Wilkinson Supply Co

Purchase of $11K worth of highest end appliances one of which was a total lemon product, company unwilling to exchange or replace or refund. We bought $11K worth of highest end appliances 2012 from Wilkkinsons for our custom home. They sold them to us with utmost sincerity and we thought hey they'll stand behind us if anything should not work. ([redacted] cooking range, [redacted], [redacted] Freezer, Fridge and Oven/Micro). Of all 5 appliances ONE of these: [redacted] Freezer has been a complete bust - within first year needed servicing for leaking fluid, bad pipe, bad circulation. Warranty covers this. We report it saying hey thats a lot of service issues within first year, this is a faulty unit, (confirmed by the serviceperson as a lemon) and requested them to replace it. No they said, its within warrranty its normal to give [redacted] a chance to fix it. This is after we told them we had to throw out $300 worth of frozen foods EACH SERVICE VISIT (it had rotted before they could come out to fix) thats $600 worth of tangible damage and here's the most horrifying part: HAD TO THROW BREAST MILK FOR AN INFANT bc freezer broke down. INHUMANE AND AWFUL AND HORRIFYING. NO TANGIBLE COST TO THIS. They didn't care, no sympathy just passed it onto being [redacted]'s problem. Next year 2 service calls, one for a power failure and another due to leaking fluid again. [redacted] keeps saying we'll fix it and they do, until the next time something else breaks. I JUST WANT A NEW UNIT THAT DOESNT NEED FIXING EVERY 6 MONTHS. I DIDNT BUY IT FROM [redacted] I BOUGHT IT FROM YOU WILKINSON so I think YOU should replace the unit you sold me. Here is the final response I received after multiple phone calls emails to their CEO and Sales person:We have discussed this situation at length. We believe that [redacted] has provided you with appropriate service and has handled the issues in a timely matter. The latest issue was unfortunately caused by external cause and not a product failure. Even in this situation we believe [redacted] has responded with an appropriate solution, even though failure due to power outage is outside of the scope of the warranty. We at Wilkinson certainly empathize with the situation, but with the knowledge of what [redacted] has done to date, we have decided to not replace the unit at this point.BOTTOM LINE: I expected highest level of customer service and if I'm saying within first year of purchasing a product hey Im not happy, replace it, YOU NEED TO HABE INTEGRITY TO REPLACE IT. PERIOD. How many new mothers would tolerate OUTRAGE of throwing their precious breast milk out bc a high end freezer isn't doing its job??? Pathetic and SHAME ON YOU WILKINSON for not taking this more seriously and saying hey even though [redacted] has washed its hands off you, since you walked into OUR store, WE will take responsibility and make you happy. Disappointing and horrifying. What kind of power do you have with maufacuterers if you just say ooops its not in our control, at least they are servicing your faulty product???? AT LEAST??? I've paid full price for that same faulty product, I've paid for a service warranty, ITS NOT FREE. They are not doing me a favor. AND NO UNIT NO MATTER WHAT SHOULD HAVE 6 SERVICE CALLS IN SPAN OF 2 YEARS.We have been patient and happy with ALL our appliances and reasonable in our requests. Get us a new unit that doesn't keep needing repair/service. DO THE RIGHT THING. HAVE SOME INTEGRITY and stand behind your products. WILKINSON doesn't give a damn once a customer has signed the credit card and walked out the door. STAY AWAY FROM EVER BUYING ANYTHING FROM THIS COMPANY. Goto [redacted]. Goto manufacturer directly. Having a posh showroom and no integrity to stand behind a product and replace it if customer is not happy for WHATEVER reason is what keeps companies going. Learn something and do the right thing.TODAY IS SEPT 2014 - still no freezer replacement for an issue that started SEPTEMBER 2012. Desired SettlementREPLACE MY UNIT WITH ONE THAT DOES NOT NEED SERVICING EVERY SIX MONTHS OR GIVE ME MY FULL MONEY BACK. Business Response Wilkinson Supply Company is very sorry that due to the issues this customer experienced with their [redacted] freezer, that the frozen breastmilk was lost. As a family owned & operated business, we understand how devastating that would be to a new mother, especially since Wilkinson Supply employees many mothers.As with any luxury product, such as a high-end appliance or a car, for example, if there is a service issue with the product, a service protocol set forth by the manufacturer is followed.If you buy a [redacted] and the window won't roll down, [redacted] doesn't replace your entire car, they fix the window.If there is an issue with a [redacted] appliance, a servicer is sent out to diagnose the problem, then repair parts are ordered, and the servicer returns for a second time to install those parts.Wilkinson Supply is an appliance dealer. We are authorized to sell [redacted] products, but not service them. Wilkinson Supply did advocate on behalf of the customer to get the unit serviced as quickly as possible.Wilkinson Supply could only rely on what the servicer reported on this [redacted] unit, which was that it was able to be fixed.If a servicer deems an appliance to be unrepairable, then it is up to the servicer to tell the manufacturer that the unit is not serviceable & needs to be replaced. At that point, the manufacturer will consider replacing that unit.It is our understanding that the servicer made the service call & found it able to be repaired, ordered the parts & repaired it.There is generally not authorization from the manufacturer to replace the appliance.The 3rd service call, about a year later, was due to a power outage at the home. Unfortunately, a power surge is not covered under warranty.Appliances from most manufacturers will not be repaired under warranty or replaced if the appliance was damaged because of a power outage in the home.To our knowledge, [redacted] did give this customer an extended warranty on her freezer & all of the service calls were covered under warranty.To our knowledge, this freezer is working.Consumer Response Since we're on the topic of luxury purchases, If I buy a [redacted] and it DOESNT MOVE, as is the mimimum expectation of a VEHICLE, Let me tell you: they will REPLACE IT. If I buy a freezer and it doesnt FREEZE, REPLACE IT. Wilkinson is authorized to "sell appliances", the question was never can you service my freezer which is what you keep deflecting to. The question is: my BRAND NEW freezer, which you SOLD me, requires servicing multiple times within first 2 years, so REPLACE IT, DO NOT SERVICE IT. You rely only on the feedback of the service person - who is paid by [redacted], and of course, is NOT biased. My feedback is - replace my unit, your response, not our problem, we only sell, after you sign a check its your problem. Hardly a good basis for a long term relationship in sales. Your company may employ new mothers, but let me tell you - NO NEW MOTHER or ANY MOTHER will ever be able to buy a product from you bc you have no value or clue how to treat them respectfully and have integrity to undo a faulty product. So save the apologies, they are not accepted or welcome. If you want to apologize, use your actions, replace the freezer, don't talk about how many times serviceman has come and gone - and of course, [redacted] is mortified at the multiple problems, so their PR department keeps extending warranty to do damage control. Let's not even count the power outage, however, the freezer broke down several times BEFORE power outage. To your knowledge - since you dont answer emails or phone calls from your customers - you don't know if my freezer is working or I threw it in the trash today bc to your knowledge, you haven't followed up with me as a consumer bc to your knowledge, you don't care. Since you don't care, and would like to basically wash your hands off us, we'd like you to refund the FULL AMOUNT back to our credit card for the purchase of this unit, bc you ARE authorized to refund or replace - you ARE a business correct? Or are you in the business of making money and running? Or cheating? You won't replace this unit, clearly, you are AUTHORIZED to refund my money. That is a protocol I'm sure any self-respecting, honest business will have in place. Thanks.