The Brick, Regina, Canada - Hotpoint Washer / Dryer not covered under warranty for first year due to purchase from The Brick - repairs cost $40 per hour labor charge

# 11 for April 17, 2003

February 24, 2006 - Business Reply - From: Email User

The Brick Response

http://www.complaints.com/april2003/complaintoftheday.april17.11.htm

Mr. Baylis,

First of all, let me apologize for the delay in responding to your complaint. We were not aware of the website.

I have checked our work order records and see that service was completed to your washer by April 29th, 2003.

Camco was correct in saying that they only provide warranty coverage for parts within the first year but The Brick will cover the labour and trip call charges. There is no cost to the consumer during the first year of warranty coverage. Even if a consumer prefers to use Camco (or any other authorized servicer) to service their product under warranty, The Brick will still pay Camco (or any other authorized servicer) for the labour and trip charges.

If you have any further questions regarding warranty to your product, please feel free to reach us at either this email or the toll free number below.

Thank you,

Frank Kress

Trans Global Service

1-800-360-2742

April 16, 2003 - Consumer Message - From: glenn baylis Email User

RE: The Brick, Regina, Canada - Hotpoint Washer / Dryer not covered under warranty for first year due to purchase from The Brick - repairs cost $40 per hour labor charge

Purchase of Hotpoint Washer/Dryer at The Brick in Regina

On Nov. 25th/02 I purchased a washer and dryer at The Brick. On Apr. 5, 2003 the washer broke, the knob for cycles does not work.

I phoned Camco (1-800-361-3400) because it is within the first year and they say they provide free of charge all labor and in-home service to replace the defective part. Camco told me this warranty does not apply to me because I bought these applicances at The Brick. I was told The Brick are 'self servicers'? which makes them responsible for the first year warranty. What they provide is the part free of charge but labor is charged to the customer which is $40.00 an hour.

The only way you get free labour from The Brick is if you put out additional money approximately $120.00 for a service agreement which then gives you free labour for the first year under warranty. All of this information was learned after the purchase was made and The Brick never made us as the customer aware of it at the time of purchase as they should have.

The service provided is very poor and I placed a service call on April 7th and The Brick informed me it can take up to four weeks after telling me most service calls are done within the week. The Brick has been very misleading in the information not provided when making this purchase and the service given when required.

Camco should list in the Washer Warranty booklet provided with their appliance the fact that if your washer is bought through The Brick the washer warranty for the first year as explained in the booklet does not apply.

What ever happened to quick, reliable, dependable service provided to the customer within the first year, should it not be free parts, free labour after doing the service of making the purchase with you.

The Brick has definitely lost a customer on this one.

Please advise if any action can be taken on the above

Thank You