Dacor service/customer service

[raebert]

I am very disappointed with what seems to be going on at Dacor. A few years back we saw them scale back all their multi-year warranties to one year across the board. Soon after we are told that Dacor wants to sell service contracts directly from Dacor (Dacor Ease). Most recently we as servicers are told that no consumer can call us directly for warranty service, that the consumer must call Dacor and Dacor will prediagnose and dispatch the job directly.

I talked to a customer service rep the other day to go to bat for a customer that was having trouble with her 14 month old Dacor and was looking for the factory to step up and provide an authorization. The factory stance was that she had the opportunity at the time of sale to buy an extended warranty from Dacor and declined so therefore she was on her own. The rep repeated things like we are trying to stay in business, we are not a big company like Sub Zero (which would give away the farm). Bottom line is she bordered on rude and inflexible to someone that just spent 4000.00 and now is telling her to take a hike.

I add these events up and wonder what the future holds for Dacor?

[Appliance Stallion]

They refuse to bring back some of the skilled people who made them a pretty good company. Anyone in a position of authority left to watch the farm that knows the appliance business and products ? Am I being cruel and a heretic ? Absolutely not. MJ needs to take back the reins and go back to the future !!!!

[Sam]

I am in the appliance repair industry and own an under warranty Dacor Range…..

I bought it because previous experience with the Dacor cooking products…in terms of function and ease of use…and we had no functional repairs on it.

Well this one is taking along time to heat up (45min….they say it should take 20). I called for service. What a mess….You can no longer call the service company direct, you must call Dacor. First person had to transfer me to a 2nd who then took the call and said he would be sending the part to the servicer. I asked what part…he didnt actually know. The next day I get another call from Someone confirming my symptoms…this was a tech advisor. Turns out they are not sending a part because it could be caused by a variety of things. He tells me they must now send it to Data Entry who will then dispatch it to the service company.

I realize that they hope to stop unneccessary calls with this method but, to have the call go thru 3 people before ever making it to the servicer…who will still have to report in to them before he can order any parts…is ridiculous. I know some manufacturers use this method successfully but, they dont have so many middle men…they guy who answers the phone is the tech guy and is the same guy who dispatches the call to the service company…

[Appliance Stallion]

They apparently have no idea what they are doing. What a cluster. They should keep it simple but obviously that is too easy for Joseph. Since everyone who is there now is a genius in his eyes. They have collectively taken their eye off the ball. They have created a gauntlet in Customer Service , more cost with more people who add absolutely no value to the product or process. He / they need to wake up quickly.Every high end manufacturer is hurting but I think it may be more difficult for them with these types of policies. The way you treat your customers is generally how you treat your employees and suppliers, your three most important assets.

[Appliance Stallion]

I recently had a conversation with Bob. He is a gem, a diamond in the rough. Dacor will miss him even if they have no clue. He was the last of the "A" team that made them a world class organization at one time. Anyone who would hire Bob would have the steal of the century. Maybe the peace loving Vulcans can snare him.

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