Cristina, [protected] Ext. 8607) would not authorize a new working replacement be sent. Instead, she comment that if we wanted to sue them, "then to go ahead and give it a shot". WELL WILL NEVER DO BUSINESS WITH PACIFIC SALES, OR BEST BUY EVER AGAIN. BEWARE OF BOSCH DISHWASHERS... There seems to be a quality control issues with Bosch, as we have not been able to turn one on without there being a problem. PACIFIC SALES has the worst customer satisfaction we have ever seen... the store we bought our Bosch at was: Pacific Sales - 6100 Variel Ave Woodland Hills, CA [protected].737-2900) - Your best bet is to go to the store down the street (on Variel)…

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