My wife and I are in the process of re-modeling our kitchen. One of the major expenses is all new appliances and anyone who knows me, knows that this requires significant research to ensure we get the best appliances for the best price.
So, we visited a number of appliance locations for advice and pricing. We ended up deciding on KitchenAid and coming back to Tasco because we really liked the sales person (the customer service experience) even though their prices were higher than a couple other locations.
We explained that a competitor had a special offer when you purchase a full set of KitchenAid appliances -- they would include a stand mixer ($500 value). We wondered if he would match their price and promotion?
He spoke to KitchenAid and then offered to match this stand mixer offer, PLUS add in a set of special pots to work with our new induction cooktop. Together, these 2 promotions meant the overall price was now better (by approx $150) on a $15,000 purchase. Everyone seemed very happy.
However, when we were informed that the stand mixer we were getting was slightly cheaper because of the colour (black or white) versus the Chrome version we had originally seen -- and the one that would match our $15,000 worth of stainless steel appliances we had just purchased I offered to cover the difference in cost, so that the stand mixer would look good in our kitchen. The cost difference based on MSRP -- $30.00 on a $500 stand mixer.
So what do your think the answer was? NO! So, for $30, on a $15,000 sale, this store has left a very bad final impression. Now rather than us raving about the great experience and deal I got from Tasco, I am blogging about their refusal to work with me the customer to get us the stand mixer we really want. And we haven't even got our appliances yet.
I am not sure who made the decision about the difference in stand mixer, KitchenAid, The Tasco store manager or the sales person, and really don't care. I now have to go out and purchase a stand mixer from a store and someone will be getting a really nice gift somewhere in the future.
More importantly, Tasco failed to create a raving fan and left me with a sour taste in my mouth. All for the sake of a policy or rule and $30.
Cheers!
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2 comments:
Similar experience to one my wife and I had with Tasco. We purchased a range, refrigerator, dishwasher, wine fridge and microwave from them. They were outstanding in most respects, but dropped the ball on a relatively insignificant(low cost) but high impact (customer service) item. They stored the appliances while our kitchen was being remodelled (which was great!) and delivered on time, and price competitively. the salesperson was also excellent. But...upon installation our dishwasher had a scratch. Tasco customer service followup was dismal - no response from the repair person, and no followup from Tasco's customer service rep, to this day. I took matters into my own hands and called the manufacturer (Miele). While on the INITIAL call, their representative gathered background info, searched for a brand new part in inventory, and scheduled a repair person to come out THE NEXT WEEK. That person showed up on time, was courteous and complete, and we're ecstatic with Miele's service! With 'no questions asked' regarding whose fault the issue was, they took matters into their own hands and turned me into an advocate of Miele. So...what manufacturer do you think I'll buy my next appliance from? The big question is...from what retailer?
All that to say, every step in the process is important from a customer satisfaction standpoint. It's unfortunate that Tasco doesn't incorporate the 'end to end' view. They'll argue that they're a distributor, and their asset is low price. But at the end of the day,I'm willing to pay a premium to get looked after. Price isn't everything. I hope Tasco reads this blog.
hello
the dishwasher that your Elite Appliance servicemen serviced today, Tuesday May 8th from 12 noon to 1 pm was useless.
I DEMAND your servicemen to return today Wednesday ASAP to assess and complete the repairs properly. When is Tasco goping to takesome responsability of the products it sells especially whe customers buy the extended warranty? This dishwasher should be replaced as the repairs do not seem to stop the leak.
Other people within the Electrolux compnay have been notified including the likes of Chris Polk at CHRIS.POLK@ELECTROLUX.COM; and nothing has been done about it from their end.
When is anyone one within Electrolux or TAsco going to escalate this matter to a manager with authority and get the appliance replaced?????????????
The servicemen from Elite Appliace have made nemerous repairs to the appliance in the past and today, and the appliance is still leaking!!!!!!!!!!!!!!!!!!!! this is wrong!!!!!!!!!
what is Electrolux or Tasco going to do something about it?
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