The Brick review: Warranty Issues

I moved into my newly built condo furnished with brand new appliances supplied by the Brick on August 16, 2022 and was given an opportunity to purchase a 4 year extended warranty for approximately $1000.00 covering all my major household appliances which I paid.

Fast forward to Sept 13, 2023 (day before my birthday) my Samsung Model#NY63T87S fan is continuously cutting in and out as well as running constantly on high at times for extended periods.

September 13, 2023 at 1536 hrs PST I contacted The Brick warranty line at [protected] mins) where I was advised it was past the 1 year mark and I would have to call [protected].

September 23, 2023 at 1541 hours PST I spoke with someone for 9 minutes where they advised they had no record of anything and were unable to help me.

September 13, 2023 at 1553 hours PST I called the Brick in Langley, looking for Sylvia Dewitt who I had purchased my extended warranty through however was not currently in office and was given another number to contact.

September 13, 2023 at 1555 hours PST, I contacted Sylvia Dewitt at [protected] where I spoke with her as she apologized for the inconvenience and sent an email cc’ing me to [protected]@thebrick.com.

September 18, 2023 at 0951 hours PST I contacted The Brick National Customer Care at [protected] only to be advised that they could not assist me and provided me with a phone number of [protected] that did not work.

September 18, 2023 at 0955 hours PST I contacted Sylvia Dewitt who again apologized and provided me with a number for Sandra Williams (Commercial Project Coordinator)

September 18, 2023 at 0956 hours PST I contacted Sandra Williams at [protected] who also apologized and cc’ing me in an email once again to [protected]@thebrick.com once again with my original invoice number 060912Z0181B along with my extended warranty invoice 071122ZWSOQ requesting them to contact me with my full name, phone number to arrange for a technician to visit.

September 20, 2023 at 1415 hours PST I still have not heard anything via phone calls or emails regarding my oven and attempted to follow up with Sylvia who was unable to answer. I then made an attempt to contact Sandra at 1416 hours who also did not answer.

September 20, 2023 at 1417 hours PST I contacted The Brick at [protected] minute call) requesting to speak with a supervisor or manager however was advised they were all in a meeting and unable. The employee was also once again unable to help me and advised he would be leaving soon and I requested him to have someone call me back after their meeting.

September 20, 2023 at 1431 hours PST I contacted The Brick Customer Care at [protected] where I spoke with a male named “Christian” however was unwilling to provide an employee number or last initial after being unable to help me as he stated the file was locked and there was someone by the name of “Franck Tako” already dealing with my file and I am to call them at [protected].

September 20, 2023 at 1439 hours PST I contacted [protected] and spoke with a female Christina who initially advised I had the wrong number when looking for help with my warranty. Upon voicing my frustration, she advised she was in claims but would try and assist me as best she could. When I advised Christina that I was referred to this number looking for a guy named Franck Tako” she advised he did not exist. Christina advised she would try and have someone contact me by 3pm PST the following day.

September 20, 2023 at 1531 hours PST I received a call back from “Hafeez” from [protected] who advised he was looking into my file as we speak and stated the next available technician he could get to me would be hopefully on Friday September 22, 2023 (unknown time) but states the technician will phone me in the morning to arrange a time.

I have googled the issue which seems to stem from a faulty thermostat containing two screws. The fact that this oven is on the higher end of appliances and being only 13 months old and already having issues speaks to the quality of appliances being sold by The Brick not to mention the Customer Service and wasted time and run around to try and get me appliance still under warranty fixed. There is a select few people such as Sylvia, Sandra and Christina that I commend for at least trying to help however I feel like the majority don’t give a f*ck and seem to pass you around person to person. I would rate The Brick’s Customer Service / Warranty a solid solid 1/10 at best.

I have since had to discard food as it has gone bad and I do not have room in my freezer, not to mention the ordering food/ eating out.

Conclusion: The Brick is quick to sell you things, however if something happens even under Warranty you’re on your own. After the time I’ve wasted being passed around person to person having to fight for something to be done for something I paid for is ridiculous in itself. My hope is that the time I have wasted writing this will save you the trouble in future. Think twice before purchasing from the Brick, they sure like to give you the run around.