By far the worst customer service and support ever experienced. We purchased a Samsung Fridge and Bosch Dishwasher from Canadian Appliance Source which were delivered on Thursday August 17, 2017. From the moment the Fridge arrived it did not work, it was dead on arrival. We contacted our sales representative the next day hoping to get a replacement fridge but were told its not up to them and we would need to contact Samsung for warranty repair. We did not understand why we needed to engage Samsung repair warranty service since we never had a fridge that worked not even for a moment. We then contacted Samsung who informed us that they would send out a technician to see what was wrong with the fridge. Four days later a Samsung repair technician arrived at our house, to examine the fridge and found an error code that he did not recognize. He suggested he would order a few of the control boards and start swapping them out to see what was broken. It would take a couple of days to get the parts in and then he would schedule another appointment. After he left it took me about 30 seconds to identify the error code on the internet. It indicated an compressor motor lock out, which would require a major rebuild. We called our sales representative back at Canadian Appliance Source to explain the situation and told him we were not interested in having a brand new refrigerator rebuilt and that we wanted a replacement. He again told us there was nothing they could do and it was up to Samsung to authorize the return.
From that point on it was up to us, the consumer to battle the manufacturer to get a replacement fridge with absolutely no help or engagement from Canadian Appliance Source.
On August 25, 2017 after several correspondence with Samsung and 8 days with out a refrigerator they finally approved the return authorization. We then called Canadian Appliance Source to try and get a replacement fridge sent out as soon as possible but were told that they needed to wait for the proper paper work to come from Samsung in order to do the exchange. We asked them to call Samsung to confirm it was approved, just as they had confirmed to me on the phone, hoping to be able to speed up the process but they would not budge. They stated they could not make any exceptions and need to follow protocol with respect to the paper work, as we tried to explain the situation to them the customer service representative said there was nothing more she could do and hung up. We tried following up with her supervisor, leaving them a message to call us back to discuss the poor customer service but they never returned our calls.
Finally on Aug 31, 2017, now two weeks without a refrigerator Canadian Appliance Source called us to advise they would replace our fridge but then told us the earliest they could deliver it was Sept 7, 2017. THREE WEEKS WITH OUT A REFRIGERATOR! We tried to explain this to them and asked if they could deliver the fridge earlier but were told there was nothing they could do, that they only deliver to our area once a week.
We are totally disappointed by Canadian Appliance Source and will never buy from them again. All they care about is the sale and have absolutely no interest in customer service or support of the products they sell. Under no circumstances should the customer have to manage their own return authorizations with the manufacturer, certainly not when the product received was dead on arrival, but this is exactly what we had to do.
