HOME DEPOT INC

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Imagine you paid $790.73 for a Maytag dishwasher, delivery, installation kits and an additional $110.00 for a five year extended warranty and it failed after 3 years and 5 months. It just stopped cleaning. You pull out the manual and try all the tips to get it working for a week. You finally call the extended warranty company and 6 weeks (and counting) later it still isn't working! The first local repair company they send was Horry Electronic and Appliance Service. They called and made an appointment for a week later on a Wednesday. On Wednesday they called and said the tech knew the problem was the pump and was going to order one. Since they said it would be in the next day, we expected them out on Thursday. But no, they said we only service your area on Wednesdays. So it would be another week!! They show up, with no pump in hand and tell us all the times they have made these calls and the problems are with the owners using dish soap or popcorn in the drains. In other words, its our fault! They leave telling us we are using too much soap because soap is remaining after the rinse. I explain that we clean each dish before placing them in the washer and only use 1/3 of the recommended soap amount. I advised them the reason it has soap remaining is because is isn't working! Nevertheless, we take several days running cycles to clear out soap, which they say was the problem but wasn't. We had already tried that. Then when we call back to the Protection Plan (PP) company they say they'll get back in two business days. They don't. We call back, escalate to a supervisor, and he says they are trying to get someone from Columbia, SC, two and on half hours away, and they'll get back to us in two business days. They don't. We call back to the PP, escalate to a supervisor who is semi-incoherent and, finally, in frustration hang up. We contact Eric Johnson, the local HD, a**'t mgr and he tries to work with the PP company.He is not successful. We tell both the store manager and the PP company, we want the Maytag replaced with a GE. (Note that HD web site says if they can't repair it they will replace it.) NOT SO! Marie, the HD store manager, says it can only be replaced if the same component fails three times in one year. We checked the protection plan, and sure enough it does say that. So ignore that broad statement on the HD web site. It, also makes no difference how long you have to go without a usable dishwasher. They can and do continually drag out the time. I guess a dollar deferred is a dollar saved to the bottom line. In our case, so far its been 6 weeks to the next appointment (from when we first contacted them and 7 from when the Maytag failed) and counting to who knows how long afterwards. Marie, the HD store manager, calls the PP company and they have a service company coming in a week and is having to come from Charlotte!! We tell Marie that is unacceptable because of the additional time involved. We again stressed we wanted the Maytag replaced with a GE. Up until the Maytag, we had bought GE appliances from HD and have always had good maintenance service. The problem, as we now perceive it, is they have good local GE repair people available to HD, but not so with Maytag products. After the embarrassing (for HD) visit by Horry Electronics they had to reach out to Columbia, SC and Charlotte, NC for someone to repair a Maytag. Our advice, don't buy Maytag appliances from Home Depot unless you are willing to put up with this kind of service and the frustration of working with them. Although both Marie and Eric were attentive, worked with the PP company and seemed to be concerned about the long amount of time involved, their efforts were to no avail. In our view Home Depot as a whole did not make a good faith effort to resolve our complaints. These comments have also been submitted as a complaint to the SC Department of Consumer Affairs, the SC Coastal Better Business Bureau and Angie's List.

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Home Depot did just fine, but they use a service provider that wasn't so great. They did one thing very well, and that was push us ahead by two weeks, because we had renters coming in, and we would have lost 2 weeks rental if we didn't have counter tops. Most places tell you to pick out a slab of granite, and they didn't have the one we wanted in stock, and they told us we had to drive 2 1/2 hours to 3 hours to Raleigh, North Carolina to look at granite, while they had some 40 minutes the other way of Myrtle Beach. They still owe us a refund, because they charged us for a third person, and they never brought a third person.

It was an excellent experience and and I always get the assistance I need.