Trail Appliances – Pansonic microwave

On Feb 10, 2023 I purchased a new Panasonic over the range microwave, total cost $1,000, from Trail Appliances in Nanaimo. It sat in the box until March 1, 2023 while the kitchen cabinets were installed. When we tested it, it made a loud rattling noise and the display screen was so dim you could not see it.

Mar 2, 2023 - I emailed the salesperson at Trail Appliance, but got no response

Mar 6, 2023 - I emailed again, no response

Mar 10, 2023 -I called the Trail sales rep, she claimed not to have received my emails then informed me I would have to get it repaired. Brand new out of the box and Trail did not offer a replacement

Late March – the Trail sales rep sent me contact information for Trail’s customer service

Late March - Customer service sent my information to a local repair company. The repair company advised that it would need to be dropped off to be repaired (it weighs 55 pounds).

April 1 – I dropped it off at the repair shop. They said the power screen faded, the magnetron and cooling fan were battling, speed was slow and the magnetron was overheating.

April 5 - It was ‘repaired’ and I picked it up. I tested it at home and the screen was still dim, the noise was less but still there. In addition, there were now scratches on the inside of the display

Early April- I went back to the Trail Appliance store in person with pictures and showed the salesperson. She called over her manager and he said they would take care of me

April 22-the Trail sales rep emailed Trail customer support and copied me on the email. Trail customer support said they would contact Panasonic on my behalf

Jun 6-I started receiving calls from the same appliance repair company saying they had a ‘grill’ in stock for me. They are coming to replace the ‘grill’ on Jun 14

May 30 - The last time Trail customer service responded to any of my emails

The brand new microwave continues to make a loud ticking noise, the screen fades to the point where you can’t read it and the scratches from the ‘repair’ may or may not be fixed on Jun 14th.

This defective microwave should have been replaced immediately and new appliances should work out of the box. The repair that did not work and lack of response from both Panasonic and Trail Appliances is unacceptable.