Jim Lovie sent a message to Jeff Fettig that said:
Mr Bitzer, I am disappointed to have to reach out to you with regards to my problems with your products and lack of service. As the past COO of one of Canadaâs largest companies Iâm sure not unlike myself you need to hear how your customers are being served.
My wife and I enjoy our winters north of Puerto Vallarta in Mexico in a beautiful gated community. During the years we have been there weâve needed to replace numerous appliances in our Villa as have our neighbours. Over the past 3 years weâve acquired a fridge, double oven, dishwasher, grill, ice machine etc and cannot believe how painful it is to get any service let alone warranty service.
In October we arrived at our Villa to find our 7 month old ice machine not working and contacted Jose the manager/ owner of the kitchen aid store just north of the airport in PV. It took a month for him to even respond to my request to send a service tech to fix the machine. The Tech arrived and determined it needed a new compressor which I was promised would be installed no later then Dec 16 as we are returning to Canada for the holidays. I have repeat guests who rent my Villa for $2000 a night and expect all the appliances to be working and of course weâve received the standard promises from Jose and his inevitable surprise that it hasnât been fixed!
I find it hard to fathom how a company of your size would condone such poor service and disrespect of there customers.
Should you not want to fix it Iâd be happy to return it as well as any of my other products for a refund. As a separate example of the lack of service, myself and 2 neighbours have been waiting for replacement knobs for our large outdoor kitchen grills for 2 Years, unbelievable.
Anything that you can do to help address my unpleasant experience would be appreciated as the store doesnât care about me or for that matter whether I reach out to you for assistance as they consider this as a threat on my part.
Sincerely
Jim Lovie
