Thursday, July 14, our dispatcher took the call from Mrs. who reported that her machine was leaking and belt was in pieces. Although our customer wanted her washer replaced immediately, our dispatcher explained that it must be diagnosed first. We were booked a week out for service, but one of...
our techs went to Mrs. home mid morning that same day, and called in the list of parts needed. Our dispatcher called and created a file with the manufacturer who told her that their failed machines are usually repaired under the terms of their warranty. Yes, our customer, Mrs. did call us at least 10 times on Thursday and Friday. Our dispatcher told Mrs. that appliance exchanges cannot be done without permission from the manufacturer. Secondly, our dispatcher told her that we do not have a loaner washes available, and 3rd our dispatcher responded to Mrs. that we cannot give store credits without authorization. However, our dispatcher did call the manufacturer to ask them to create a file about the customer's request to replace the washer. The manufacturer told our dispatcher that failed machines are usually repaired under the terms of their warranty. Our service manager, who handles returns, was out of state Thursday, July 14 and Friday July 15. First thing Monday morning July 19th, he sent the information on the washer failure to the manufacturer, and our sales rep ( who was also on vacation last week), with the request that they replace the washer. The manufacturer told our dispatcher that failed machines are usually repaired under the terms of their warranty. Our service manager, who handles returns, was out of state Thursday, July 14 and Friday July 15. first thing Monday morning July 19, he sent the information on the washer failure to the company and our sales rep with a request that they replace the washer. the manufacturer gave us necessary authorization to replace this washer, and our customer is scheduled for the delivery of the new replacement machine, tomorrow, Thursday July 21.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
Thursday, July 14, our dispatcher took the call from Mrs. who reported that her machine was leaking and belt was in pieces. Although our customer wanted her washer replaced immediately, our dispatcher explained that it must be diagnosed first. We were booked a week out for service, but one of...
our techs went to Mrs. home mid morning that same day, and called in the list of parts needed. Our dispatcher called and created a file with the manufacturer who told her that their failed machines are usually repaired under the terms of their warranty. Yes, our customer, Mrs. did call us at least 10 times on Thursday and Friday. Our dispatcher told Mrs. that appliance exchanges cannot be done without permission from the manufacturer. Secondly, our dispatcher told her that we do not have a loaner washes available, and 3rd our dispatcher responded to Mrs. that we cannot give store credits without authorization. However, our dispatcher did call the manufacturer to ask them to create a file about the customer's request to replace the washer. The manufacturer told our dispatcher that failed machines are usually repaired under the terms of their warranty. Our service manager, who handles returns, was out of state Thursday, July 14 and Friday July 15. First thing Monday morning July 19th, he sent the information on the washer failure to the manufacturer, and our sales rep ( who was also on vacation last week), with the request that they replace the washer. The manufacturer told our dispatcher that failed machines are usually repaired under the terms of their warranty. Our service manager, who handles returns, was out of state Thursday, July 14 and Friday July 15. first thing Monday morning July 19, he sent the information on the washer failure to the company and our sales rep with a request that they replace the washer. the manufacturer gave us necessary authorization to replace this washer, and our customer is scheduled for the delivery of the new replacement machine, tomorrow, Thursday July 21.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]