My Negative Dacor Double Wall Oven Experience
Unique experience or Poor Dacor support? You decide...I am posting this because I referred to this community when choosing a double wall oven...so wanted to share my experience.
After extensive searching for reviews and considering other owners experiences with double wall ovens, we decided to purchase a Dacor Double Wall oven. We've have never been able to use the oven as yet..it's been 3 months.
Our decision was based on the company having a longer warranty (3 years vs 1 for most other brands) and better customer support. We figured that if something goes wrong (as it seems double ovens can have) at least we would be dealing with a company that cares and supports it's owners.
We were wrong.
Our new oven (model number eord230sch)generated a C01 error. Basically nothing will work. Total shut down. We called Dacor this was 8/24/2012. They told us the error was a board issue and they would send the part to the retailer that would provide the service support.
Well the service dept did not call to set up a time until at least a couple weeks later. We were told that Dacor has to build the part and that's why it took extra long. Also since the part was coming from California, shipped ground, it would take another 5 days.
Service person came and installed the new part. 5 minutes later same C01 error is generated with new parts.
He calls Dacor service support and got a message saying they were closed! It's a Wednesday at 100PM in California. Service person put the phone on speaker for us to hear. I doubted it, so I called and surly yes it was closed. Turns out they were closed for training.
We then waited another week and was told by the retailer Dacor shipped the wrong part. Retailer assuered me that Dacor would be shipping the part FedEx so we could resolve this soon.
Being a bit confused and wondering if i was getting the run around by Dacor or the retailer, I called Dacor again. Mentioned to them the poor service I am receiving, they said if I wanted to re-open the service call with another service provider, it would take a week. So i decided that fine, let's keep going. They repeated to me the history and that on 9/20 they shipped the right part.
I was assured by both Dacor and the service provider that by 9/24 or latest 9/28 I would have by oven fixed. Got a call from the retailer and they said Dacor understood this was a 'customer issue"
It's now October 2nd and I still have a non-functional expensive piece of metal- instead of a functional wall oven.
Differentiation by it's customer service...you decide.