Hello [redacted]EdgeStar does in fact stand behind our products. Your product, a [redacted], comes with a 1 year replacement parts, and 90 days repair labor warranty. Your unit was over 1 year outside of the warranty on the labor when you initially e-mailed in. At that time, our agent informed you that...
the best option on was to have the unit diagnosed. Here is a quote from the e-mail: "[redacted]The most likely problem that would cause the behavior you described is a failed circuit board, however we do recommend diagnosis by a qualified appliance technician before buying replacement parts, as they are non-refundable. We do have the replacement circuit boards in stock and they are $99. If you'd like to place the order, we can be reached at [redacted], M-F from 8:00 AM to 4:30 PM."At the time of purchase, you were given several different extended warranty options and declined to purchase one. Just like a car, or electronics, or any other appliance, there are moving parts that do sometimes fail. That is why warranties and extended warranties exist. However, yours has expired thus ending any obligation EdgeStar has to repair the unit at no cost. We would love to offer you a 5% discount on a replacement item or any additional parts that may be needed to repair the item.
I am really not sure why this story bounces around so much. It sounds like there were some issues with the original delivery of the unit. However, the time frame the customer gives does not match up with some of the names and the time in which the began working here. We have not denied any claims....
We simply ask the customer to perform maintenance, and in this case, the customer would not listen or work with us to understand that. There is only so much we can explain to a customer when they are raising their voice and interrupting.We tried our best on two separate phone calls and could not get the customer to calm down and work with our agent. All they did was demand that a technician come out and perform the maintenance that they need to perform. Unfortunately, like all products, this is not covered under the warranty and the customer would be responsible for this maintenance. This unit is operating within the specified temperature range. As our agent tried to work with the customer, the customer was interrupting and abusive. The agent (who sits right next to me) asked the customer multiple times to let him speak or he would have to end the call and move on. Since the customer would not allow for the agent to explain how the unit worked, we were unable to help the customer. Outside of this complaint, we have received multiple harassing phone calls, Facebook messages, etc. We would like ask the customer to stop harassing us. First, I would recommend, if the unit is just a few degrees above set temperature, to test the liquid temperature. The read out on the display is based off of air temperature which fluctuates up and down and is inaccurate if the door is being opened to read it. Second, if the liquid temperature is a couple of degrees warmer than the desired temperature, I would recommend unplugging the unit and defrosting for 48 hours. These units get built in, left in direct sunlight, etc. that all lead to frosting up issues. Even with the built in defrost system, we recommend a manual defrost every 3-6 months depending on the conditions the unit is kept in. I would say, based off of the customer concern, this is likely the cause of their issues. We will not pay a technician to come out and unplug the unit for the customer. Just like a car, there is some maintenance involved that the customer would be responsible for. I am more than willing to send a technician out to help the customer. However, if the unit is not failing, the customer will be billed $200 by the repair company for the visit. Maintenance would not be covered under the warranty, and if the customer would be willing to sign off on that, I will set a technician up to go out to the unit location and inspect the unit. Also, Coldstar is not a company. At least not ours.
Complaint: [redacted]
I am rejecting this response because: This company clearly sold an inferior product, then tried to blame it on me(the customer), lied about what actually transpired, then as a resolution, said I could try to sell a broken AC unit on Craigslist? Or throw it away? I want it documented how this company does not.stand behind its product and had NO customer service department to talk to. I am not happy that I bought this product from this company and would not recommend to.anyone I know!!
Regards,
[redacted]
Hello, At this time our call volume has tripled due to the heatwaves around the nation. We are unfortunately understaffed at the moment. Please allow us the next 24-48 hours to reach out to the customer. We are able to locate the order with the information provided below. Again we apologize for the issue. Regards, [redacted] LIVINGDIRECT | Sales Manager Direct: [redacted]1 |Fax: [redacted]| [redacted] | [redacted] | [redacted] | [redacted] | And More…
Hello, Thank you for contacting us at [redacted]. We apologize that you have not been able to reach us last week. Our organization experienced high call volumes due to the high temperatures in the north east. Please allow us to reach out to you as early as...
tomorrow the 28th. We will do our best to resolve your issue. Again we apologize for the issue created and appreciate your patience. [redacted] --
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Thank you for your reply. If you do not have any further information, I cannot look it up. Please have Revdex.com pursue this. They will close this since you cannot provide enough information for us to help you out.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. The company needs to forward a label as soon as possible and expedite the shipping of the new one once the old one is received
Regards,
[redacted]
I am rejecting this response because:
Regards,
[redacted] I feel the second machine that [redacted] warranty gave me was defected. It worked for two months. I think I should have a year warranty from [redacted]. I had two service calls on this with no avail,It has been months. My bathroom smells like mold or mildew from this machine having I guess a little water in it Please help! Iam leaving for vacation in a few minutes will be back Thursday Please do not forget me Thank you
This unit is still covered under the manufacturers warranty. We do not require the customer to pay for return shipping on this unit. We sell hundreds of these units per week and this is not a common problem. We will gladly take care of the issue with the unit. The customer complaint is full of...
inaccurate statements such as "We fired the company that performs service on our units". We have not fired that company and still work very closely with them. However, they no longer use SEARS for their repairs, so our in field repair options are more limited. Also, that company is who dispatches repair technicians, we do not do this in house. We sent the replacement parts directly to the customer and they seemed to arrive just fine, so the address we have would appear to be correct. We were never informed of any issues outside of this. Also, this would be the second fan that failed on this unit. That being said, we would like to take a look at the unit in our facility. The customer is correct about having only 4 months left on the warranty, but we take great strides to verify that we repair the unit fully while it is in our facility. Our retail partners can also sell the customer a third part extended warranty for another month or so if the customer is truly worried about the longevity of the unit.
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] my machine smells because it does not work. it worked for two months and I waited several for some action a new maintainence company took over came two times came to my house and did not fix it and I am still waiting to wash my clothes. I am sure the second machine was not new it was reconditioned, I was several months without a machine until better business helped me get another machine months later I am still running to get my clothes washed. Does anyone realize how much money it is to wash a nd dry clothes at a laundramat?I am on a fixed income and disabled I really need someone to help me solve this problem I am definitely taken advantage of. thank you
Hello [redacted]EdgeStar does in fact stand behind our products. Your product, a [redacted], comes with a 1 year replacement parts, and 90 days repair labor warranty. Your unit was over 1 year outside of the warranty on the labor when you initially e-mailed in. At that time, our agent informed you that...
the best option on was to have the unit diagnosed. Here is a quote from the e-mail: "[redacted]The most likely problem that would cause the behavior you described is a failed circuit board, however we do recommend diagnosis by a qualified appliance technician before buying replacement parts, as they are non-refundable. We do have the replacement circuit boards in stock and they are $99. If you'd like to place the order, we can be reached at [redacted], M-F from 8:00 AM to 4:30 PM."At the time of purchase, you were given several different extended warranty options and declined to purchase one. Just like a car, or electronics, or any other appliance, there are moving parts that do sometimes fail. That is why warranties and extended warranties exist. However, yours has expired thus ending any obligation EdgeStar has to repair the unit at no cost. We would love to offer you a 5% discount on a replacement item or any additional parts that may be needed to repair the item.
I am really not sure why this story bounces around so much. It sounds like there were some issues with the original delivery of the unit. However, the time frame the customer gives does not match up with some of the names and the time in which the began working here. We have not denied any claims....
We simply ask the customer to perform maintenance, and in this case, the customer would not listen or work with us to understand that. There is only so much we can explain to a customer when they are raising their voice and interrupting.We tried our best on two separate phone calls and could not get the customer to calm down and work with our agent. All they did was demand that a technician come out and perform the maintenance that they need to perform. Unfortunately, like all products, this is not covered under the warranty and the customer would be responsible for this maintenance. This unit is operating within the specified temperature range. As our agent tried to work with the customer, the customer was interrupting and abusive. The agent (who sits right next to me) asked the customer multiple times to let him speak or he would have to end the call and move on. Since the customer would not allow for the agent to explain how the unit worked, we were unable to help the customer. Outside of this complaint, we have received multiple harassing phone calls, Facebook messages, etc. We would like ask the customer to stop harassing us. First, I would recommend, if the unit is just a few degrees above set temperature, to test the liquid temperature. The read out on the display is based off of air temperature which fluctuates up and down and is inaccurate if the door is being opened to read it. Second, if the liquid temperature is a couple of degrees warmer than the desired temperature, I would recommend unplugging the unit and defrosting for 48 hours. These units get built in, left in direct sunlight, etc. that all lead to frosting up issues. Even with the built in defrost system, we recommend a manual defrost every 3-6 months depending on the conditions the unit is kept in. I would say, based off of the customer concern, this is likely the cause of their issues. We will not pay a technician to come out and unplug the unit for the customer. Just like a car, there is some maintenance involved that the customer would be responsible for. I am more than willing to send a technician out to help the customer. However, if the unit is not failing, the customer will be billed $200 by the repair company for the visit. Maintenance would not be covered under the warranty, and if the customer would be willing to sign off on that, I will set a technician up to go out to the unit location and inspect the unit. Also, Coldstar is not a company. At least not ours.
Complaint: [redacted]
I am rejecting this response because: This company clearly sold an inferior product, then tried to blame it on me(the customer), lied about what actually transpired, then as a resolution, said I could try to sell a broken AC unit on Craigslist? Or throw it away? I want it documented how this company does not.stand behind its product and had NO customer service department to talk to. I am not happy that I bought this product from this company and would not recommend to.anyone I know!!
Regards,
[redacted]
Hello, At this time our call volume has tripled due to the heatwaves around the nation. We are unfortunately understaffed at the moment. Please allow us the next 24-48 hours to reach out to the customer. We are able to locate the order with the information provided below. Again we apologize for the issue. Regards, [redacted] LIVINGDIRECT | Sales Manager Direct: [redacted]1 |Fax: [redacted]| [redacted] | [redacted] | [redacted] | [redacted] | And More…
Hello, Thank you for contacting us at [redacted]. We apologize that you have not been able to reach us last week. Our organization experienced high call volumes due to the high temperatures in the north east. Please allow us to reach out to you as early as...
tomorrow the 28th. We will do our best to resolve your issue. Again we apologize for the issue created and appreciate your patience. [redacted] --
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Thank you for your reply. If you do not have any further information, I cannot look it up. Please have Revdex.com pursue this. They will close this since you cannot provide enough information for us to help you out.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. The company needs to forward a label as soon as possible and expedite the shipping of the new one once the old one is received
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] I feel the second machine that [redacted] warranty gave me was defected. It worked for two months. I think I should have a year warranty from [redacted]. I had two service calls on this with no avail,It has been months. My bathroom smells like mold or mildew from this machine having I guess a little water in it Please help! Iam leaving for vacation in a few minutes will be back Thursday Please do not forget me Thank you
This unit is still covered under the manufacturers warranty. We do not require the customer to pay for return shipping on this unit. We sell hundreds of these units per week and this is not a common problem. We will gladly take care of the issue with the unit. The customer complaint is full of...
inaccurate statements such as "We fired the company that performs service on our units". We have not fired that company and still work very closely with them. However, they no longer use SEARS for their repairs, so our in field repair options are more limited. Also, that company is who dispatches repair technicians, we do not do this in house. We sent the replacement parts directly to the customer and they seemed to arrive just fine, so the address we have would appear to be correct. We were never informed of any issues outside of this. Also, this would be the second fan that failed on this unit. That being said, we would like to take a look at the unit in our facility. The customer is correct about having only 4 months left on the warranty, but we take great strides to verify that we repair the unit fully while it is in our facility. Our retail partners can also sell the customer a third part extended warranty for another month or so if the customer is truly worried about the longevity of the unit.
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] my machine smells because it does not work. it worked for two months and I waited several for some action a new maintainence company took over came two times came to my house and did not fix it and I am still waiting to wash my clothes. I am sure the second machine was not new it was reconditioned, I was several months without a machine until better business helped me get another machine months later I am still running to get my clothes washed. Does anyone realize how much money it is to wash a nd dry clothes at a laundramat?I am on a fixed income and disabled I really need someone to help me solve this problem I am definitely taken advantage of. thank you
The unit is operating as designed. We have offered what is available to the customer. We have no further action we can take.