SAlesmen Taking Advantage of People

[whirlcool]

As a member of a retired airline pilots group I had the chance to visit a elderly couple to assist them around the house. We do this as a service for former airline personnel.

The tasks I had was to scan their televisions to pick up new channels and to help them with their new dryer. Right down my alley, I thought.

They recently replaced their dryer (Whirlpool 1997 model) because the drum wouldn't turn anymore and they called a repair guy out who told them it needed a belt. But a belt would be more expensive than the machine is worth so he told them to go buy a new dryer.

They went to Lowe's to find the new dryer. They told the salesman that they wanted a dryer that "all you have to do is load the clothes, turn the knob and press start" nothing fancy. The salesman said "they don't make that kind anymore." Well he told them the cheapest dryer they had was a Whirlpool Oasis dryer.($745)They wanted the gas version and he sold them the electric version.

These people are 88 & 90 years old and still living by themselves. They do a good job of getting by on their own. The wife was having problems with the Oasis dryer.
She didn't understand the electronic controls and you have to really slam the door to get it to work. I figured out the controls (not very intuitive) and showed her how to use the machine. I think she has it down now.

But it really burns my a** that all they wanted was a simple Whirlpool or Roper dryer and got sold this all electronic piece of junk. I think the salesperson took advantage of them as well as the service guy who came out to look at the old dryer. I told the people to call for warranty service as they should not have to slam the door shut each time they want to use this dryer. Or maybe I should go back to Lowe's with them and explain to the store manager that they really wanted something more economical and got sold a TOL dryer?

What do you think?

 

[foraloysius]

Talk to the manager, they should take the dryer back, sell them a easier to use MOL or BOL dryer and the rest of the money should be refunded. I think the salesman did a very bad job, hopefully Lowes doesn't want their reputation damaged by such stories.

 

[whirlcool]

I thought maybe they weren't clear what they wanted when talking to the Lowe's salesperson. But even at this age these people are very articulate and know how to ask for what they want. Besides, they are very nice too.

 

[ronhic]

If it were me...

...and I was able, I'd go back with them and get Lowes to take the dryer back. Knowing that they simply wanted an older style 'twist and push-to-start' dryer and being sold a 'line' by a sales man is a particularly dirty trick.

 

The mention of the local paper and their interest in how the elderly are looked after could well be a nice little arm twister too.....a story that could go either way!

 

[whirlcool]

Even though these people are very elderly, they aren't broke. They saved for their retirement and are very comfortable. But that's not the point, the point is they wanted a simple dryer and got sold an all electronic one.

Also, the dryer is installed in their garage where it gets very hot and humid in the summertime in Houston. They built the house in 1954 and have lived there ever since.

I already offered to go back to Lowe's with them and get this corrected, but they said they didn't want to cause anyone any trouble and I told them I could handle it for them. They are thinking about it now.

 

[DigAPony]

They are thinking about it now.

They better make up their mind quick, the return policy is 30 days for major appliances at Lowes.

Tell them to forget about "causing any trouble", they are victims here and nobody cares whether they return it or not anyway.

 

[DigAPony]

They are thinking about it now.

They better make up their mind quick, the return policy is 30 days for major appliances at Lowes.

Tell them to forget about "causing any trouble", they are victims here and nobody cares whether they return it or not anyway.

 

[whirlcool]

I think they've had the dryer for three months now. So it may be too late. But at least they can get that dryer door fixed. Like I said, you really have to slam it shut in order for it to "catch".

 

[mattl]

If you complain load enough they will take it back.  Tat is a ridiculous situation.  There are BOL dryers for ~$500 in gas, gas is about $100 more.

 

[joe_in_philly]

That is nice if you to help them out. It does sound like the sales person didn't listen to what they wanted. Could the difficult to close door be a result of the new dryer regulations?

http://www.appliancemagazine.com/ae/editorial.php?article=2328&zone=215&first=1

 

[whirlcool]

When you close the dryer door normally, the top of the door sticks out from the front panel. To get it to close you really have to use some force, about the same as slamming a car door shut. So that can't be right. This needs to be fixed at the very least. I imagine that the computer boards inside the dryer won't like be jarred all the time.

 

[supersuds]

Without going into a lot of detail, my extended family has had no problem getting Lowe's to exchange appliances, and I'm pretty sure more than 30 days had gone by in some cases.

In one instance they flat out delivered the wrong refrigerator to my parents, who were willing to just live with it because they didn't want to cause trouble. A lot of older people are like that. It's great you're helping these folks!

 

[DigAPony]

If you complain load enough they will take it back.

I agree, sounds like a case of elder abuse in fact.

I would call, or even better go in person to Lowes to get this resolved.

 

[whirlcool]

I talked to the people today, the lady of the house in fact. She remembered what I told her when I explained how the electronic controls work. But she said in automatic mode the clothes are still wet when the dryer is done drying. In manual mode she doesn't have enough strength to push the buttons to increase time or change the heat settings, all push buttons. I remember when I tried it the buttons were kind of hard to push.

I talked to them today and explained we can get this dryer exchanged for one she really wants and yesterday it was "we don't want any trouble" and today it's "well we have a lot of company coming by for the next few weeks, we don't know when we'd find the time to go back down to Lowe's." I told them I'd come down and go with them, but they said they are just too busy to deal with this right now.

Personally, I think they just don't want to make any waves. So I told them to call me when they have the time to exchange this, but I don't really think I'll ever hear back from them.

 

[henene4]

Just go without them. Do it for Thema in your own. That will be the best way I think.
How much is a SpeedQueen? May they get one in exchange and then live with a dryer that probably will Werk till I go out of business ;D

 

[DADoES]

 
Auto dry should have a "more dry" choice but it probably defaults to "normal" so if she's unable to press the buttons ... unless maybe it retains the setting from the previous run (kinda unlikely).

There may also be a service adjustment to increase the overall target dryness level.  Possibly the procedure is on the tech sheet if you can get over there and find it ... or someone here could tell you how to make the adjustment.

 

[mrb627]

Salesman

It sounds like the salesman was better able to upsell them to a digital model better than you were able to sell them on returning it.

 

Malcolm

 

[whirlcool]

I have found out that these people can be very stubborn. And Malcolm, I agree with you totally.

I did find out today while talking to the woman that while they have a VCR, they bought a DVR at one time but returned it. Why? The VCR came in on the Video 1 input on their TV set and the DVR came in on the Video 3 input. She wanted both the VCR and DVR to use the Video 1 input. The neighbor who installed it explained each item has it's own input on the television. They returned the DVR because having something on the Video 3 input "made them nervous" because "we never had anything there before." I think that change really scares these people.

As long as we are talking about people, remember the woman down the street I helped out with the cleanout of her Kenmore dryer but she ended up buying a new one? She wanted a new one with a steam option, none other would do it HAD to have a steam option. Her daughter told her that she could "dry clean" her clothes with that option in the dryer. Well, Karen saw her in the grocery store the other day and asked her how that was working for her. The woman just said "I haven't had a chance to use that option yet." It's been a year and a half since she bought it.

Sometimes you want to help people, but they are beyond help.

 

[combo52]

Wrong Dryer

I would insist they take it back, when someone asks for a GAS dryer the salesman should listen, I would consider suing them for the extra $1000+ that this dryer may cost to operate over its life span.

 

Secondly if it is hard to close the door and operate the salesman did not do a good job helping this customer chose the best dryer for their needs.