Appliance Village Company

Initial Business Response /* (1000, 8, 2015/12/15) */
We do not diagnose appliances over the phone. We did not tell the customer she needed a bake element. In the case of a range, we normally would tell them the baking element may look physically damaged. If not they could bring it in and we can...

test it for them. A baking element is an electrical part. Once it has been installed it can not be returned or resold. It is a "used" part. On occasion we may receive a bad part. We told the customer she could bring the part (New one) in and we would check it. If it was a defective part we would get her a different one. She did not bring it in. We have technicians that repair appliances. If they install a part that does not fix the problem, we assume the liability for the part. Our invoices state on the bottom there is no return of electrical or special order parts .
Initial Consumer Rebuttal /* (3000, 10, 2015/12/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They did diagnose it over the phone and when we went into the store. He also did not tell me the baking element was not refundable after purchased, I found it once I got the invoice. They also did not tell me to have the element checked. He told me that if the new one was bad thete was nothing he could do because it's as is. We also were never told that they were used parts.