Initial Business Response /* (1000, 5, 2014/11/11) */
I am responding on behalf of Servantage Dixie Sales, national parts distributor and warranty claims processor for [redacted],maker of the power washer. Contact was made with Mr. [redacted] National Service Manager for [redacted]. We provided all the...
informnation concerning the the unit, concealed damage of the fuel tank. Mr. [redacted] has agreed to providea a tank to Mr. [redacted] for the unit. The tank will be shipped direct from [redacted]. The tank will ship from [redacted] Illinois location and should arrive with a few business days. If assistacne is needed with the installation of the tank Servantage Dixie Sales, warranty administrator hereby authorizes any local [redacted] serice provider to change out the tank. they would file a claim for labor as with any warranty which we will provide reimbursement on behalf of [redacted] If there are any further issues please contact me direct at [redacted]@dixiesales.com. On behalf of Servantage Dixie Sales and [redacted] I apologize for the inconvience this has caused. We will use the information learned from this to enhance CSR training for the future.
Initial Consumer Rebuttal /* (3000, 13, 2014/11/30) */
[redacted]Revdex.com NOTE: Duplicate complaint received is hereby merged.[redacted]
NATURE OF DISPUTE:Revdex.com CASE#: XXXXXXXX should not have been closed. I have not received the replacement part as promised by [redacted].
Revdex.com CASE#: XXXXXXXX should not have been closed. I have not received the replacement part as promised by [redacted]. I did reach out directly to Mr. [redacted] on the 14th of November and have not heard back.
DESIRED RESOLUTION::I would like the damaged tank replaced as requested in the original complaint. This was the promised resolution received from [redacted].
2014-11-30 -5 - More info received from the consumer (Expired 11-30-2014) I am updating this case below with the emails that I have sent to Mr [redacted]:
I have not received the replacement tank as promised in Revdex.com Case# XXXXXXXX and have opened a new case, #XXXXXXXX. Wouldn't it be nice if this could get settled? Please let me know the tracking number once the item is shipped. Again, the part needing to be replaced is the gas tank on the following item:
Model: [redacted]
P/N XXXXX
S/N [redacted]
Thank you for your help,
[redacted]
On Fri, Nov 14, 2014 at 3:14 PM, [redacted] wrote:
I do appreciate your quick response to my complaint and look forward to receiving the replacement tank. I do, however, continue to struggle to understand why numerous CSR's chose to ignore my requests for resolution. [redacted] in particular would not respond to my emails, answer her extension when I called, or return my voicemails. I would be extremely vocal in demanding the termination of this employee if it were not for the fact that her direct supervisor did not return my call as well. I was always polite when speaking with these individuals. This entire experience has me very concerned regarding any potential future need for warranty service.
These employees may not realize this, but my experience HAS resulted in a decrease in sales of your products. One individual customer should not be taken for granted as you never know what the social impact might be for future business. Furthermore, I am sure that my experience with these CSR's is not unique, in fact, I read numerous complaints from other customers who had a difficult time getting issues resolved.
I am hopeful that you, or someone else will deal with these issues in a serious manor as your products have a much better reputation than your support service. The long term survival of your company will hinge in these decisions.
[redacted]
Final Business Response /* (4000, 15, 2014/12/01) */
Unfortunately we did not receive the note from 11-14-14. We did receive a response this morning, December 1 that the tank had not yet arrived. A direct message has been sent to Mr. [redacted] National Service Manager for [redacted] products to find out the status of the tank and also a request for the tracking numbers (the tank comes direct from [redacted] Once we recive Mr. [redacted] response and the needed information we will provide the informaiton to Mr. [redacted].
Final Consumer Response /* (2000, 18, 2014/12/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After 4 months I have finally received a replacement tank. It is a shame that the original [redacted] service rep was not capable of resolving this issue and that it took a letter to the Revdex.com before anyone took the issue seriously. Anyone considering the purchase of a Simpson brand product should carefully consider all options.
Initial Business Response /* (1000, 5, 2014/11/11) */
I am responding on behalf of Servantage Dixie Sales, national parts distributor and warranty claims processor for [redacted],maker of the power washer. Contact was made with Mr. [redacted] National Service Manager for [redacted]. We provided all the...
informnation concerning the the unit, concealed damage of the fuel tank. Mr. [redacted] has agreed to providea a tank to Mr. [redacted] for the unit. The tank will be shipped direct from [redacted]. The tank will ship from [redacted] Illinois location and should arrive with a few business days. If assistacne is needed with the installation of the tank Servantage Dixie Sales, warranty administrator hereby authorizes any local [redacted] serice provider to change out the tank. they would file a claim for labor as with any warranty which we will provide reimbursement on behalf of [redacted] If there are any further issues please contact me direct at [redacted]@dixiesales.com. On behalf of Servantage Dixie Sales and [redacted] I apologize for the inconvience this has caused. We will use the information learned from this to enhance CSR training for the future.
Initial Consumer Rebuttal /* (3000, 13, 2014/11/30) */
[redacted]Revdex.com NOTE: Duplicate complaint received is hereby merged.[redacted]
NATURE OF DISPUTE:Revdex.com CASE#: XXXXXXXX should not have been closed. I have not received the replacement part as promised by [redacted].
Revdex.com CASE#: XXXXXXXX should not have been closed. I have not received the replacement part as promised by [redacted]. I did reach out directly to Mr. [redacted] on the 14th of November and have not heard back.
DESIRED RESOLUTION::I would like the damaged tank replaced as requested in the original complaint. This was the promised resolution received from [redacted].
2014-11-30 -5 - More info received from the consumer (Expired 11-30-2014) I am updating this case below with the emails that I have sent to Mr [redacted]:
I have not received the replacement tank as promised in Revdex.com Case# XXXXXXXX and have opened a new case, #XXXXXXXX. Wouldn't it be nice if this could get settled? Please let me know the tracking number once the item is shipped. Again, the part needing to be replaced is the gas tank on the following item:
Model: [redacted]
P/N XXXXX
S/N [redacted]
Thank you for your help,
[redacted]
On Fri, Nov 14, 2014 at 3:14 PM, [redacted] wrote:
I do appreciate your quick response to my complaint and look forward to receiving the replacement tank. I do, however, continue to struggle to understand why numerous CSR's chose to ignore my requests for resolution. [redacted] in particular would not respond to my emails, answer her extension when I called, or return my voicemails. I would be extremely vocal in demanding the termination of this employee if it were not for the fact that her direct supervisor did not return my call as well. I was always polite when speaking with these individuals. This entire experience has me very concerned regarding any potential future need for warranty service.
These employees may not realize this, but my experience HAS resulted in a decrease in sales of your products. One individual customer should not be taken for granted as you never know what the social impact might be for future business. Furthermore, I am sure that my experience with these CSR's is not unique, in fact, I read numerous complaints from other customers who had a difficult time getting issues resolved.
I am hopeful that you, or someone else will deal with these issues in a serious manor as your products have a much better reputation than your support service. The long term survival of your company will hinge in these decisions.
[redacted]
Final Business Response /* (4000, 15, 2014/12/01) */
Unfortunately we did not receive the note from 11-14-14. We did receive a response this morning, December 1 that the tank had not yet arrived. A direct message has been sent to Mr. [redacted] National Service Manager for [redacted] products to find out the status of the tank and also a request for the tracking numbers (the tank comes direct from [redacted] Once we recive Mr. [redacted] response and the needed information we will provide the informaiton to Mr. [redacted].
Final Consumer Response /* (2000, 18, 2014/12/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After 4 months I have finally received a replacement tank. It is a shame that the original [redacted] service rep was not capable of resolving this issue and that it took a letter to the Revdex.com before anyone took the issue seriously. Anyone considering the purchase of a Simpson brand product should carefully consider all options.