Tell us why here...On 12/01/15 we serviced the equipment at [redacted] [redacted]. Later
that day we went back because of a water leak. It was determined that the drain
spud on the humidifier was the cause. This spud is where the drain hose is
disconnected from the humidifier for servicing. The...
humidifier is 25+ years old
and after years of servicing the plastic spud came apart. This hose must be
disconnected from the spud for proper servicing. The customer does have a
contract that covers parts and labor on his humidifier for a year for $55. This
includes replacement of the water panel, cleaning of the unit and drain,
operational check of humidifier, and a year parts and labor. We have faithfully
fulfilled this agreement. The spud that broke is no longer made for his humidifier.
Because of this we told the customer that he needed to replace his humidifier.
Knowing that they have a contract, we deducted the $55 he paid to cover the
humidifier this year off the price of the new humidifier. We had thought this
was fair. Instead of calling us, he contacted the Revdex.com to say he thought this
was not. Another concern
the customer had was that we did not tell him that parts are no longer
available for his humidifier, the humidifier is not supported, and we took his
money for 20 years. We have faithfully serviced the humidifier for the term of
the contract every year and made several repairs to support the humidifier.
There are some parts still available for their humidifier, just not the drain
spud.Again due to this fact we were going to take the cost of the
humidifier portion of his contract he paid for off the price of a new
humidifier. After receiving this concern from Revdex.com and calling the customer he
said that he did not want to have the new discounted humidifier installed because
he knew someone who could put it in for cost for him. To resolve this
issue Ibbotson has obtained the needed part from an auction web site. We will
install the part as part of his contract. The customer now knows that some
parts are not available for his humidifier. We are discontinuing contracts on
this model of humidifier knowing that not all parts are available. I have
talked to the customer and he said he is satisfied with our resolution to the
problem.
Tell us why here...On 12/01/15 we serviced the equipment at [redacted] [redacted]. Later
that day we went back because of a water leak. It was determined that the drain
spud on the humidifier was the cause. This spud is where the drain hose is
disconnected from the humidifier for servicing. The...
humidifier is 25+ years old
and after years of servicing the plastic spud came apart. This hose must be
disconnected from the spud for proper servicing. The customer does have a
contract that covers parts and labor on his humidifier for a year for $55. This
includes replacement of the water panel, cleaning of the unit and drain,
operational check of humidifier, and a year parts and labor. We have faithfully
fulfilled this agreement. The spud that broke is no longer made for his humidifier.
Because of this we told the customer that he needed to replace his humidifier.
Knowing that they have a contract, we deducted the $55 he paid to cover the
humidifier this year off the price of the new humidifier. We had thought this
was fair. Instead of calling us, he contacted the Revdex.com to say he thought this
was not. Another concern
the customer had was that we did not tell him that parts are no longer
available for his humidifier, the humidifier is not supported, and we took his
money for 20 years. We have faithfully serviced the humidifier for the term of
the contract every year and made several repairs to support the humidifier.
There are some parts still available for their humidifier, just not the drain
spud.Again due to this fact we were going to take the cost of the
humidifier portion of his contract he paid for off the price of a new
humidifier. After receiving this concern from Revdex.com and calling the customer he
said that he did not want to have the new discounted humidifier installed because
he knew someone who could put it in for cost for him. To resolve this
issue Ibbotson has obtained the needed part from an auction web site. We will
install the part as part of his contract. The customer now knows that some
parts are not available for his humidifier. We are discontinuing contracts on
this model of humidifier knowing that not all parts are available. I have
talked to the customer and he said he is satisfied with our resolution to the
problem.