to live in a town/city where you don't have to shop for groceries at Wal-Mart.

Ha!

Tim got his picture taken with Jeff Tweedy of Wilco!

I have wanted to post this for a long time.  The following blog is the record of correspondence between myself and various representatives of a company called Danby®.  Tim and I bought this magnificent countertop dishwasher from Target.com in April(?) of 2008 and it saved our marriage (for a time, lol).  We used it for about 6 months, then it broke down.  Target.com's return policy has a 90 day-limit but the product was still under a 12 month manufacturer's warranty, so we took issue with them.  It took Danby® 113 days to resolve this issue, and here's the exhausting proof:

Wed, Nov 19, 2008 at 8:56 PM
[sent to the 4 email addresses listed on website]

Dear Danby crew,

My husband and I purchased the Danby DDW497W Countertop Dishwasher in the spring this year.  It has served us very well until recently.  We have noticed 2 cracks on the unit's door, a loose screw inside the door, and some leaking onto our countertop.  In addition, the unit no longer completes any wash cycles but P5 (Pre-Wash).  Here lately when any of the wash programs are selected the unit runs for 20 minutes then empties while beeping about 10-12 times.  Then the screen displays "E3" and nothing else happens.

I have looked online at sites like FixYa.com for an answer and read that I am not the first person with this problem.  No solution is given for the E3 message anywhere in the owner's manual.  This dishwasher was purchased online from Target.com and is unavailable in stores near me so I cannot just return it or exchange it if I want to.  I would like an answer to this problem post haste.

If you cannot fix the problems listed in this e-mail in a reasonable amount of time I would like a refund or replacement as our Danby DDW497W Countertop dishwasher is still under its 12 month warranty.  Please contact us with any news about this issue.

Thank you.

Jenna Mitchell
Tim Mitchell
[contact information]

Fri, Nov 21, 2008 at 9:43 AM

Good morning,

            Thank you for your e-mail. I do apologize for the problems you are having with that unit. If you contact  our service company called Peter’s at 573-221-0093 they will get an appointment set up with you to get that unit looked at and repaired. They would just need to see a copy of your receipt or credit card statement for the warranty. Thank you

 

Aimee Stallard

Customer Service Associate

Danby Products Inc.

Thu, Jan 22, 2009 at 11:55 PM
Aimee,

This e-mail is to tell you that now, 2 months later, the countertop dishwasher is still not repaired.  We have had a repairman in and out of our house 3 times with parts and maintenance and he has another part yet to bring---who knows when!  We would like a refund.  We ordered the unit from target.com (the closest Target store is 87 miles south of us) and we do not care to pay for shipping to send it back.  We would like a refund from Danby because not only is the company unable to guarantee its product, the company is unable to guarantee corrections of its product. 

Jenna Mitchell

Fri, Jan 23, 2009 at 12:00 AM
Aimee,

By the way, that's $278.94 payable by check to:
Tim or Jenna Mitchell

[contact information]

Your understanding is appreciated.

Jenna Mitchell

Tue, Feb 3, 2009 at 2:29 PM
[forwarded previous message to the 4 email addresses listed on website with this note:]

To Whom it May concern:
2 Months & 15 days later.  Still no resolution for the problem with the DDW497W Countertop Dishwasher.

          Wed, Feb 4, 2009 at 9:08 AM

Jenna,

            Thank you for contacting us regarding the service issues you are having with the DDW497w.  Are you still getting the error code of E3 and do you know what parts the technician replaced at time of service?  We do guarantee our products with a full warranty, but any exchanges of product do have to go directly thru your selling dealer during the warranty period.

Thank you,

 

Vicky Bish 

Customer Service Associate/ Technical Assistance

Danby Products Inc.

Wed, Feb 4, 2009 at 12:55 PM
Yes I am still getting the E3 message.  The technician replaced the front side of the door.  Many of the screw casings had fallen out.

Wed, Feb 4, 2009 at 2:05 PM
Vicky,

I have been on the phone with Target for about 2 hours today.  I have spoken with their refund department, their customer service department, and their online shop department.  Everyone is telling me the same thing:  After 90 days from purchase date neither Target nor Target.com will issue a refund of a product.  Because the countertop dishwasher you sold me is still under its 12 month warranty, I must go through YOU for a refund or replacement.  Please stop giving me the run-around.  I do not want to wait for part replacement either.  Everything is on back order and it is just your way of not having to fix the product until the warranty runs out and then you will do nothing.  Stop scamming your customers.  Give me high quality customer service. 

If you are having problems with honoring your warranty, a customer service representative with Target.com would be glad to discuss their policy with you at 1-800-591-3869.  Please do not let this escalate into a legal matter.  Resolve your customer's issue as soon as possible.

Jenna Mitchell

Wed, Feb 4, 2009 at 2:16 PM

Jenna,

            The replacement of the door would not have any bearing on the E3 code.  To make sure that the water temperature going into the unit right at the start, you should run the water at the faucet until it gets warm to the touch before connecting the hose assembly.  If the thermostat in the unit does not read the water temperature at a minimum of 120 degrees the unit will not be able to start the wash cycle, if the Sani cycle is chosen the water temperature has to reach 140 degrees to continue the wash cycle.

Thank you,

 

Vicky Bish

Wed, Feb 4, 2009 at 2:32 PM
Vicky,

Yes the repairman told us this. Our water heater is set to very hot and we used the hot water spigot to run a cycle.  The repairman from Peters Heating in Hannibal, Missouri tested our water temperature and told us it was hot enough to run these cycles.  He concluded there was something wrong with the thermometer or heating element or other internal process and has ordered new parts which I'm sure will not arrive for another 4-6 weeks from last month's visit.

The leaking door (which was separating from the unit) is the only thing that has been repaired.  But it was just one thing that was wrong with the unit.  Thanks for the suggestion, though.  Maybe next time you could come and look at it yourself.  Danby is spending more money employing incompetent staff and reimbursing repairmen for parts and labor than it would if it would just refund us for the dishwasher, or manufacture FUNCTIONAL products in the first place.

Still dissatisfied and seeking resolution,
Jenna Mitchell

Wed, Feb 4, 2009 at 2:50 PM

Jenna,

            The replacement parts, thermostats and heating element are all in-stock, so the technician could have them in 2-3 days.  To proceed with any other option, exchange/refund we would need to be supplied with your order confirmation from date of order thru Target.com.

Thank you,

 

Vicky Bish

Mon, Feb 9, 2009 at 10:50 AM

Hello Jenna,

 

I am in receipt of a copy of your purchase from Target regarding the DDW497W which you had experienced some issues on this unit and getting it serviced.   First of all, I do apologize for the inconveniences you have experienced.

 

I can either issue a refund in the the amount of $228.24 (purchase price, plus tax) or process an exchange of the unit.   Either way I will just need to get the serial tags returned from the unit.   I don’t see any reference on the material I received with the serial number.

 

Please inform as to how you wish to proceed.

 

Best Regards

Tressa

 

Tressa Lambert

Customer Service Mgr.

Danby Products Inc.

Wed, Feb 11, 2009 at 11:33 AM
Tressa,

It is so good to hear from you regarding the DDW497W.  We would like to go with the refund.  I am happy to give the serial tags to you.   There are two barcodes on the back of the unit:
The first reads: […]
The second says "Serial: […]"

Thank you for getting back with me.
Jenna Mitchell

Fri, Feb 20, 2009 at 2:47 PM
Tressa,

It's been 12 days since you wrote me about a refund and I wrote you back the same day.  I haven't heard anything since and would like to know where we are on the refund process.  I sent you the serials you asked for and didn't receive a confirmation of receipt.  Are you still there?  Is there a problem?  Please don't wait another 12 days to get back with me on this.  If there is a question, ask it; I am right here.  There's no reason for hold-ups.

Still waiting,
Jenna Mitchell

Fri, Feb 20, 2009 at 5:21 PM

Jenna

I do apologize, I will make this a priority Monday morning.  It will be resolved.  Thanks so much for your patience.

 

Again, I will have everything in order by Monday.

 

Regards 

Tressa Lambert

Tue, Feb 24, 2009 at 2:58 PM
Tressa,

Happy Tuesday!  How's it going?  Were you able to get everything in order yesterday?  Would love to hear back from you on the status of the refund process.

Jenna

Tue, Feb 24, 2009 at 5:51 PM

Hi Jenna,

 

Yes, all is approved for payment as soon as the serial tags are received.    I cant actually issue the check until I have proof of the serial tags.   I know you stated you sent them, but I haven’t received them.  Did you happen to make a copy of them prior to putting in the mail that you could fax me?

 

Regards Tressa

Tue, Feb 24, 2009 at 10:24 PM
The mail?  I wrote them in an e-mail to you February 11!  Why are you playing games?  This is the worst customer service I have ever encountered.  Don't try to tell me you didn't receive the e-mail because I sent it to this address and you seem to be able to reply to everything BUT the one piece of information you claim is holding us up.  This is beyond shady.  You said you would process everything Monday.  If you had been working on this issue yesterday, you would have realized you didn't have the information and asked me for it then.  Why do I have to chase you around to do your job?  Next thing you know you are going to act like you don't know who I am.  Maybe you delete your e-mails right after you read them, but I kept all the e-mail correspondence I have between Danby and me regarding this complaint.  I am not afraid to make a case against your company.

AGAIN (this is copied and pasted from the original e-mail I sent you with this information):

There are two barcodes on the back of the unit:
The first reads: […]
The second says "Serial: […]"

Still dissatisfied & disappointed,
Jenna Mitchell

Wed, Feb 25, 2009 at 8:33 AM

Jenna,

 

I did receive the email note with the serial tag numbers listed, however, I needed the tags removed from the unit and returned to me via mail.   I’m sorry for the miscommunication.   I am not trying to be “shady” and I am not trying to “avoid” any resolution of this matter.    In the email which stated “sent the tags”, I assumed you meant via mail as I already had the numbers from the previous email (I was waiting on the actual tag from the unit) so I do apologize for the miss-understanding.   But, as I stated before, the check will be cut and mailed to you as soon as proper tags (the tag from the unit itself) can be sent to me.   You could remove them and either scan it to me or fax a copy to me before you put them in the mail.   I can authorize the check to be cut with a scanned or faxed copy of the removed tags – even if it comes off in pieces, I still need them removed from the unit and forwarded to me.

 

Again, please accept my apology, the refund will be processed – its just a matter of obtaining the required documentation.

 

Tressa Lambert

Wed, Feb 25, 2009 at 10:56 AM
Tressa,

Please find attached a scan-in of the serial sticker removed from the back of the unit.  Let me know if this is sufficient or if you still need it mailed in to you.

Jenna

Wed, Feb 25, 2009 at 1:49 PM

Thanks Jenna,

  

This is the sticker right off the unit itself, correct?    I can use this to get the check authorized, but I still do need to you mail in the original sticker.

 

Danby Products Inc

[contact information]

[contact information]

ATTN: Tressa

 

Tressa Lambert

Thu, Feb 26, 2009 at 11:02 PM
Thank you for clarifying.  It went out in the mail today.
Jenna Mitchell

Wed, Mar 4, 2009 at 2:59 PM

Hi Jenna,

 

The original tags were received, thank you.

 Also you should be receiving your check via mail in the next 7-10 days.

  

Tressa Lambert

Wed, Mar 11, 2009 at 8:05 PM
Tressa,

Thank you for working with me through this.  I received the check in the mail today.  Thanks again.

Jenna Mitchell

is fun!  I made one for Chris and I will make one for you if you ask.  Probably. 

Happy Labor Day!

Sorry I haven't blogged in awhile.  Work has been going much better.  I'm hoping to go full-time soon.  I worked today which ruled because I made double-pay.

The house we live in has grown increasingly annoying to us.  I think I will photo-blog its flaws pretty soon.

I'm on the every other day diet right now.  Today I slipped up but I'm not too worried.  It's probably the easiest diet to follow ever.  Every other day I eat normal, and the days in between I eat much less.  Seriously you guys, I was surprised at how quickly my metabolism caught on!  So one day I will have yogurt & granola for breakfast, pudding for mid-morning snack, PB&J & milk for lunch, wheat thins for afternoon snack, lunch meat sandwich for supper, fruit/vegetables for evening snack.  Don't worry -- I'm not going to start diet-blogging on here.  Just giving you an idea of the freedom.  On the "regular" days I eat whatever (nothing crazy like a whole bag of chocolate) and just try to incorporate more vegetables and exercise.  Pretty simple.  It makes diet days less difficult.  And if you know you are going out somewhere you can just plan around it.

Yeah. So.  I have tomorrow off and Shara's coming over to stay the night!  I can't wait.  We used to stay up eating cookie dough and playing board games.  What a beautiful friend.  I'm so glad God gave her a strong partner and that he is her mate for life.

Thinking about cutting my bangs!  Always thinking about it!

Failblog rules.