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| - Heed my warning: never buy an appliance or anything that may require use of the warranty, from this store.
I purchased a washer dryer pair from The Brick in March of 2014. The washer began leaking in early November, so I called The Brick immediately, since it's still under warranty. The Brick uses a third party company for its appliance repairs, and its toll-free number patches you through to India, where the customer service clerks are lovely and polite, but not exactly swift with their English or understanding the nature and context of your call. Plus, they don't EVER deviate from their customer service scripts, so even when you're BEYOND frustrated and they haven't done squat to help you, they'll still end their call with, "Is there anything else I can help you with today?" There is nothing more crazy-making.
I arranged with this 3rd party company to have a repair technician come to my condo the following week. I had to take a day off work in order to receive the technician and he was only there to diagnose the issue, not to fix it. He told me he'd need to order replacement parts for the washer and reassured me it shouldn't take long. A week later, I called the company back to get a status update on my work order. When were the parts coming in? When could I have access to my NEW washer again?
The "customer service" clerk told me that it isn't their policy to guarantee when parts are due to arrive; this is probably because the call centre is located in India while the parts are being transported from Who-Knows-Where to Toronto, so of course they can't track their ETA. I told the clerk that I understood, but she has to appreciate my level of frustration at the inconvenience of my situation: I spend a couple grand at The Brick for a new appliance. The appliance breaks down. I have to take time off work to have it diagnosed, pay to have my laundry done elsewhere in the meantime, and wait until some parts come in before I can even schedule the actual repair date, then take ANOTHER day off work to have it repaired.
She simply reiterated the company policy on not guaranteeing arrival dates for repair parts, so I had to let it go. Finally she said, "When we learn the parts are due to arrive, we'll call you and let you know."
A few days later, I received a call from the same woman, to let me know that the replacement parts would arrive at some local facility the following Saturday. This is now week 2 without laundry. Ugh. Fine.
By week 3, after the parts were in, yet still no one called me to arrange for the actual repair, I called the company again. I asked a very pleasant man named Urshad to please update me on the status of my work order. He politely pulled up my information and said, "Oh, Ma'am, the parts are in. Would you like to schedule a repair date?"
ARGH!
"Yes. I know the parts are in. Your company called to TELL me this a week ago. Shouldn't YOU have scheduled a repair date with me THEN?"
"Oh, ma'am I apologize. Our communication protocols must have had a glitch. You are supposed to receive an automated message notifying you when the parts come in, and then give you an opportunity to press a number to schedule your repair."
Well that didn't happen because I got a call from a live person, which surprised him, and that live person didn't bother to schedule a repair with me.
So now 3 weeks of no laundry and I had to wait another couple days, schedule ANOTHER day off work for me to wait for the technicians to actually fix the washer. On the day of the repair, I was told to wait for a call from the repairmen between 8:30 and 9:30 am, to let me know when they'd arrive.
That didn't happen, so I called the company at 9:30. The guy on the line asked me what time it was "where I live". I said, 'It's 9:30, which is why I'm calling because you're supposed to have called me to tell me when this is happening."
Turns out, they called my work, despite the company having all my information, and knowing I had to be at home on the date of the repair.
The repairman finally called my home and said he'd be at my place between noon and 2. They came at 2:15. Ten minutes later, the thing was fixed.
Their diagnosis: a part must have cracked during the initial shipping process to deliver the appliance to me.
Three weeks and two days of no income for me, and all for a 10 minute fix and a WHOLE lot of frustration.
I will NEVER, ever shop at The Brick again.
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