Regarding the complaint # [redacted] , We regret any inconvenience that has been experienced by the [redacted] family There seems to have been some misunderstanding of the situation The [redacted] contacted [redacted] in our service department about a sensor that was showing a trouble condition on their system They contacted [redacted] to at our office and he tried to help them It was determined that they would most likely need an in home service call to fix the issue Mr [redacted] wanted to see if he could take care of the problem himself because he could not afford to pay for a service call [redacted] had notified me of the situation in a brief conversation and I informed him that he was most likely correct in his determination that they would need to end up having a service call to take care of the situation The sensor battery was in need of replacement, and it is soldered onto the circuit board by the manufacturer It would be a difficult task to remove the old battery without damaging the circuit board I knew that Mr [redacted] had worked many years as a professional welder and did a lot of work for himself so maybe it was possible but still unlikely [redacted] did not follow up with them and schedule this call but waited to see if Mr [redacted] managed to resolve the problem himself Around this same time I had received a message in my voicemail from Mrs [redacted] that stated they were trying to get ahold of me for service on their system Since [redacted] had already talked to me about the situation and I had answered his technical questions to me, I assumed that he had things under control and I did not attempt to contact the [redacted] ESG will gladly make the repairs to the sensor that is having the problem to resolve this misunderstanding There will be no charge to the [redacted] for this service call They can contact [redacted] at our office to schedule this service call Kind regards, [redacted] Electronic Systems Group, Inc 765-449- 765-491-
Regarding the complaint # [redacted] , We regret any inconvenience that has been experienced by the [redacted] family There seems to have been some misunderstanding of the situation The [redacted] contacted [redacted] in our service department about a sensor that was showing a trouble condition on their system They contacted [redacted] to at our office and he tried to help them It was determined that they would most likely need an in home service call to fix the issue Mr [redacted] wanted to see if he could take care of the problem himself because he could not afford to pay for a service call [redacted] had notified me of the situation in a brief conversation and I informed him that he was most likely correct in his determination that they would need to end up having a service call to take care of the situation The sensor battery was in need of replacement, and it is soldered onto the circuit board by the manufacturer It would be a difficult task to remove the old battery without damaging the circuit board I knew that Mr [redacted] had worked many years as a professional welder and did a lot of work for himself so maybe it was possible but still unlikely [redacted] did not follow up with them and schedule this call but waited to see if Mr [redacted] managed to resolve the problem himself Around this same time I had received a message in my voicemail from Mrs [redacted] that stated they were trying to get ahold of me for service on their system Since [redacted] had already talked to me about the situation and I had answered his technical questions to me, I assumed that he had things under control and I did not attempt to contact the [redacted] ESG will gladly make the repairs to the sensor that is having the problem to resolve this misunderstanding There will be no charge to the [redacted] for this service call They can contact [redacted] at our office to schedule this service call Kind regards, [redacted] Electronic Systems Group, Inc 765-449- 765-491-