My "Mexican Stand-Off" with Do-It Center in Panama
Monday, March 10 2008 @ 10:20 AM EDT
Contributed by: Don Winner
By DON WINNER for Panama-Guide.com - Back in December I went to the Do-It Center in Multiplaza and spent about $4,500 on a whole set of appliances for our new apartment. Included in that purchase was four Samsung 12,000 BTU split air conditioners. I took delivery and hired a technician to install them. During the installation he discovered that one of the A/C units was defective. I reported this to Do-It Center, who referred me to Samsung. I make a long story short, they took the unit and repaired it, and now they want to give it back. My position is simple - I expected to buy a new air conditioning unit that was in perfect operating condition out of the box - not one that needed repair. Now, they refuse to give me a new one and I refuse to accept the "repaired" unit. (more)
You Call Me: I spent literally dozens of hours on the phone between Do-It Center, Samsung, and the technical company Samsung hires to do their repair work. Each would tell me to call the other I had to go to extremes to get these people to talk to one another. Finally, I threw up my hands and put the ball back in Do-It Center's court. They should not force their customers to "call Samsung" if there's a problem with a supposedly "new" A/C unit. They should be responsible and responsive to their customers, especially good customers like me. I've spent thousands and thousands of dollars in there over the years. Now, they are blowing me off. My turn.
Reasonable Expectation: If you buy a "new" (anything), then I think it's a reasonable expectation on my part to believe that unit should be delivered in perfect working condition. If it turns out over time that the unit was broken and needs repairs, then the people who should "suck it up" is Do-It center. They should simply give me a new unit, take the "fixed" unit back, and then put it up for sale accurately described as a broken but repaired unit. Trying to stuff it down my throat is, quite simply, bullshit.
Not Budging: When I get my back up I can be really, really stubborn. Do-It center is focusing on the fact that I bought the units in late December but did not install them until mid-February. Our apartment was still under reconstruction and I wanted to have the units available to install them when the time was right. So yes, they sat there in their boxes for about 45 days. Does that eliminate or nullify the guarantee? Do-It center says so - that I should have installed the units immediately and reported that the unit was damaged within 30 days. And remember at this point their personnel delivered the merchandise to my new apartment and saw (or confirmed) it's under a major rehab, and that their technician from Samsung went to the new apartment to retrieve the unit and also saw the apartment was in reconstruction. Also, I just bought a whole new line - washer, dryer, fridge, four A/C's - for the new place.
Whatever - Call Me When Your're Ready: I'm not going to take delivery of this unit, period. I'm going to the offices of the consumer protection agency to file a formal complaint against Do-It Center. I'm also not going to spend another two minutes trying to talk to Do-It Center personnel in any way, shape, or form. They have my telephone numbers and they can call me. When this little event is over and I get a new, working and functional A/C unit installed one way or the other, I'm going to spend off the last of my accumulated frequent shopper points at Do-It Center and then will no longer shop there. I'm done - this is bullshit.
Copyright 2008 by Don Winner for Panama-Guide.com. Go ahead and use whatever you like as long as you credit the source. Salud.