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Old 11-27-2015, 10:53 AM   #1
Flintlock
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Great customer service from Dimplex

So it was 2.8 F degrees this morning and I hear what I thought was a puppy outside. I go outside and look....no puppy. Back inside and ask the wife if she can hear it and she says it is near the fireplace and sounds like a mouse. S::T not a mouse! I hate mice!
We finally figured out it was the fireplace. I called Dimplex and they answered. I did not expect anyone to be there today. The VERY knowledgeable lady on the phone laughed when I told her it sounded like a cross between a puppy and a mouse. She said it was probably either the Flicker motor or rod and she would ship me both and also emailed me the service manual.
I had read on this site before about their great service so I did not hesitate to call.

Thanks everyone!

Bill
 
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Old 11-27-2015, 11:46 AM   #2
DQDick
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Amazing they had someone there, but not a total surprise. They're a great company.
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Old 11-28-2015, 03:16 AM   #3
Samiterry
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I find it interesting we recieve better customer service from Keystones suppliers (Lippert, Dexter, Dimplex, etc.) than what we get from Keystone !
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Old 11-28-2015, 04:10 AM   #4
waynemoore
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Maybe the reason we get better service from the suppliers is Keystone wants to get the ok from the supplier to provide warrantee for their products. A good customer service operation first takes care of their customer then works with the supplier to resolve warrantee issues. In my experience I always call the product supplier first and get what I need taken care of. Just saying in all.
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Old 11-28-2015, 12:05 PM   #5
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And when you think about it, what are you going to do in canada this time of year besides work? So manning/womaning the phones and helping customers has to be more rewarding than kicking around ice chunks and that sort of thing. John
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