Trail Appliances - Coquitlam

I was a loyal fan of Coquitlam Trail Appliances in the past having made several purchases. Unfortunately, that is no longer the case. I am now extremely disappointed following my recent experience with them and I feel obligated to warn other customers.

On July 5th I purchased a high end front loading Whirlpool washing machine. It cost me $1500 inclusive of taxes and other charges. The machine was delivered and installed 2 days later and since the day of delivery has not worked. After trying all the advice in the manual it continued to give error codes and malfunction on whichever cycle I tried. I called the service department every morning and evening but was never able to speak with anyone until the following Thursday. My attempts previously failed because whenever I called I got a message saying it was not in business hours or I was put on hold and not able to wait. On Thursday after waiting on hold 20 minutes I decided to call the store and ask them to pass my details along because my whole situation was becoming frustrating. After two hours of waiting I still had not been contacted. I called the service department again, waited on hold another 30 minutes, and finally got to speak to Connie. I expressed my dissatisfaction with regard to having paid a lot of money for a quality machine that is defective and unusable. I asked for an exchange or refund. She told me I am only entitled to have repair. Arrangements were made for the technician to come out the following day and he confirmed it was a defect with the soap dispenser unit/motor within the machine.

The following day I went to the store and spoke to Dino, the manager. I explained my situation and asked for an exchange or refund. I do not believe it to be acceptable to have paid so much money with the expectation of having a quality machine that works from day one but instead have a defective machine that cannot do what it is supposed to do.

Dino said he would look into the issue and get back to me. He called me later that day and told me that I am only entitled to repair and infact, upset me greatly by shifting responsibility onto me by saying, I had not called for service immediately and had left it until Thursday. Shame on you Dino! It is so disappointing that Trail Appliances is not standing behind their products or upholding basic principles of what is morally and ethically right! The "Sale of Goods Act" also specifies that goods should be fit for the purpose they were purchased for, be of merchantable quality and last a reasonable length of time. Trail Appliances chooses to ignore this.

I hope that my distressing experience will serve to inform you well in order to avoid any similar situations.