Author Archives: mathan

Even more bizarre… Dealing with Elite Appliances

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It seems to get even more bizarre with Elite Appliances – Samsung’s contractor for fixing our defective washer.

We’ve not heard anything from them for almost six days and Scott reached out to find out what was happening.  Well, they implied that it could take up to 6 weeks to get the replacement part.  WTF?

And what they ordered is a replacement door.  Not the gasket/diaphragm which one would normally think should be replaced first – and cheaper; they’re replacing the door.

We also got an email:

Hello Scott,
We are sorry about the waiting time.
Please understand for all cosmetic parts especially DOOR 
REPLACEMENT we must submit request to SAMSUNG before we order the 
parts, it usually takes 2-3 business days the request was approved on April 8th and we have ordered parts for you right away.
Usually we only contact customer if request been rejected, as in 
your case, we will contact you after the door inspected by the 
tech to make sure you have the correct non scratch door for your 
washer.
We will provide you an update once we receive the parts, per our distributor, ETA Monday April  15th.
Thank you,

Elite Customer Care

Cosmetic part?  This is not a cosmetic issue, this is a leaking from the door issue!

When Scott talked to Samsung, they said, “So we’re talking about your refrigerator door that’s been leaking”.  WTF?  And Scott asked the person to read through the case and confirm we’re talking about a washer, not our fridge.

So we’re not sure if Elite has ordered the correct part.  I’m not convinced the door is the issue, but the diaphragm.  What I do know, is that we are not waiting another two weeks, which would bring us up to a month, to have a working washer.

After talking to the place where we bought the unit from, after telling them who Samsung sent to repair our unit, the comment was, “Yeah, we would never refer our customers to them.”

Even on Yelp, Elite is getting a 1.5 star rating.   Is this really how Samsung really wants to be represented in Canada?

Scott pretty much told Samsung that Elite Appliances are idiots, and that we want a replacement immediately.  After being escalated, it’s being put forward to the Samsung internal team to determine if it will be completely replaced.  We’ll know within 24 to 48 hours.

Elite is getting a big fat 0 from me for service.  Seriously, keep away from these guys.

Faulkner, where we got the units from – they were not bad, I’d be hard pressed to blame them unless the way the unit was stored was to blame.  They’re completely apologizing for the hassles we’re having.

Samsung – The company has actually been responsive.  You can call them and actually get a response from them.  They call before and after the technician’s visit to confirm the work was done appropriately, so I think they are genuinely trying which is really cool.  Really really cool.  They are looking at the case and are figuring out if we can get the replacement unit and just not deal with Elite.

My main request to Samsung in Canada is to dump Elite.  I’d be more than happy to recommend Samsung no holds barred, if they get rid of Elite.

Just look at these reviews.

Dust, Humidity and the next week

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Talking to our contractor this week, they commented on how well organized Scott and I were with where with setting up a rack to place all our food and dishes, having our coffee maker, microwave and toaster available;  having a place for everything that we all will need access to.  Even having food pre-made and frozen so that all we need to do is to microwave some veggies, and maybe make rice in the rice maker and we have a complete meal.

The one thing I have been surprised about this renovation is how dusty and how dry the condo has been.

Let me be clear – I knew it would get dusty, I’m just surprised at how quickly after the first day of demolition and just how far reaching.  There’s dust all the way into the bedroom, even keeping the doors closed.  Obviously covering things up goes a long way to keeping the dust off our stuff, unless, of course, your dining room and living room are acting like a makeshift kitchen.

Having a great vacuum helps.  Scott and I have been vacuuming the condo every day, where we can.  Mainly the floors but we also did a bit of a dusting of the entertainment unit and surfaces we could access.  I’m very glad for HEPA filters on vacuums these days.  Honestly – Dyson all the way.  I would not consider any other vacuum on the market today.

The other issue we’ve had is around the humidity level of the condo.  With all the dust and stuff flying through the air, the humidity level has dropped quite a bit.  Add opening the door to the balcony or opening windows and the humidity level dropped to about 21%.  There’s a fine balance to opening up and getting fresh air in the place, the vacuum and pressure that causes spreading dust around the condo and the humidity level.

We a run a small room humidifier to help things out, which also shows the humidity levels in the air.  Closing up the windows brought the humidity level up by 10 to 20 points alone.  To really boost the humidity level, Scott and I having our showers in the morning helped as well.  And that has helped up to be able to breathe better.

The bathroom renovation of 2012 really showed us the stamina required to get through a 2-3 week renovation.  Now for me, I have to admit I’m struggling a bit more because I was away for most of the bathroom renovation.  Hats off to Scott who lived that complete renovation and this renovation.

Next week is drywall, painting and electrical panel installation week:

  • Dry walling – Bulk head, and a two-foot wide wall 
  • Patching any holes and such in the kitchen and laundry room
  • Painting of parts of the kitchen and the laundry room
  • Hopefully getting our washer finally repaired and all setup
  • Getting the electrical panel replaced

By the end of next week, we should be able to put the laundry room together and be done with that, freeing up a considerable amount of space in the living room.

Once our new electrical panel is in, we can then get rid of a whole bunch of stuff in the bedroom.  Mainly our boxes of Christmas decorations and the tree, that live in the storage room where the electrical panel resides.

I’m probably dreaming, but It would be really nice if the cabinets arrived a bit early so that things could be installed that much sooner.  April 15th can’t come soon enough, admittedly.  If all goes well, then the week of April 22nd will be final electrical, and counter top installation and backsplash by April 29th.

Day 4: Tile

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And today he said, “Let there be tile”, and there was tile, and it was good.

Yes, today was tile day at the Bear Penthouse – for the kitchen and laundry room.  And we now have the lighting ready to be wired up in the dining room, where there was previously none.

I’d show pics of the laundry room, but I’m not allowed in there while the tiles set.  I’m hoping tomorrow, we’ll have a backsplash in the laundry room, and then painting on Monday.  If we’re lucky, maybe it’ll be fully functional by Friday next week.

The tiler loved our choice of tile for the kitchen.

Yeah.. about that washer

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So, Samsung, Elite Appliances came out today. Apparently the technician was a good guy and there were no complaints from my partner about the technician.

However, given the detail that was given to Samsung about what was going on, and after talking to Elite Appliances to confirm the appointment, it had been suggested that the technician would more than likely have the part to replace.

However that didn’t happen.  We were told that it would take 2 to 5 days to get a new part in, that is a commonly failing part for a washing machine, that often needs this part replaced within 3 years.  I’d expect you to have the front gasket available given how easy it can tear, etc…

Now that said, I do have to give you kudos.  Calling us before to remind us that our appointment was today and to call Elite if there were any issues.  We also liked the fact you did a follow up call after the appointment asking if everything was fixed to our satisfaction.  Scott let you know how displeased we were at the fact that

  • it’s now a week since the new washer and dryer arrived,
  • it’s been 6 days since the issue was found, and we did do a bunch of testing to make sure that it wasn’t user error,
  • 4 or 5 days since we submitted a call to Samsung for repair,
  • and I’m going to assume it’s going to take another 5 days to get the part,
  • add 2 days for Saturday and Sunday, and that part is not going to ship on a weekend…
  • almost two weeks without the washer.

My partner is an RMT and needs the washing machine to work for his work supplies.  And as Scott reminded you, almost all of our appliances are Samsung.  Like we said, we like you guys and hope it’s just a blip in our relationship with you.

Leaking Samsung WF405

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So.. yeah… Samsung.  Let’s have a chat.  Yes, we have Elite Appliances coming out to fix this tomorrow, but this is how our WF405 Washing machine arrived at our place.  Yes, that water, I’m hoping, isn’t a new feature that comes with this washer.  Personally, I don’t like that feature and would like it replaced, or maybe a new washer, same model, just one that doesn’t leak.

I’d really like a quick resolution… after all we have a fridge, stove, dryer, microwave and two televisions that are Samsung. I’d have bought a dishwasher to complete the picture, but the reviews were horrible and sales people are not recommending them either. But hey, we like your appliances.

Let’s just hope this is just a small blip. Okay?

Cool Lighting

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I’m not really sure how much Scott and I have reduced our carbon footprint, and made ourselves greener.  We’ve recycled our appliances – or at least, we hope they’re being used for parts, etc…

Yeah, I drive a Prius which means – theoretically, I use less gas and drive on recycled electric power from braking and slowing down.

Our televisions use LED lighting as well, instead of fluorescent tubes as well.

The lights we use throughout the condo have gone from incandescent to Halogen lights and CFLs.  However, there is new technology we are going to be using.

We’re going to be using LED lighting under our counters instead of Xenon lighting which was going to be used.

I’ve also decided to invest in LED lighting in the form of Philips Hue.  I can change the colours of lighting in my office, plus for now – in the kitchen and the laundry room.  Mmmm.. disco dancing in the laundry room.  This technology is part of the ZigBee alliance which is a cool home automation alliance.

Apparently they will be coming out with potlights and such in the future as part of the Hue line.  Which would be very cool since we have pot lights in the bathroom and kitchen.

I’m not sure we’ll do too much in the way of home automation – but, I do have to admit – a digital panel on the wall to control the dimming of lights would be pretty cool.

And, of course, I’d love to see if we can use Nest thermostats in the living room and bedroom in the future.  Shame that they’re not part of the ZigBee alliance – yet.  I think it would go a long way to helping us keep the condo cool or warm, smartly.

Day 1 to 3 Pictures

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Day One Demolition

Day Two and Three Changes

Day 3 – Kitchen and Laundry Room

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I was going to say there wasn’t much to report, but from a blog standpoint, I’ve not posted pictures from yesterday or today.

And I’m not going to because it’s too late at night.

BUT I will say – we have no kitchen.  The one wall was torn down and pulled back on the other side.  The cabinets, according to my sister, have gone for a walkabout – I’ve insisted they come back with TIm Tams.  I’m providing coffee.

Electrical was looked at today, and we do have some challenges.  Mainly the phone line that was on the wall is standing on a piece of conduit that goes down several floors.  We need to cut the conduit down.

We’re considering hooking into the ventilation system out of the condo for the fan in our over the stove microwave/fan.

All the new electrical will be roughed in tomorrow for the kitchen – lights, dishwasher, microwave…

For the laundry room, all the gross peel and stick tile has been removed.  Our washer arrived defective so that’s going to be serviced on Thursday.  The electrical work that’s stopping the dryer from being stacked is going to be moved tomorrow.

Floor tiling starts on Thursday, and it’ll probably Monday when we actually have tile on the wall for the laundry room for the backsplash, and a painted, new laundry room.

Our living room/dining room area has everything but the kitchen sink.  Literally – Fridge, dryer, washer (once fixed), stove, table, food, computers, music, TV… LOL!

Once the laundry room is done, and the electrical panel replaced (next week), that means we can put the laundry room back and remove a pile of stuff from the bedroom – Chest freezer, cleaning supplies, Christmas boxes – tree, ornaments, etc…

If the monolith is the fridge (as I’ve nicknamed it), I think the dryer is a big HAL 9000.

Tomorrow – this will all be gone

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Bye bye old kitchen!  Thank you for 6 years of putting up with us!

Ode to a dishwasher…

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Our dishwasher, picture right, is just completing it’s very last dishload for us before it gets replaced, tomorrowOur old dishwasher.  It’s kind of sad because all of the original – our first ever – appliances,  have now all been replaced.