Setzer’s Appliance of Jacksonville provides poor service

Update:The good news is that it is now working as of noon on July 3rd, 2008.  The bad news is that it took until July 3rd.  However, it is working and Setzer’s did indeed follow-through, eventually.

Based on our recent experiences with Setzer’s Appliance of Jacksonville, we have to rate them as having poor customer service and can consequently only recommend that you avoid Setzer’s Appliance.  On April 29, 2008 we purchased (and our card was charged) a KitchenAid vent hood (aka downdraft, model number KIRD861HSS).  The total cost was $894.64 for a new unit plus installation, well above the KitchenAid MSRP of $819 (see KitchenAid).  One would presume that Setzer’s Appliance of Jacksonville would provide superior customer service to go with their superior prices, but if our experience is typical, that is not the case.

As of today, June 10, 2008, the KitchenAid purchased from Setzer’s Appliance is still not working.  Setzer’s Appliance has stated they would repair it under warranty, and yet that has not occurred.  Now, my question is, why should a NEW unit need immediate repair under warranty?  It should be NEW.  New generally means that it should be working properly.  However, Setzer’s Appliance got the benefit of the doubt and has had the opportunity to repair the downdraft and yet we are 45 days into the new-yet-not-working KitchenAid downdraft

If Setzer’s Appliance wanted to get a good grade for customer service and customer care, after 45 days, one would think they would take back the non-working unit and replace it with a new unit.  

We’ll update this as the experience progresses, but as of today we can not recommend buying an appliance from Setzer’s Appliance of Jacksonville.

On a related note, we’ve recently see pleas to support local merchants.  Buying from HomeDepot or Lowes wouldn’t have had a problem with this.  Unless Setzer’s Appliance gets their act together, Setzer’s Appliance won’t be getting our business in the future.

The concept is simple:  One should get what one pays for when one pays for it.  If you can’t deliver it, take the non-working item out and replace it with a new one.

If you are thinking of buying an appliance in Jacksonville, do you want the kind of service Setzer’s has provided or do you want someone who stands behind the items they sell?

July 1, 2008, 9am update.  The KitchenAid “new” appliance still is not working correctly although they are supposed to attempt a repair again.

July 3, 2008, noon:  It seems to be fixed now, wow!  Finally, thanks!