Doyon's Appliance — Attraction in Reading

I’m writing this primarily to review the outstanding support from the service manager, Jerry Ponte, of Doyon’s Appliance, and indirectly a review of our new Bosch dishwasher 500 series, which we purchased to replace a 1996 KitchenAid dishwasher, which had given us 29 years of reliability and superior performance. And therefore raised the bar on our expectations for the new one.

Before I begin, understand that we had previously purchased ALL of our appliances from Doyon’s since first moving into Reading some years ago.

My overall rating of the Bosch 500 dishwasher: 3 out of 10.

That said, we were so shocked at how poorly the 500 unit performed, that we honestly thought we had received “a lemon” — that it couldn’t possibly be as bad as it appeared and thus we concluded it “must be a defective unit” and told Doyon’s of our conclusion. After a 2nd phone call to the store, we were unfortunately told by the salesman that he had “already spent too much time talking with us” and had “other customers to help” and terminated the call. This honestly left us quite shocked and soured by the experience. Our request was then sent to their service team.

This is how we met Mr. Jerry Ponte, the service manager for Doyon’s. Jerry made a house call to assess our situation. Jerry patiently explained how the unit is designed to work (and not work) and that the unit was indeed performing at its highest level possible. Jerry was a great communicator, a patient listener and highly knowledgeable and skilled at explaining the details and nuances of our new dishwasher vs. our old unit. He clearly established what our expectations should be and more importantly explained why. I learned more from Jerry in 2 minutes than I did during the 20 minutes spent in the store before our purchase. But more importantly he treated us with respect and made feel like a valued customer again.

In any event, If it were not for the graciousness and dedication by Mr. Ponte, who clearly puts customer satisfaction and value first, I am not sure if I would have resisted putting this purchase in credit card dispute as a lemon.

My overall rating of Jerry Ponte: 10 out of 10

Indeed! Hats off to Mr. Ponte for his outstanding customer service and patiently sharing his expertise and knowledge with a once life-long Doyon’s customer.

As for the rest of my Bosch 500 review, I feel it would be more beneficial to others that it be left on a site dedicated to “dishwashers” than that of a general...

Update: I wanted to provide an update to the review I posted previously. The Doyons team has really stepped up to solve the issues I note below. While the disappointment of my original experience can't be changed, I'd like to share my enormous praise for the urgency with which they addressed the problems and professionalism they demonstrated throughout. Jerry, their service lead, arrived within a day to replace the cooktop and diagnose the freezer issue. He was AMAZING. And he's back at my house right now replacing the defective part for the freezer. If I could give my review ONLY to Jerry and Mike for how they've handled my situation, I would give 5 stars. I've moved from 1 to 3 stars and withdraw my service criticism below. Thank you to the team.

Original Review: I purchased $12k of Bosch Appliances back in December. By February, the cook top was not heating correctly. Doyons called a Bosch service tech to come out and look at it but he refused to service the unit as it was missing a service tag. Apparently this means the unit I was provided was field scrap. The Doyons team claimed to be horribly embarrassed and promised a new cook top. Fast forward to today, crickets. And as of yesterday, my freezer is no longer staying cold while making a loud growling noise. I suppose I’ll have to take time off work so I can reach them when the service department is actually open… In the meantime, I don’t have a freezer.

[see above] In net, I’ve had substantially better service from big box stores. I thought shopping local was the way to go but I’d go with a company who actually stands behind the...

Updated my review: after the store manager and two of their in house delivery guys came by and fixed my issue. Doyons really cares about customer experience and expressed their apologies for what happened during these past two deliveries.

I have had great experience in the past with doyons for a dishwasher and then a washer dryer. Ordering and visiting the show room is great. The sales people are very knowledgeable. Unfortunately recently I had two bad experiences with frig delivery. The first being in our house, the installers did not level the frig, or even put the feet down at all. I realized this after they left that the frig would slide when opening and closing the doors. They did come back, the leveling is better but still off. The next bad experience came with the install of a new frig at a relatives house. I was there for the delivery as well and the installers did not plug in the frig nor did they put the leveling feet down. They basically carried the frig inside and then left. Thankfully another store installer group was delivering at the same time within the condo complex and they helped me out in finding the plug and even leveled the frig for me. My relative got in touch with doyons and they did refund the delivery fee. Given my previously good experiences I'm disappointed in doyons. They should at least not leave a frig installed on wheels unless someone specifically...