Dear Jeremy,
We appreciate your feedback and the opportunity to address your concerns regarding your recent experience with CanadAppliance. It is important to provide a comprehensive response to ensure we address all aspects of your experience.
We understand that your dryer presented various challenges. Our dedicated technician, with extensive experience, assessed the initial issue with your dryer, which had ceased rotating. Given the age of the appliance (15-20 years), finding the correct replacement motor was a struggle, but we managed to locate a suitable part.
After obtaining the necessary part, we promptly returned to replace the old motor, successfully restoring your dryer to working condition. However, after a few days have passed, the dryer stopped functioning once again. Our technician returned to diagnose the issue and discovered that due to the appliance's age, other problems had emerged. Notably, the timer, which is an older-version motherboard, was damaged and needed replacement to ensure the dryer's proper operation.
Unfortunately, the timer was out of stock everywhere, presenting a significant challenge in providing a timely solution. We respect your decision to purchase a new dryer instead, considering the extended 10-12 week lead time for the part. We also understand your request for a refund for the previously replaced motor. However, it is essential to clarify that the motor had been used, making it impossible for us to return it to the supplier and obtain a refund.
In response to your dissatisfaction, we took the initiative to engage our customer service team and proposed a refund of the labor cost to address your concerns and ensure your satisfaction. Unfortunately, we would not be able to offer you a refund for the part, as it has already been installed, and it is impossible to return a previously installed part to the supplier. Regrettably, it seemed that you were not inclined towards this resolution. Despite our efforts to reach an amicable solution, including additional attempts to contact you, we were unable to find a mutually satisfactory resolution.
We genuinely understand your frustration, and it is important for us to emphasize that we are committed to providing the best service and assistance to our customers. However, it is also crucial to recognize the inherent challenges that come with aging appliances, as further issues can arise unexpectedly.
We appreciate your feedback, as it allows us to continually improve our services. Please feel free to reach out to us if you have any additional concerns or if you wish to revisit the compensation discussion. We are dedicated to ensuring your satisfaction to the best of our abilities.
Thank you for choosing CanadAppliance.
Warm regards,
Henry
CanadAppliance Team
