Direct Appliance Sales and Electronics — Local services in Odessa

PLEASE READ BEFORE YOU BUY I will not ever be purchasing anything from Direct Appliance again, and here is why.

It started on Memorial Day weekend, I had purchased a washer, dryer and fridge from Home Depot, but a week after purchasing everything was delayed 20 days, and I had just purchased a new home and couldn't wait that long.

I decided that I wanted to buy local, so we went to DA, and to their credit, they had inventory, "Floor Models", and they could have it delivered the next day, but this is where the problems really started.

When the appliances arrived, Ron the tech, unloaded everything and began hooking everything up, my washer was dead. So, being an electrician, I got my multimeter and checked the outlets all good on voltage, Ron called back to DA to let them know one of the units was defective, and in hind sight I should have just let that happen, but being the troubleshooter I am, I asked if there was a factory reset we could do on the machine, he said yes, and viola, it turned on, but with a fault code. Being desperate for a washer I had him clear the fault codes so I could wash my families clothes. Which he did, and the washer did in fact perform its basic functions.

That night, as I was doing laundry, I noticed that the fabric softner was being used, so the next morning I called DA, and they sent Ron out again, and he did some basic trouble shooting and replaced a water valve, not sure what that had to do with the fabric softner, but I have not working knowledge of how this washer works, so that could have been it. Ron never tested to see if the complaint had been fixed, he just installed it, and left. Well, wouldnt you know, the fabric softner still wasn't working, and my washer has a "Load and Go" feature, where you prefill a cartridge with laundry detergent and it dispenses it automatically, well that feature kept saying it was empty, when it was full.

So, I then went to register my appliances with Whirlpool, but I couldnt register my washer for some reason, so i gave Whirlpool a call to see what the issue was, and get my washer under warranty. When I spoke to Whirlpool, they said the unit had already been registered by a guy named Jack, and for reference the owner of DA is named Ralph. Whirlpool got it registered for me, and I explained what I was experiencing, and they sent out an authorized Whirlpool repair company, Clark's Home Goods out of Midland.

Clarks Home Goods came out the next day, and Mark the technician spent a significant amount of time troubleshooting, and ordered a new fabric softner pump, and new load and go dispenser. A couple of weeks later those parts arrived, Mark installed them, TESTED them, still didnt function properly.

Frustrated at this point, I called DA and asked for a replacement unit, they said no, they wanted to pick it up, and test it, and give me a loaner washer while this was going on. Not what I wanted to hear, but good on DA for offering. After some back and forth DA said if I wanted a replacement unit I would have to call Whirlpool for them to issue it to the authorized reps, DA.

I called Whirlpool the next day, and explained everything, and Whirlpools policy is if 4 things are replaced with in a year, then the unit was deemed "scrap" and they would issue a replacement...and this is where the 1 star rating is coming from. Whirlpool while looking through their service history asked me about a control board that was replaced in February, and I was flabbergasted, because I just bought these units in May, but with all the service my washer had received in less than 6 months, they deemed it okay to replace the unit.

I called DA the next day to explain what Whirlpool said, and they agreed to make the claim that day for a replacement, I dont know if they agreed to replacing the unit, because I had caught them selling me a used machine that already had parts replaced on it as a "Floor Model" at near full price or good customer service. I believe its a mix of 80/20.

My suggestion, if you use them, buy new, ensure it comes in a...

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