Jesse Austin Music Store

Hello,I have been in contact with Mr [redacted] and we are in the process of retrieving the units for inspectionWe have recommended he send us pictures which he has doneOnce we can figure out the issue we will be in touch and deal directly with the consumer on this.Thank youRobin [redacted]

hello,We are currently working with this consumer on this issue.She actually ordered the unit from Amazon BUt had it shipped to an address in OhioThen I guess she had it forwarded to MexicoOur units warranty clearly staes we cover units bought and sold in US that are in the USWe do not cover warranty in Mexico.we offered to send a new unit to the OH address as we do not ship to MexicoOur warranty is that we repair or replace a unit, not refundIt was bought from Amazon, not us dorectly so we stand behind the units warranty coverage.We will gladly replace the unit and send it to an OH address once provided.I actually spoke with the call center this morning on Ms Toth to offer this and obtain an address to xlose out this claim.We will deal with the consumer on this.Thank you

Please close my complain # [redacted] because the Delonghi American Company sent me another AC in good working and shape condition

Here is a couple of examples I had the unit running for days The compressor was coming on and I check the water level several times which was OK With the unit set at degrees at am outside temp was room temp 78, at outside temp room temp 83, at PM outside temp room temp 93, at 6pm outside temp room temp The next day set the unit to degrees At am outside temp was room temp 70, at outside temp room temp 80, at PM outside temp room temp Third day was the same Let me know if you need anything else Thanks

To update on this case: we reached out to Mr [redacted] to see how his unit was workingWe replaced it for him but he is claiming it is not coolingI will work withhim on the issue.he has agreed to try some things I suggested and get back to me in a few days.I will deal with him moving forward to resolve his issue

I received the refund check today. You can close this issue. Let me know if I need to do anything else. Thanks again for all your help

Last week I filed a complaint against DelonghiThey have finally warrantied my item, and I was hoping to update the complaint, but I’m not sure how to go about doing thatCan you update or tell me how I go about updating this complaint?

Hello,The consumer has been contacted and has rceived a new unit which he stated was working fineHe was not happy with the route his claim issue took and was unapoy he had to pay Canada prices to return his cordwe require the unit or the cord to replace a product.We are closing this issue on our
end. Thanks

Complaint: ***
I am rejecting this response because: Today *** will pick up my broken unit to return to DeLonghi. I would like to keep this case open until DeLonghi repairs or replaces the broken unit. As of today I have no unit.I would also like to point out that, in their response to Revdex.com, DeLonghi wrote that I was unhappy with the time that the original service took (months). That is true. However, the main point of my complaint is that the unit was returned BROKEN after months. Had the unit worked when it was returned I never would have filed a complaint. I would have overlooked the fact that the machine was in the service center for months and returned dirty
Regards,
*** ***

Complaint: ***
I am rejecting this response because:I live in NY, Canada was never mentioned. They undermined the issue. I did not complain about the returning the cord or the route it took. When I emailed them that I had returned the cord and never heard back regarding a replacement, they said they did not receive the cord. When I emailed them proof of receipt, they did not respond. Three weeks, numerous phone calls and over emails later, I filed a complaint with Revdex.com I complained that the process to return the unit and get a replacement took over monthsWhen I did hear back, they said a check was being processed for me. That never happenedNumerous emails and phone calls later, they said a replacement unit was being shipped. And, even when they said that they shipped the device, to when I received it, took over weeks. No one replied to my emails, even after I said that I would file a complaint.The company called me, in response to my complaint, last week. They left a message & I called them backThey have not returned my call. They have no idea what they are talking about and wrote whatever came to mind. The fact that they did that & can't even do a spell check indicates the low level of customer service
Regards,
*** ***

Hello,I spoke with the consumer today. She had a unit that requird serviceShe was unhappy with the amount of time the service took and rightfully soWe asked to have the unit retrieved for inspection at our facility but she declined atthat timeNow she is willing to send it.I explained we
need to get back her unit in order to replace or repair hersWe are paying to send her a box and label to have it returned and then we will be in touch as soon as we have itShe is satisified now as long as I handle it for her as promisedAnd I will. Thank you

Hello,I have been in contact with Mr [redacted] and we are in the process of retrieving the units for inspection. We have recommended he send us pictures which he has done. Once we can figure out the issue we will be in touch and deal directly with the consumer on this.Thank youRobin [redacted]

Hello,I apologize, after reading this I can see there was an incorrect reply posted here. This was a response to a consumer who's issue has already been resolved. We will contact this consumer back to resolve their issue. Thank you[redacted]

To update on this case: we reached out to Mr [redacted] to see how his unit was working. We replaced it for him but he is claiming it is not cooling. I will work withhim on the issue.he has agreed to try some things I suggested and get back to me in a few days.I will deal with him moving forward to...

resolve his issue.

Complaint: [redacted]
I am rejecting this response because: CLEARLY if you look at the receipt you will see it was SHIPPED TO MEXICO. the billing address of the card I used was from my bank in ohio. I AM NOT IN OHIO. A MACHINE SENT TO OHIO WOULD BE COMPLETELU USELESS AS I WOULD NOT BE THERE TO USE IT. OBVIOUSLY THERE IS MISCOMMUNICATION. PLEASE SEND A REFUND OR ORDER A SIMILAR MACHINE SENT TO ME IN MEXICO AS YOU DO HAVE THE ABILITY TO DO THAT. HERE IS A COPY OF THE EMAIL I RECEIVED MARCH 25. SO WHY ARE WE HAVE A SUDDEN SHIFT IN AGREEMENT?THE PHOTO AND RECEIPT WERE BOTH SENT. IF YOU NEED ME TO FORWARD THE ORIGINAL EMAIL, PLEASE SEND ME AN ADDRESS TO DOS  O AND I WILL BE HAPPY TO. ONCE AGAIN. A MACHINE IN OHIO WOULD BE USELESS. I AM NOT THERE TO USE IT!Dear Elizabeth,Thank you for contacting DeLonghi Customer Service. My name is [redacted], ID# [redacted] and I'll be more than glad to help you today.If you can please send me a copy of the receipt in pdf or jpeg we'll get started on a refund. We're not able to ship to your location so we have to send you a refund for the purchase priceThank you again for contacting DeLonghi Customer Service,Nathan, ID# [redacted]
Regards,
[redacted]

hello,We are currently working with this consumer on this issue.She actually ordered the unit from Amazon BUt had it shipped to an address in Ohio. Then I guess she had it forwarded to Mexico. Our units warranty clearly staes we cover units bought and sold in US that are in the US. We do not cover...

warranty in Mexico.we offered to send a new unit to the OH address as we do not ship to Mexico. Our warranty is that we repair or replace a unit, not refund. It was bought from Amazon, not us dorectly so we stand behind the units warranty coverage.We will gladly replace the unit and send it to an OH address once provided.I actually spoke with the call center this morning on Ms Toth to offer this and obtain an address to xlose out this claim.We will deal with the consumer on this.Thank you

Here is a couple of examples.  I had the unit running for 3 days.  The compressor was coming on and I check the water level several times which was OK.  With the unit set at 75 degrees at 10 am outside temp was 82 room temp 78, at 12 outside temp 93 room temp 83, at 4 PM outside temp 96 room temp 93, at 6pm outside temp 90 room temp 90.  The next day set the unit to 70 degrees.  At 10 am outside temp was 77 room temp 70, at 12 outside temp 87 room temp 80, at 4 PM outside temp 93 room temp 90.  Third day was the same.  Let me know if you need anything else.  Thanks

Please close my complain # [redacted] because the Delonghi American Company sent me another AC in good working and shape condition.