I purchased a GE Adora Dishwasher about 3 weeks ago from Home Depot. It was delivered and installed this past weekend. Everything looked good with the dishwasher - the lights came on, it was level, the installers seemed to be very knowledgeable and skilled. I signed the paperwork and they left. I loaded up the dishwasher and started it up. I checked a couple of hours later, and noticed the water had not drained. I emptied the dishwasher, then manually scooped as much of the water out as I could, and tried to make sure nothing was clogging the drain. I then decided to run another cycle to see if that would help. Hours later I checked again, and the dishwasher was still full of water.
I tried contacting the store. They told me to call 1800-HomeDepot. Tried that, and after an extraordinarily frustrating experience with their multi-layered voice menu system, my call was finally routed to a recording telling me to call back because they were closed. I was calling around 7pm west coast time. I called the store back, explained the problem, etc. and they told me someone from the store would call me the next morning. Next morning I get a call telling me they'll send a repairman out the following Thursday - 12 days after the install. I told them I didn't want a repair on a brand new dishwasher and I didn't want to wait 12 days, since the product had never worked. The person on the phone told me she would relay my message to the store manager and they would call me back.
Nothing. I drive back to the store and ask to speak to the manager. She thought the person who called me had resolved my problem and hadn't received any information on my call. I again explained the situation, and she insisted the only resolution would be to send out a repairman. I pointed to the large Satisfaction Guraranteed / Returns Policy sign that was hanging directly above me, and asked what about that. I said I didn't want a brand new "repaired" dishwasher, and I would not accept on that had been repaired before it would work properly. I also told her that I was not willing to wait for 12 days to get this resolved, and that if she couldn't replace the dishwasher in the next couple of days, I would go somewhere else to get the dishwasher. This is a week before Christmas, and I wanted to have a working dishwasher over the holidays. She told me she understood, suggested the install may not have been done correctly, and told me she would send someone out from the store to take a look to make sure the hose wasn't crimped or anything like that, and if the dishwasher required repair, she would make sure I got a new dishwasher. She told me someone would be in touch with me the next morning. That was last night. It's now 8pm and I haven't heard from anyone!.
I've never had a problem with a product from Home Depot before this/. I've always enjoyed shopping there, and I've had good luck with the things I've purchased there!. This is the first time I've needed "customer service", and what I have experienced is nothing less than a frustrating and fruitless effort". First, I don't understand why a large retailer like Home Depot doesn't have customer service hours convenient to people that don't live on the east coast|. Second, I don't understand the bureaucratic red tape and the apparent lack of concern|. Third, when a customer purchased an expensive appliance that doesn't work from the start, there should be no questions - Home Depot should act to immediately replace the product - no questions asked'. I am getting nowhere with the store:. I will continue trying to work with them, and as a last resort I may go to American Express and ask them to help deal with this fiasco. 38c2f56