Initial Business Response /* (1000, 8, 2016/03/03) */
Contact Name and Title: [redacted] Sales Eng.
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@vestil.com
Two issues identified:
Length and type of warranty (parts only and full)
The customer was under the impression that the warranty...
was a full warranty for 90 days and not parts only as indicated in the owners manual. Our customer service team reached out to the end user and explained the warranty, but told them that since there was some confusion may have been caused by our distributor, we would issue a Return Authorization, but required some information from the end user. Several months went by and the technician did not hear back from [redacted], and figured they fixed the issue themselves since it was possible to do so without new parts, i.e. loose hose fitting.
In light of this letter our service team reached out to the customer to arrange to have a third party servicing distributor come in and repair the unit onsite.
We are genuinely sorry for any frustration that we caused Mr. [redacted], and have done what we can to resolve the issue. Please contact me personally if you have any questions or concerns. My direct dial is 260/XXX-XXXX.
Sincerely,
[redacted]
OFFER:
Initial Consumer Rebuttal /* (3000, 10, 2016/03/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As at today, we still haven't had any technician coming to our shop yet. I saw the email from the business to it's distributor arguing about who's responsibility to cover the technician's visit to our shop. Not happy with the further delay.
Also, how can a 30 day full warrantee for such a machine made the business in Revdex.com?
I need a time frame when can the technician come to repair the machine.
Regards
[redacted]
Initial Business Response /* (1000, 8, 2016/03/03) */
Contact Name and Title: [redacted] Sales Eng.
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@vestil.com
Two issues identified:
Length and type of warranty (parts only and full)
The customer was under the impression that the warranty...
was a full warranty for 90 days and not parts only as indicated in the owners manual. Our customer service team reached out to the end user and explained the warranty, but told them that since there was some confusion may have been caused by our distributor, we would issue a Return Authorization, but required some information from the end user. Several months went by and the technician did not hear back from [redacted], and figured they fixed the issue themselves since it was possible to do so without new parts, i.e. loose hose fitting.
In light of this letter our service team reached out to the customer to arrange to have a third party servicing distributor come in and repair the unit onsite.
We are genuinely sorry for any frustration that we caused Mr. [redacted], and have done what we can to resolve the issue. Please contact me personally if you have any questions or concerns. My direct dial is 260/XXX-XXXX.
Sincerely,
[redacted]
OFFER:
Initial Consumer Rebuttal /* (3000, 10, 2016/03/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As at today, we still haven't had any technician coming to our shop yet. I saw the email from the business to it's distributor arguing about who's responsibility to cover the technician's visit to our shop. Not happy with the further delay.
Also, how can a 30 day full warrantee for such a machine made the business in Revdex.com?
I need a time frame when can the technician come to repair the machine.
Regards
[redacted]