Spichers Appliance and Security — Attraction in Winchester

We went here to replace our washer when it died. We do a lot of business and home laundry, so we expected to pay more for a washer that would respectively handle our needs.

Less than a year, it was failing. They have had to take it back for the third time. Even after a rude snide comment about it working in the store the service guy came out, guess what it didn’t work for him.

The store manager accused it of being our home. It worked for months, the loaners work, we have zero problems with anything else.

We are 2 months now into this. They won’t replace it because NOW it is over a year old. We ridiculously overpaid hoping it was worth it to do what we needed.

We love to support small business, but this is pathetic. They apparently cannot fix the things they sell and will cop an attitude if you expect it to work. (Who expects something they paid for to work or a warranty to actually fix it? Who knew!)

We are not out scamming. We all work really hard also, we don’t need a handout, however I expect to get what I paid for.

While I realize machines are not infallible, that’s where customer service makes a difference. Unfortunately, this was a bigger peeve for me than the washer not working. Treating my family who came in to try to speak with you like they must be lying and wasting your time... that is absolutely unacceptable.

Based on the attitudes alone, I would not recommend. I also, would be weary of the process if you are unfortunate enough to encounter difficulty with your equipment, unless you’re able to purchase a new one each year.

Update in response to owner reply:

They have not charged us for loaner and warranty repairs and home visits on the unit they sold. They are correct there and appreciated . Which is why I waited a while to even write the review.

The tech did apologize after he got to our home and the washer would not work for him either. I will give them that also.

I do believe a better understanding of warranty and replacement guarantees should be expressed up front. I doubt we would have spent $1000 on a machine that if it failed, that we could not get remedied. Especially if we had needed to call and pay multiple times to be told there is nothing wrong with it.

The part that led me to the reviews, aside from the frustration of being without a washer for two weeks and then the follow up calls (of which I am grateful for the loaner since)... was the way staff interacted with my family. Three of us have been there since the purchase of the washer, I had a less than stellar experience the day I dropped off the old one, my husband and mother have both been in on more than one occasion for the issues and it just has been unpleasant. I realize we all have bad days, but continuously encountering the same thing comes off as the atmosphere, not a bad day and not just a difficult situation.

If we can return to operational with the washer we purchased, I am happy to update the review regarding that portion of the experience...

ETA-Spichers did refund some of my money, at least for the part that their repairman broke. Decent of them, but not enough to want to make me do business with them again.

On November 20 of last year I called Spichers' service department (in Winchester) to look at my dishwasher (which I had purchased from them less than two years prior) because it wasn't washing well. A repair person came, and he diagnosed that it needed a new dispenser. He returned on Dec. 7 to install it. It did not fix the problem. I called again on Dec. 8 to say that it was still broken. He came again on Dec 12th. This time he said it needed a new wash motor and a new controller, both very expensive parts. In fact, someone else from Spichers came to give me that news and ask if I'd just like to get a new one instead. And also to say that I was going to be charged another $119 service call fee (which I thought was unfair as he should have fixed the problem the first time). The total was up around $650. Having already sunk $200 into this dishwasher I couldn't at that point give up and get a new one. But if he had told me all this at the first service call I certainly would have just chosen a new one and I'd be happily washing dishes now. So, they ordered the parts.

On Dec. 26 the repairman returned to install the parts. By the time he was done he said that the washer didn't, as it turned out, need a new wash motor (or controller--I can't now remember which he installed and which he said it didn't need) but instead needed an only slightly cheaper part--the user interface--that wasn't broken before he started working on it!

So now, my dishwasher was still not fixed, and he's replacing a thing that used to work.

I emailed Spicher's and they checked on the part, finding out that it would be in the following week (a four week wait, total) and they clarified that I wouldn't be charged another $119 service fee, but made no other overtures to make sure I was getting good customer service.

He came in put the user interface in. He said it was fixed. I washed dishes that night and it was NOT fixed. Still had the SAME PROBLEM I'd originally called them about. I called them in the morning and (to their credit) they came right over that same day and worked on it again. Finally figured out it was a piece of glass in the motor preventing it from spraying the water around. They removed that and cleaned and oiled the motor and it appears to work now.

That means he replaced THREE parts I DID NOT NEED, and set me back more than $500 for a problem that he should have found and fixed on that very first service call.

This is truly one of the worst customer service experiences I've ever had. I am extremely disappointed. I like to try to use local businesses as much as possible, but this experience is definitely making me...

We purchased a washer/dryer set from Spichers. We were told the day we ordered, both products were in stock and we should be able to pick those up the following week. I received the call the products were ready to pick up and my husband picked them up and brought them home. Our current washer was failing rapidly and we made it known, being without washer for any amount of time, was not an option for us.

Our old items were removed, to further find our old washer was also leaking. We unboxed and installed the dryer with no issues. My husband had already unboxed the washer and found there to be 2 dents in the front of the washer. I did not check the box first, but there was a dent and tear in the box. Upon installing the washer and untapping the top to look inside, this was not the washer I ordered.

I emailed the pictures to our sales rep, also emailed the Manager and then called the store. The Manager informed me, we could sparingly use the washer we have and a new one would be delivered. The sales rep then called me and told me the washer we wanted was out of stock until at least December 17th. They would have to pick up the washer we were mistakenly ordered on November 9th. Over ONE MONTH with no washer is unacceptable. We were then given the option of $100 back. The sales rep had absolutely not empathy towards the situation. From the beginning I made it clear how much I wash, having senior dogs, kid in sports and we just wash a lot, 3-4 loads a day. There was no other solution other than more than a month with no washer or $100 off.

A little empathy goes a long way. Helping with other solutions instead of silence might have eased this situation. I will not recommend Spicher's going forward and will look for another vendor in the future. I hate to think what will happen if our appliances need service...