A Tale of Two Speed Queens

[pulltostart]

Subtitled "What's Wrong With This Picture?"

 

Just to review, here's the Speed Queen TL that I bought on November 29 from Castleberry's Appliance, here in Chamblee.  Totally happy with the washer.

 

Lawrence

 

[pulltostart]

This is a picture, downloaded from the Speed Queen website, of the model that I purchased from Castleberry's Appliance this past Tuesday, January 3.

 

L

 

[pulltostart]

This is a picture of the Speed Queen dryer delivered by Castleberry's Appliance yesterday (Saturday), January 7.  Notice anything wrong?  When I challenged the delivery person (who had also been the salesman who sold me the dryer), I was told "this is a new model gas dryer"; not once, but twice I got this response.

 

L

 

[pulltostart]

This is a photo taken today of what I'm using to dry clothes.  Sweet, huh?  Being the passive-aggressive mal-adjusted adult that I am, I am so furious with Castleberry's Appliance (note - I've used their name four times so you won't ever forget who they are), I absolutely refuse to have anything to do with them.  The dryer is not what I paid for and is not what I want, and will not stay here.  I had conversations yesterday with another Speed Queen dealer here who said he would try to help me correct this situation.  I have not used the dryer yet although it is installed, and I expect it to go back to whomever as a New Dryer - thus the lovely drying rack.

 

Ok guys, by a show of hands, who thinks I will purchase anything at Castleberry's Appliance (fifth time) before Hell freezes over?

 

[DADoES]

 
Three dryer models are shown on SQ's web site.

ADE4BR / ADG4BR has FOUR temp settings -- regular/HIGH, perm press/MED, delicate/LOW, no heat.  Adjustable cycle signal.  Also has selectable extended tumble (wrinkle guard) on both auto-dry cycles (can be set on or off), and a separate timed Wrinkle Out cycle.

ADE3LR / ADG3LR has THREE temp settings -- regular-PermPress/HIGH, delicate/LOW, no heat.  Adjustable cycle signal.  Extended tumble (which cannot be de-selected) only on auto PermPress/Knits cycle.  This is the unit that you ordered per your indication.  Compared to the TOL model, it lacks the medium temp, selectable Extended Tumble and separate Wrinkle Out cycle.

ADE30R / ADG30R is the unit you received.  Compared to 3LR that you ordered, it seems to be missing only the adjustable cycle signal.  Not a serious detriment, but indeed is not the machine you ordered.

 

[pulltostart]

You are correct - there are 3 models.  I originally wanted the TOL, but was told that they were on back order and when I really looked at the dryer most of the features that set it apart from the next one down were primarily for perma-press fabrics (none of which I own).  They included an intermediate temperature, optional extended tumble, and a drying rack.  I decided the MOL would be fine.  The one that was delivered does not have an interior drum lamp (something I really wanted, and the MOL does have the light) and although it is a 'auto dry' model, not only does it not have an adjustable end-of-cycle signal, it has NO end of cycle signal (WTF?).  There is nothing wrong with this dryer and if I had set out to purchase this one, it would be fine.  But my sales receipt is for an ADG3LR dryer and what was delivered was an ADG30R.  This is NOT a "new model", it has been in the line-up as long as I have researched SQ products, and this model does not "replace" the ADG3LR.  I am highly insulted that the salesperson pulled what I consider 'bait-and-switch' tactics on me.  If Castleberry's didn't have the model I wanted (and bought) then they should have explained that the only gas model they had in stock and could deliver yesterday was the BOL model.  A second dealer that I talked with yesterday told me that SQ was having problems keeping up with demand and SQ appliances, at least her in Atlanta, were hard to find.  If I have to order and wait for the one I want, I will do that.  I intend to disconnect the SQ dryer and move my old MT back into the kitchen until the one I want can be delivered and installed - by anyone but Castleberry's.

 

[yogitunes]

Thinks that can tick you off!.........
If this other guy can get you the dryer, I would send BOTH back to DingleBerries, and ask for a FULL refund....just for the bait-and-switch trick they tried to play...

and give the full business to the new guy......

maybe we should have Castleberry's number and address, or even email......and let a few of our members let them know what we think of their customer service....we of AW are not just anybody!

 

[DADoES]

 
I assume there's a price difference.

Since they clearly delivered the wrong machine, they ought be required to either take it back and refund the FULL cost if you don't want the machine ... or refund the difference if you keep it.

 

[retropia]

Assuming you paid for a more expensive model and received a less expensive model, that would be cause for a call to the Better Business Bureau and your state's attorney general. If any of your local television stations have a consumer help service, I'd call them, too.

 

[pulltostart]

I forgot to mention the fact that two reasons I'm enjoying the washer is Steve (Gyrafoam) paid a visit and 1) adjusted the water level control and by-passed the lid switch.

 

Thanks Steve!

 

L

 

[cehalstead]

adjusted the switches

changing those two things make that great new machine a whole different animal!!!!!

 

[mrb627]

Castleberry's

Have you asked for a refund? Does the model number on your bill of sale differ from what is on the machine?

I had Bestbuy pull this on me when I purchsaed my Duet set. Although it was more of a clerk error than attempted fraud. The dryer was a different color from the washer. I didin't notice on the reciept because it was a letter difference in the model number. BB did make it right, though.

I expect Castleberry's would do the same...

Malcolm

 

[pulltostart]

Malcolm,

Yep, the numbers on the dryer do not match the numbers on the receipt - off by one letter - and that's what makes the difference.  I brought all my paperwork with me today and have access to all of these photos.  I'm going to call Castleberry's and give them one chance to correct the error and if that fails I'll be in touch with Britt's.

 

[llmaytag]

Purchase

What a drag that is. I had something similar to that happen when I purchased a washer and dryer for my mom about ten years ago....they delivered the washer, but didn't have the dryer I had originally ordered. In retrospect, I shouldn't have received the washer until they had both because it turned out they couldn't get a matching dryer so I had to get a refund on the dryer and shop around and around to to find a match.

On another note, I have the same model SQ washer and have grown quite fond of it, though I need to get my buddy Peter to come out for a visit and help me fix the water level thing. So other than washing slightly smaller loads than I'd like, it's a great machine. I didn't get the dryer because I'm quite happy with my early 90s Maytag DC Plus dryer. Seeing your SQ dryer, I have to ask...does SQ automatic dry sense based on temperature entering and leaving the drum, or is it a moisture sensor, which other brands often call "electronic dry?"

 

[mrb627]

Britts

I bought my set through Britt's. They are wonderful to work with...

Malcolm

 

[charco68]

Lawrence!

I'm sorry Castleberry's have been such b-holes. I love supporting local businesses over big-box if I can help it. But this kind of stuff I expect from big-box, not local. I hope they set things right for you. You're an honorable man with a lovely home, and you deserve the SQ you paid for!

If your MT isn't up to snuff, I'll lend you the GE. ; )

Charley

PS: Did you sell the Buick yet?? Still swooning over it...

 

[pulltostart]

I called the salesman this morning and said what's at the house will  not work, I don't want it, it's not what I bought, and they need to come pick it up.  He said "ok".  Their options are to either simply come pick it up and void the sale, or bring what i ordered.

 

Regarding the dryer, none of the SQ literature references "electronic" controls.  I am assuming all 3 models use the moisture-sensing technology to determine the dryness of the fabrics.  It still strikes me as odd that a manufacturer would offer a model that operates in this manner and not equip it with an end-of-cycle signal (that is the case with this SQ dryer), even a fixed one (like my old Maytag has).  Since the end of the cycle is not a function of time and can vary from load to load, the user has no way to predict the length of the cycle.  Let me know when the dryer shuts off, please.

 

L

 

[mrb627]

Good News

That is good to hear. Being a smaller retailer, I would expect them to bend over backwards to make you happy. When I got my set, I had an issue with the dryer early on. Britt's recommended that I contact Speed Queen directly and it was taken care of.

Nobody likes having buyer's remorse and anything that happens in the first 30 days unfortunately can set that in motion...

Malcolm

 

[mrb627]

Going Out Of Business

I saw a commercial on tv this morning that Castleberry's is closing stores. I don't recall them actually stating that they were going out of business. But they are closing some if not all stores.

 

[pulltostart]

Interesting.  There are many Castleberry's derritives, who knows which are closing.  I called the appliance store on Monday morning and told the salesman that they needed to pick up the dryer, and why.  He said 'ok'.  He called me back on Tuesday morning to tell me that "the board of directors" had decided that I could use the dryer until the one I wanted arrives and they can make the switch.  He told me that it would be at least the first of the month before they could have the dryer that I wanted/purchased.

 

L

 

[angus]

I would be furious as well. I too believe in supporting local businesses. But last year when my 5 year old SQ washer needed a belt, I had a horrible service experience with a local independent, Ted's Appliances of Huntington, CT. That is a name I want all Connecticut members to always keep in mind!!! I won't rehash the whole sordid business (posted extensively on that last January/February), but the point is that we also must be careful about local businesses - not all are that consumer friendly.

I have tried not to think about the Ted;s experience too much over the past year and focus instead on the great service I received from Jeff's Appliances in Shelton, CT. The service rep had the machine fixed and running perfectly within 15 minutes of arriving, cleaned up the mess under the machine that Ted's son made by spraying everything with WD 40 and I didn't even have to pay for the part. Alliance sent it to me for free after the Ted's debacle. I do wonder though how much more damage Ted;s son did to others on different appliances...

 

[peterh770]

Keep after them, even if just calling them every day to see if they answer the phone... If "some" stores are being closed, I wouldn't be surprised if it is the appliance one, with Brandsmart, Home Depot, Lowes and Best Buy being close by...

 

[retropia]

If you made this purchase on a credit card, I would go ahead and file a dispute with your credit card company NOW. If this drags on past the time you are allowed to file a dispute (60 days from purchase date, I think), you won't have that option.

If the appliance seller is able to resolve the matter, then the credit card dispute can be dropped. If not, then you've protected yourself. Your credit card company will want to see proof of the mixup, and they will want to know that you've already contacted the retailer to give them an attempt to resolve the dispute.

I'm not sure how it works if the seller goes into bankruptcy after the credit card dispute is filed.

 

[mrb627]

Credit Card

Filing a complaint with your credit card company is not a bad idea. If anything, call them and explain the situation and see what they advise. They may recommend not pursuing a dispute as the retailer is promising to make good, but at least they can make note in your file that you did make contact with them.

Malcolm

 

[qualin]

My Experience

Wow.. This almost sounds like my experience, but almost..

I had ordered a Huebsch ZDG4BR, which the TOL gas dryer they sell at the start of December.

Unfortunately, when I called to follow up last week, I found out that the appliance store had decided to substitute in a ZDG3LR, which is nearly identical to the ZDG4BR, except that it lacks the extra tumble cycle, which IMHO is pretty important for wrinkle prone fabrics. They did this because it would take six weeks to get one in, because it's what their distributor had in stock.

The store thought they were doing me a favor by getting me a cheaper unit (Was about $100 cheaper) and something their distributor had in stock.

Instead they annoyed me. I had to redo my order last week, now I won't have the replacement dryer in until March. It's not all bad though, I had to have some pricey repair work done to my car, so it kind of works out.

In the course of my job, I purchase upwards of a half million dollars in computer hardware, software and services every year. If one of my vendors tried to pull a stunt like that on me because "It was more readily available" or "It was cheaper and you won't mind the difference", they would lose my business fast.

I'm really surprised to see this going on with white goods. I can order a customized server from HP and can it shipped overnight with any configuration I want. It takes less than a week from the time I place the order to the time it is on my door step. I don't see why washing machines and dryers have to be any different. They're no more difficult to build than a server.

I am this >< close to giving Mr. Chuck Melton a really good piece of my mind.

 

[mrb627]

Simple

The distributor will not order a single piece from the factory. So, your order sits and waits till there is enough need to order a quantity. The larger the order, the better the discount from the factory either on per unit cost or shipping.

I wonder if ordering your machine from an online vendor would result in a quicker turnaround. I have seen some of the auctions on ebay claim your order is shipped direct from the factory to you.

Malcolm

 

[lovestowash]

"The Board of Directors"...

I'm LOL at that one...wonder if they called a special "Board Meeting" to address the fate of your dryer...

Their commercial was just on TV regarding the closing...seems to be "Castleberry's Furniture" and "Treasures For Your Home" locations in the metro, consolidating to the main location in Chamblee...

My parents bought lots of furniture from them in the past, and they had a stellar reputation...hopefully that still exists...

George

 

[pulltostart]

George,

I agree.  At first I was amused, then wasn't sure what to think.  I would have expected "the Owner" or "the Owners" - either way, I think the point was that everyone associated with the sale and the appliance business knew that a mistake had been made.  I would love to know who was actually behind the decision to sell one model and deliver another model, but I can also live without that knowledge.  As long as they bring out the right appliance, I don't care.

 

L

 

[mrb627]

Extend Tumble

I will say that I use the Extend Tumble option most of the time on my dryer. Usually opting for the second or third calling of the end of cycle signal before emptying the dryer. It sure seems that clothing is smoother and less wrinkled if cooled to room temperature rather than the quick 3 minute cool down that most other dryers on the market offer.

Malcolm

 

[alr2903]

Do you have a $number in your mind, that would allow you to live with the one you have?   You might get a nice little bonus out of this deal.  If  Castleberri is closing this could turn into  a real snafu.  alr