Business ProfileforDimplex North America Ltd

Dimplex Customer Service (CS) attitude is not serious to helping customers resolve issues We purchased a Dimplex SIL60 fireplace in April2023 from **** ********. The unit was installed recently in November 2023. Beautiful fireplace!! The touchscreen was not working from the start. Dimplex suggested to power off the unit and reconnect. The touchscreen was still not working. We called Dimplex and the following was our experience based on talking to the CS: 1. CS ordered a new touchpad as part of the warranty. Nice!! However, due to a backlog, the product would in Dec or thereafter. Christmas is the family get-together time for us here and its unlikely this fireplace will be fixed by then. Also, much of the winter season may be over by the time the unit gets fixed !! Thats unfortunate!! (ii) Dimplex would not install the product as part of the warranty. We explained to the CS our impression that Dimplex is a highly reputed brand, known for it quality and service. If the product was clearly advertised as warranty labour exclusions in this model, we would surely not have bought this. ** **** *** * *** *** ***** *********** ***** Do you really expect us to maneuver the unit weight and have skill-set to install the touch-pad? We offered to pay Dimplex technician to install and make it easy for us to enjoy the fireplace. Here again, CS read the rule-book and said Dimplex will not offer labour service for this brand of our purchase. We wish Dimplex looks beyond the rule book and either : a) replaces this product with a new / upgraded product or b) provides meaningful service to resolve the issue. If costs are involved in upgrading/ servicing, please let us know. ****** **** * please attend to the issue to let us enjoy the fireplace without the current hassles. The touchscreen is still not working and the temperature now after powering on displays in Farenheit instead of Celsius. Please see if you can assist. Kind regards **** *

Good Day ****, We will be working on getting service out to you to fix the unit. I will update you ASAP. Thank You Customer Service Manager Faye

Good Day ****, An order was placed for a new SIL60 the order number **********. Our Tech Paul will be in touch with you to bring you the new unit. Please reach out to us is you have any questions or concerns at **@*******************.com. Regards Faye

We are impressed with the Dimplex Customer Support Team addressed our initial concern. They coordinated with the service technician and resolved the issue in a timely manner. The service technician was thorough. He identified the issue and resolved it in a few minutes. This experience has reassured us of the value of the Dimplex brand provides to its customers and goes above and beyond to ensure the same. Full marks to Dimplex!!