Asko

ASKO Zero Customer Service to support all products Plano, Texas

21st of Mar, 2011 by User556463

Asko has the worst customer service can be better stated as IT HAS NO CUSTOMER SERVICE. There is no rating for an organization that does NOTHING. My DC7171 is under warranty for parts (not labor). Asko's authorized service providers will not stock parts. Their authorized service repair provider had an appointment to repair the dryer cabinet. I had already given them the model number, discussed parts to bring after trouble shooting the problem over the phone, and gave them the serial number and date of purchase. Asko told me since they were an authorized repair center they would already have the information and know how to process a repair covered under a parts warranty.
The MORNING of the appointment I called them to get the time of arrival. They do not even give a morning or afternoon appointment until the morning of the appointment; the customer must call at 8:30 a.m. and ask what time has been scheduled for the appointment. It was scheduled from 1:00 - 3:00 p.m. About 9:45 a.m. I tried the dryer since I was washing and it came on. This had been happening from time to time, sometimes lasting for two days. It did not surprise me. Sometimes it would hum, and then the blower motor would come on after a 4 minute delay. Sometimes, the blower would not operate at all. After resetting the switches, it would intermittently work. I explained ALL of that when I made the appointment.
So, now that it is currently working the MORNING of the appointment, I called the service provider and informed Ashley "IT IS NOW OPERATIONAL it works again". Ashley took the information and said, “We still can keep the appointment and send the technician out to repair it.” The technician came out, stood in front of it, looked at it and started opening his computer. I ask him what he was doing. He said he was researching Asko. I asked aren't you going to diagnosis this? He asked me for my receipt. I said Asko told me I did not need a receipt. It is registered and Asko has all of the information. Asko also told me since you are a factory service provider you would know how to access the info. Asko said,"I do not have to provide you with a thing, they will know what to do". He said I need a receipt as he played on his computer. I said I already gave the date of purchase, the serial number and model number to Ashley when I made the appointment. I said you can use your computer at your office and showed him out.
I called his office and asked to speak to the service manager. The service manager was insistent about charging me a service call. After hearing what had occurred? He said his technician diagnosed the problem. I asked how? He said he just looked at it. I ask how that is a diagnosis when I had already called and notified them the dryer was working. I had diagnosed that! I said a diagnosis is testing the air flow, visually inspecting for any loose wires, testing for currents with a meter. I said none of this was done and I had already reported the no evidence of failure (NEOF) before the technician came out, well in advance of his appointment.
Oh by the way the technician arrived at 3:39 almost 40 MINUTES late after having a two hour window from 1:00-3:00 p.m. The service manager told me I owed for the service call after he confirmed with Ashley that I had done exactly as I said-called and told them the dryer was working NEOF. The service manager told me he would turn this over to collections. I really find that unacceptable. While I was talking on the phone the technician was ringing my doorbell! After approx an hour on the phone, the service manager agreed to put the charge in their system and when I would call for the future service, which would be inevitable, I would immediately pay $60 before the technician came out.
Please note this was a full day off work lost for this terrible experience!
The dryer is still not working and needs repair. Another factory service provider can be scheduled to come out. They will not have parts on board. They will charge for the service call. They will require a second trip which will also be chargeable. It will take THREE full days off from work. The days are Monday thru Friday 8-4:30, not Sat and a few hundred dollars for only labor to repair the dryer. The parts are still under warranty. This is if the technician orders the correct part and installs it correctly on the second trip. I called Asko customer service located in Indiana and told this to a supervisor. He offered absolutely NOTHING. I mean ZERO. Not a thing. I called Lisa Simpson who is the Director for Customer Relations located in Texas and reached Natole. I gave all of the information to Natole, as she insisted. She said Lisa would call me back that day. When I did not receive a return call from Lisa, I called the next day. Natole told me Lisa had turned it over to Customer Service. I explained to Natole I had already talked with Steve the head supervisor in Customer Service and they chose to do absolutely nothing. ABSOLUTELY NOTHING. I asked Natole if she had fully explained this to Lisa Simpson. She ensured me she had and told me numerous times, interrupting me to get rid of me, Customer Service would be calling me. She really was rude and overbearing. She was exactly like the supervisor in Customer Service located in Indiana. They do not want to be bothered with customers!
Three Full days off from work to have an item like this repaired is UNREASONABLE!
The product was purchased 05/07/08 and has parts under warranty.
I am so sorry I need help because it is not going to happen. Obviously, I should not have bought the Asko dryer cabinet; nor the washer or regular dryer. BIG MISTAKE. ASKO North America Headquarters mailing address:
ASKO Appliances, Inc.
P.O. Box 940609
Plano, TX 75094-0609
Customer Service Indiana

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