Commercial Maintenance

The consumer contacted us August 17, because the grill was stuck in the manual mode We attempted to walk the consumer through the steps to reset the grill Since the consumer was unable to reset it, we sent a prepaid [redacted] shipping label to the consumer to send it to one of our authorized service centers to be repaired at our cost (including the shipping) The consumer never contacted us to indicate there was any further problem with that machine or another purchase.Sometimes when a user opens the machine prior to the completion of the preheating, the grill will go into the manual mode function Normally, when a consumer contacts us and we walk them through the reset steps, the machine resets and they have no further problem.The Opti Grill is covered by a one year warranty against defects in material and/or workmanship If the consumer contacts us when they are with the machine, we can attempt to walk her through the reset steps If she is unable to reset the machine while we walk her through the steps, we will provide a prepaid shipping label for the machine to go to a service center for them to perform the reset.Tell us why here

In reference to the air purifier, the consumer advised us "This item came broken if it is broken" He had initialy said it was missing, but the pictures he provided show that it is broken off We referred him to the retailer since he claims it was sold to him broken The consumer claims he never noticed it was broken and never reached out to the retailer or us for months after he purchased it The first contact we received was through the Revdex.com Based on the pictures provided, the vent has been damaged (plastic broken) We advised the consumer that the warranty does not cover damage while being shipped to him or at the retailer level The warranty is against defects The warranty specifically states: "This guarantee applies only for products purchased and used for domestic purposes and will not cover any damage which occurs as a result of misuse, negligence, failure to follow ROWENTA instructions, or a modification or unauthorized repair of the product, faulty packaging by the owner or mishandling by any carrier" In reference to the iron, the consumer has already received authorization and a label to send the iron to a service center for warranty evaluation and repair if determined there is a defect