I am writing to you in response the claim made my one, *** ***. *** *** has been a long time customer here and has made multiple purchases here so she has been aware of our high quality of work for 6 years now.On April 27, 2016, Appliance Connection delivered and installed several new...
appliances to her home at *** * *** ** Arlington VA ***. We installed a new dishwasher, range and refrigerator. All of the appliances were installed correct and to the standard set forth by each manufacturer’s recommendations. All appliances were tested for function and for correct installation and all appliances passed. At the time of installation there were no issues. According to *** ***s email sent to us on May 25th at around 2am she decided to remove the water filter from her new *** refrigerator and check the model number. It is our understanding that she then attempted to reinstall the water filter and subsequently did not follow the procedure listed in the included use and care manual.The use and care manual states clearly on page 22 (see below) to step 1 turn off the water supply coming to the refrigerator before attempting to remove. It also notes under step 4 the caution that, “If you have trouble inserting the water filter because of high water pressure, shut off the water supply valve”. *** *** admits she did not turn the water valve off as they stated. Therefore when she attempted to reinstall the filter and felt resistance she forced the filter in place which subsequently caused water to leak out of the unit. Unfortunately *** *** was unaware of where the builder had installed the water shut off and she was also unaware of where her household main water shut off valve was located, because she did not know where these valves were located she was unable to turn off the water off to minimize the damage done. Further in her email she states that the plumber who arrived at 4am said “it would take a 200 pound man to reinsert the water filter given the pressure”. Clearly he did not read the use and care manual either.On May 25th we contacted *** on her behalf to help initiate a service call through the manufacturer’s warranty. *** *** was instructed to call *** to schedule a service call and via email on May 25th she refused to do so.On June 6th, I talked with *** *** and we discussed the problem and I agreed that my company would remove the *** and deliver and install a new *** refrigerator that she picked out. During our phone conversation I explained to her the problem and her error. She thought that the design was “stupid” and she has never known other refrigerators that ask for the water valve to be turned off. I explained to her that we did not feel that the unit was faulty and that we would exchange the unit at no cost but we would not accept responsibility for the plumbers bill and tip nor the cost of any damaged floors. She scheduled a delivery for June 16th of the new unit. We delivered and installed the new unit and as far as we know everything has been fine with the new unit.Please feel free to contact me directly in the matter should you have any questions.Thank you,Mark R***General Manager
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
I am writing to you in response the claim made my one, *** ***. *** *** has been a long time customer here and has made multiple purchases here so she has been aware of our high quality of work for 6 years now.On April 27, 2016, Appliance Connection delivered and installed several new...
appliances to her home at *** * *** ** Arlington VA ***. We installed a new dishwasher, range and refrigerator. All of the appliances were installed correct and to the standard set forth by each manufacturer’s recommendations. All appliances were tested for function and for correct installation and all appliances passed. At the time of installation there were no issues. According to *** ***s email sent to us on May 25th at around 2am she decided to remove the water filter from her new *** refrigerator and check the model number. It is our understanding that she then attempted to reinstall the water filter and subsequently did not follow the procedure listed in the included use and care manual.The use and care manual states clearly on page 22 (see below) to step 1 turn off the water supply coming to the refrigerator before attempting to remove. It also notes under step 4 the caution that, “If you have trouble inserting the water filter because of high water pressure, shut off the water supply valve”. *** *** admits she did not turn the water valve off as they stated. Therefore when she attempted to reinstall the filter and felt resistance she forced the filter in place which subsequently caused water to leak out of the unit. Unfortunately *** *** was unaware of where the builder had installed the water shut off and she was also unaware of where her household main water shut off valve was located, because she did not know where these valves were located she was unable to turn off the water off to minimize the damage done. Further in her email she states that the plumber who arrived at 4am said “it would take a 200 pound man to reinsert the water filter given the pressure”. Clearly he did not read the use and care manual either.On May 25th we contacted *** on her behalf to help initiate a service call through the manufacturer’s warranty. *** *** was instructed to call *** to schedule a service call and via email on May 25th she refused to do so.On June 6th, I talked with *** *** and we discussed the problem and I agreed that my company would remove the *** and deliver and install a new *** refrigerator that she picked out. During our phone conversation I explained to her the problem and her error. She thought that the design was “stupid” and she has never known other refrigerators that ask for the water valve to be turned off. I explained to her that we did not feel that the unit was faulty and that we would exchange the unit at no cost but we would not accept responsibility for the plumbers bill and tip nor the cost of any damaged floors. She scheduled a delivery for June 16th of the new unit. We delivered and installed the new unit and as far as we know everything has been fine with the new unit.Please feel free to contact me directly in the matter should you have any questions.Thank you,Mark R***General Manager
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]