Kevin

I purchased a Whirlpool Dryer early Oct 2019 from Tasco Mississauga. First attempted delivery of the dryer was damaged, so I declined the unit. I accepted the second delivery of the dryer as there was no obvious physical damage. I used the dryer within an hour and heard a loud metal banging noise from the dryer. I then pulled it out to ensure it was leveled and setup properly and noticed a dent in the back of the unit. That same day, I called Tasco to report my issue and request an exchange, but they initiated a service request with Whirlpool for a repair. I was opposed to the idea of a repair and repeatedly requested Tasco for an exchange. They refused, leaving me no option but to finally allow Whirlpool to see the unit. The Whirlpool technician confirmed that the unit was damaged and did require a repair. Keeping a "broken on arrival" unit was non-negotiable and I continued to request an exchange with Tasco. I then called Tasco Mississauga to speak to the manager, Paul, and he escalated the issue to head office. Tammy from head office then contacted me and continued to push me to Whirlpool for support, again refusing an exchange. I requested Tammy to escalate further and she informed me there was no option or opportunity for further escalation. It has been 21 days since the arrival of my broken dryer where almost daily I have spent time on escalation phone calls, responding to follow-ups, accommodating a repair visit and having to visit Tasco Mississauga in person to meet with management. Unfortunately, all this time and effort has resulted in a futile attempt to exchange a "broken on arrival" unit. I am disgusted in the atrocious customer service I've received from Tasco, especially considering that I've purchased an appliance costing $1000 which was delivered broken at the time of delivery. I have never experienced this with another retailer and I am hopeful that in reporting this through BBB I will receive the exchange or refund of my dryer that I am justly owed.