CHP Inc.

In regards to the above noted complaint, In February of Mr*** *** called our warrantydepartment regarding an issue he was having with his heater a *** **He spoke with our techsupport and a new burner was sent out at no charge under warrantyThe report number is *** andpart
was sent on Febmary 9,2010.We had had no other communication from Mr*** until Novemebr 2014, when he called in to saythat the issue was not resloved by the part sent out in We informed Mr*** at the time thatthe product was no longer under warranty, and that the heater had been discontinued, so the parts wereno loger readily availableWe have since that time, received a burner for Mr***’s heater, and haveattempted to contact him to let him no the part was availble for purchase.At this time we have had no response backAs the heater is no loger under warranty we are willing todo one of two things to get the product working for himWe can sell the burner to Mr*** at thecost of $31.08, or Mr*** can send the unit to us for repair.We at World Marketing of America Inc., strive for customer satisfaction, If Mr*** had called in atthe time the original burner was replaced and informed us that the issue had not been resolved than wewould have handeled it at that time, However to contactus four years after the fact has left us with noother options than the two noted above.Please feel free to contact me directly if I can be of any further assistance.Sincerely,*** ***Customer Support Manager

RefID#***I am writing in reference to the above noted complaintIn the information from the claimant, it pertains to *** in our Customer Service DepartmentI am ***'s supervisor.When speaking with our employee, she remembers speaking to this claimantFirst let me say that World
Marketing strives to provide quality products with superior service after-the-salePart of this, is our warranty policy that states for the consumer to contact us directly with any issuesAs noted on our warranty card, we hope to provide installation tips, usage advice and/or replacement parts should a consumer have an issue.In order to best help these callers, our Customer Service Team is instructed to ask questions such as the model number, date purchased, and reason for the callIn order to determine if a product was properly installed and/or operated, these questions are necessaryAfter the product is deemed “defective” a claim number is issued to return the product to the place of purchase.Our employee was asking this claimant these series of questions to best help determine the issueSince she is a relatively new employee, another member of our team was coaching her to insure she provided adequate informationShe remembers this claimant being very irritated and simply wanted to return the product, without having to go through our warranty processThe claimant thought it was “ridiculous" that he has to call us prior to “just taking it back to the store”.As stated by our employee, these heaters do require installation to a lbLP tank or largerTherefore she was providing accurate information to the claimant.After a lengthy phone conversation with the claimant being unwilling to answer the questions needed to get him taken care of, our employee told him that there was nothing more she could do without this information.I am sorry that this claimant did not feel that we provided him with the answers he wanted, but we do stand by our products and try our best to uphold the best service possible from our Customer Service teamPlease review and let me know if you have any questions or need me to provide any additional information.Sincerely,*** ***Sales Manager

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Regards,[redacted]

Dear Representative,In regards to the above noted complaint, On January 16, 2016 the consumer placed an order on ourwebsite and selected Express Service, which states that “item will be delivered with-in 2-3 shippingdays”.Unfortunately the consumer did not receive the item he ordered with in the 2-3...

day shipping windowfrom the date that he placed his order. Due to the fact that the order was placed late on a Saturday andthe order was not processed until Monday January 18, 2016 and shipped accordingly. His order wasreceived on Thursday January 21, 2016.After receiving the complaint from your office filed by the consumer and reviewing all informationregarding the shipment we have credited back the consumers payment for all shipping charges. We atWorld Marketing of America Inc. strive for customer satisfaction and hope that the consumer will bepleased with the refund of his shipping costsPlease feel free to contact me directly if I can be of any further assistance.SincerelySuzanne

Review: I would like to file a complaint against World marketing Inc. On 2 December 2014, I recently purchased a single brick propane heater to be used as supplemental heat. On 12 Dec, When I opened the box, I observed a notice advising the owner not to return the item to the store where it had been purchased. After several failed attempts to light the pilot and changing out propane tank and regulators. I decided to call world marketing inc. I soon found myself on the phone with someone named [redacted] who asked me a series of questions. I answered the questions, before I could finish answering, she would start asking another series of questions and making statements which I knew to be false. She seemed to find something I had not done or couldnt answer in order to deny replacement of the item. When I asked the name of the manager, I was told [redacted], [redacted] seem to take offense, I could hear someone in the background coaching her as [redacted] continued to make statements which were completely false about the size necessary of the tank in order for the heater to work, such as, the tank had to be a 100 lbs. When I made her aware, she was giving me some false information, she got aggravated and stated, she was not going to give me the necessary claim number to address my problem. I informed her that I would be addressing this issue with the Revdex.com, her comment was, do what you have to.Desired Settlement: An apology and put more knowledgeable personnel in place to handle consumers complaints.

Business

Response:

Ref. ID#[redacted]I am writing in reference to the above noted complaint. In the information from the claimant, it pertains to [redacted] in our Customer Service Department. I am [redacted]'s supervisor.When speaking with our employee, she remembers speaking to this claimant. First let me say that World Marketing strives to provide quality products with superior service after-the-sale. Part of this, is our warranty policy that states for the consumer to contact us directly with any issues. As noted on our warranty card, we hope to provide installation tips, usage advice and/or replacement parts should a consumer have an issue.In order to best help these callers, our Customer Service Team is instructed to ask questions such as the model number, date purchased, and reason for the call. In order to determine if a product was properly installed and/or operated, these questions are necessary. After the product is deemed “defective” a claim number is issued to return the product to the place of purchase.Our employee was asking this claimant these series of questions to best help determine the issue. Since she is a relatively new employee, another member of our team was coaching her to insure she provided adequate information. She remembers this claimant being very irritated and simply wanted to return the product, without having to go through our warranty process. The claimant thought it was “ridiculous" that he has to call us prior to “just taking it back to the store”.As stated by our employee, these heaters do require installation to a 100 lb. LP tank or larger. Therefore she was providing accurate information to the claimant.After a lengthy phone conversation with the claimant being unwilling to answer the questions needed to get him taken care of, our employee told him that there was nothing more she could do without this information.I am sorry that this claimant did not feel that we provided him with the answers he wanted, but we do stand by our products and try our best to uphold the best service possible from our Customer Service team. Please review and let me know if you have any questions or need me to provide any additional information.Sincerely,[redacted]Sales Manager

Consumer

Response:

Review: Poor product service, poor customer service from the company. We purchased a gas fireplace in 2009-2010 from our local hardware store. Right at first we stated having problems with the burner. The company would not send any replacement parts. Here we are again in 2014 and they again will not help us with replacement parts. Poor service from this product would not recommend anyone to purchase anything made from World Marketing company or Cozy WorldDesired Settlement: New burner for stove !!!!

Business

Response:

In regards to the above noted complaint, In February of 2010 Mr. [redacted] called our warrantydepartment regarding an issue he was having with his heater a [redacted]. He spoke with our techsupport and a new burner was sent out at no charge under warranty. The report number is [redacted] andpart was sent on Febmary 9,2010.We had had no other communication from Mr. [redacted] until Novemebr 2014, when he called in to saythat the issue was not resloved by the part sent out in 2010. We informed Mr. [redacted] at the time thatthe product was no longer under warranty, and that the heater had been discontinued, so the parts wereno loger readily available. We have since that time, received a burner for Mr. [redacted]’s heater, and haveattempted to contact him to let him no the part was availble for purchase.At this time we have had no response back. As the heater is no loger under warranty we are willing todo one of two things to get the product working for him. We can sell the burner to Mr. [redacted] at thecost of $31.08, or Mr. [redacted] can send the unit to us for repair.We at World Marketing of America Inc., strive for customer satisfaction, If Mr. [redacted] had called in atthe time the original burner was replaced and informed us that the issue had not been resolved than wewould have handeled it at that time, However to contactus four years after the fact has left us with noother options than the two noted above.Please feel free to contact me directly if I can be of any further assistance.Sincerely,[redacted]Customer Support Manager