Bruce's Roofing & Siding

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Please provide a local technician to come to our location and fix the machine to its original undamaged condition.
I also have a video and other pictures that may be used for determining a solution.
Regards,
[redacted]

We are responding to a letter you sent to JL Hufford® regarding a customer issue.   Timeline of events up until the complaint filed with the Revdex.com:   12/14/16 – Machine purchased for $2132.75   6/23/16 – Customer online chatted that they were having an issue. Advised the second year of...

the warranty covers parts only if it is a defect. Gave the option to send to Nuova Simonelli service center. Mrs. [redacted] advised that, “the factory rep guy here locally is very difficult to work with. I would rather send it to you guys to inspect”.   7/8/16 @ 913am – Emailed customer in regards to not receiving the Inspection Authorization   7/23/16 @ 154am – Received inspection authorization via email (See attached copy)   7/25/16 @ 946am – Received email from customer that machine is on its way to our facility   7/28/16 @ 752pm – customer sent email inquiring about machine   7/29/16 @ 950am – Responded to customer via email scheduled to be looked at early the following week   8/9/16 @ 208pm – Inspection done and findings sent to customer via email   8/19/16 @ 624pm – Customer responded that they want their machine fixed as do not understand why it is popping the breakers which is causing the GFI not to work.   8/22/16 @ 100pm – Responded back to Mrs. [redacted]   8/22/16 @ 744pm – Customer responded insisting that it is not here new house. Said to, “Just send it back at your expense and this case will be closed and I will fix it myself”.   8/23/16 @ 301pm – Final response to Mrs. [redacted] from JL Hufford (see attached copy with all strings attached)   8/29/16 @ 226pm – Label created via FedEx to ship the machine back to customer   9/1/16 @ 1212pm – Machine signed for by the customer and delivered   In response to Mrs. [redacted] claim that the machine was returned poorly packaged. We received it poorly packaged originally from her (see attached photos) and ensured that we properly packaged it back to her. This Revdex.com complaint is the first communication from the customer since we sent her an email on 8/23/16. We advised of the tray issue when we responded to one of her emails noticing that it was a little bent after we received it from her. If there truly is shipping damage then we needed to be notified within 48 hours of when she received so that we could request photos and make a claim with FedEx the carrier which will more than likely be denied at this point but would be willing to file the claim.   JL Hufford’s reputation is paramount and if we could have duplicated the problem with popping breakers we would have been able to identify and fix the issue. It appears our recommendation that it could be too many AMPs running at one time did not sit well with Mrs. [redacted] as we never received any communication from her after we sent it to her as an explanation.   I have only included 5 photos for you review of us receiving the item. There are more so would have to send those out in a separate email if requested.   If you need additional information please let me know.   Sincerely,     Greg K[redacted] Director of Customer Relations and Sales   3600 State Rd 38 E Lafayette, IN 47905 | USA Ph.  +1 877 554 8336 www.jlhufford.com

Mr. [redacted], We have been trying to resolve this issue with [redacted] since you contacted us stating the frother on the machine was defective. We offered to troubleshoot the situation with you before returning which you did not want to participate in and [redacted] required us to send you a return label,...

which we did and the item was returned and received on 4/15/16. After a thorough inspection of the item it was evident that the frother was damaged and apparent that the piece had been attempted to be placed back on the machine with adhesive. We sent pictures to [redacted] with this information on numerous occasions. We receive these machines direct from the manufacturer brand new and unopened which makes receiving this machine in that condition impossible. Based on the machine being damaged and an attempted repair with adhesive we were denying the return as it was now in a state that it could not be resold due to possible contaminants in the machines system. We communicated this with [redacted] and asked for their guidance since they sold you the machine and we fulfilled the order for them. It is apparent that a resolution is not going to present itself working through the process as it has been outlined to us. Therefore, we are going to refund $3339.65 of the total of $3929.00 which equates to a 15% restocking fee of the item as outlined in [redacted] guidelines. Understandable, this is not a 100% refund as you are expecting but we did not expect to receive a damaged machine when it was returned as defective when in fact it was returned damaged. We do not know how it was damaged, when it was damaged, who damaged it, or who applied the adhesive to the piece damaged. The chain of custody is pretty straight forward from our end: We purchase the item brand new from the manufacturer, we receive it into our facility, and we ship product to our customers in same brand new condition received from the manufacturer. Our information is based solely on this chain of custody and the inspection of the item when we receive it back from our customers. We would appreciate if you would remove the Revdex.com complaint that was filed against our company as we are extremely service driven and take care of our customers such as now.   Sincerely,   Greg Director of Customer Relations and Sales   Please note: General Adjustment was chosen for the return reason as a true description was not an available option     Attached are photos from the inspection of the machine upon arrival at our facility so you have the same information that we are basing our decisions on.   If you need additional information please let me know.   Sincerely,     Greg K[redacted] Director of Customer Relations and Sales   3600 State Rd 38 E Lafayette, IN 47905 | USA Ph.  +1 877 554 8336