Update from [redacted], sales manager: "I contacted LG Customer Service again to follow up on the service call I reported previously. LG Customer Service has record of my call and dispatched it to [redacted] & Appliance on January 23. [redacted] is the authorized servicer for LG in the area. I then contacted [redacted] with [redacted], who has previously been in contact with Mrs. [redacted], to be certain he had the newest call for Mrs. [redacted] which he said he did. He said he also contacted Mrs. [redacted] and told me he has the part on order for her range and refrigerator. Finally, he mentioned that when the parts came in he would set the service call and check her microwave too."
Charlie Wilson's would like to apologize for the challenges our customer has had with these appliances and the lack of follow-up correspondence. I have spoken to the sales associate, sales manager, our installer and our warehouse manager. I have contacted our Whirlpool representative and am awaiting...
her response. As I understand it, the customer came to us to purchase the appliances including the trim kit. At time of sale, sales associate contacted our only installer who said he was unable to install the trim kit. This was due to the way the appliances had to be positioned on their back and then stood up. It was too much for him to handle. This response from our installer was passed along to the customer at which time customer stated they would take care of it themselves.Appliances were ordered, arrived and delivered to customer. Neither customer nor sales associate were aware appliances did not come with factory-installed icemaker, therefore, ice maker was purchased, delivered and installed. While warehouse manager was at home, customer and manager determined what would be needed to install trim kit. Conclusion was plastic legs for trim kit application were missing from trim kit packaging. Appliances were left in same position as they were found. Warehouse manager let sales associate know of findings who alerted sales manager who contacted manufacturer's representative.This is where challenge stands. I have sent correspondence to representative for update as to options. It appears we have been acting as an agent for our customer as opposed to the customer dealing directly with the manufacturer. I will provide an update once I receive a response from our representative.Thank you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[redacted] is not being truthful. [redacted] was told the refrigerator was NEW and had been removed from the box only 2 - 3 days prior. He did NOT say it was a 'floor model'. The item delivered had clearly been out of the box more than 2 - 3 days and did not work at all. While there were dents and scratches, the refrigerator DID NOT COOL after being plugged in for 48 hours. We were led to believe this was a new refrigerator that had been taken out of the box 2 - 3 days before but there was dust on the top and top of the door and a substance on the underside of the freezer door. The unit DID NOT COOL. When I told [redacted] the refrigerator did not work, he wanted to know what I wanted to do. He did not offer to reconcile my problem and he refused to allow me to speak to anyone else so I had no choice but to ask for my money back because the refrigerator DID NOT WORK.
Regards,
[redacted]
Update from [redacted], sales manager: "I contacted LG Customer Service again to follow up on the service call I reported previously. LG Customer Service has record of my call and dispatched it to [redacted] & Appliance on January 23. [redacted] is the authorized servicer for LG in the area. I then contacted [redacted] with [redacted], who has previously been in contact with Mrs. [redacted], to be certain he had the newest call for Mrs. [redacted] which he said he did. He said he also contacted Mrs. [redacted] and told me he has the part on order for her range and refrigerator. Finally, he mentioned that when the parts came in he would set the service call and check her microwave too."
Charlie Wilson's would like to apologize for the challenges our customer has had with these appliances and the lack of follow-up correspondence. I have spoken to the sales associate, sales manager, our installer and our warehouse manager. I have contacted our Whirlpool representative and am awaiting...
her response. As I understand it, the customer came to us to purchase the appliances including the trim kit. At time of sale, sales associate contacted our only installer who said he was unable to install the trim kit. This was due to the way the appliances had to be positioned on their back and then stood up. It was too much for him to handle. This response from our installer was passed along to the customer at which time customer stated they would take care of it themselves.Appliances were ordered, arrived and delivered to customer. Neither customer nor sales associate were aware appliances did not come with factory-installed icemaker, therefore, ice maker was purchased, delivered and installed. While warehouse manager was at home, customer and manager determined what would be needed to install trim kit. Conclusion was plastic legs for trim kit application were missing from trim kit packaging. Appliances were left in same position as they were found. Warehouse manager let sales associate know of findings who alerted sales manager who contacted manufacturer's representative.This is where challenge stands. I have sent correspondence to representative for update as to options. It appears we have been acting as an agent for our customer as opposed to the customer dealing directly with the manufacturer. I will provide an update once I receive a response from our representative.Thank you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[redacted] is not being truthful. [redacted] was told the refrigerator was NEW and had been removed from the box only 2 - 3 days prior. He did NOT say it was a 'floor model'. The item delivered had clearly been out of the box more than 2 - 3 days and did not work at all. While there were dents and scratches, the refrigerator DID NOT COOL after being plugged in for 48 hours. We were led to believe this was a new refrigerator that had been taken out of the box 2 - 3 days before but there was dust on the top and top of the door and a substance on the underside of the freezer door. The unit DID NOT COOL. When I told [redacted] the refrigerator did not work, he wanted to know what I wanted to do. He did not offer to reconcile my problem and he refused to allow me to speak to anyone else so I had no choice but to ask for my money back because the refrigerator DID NOT WORK.
Regards,
[redacted]