Vancouver, British Columbia
Not resolved

All of our high-end appliances in the entire home come from Trail. When one of them failed (still under manufacturer's warranty), we called Trail for repair.

They sent a technician (Sergiy G.) who was less than excited to attempt repairing the issue. Unfortunately, he said "the problem was huge" and "he wasn't an installer" and "it was serious" he needed to go back, talk to his boss, order some parts. He was way more concerned about the floor and doing any damage than repairing the appliance, so I guess he must have been stung on that before.

And now our endless nightmare begins... They called to rebook and said they received the parts. Then they called to rebook saying they didn't have all the parts and it's "just the way their system works" - if 1 part comes in yet 3 are needed, it says all the parts are there. What $&@$ing type of system is this?

Then all the parts are in (maybe) and they rebook. They need 2 technicians and on the first attempt, they fail to book in 2, so I am left waiting at home and get rebooked again.

Then they no longer have the parts (again). Then they don't know when the parts will come.

The stars finally align, and all the parts arrive and they have 2 technicians. Sergiy G. and his buddy arrive, and they get to work. They make some type of switch, it takes about 1.5 hours, and then I get the bad news. IT IS STILL NOT FIXED. According to Sergiy, now we need another part, and it's very grave. We should take the entire appliance out and it needs to "go to the shop" ie: the appliance hospital. I was like, really?

They leave and I am beyond angry. We speak to a few people at Trail and their only solution is for someone to come and get the appliance and diagnosis it the shop.

THIS IS 7+ WEEKS FROM THE FIRST REQUEST FOR SERVICE!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!


So no, we don't really feel like having our high-end appliance pulled out, and bounced down to Annacis Island, only for them to tell us that they can't and won't do anything about it, as it is our fault (they are now suggesting this). Even though they do put some blame on Sergiy G. for misdiagnosing the problem to begin with. No.

Coincidentally, we then called the manufacturer and had told us NEVER CALL TRAIL for repair. They make no money doing a repair that might be slightly more difficult so they'll try to get out of it or do as little as possible. He also said there is virtually never a need to bring an appliance to the shop. He said they won't do a thing for you, so it's best just to call the manufacturer direct. Lesson learned, but here's a more valuable one...

Don't buy your appliances at Trail. Just don't. They don't honour their end of the sales and warranty agreement. Don't give them your hard earned money. They don't deserve it.

Review #928468 is a subjective opinion of a user.

Value for money
Ease of Use
Customer service
PRODUCT OR SERVICE Trail Appliances Repair
Reason of Review / Monetary Loss Poor customer service / Not specified
Preferred solution Not specified

Had an Experience with Trail Appliances?

Write a review


Comment as anonymous or
Terms of Service
Post Comment
Be the first to start a discussion

You May Also Like

Ge Appliances - GE Monagram Refer bad parts WR55X10490 Ge Appliances "Copy of E-mail I sent GE:I spent thousands of $$$ on putting all monogram appliances into my re-modeled home, purchased from Spencer’s in Phoenix AZ.The Refrigerator (ZISS480DRISS) broke…of course following..." Read more SharkNinja - Shark Product Quality & Reliability - Shark Floor Steamers SharkNinja "Dear Mr. Mark Rosen (aka Mark Rosenzweig) I’m writing to you today after I saw you purport on a Shark television commercial this past holiday season that Shark products are..." Read more Samsung Electronics - Poor Quality Warranty Repair; Bad Customer Service Samsung Electronics "Refrigerator never made crushed ice – only whole cubes with the sides slightly shaved. Was that this was normal and not to worry about it, things would clear up on..." Read more Swagtron - Used product shipped when I ordered new - no customer service Swagtron "I ordered a new X1 hoverboard 9 days ago from Swagtron (directly from the website). I attached the ad here. It says specifically it is a "New" hoverboard for..." Read more Case Boss - Case-Boss seems like a fraudulent company Case Boss "I purchased a case for my iphone 7 in many months ago, but have not received the item yet. Every time I try and contact Case-Boss they send the same..." Read more Qugenix Rx Org - Very Poor Customer Service/ Product not what was advertised Qugenix Rx Org "I failed to read all the fine print, I assume. As I thought I was getting a 'free trial' just paying postage. Something that was suppose to make me look..." Read more Ashley Furniture - Do not buy from them just terrible. Ashley Furniture "Problems with Durablend. Will not honor warranty unless I sign a release of liability. Local sales manager explained that the manufacturer made a mistake in the Durablend formula and that..." Read more Freedompop - The WORST experience with a phone carrier I have EVER HAD Freedompop "I opened a FreedomPop account for my son last November (2016). He is in middle school and with his evolving social schedule, it was necessary to make sure he had..." Read more