My husband will be eating crow tonight. We had a discussion about my heater last night. I talked him into letting me contact Dimplex. All I had to say was " Remember Kabuki"? I do recall you had a very pleasant stay.
Well he went online and re read the reviews. Some weren't favorable towards Dimplex's customer service. He told me " You won't get anywhere with them, don't bother trying"
When is he going to learn not to say things like that to me? So I thought about it for a while, told him I'd try anyways. That maybe the reviewers didn't say the right words when they contacted Dimplex.
I just called, asked right off the bat " Who am I speaking to?
I knew if I asked and got a truthful answer they would know I'm taking notes on this conversation.
The service rep asked me for the general info. Why I was calling. What happened? When I told her in my matter of fact tone, that the unit IS defective.She got real quiet, her tone changed just a bit.
She asked if I had pictures, First question. How bad was the damage?
Was the unit solely plugged into the strip? Please explain the strip. What's it's purpose? I did tell her that we had tried plugging it into the wall outlet, but the plug and prongs were hot to the touch. So we bought a heavy duty strip. How long did I have the stove turned on when we discovered we had a problem? Can you send us the strip? I told her absolutely. But it's messy. She told me that the strip was a good move.
Where did I purchase the stove from? When I said Amazon and gave her the date of purchase and what I actually spent $163.32 sent Fed Ex. I had it by Dec 1st.
I even knew when it was made. Said so on the back of the heater. Told her that to, just for kicks.
The " Stove as she called it" Model #, they already knew that a few of them were defective. She admitted it.
Explained to me that the cord was the problem. Apologized for scaring me like that. I let that be known to her. And for what I paid for the time I've had it. I expected a little more.
Dimplex is sending me out today a new cord. I should have it within a week. It will be the same one. She told me that we didn't need to take it to an electrician to be installed. It can be done at home. Any other plug installed would not work with this heater, because of it's design.They now have my stoves # on file that it was deemed defective by them. The year warranty is still in effect. If I have any more problems they will take care of it.
Here I was ready to have a showdown. I had my ducks ready and in a row to pick off. Didn't even have to resort to any other actions.. How cool is that?