We have been working with this customer since they notified us of the issues they started having in February 2016. We sent out two sets of heating elements between 2/26 and 3/3. We filed a 3rd replacement request which the manufacturer denied. We failed to escalate this and push to...
get the new unit sent out. We let the customer down by not following up and getting the new unit shipped out. The third request for replacement was attempted on 3/8. I will be following up with the manufacturer to have a new unit shipped out per our warranty policy as quickly as possible. We sincerely apologize to the customer for the frustration and the lack of escalation by our agent.
We have been working with this customer since they notified us of the issues they started having in February 2016. We sent out two sets of heating elements between 2/26 and 3/3. We filed a 3rd replacement request which the manufacturer denied. We failed to escalate this and push to...
get the new unit sent out. We let the customer down by not following up and getting the new unit shipped out. The third request for replacement was attempted on 3/8. I will be following up with the manufacturer to have a new unit shipped out per our warranty policy as quickly as possible. We sincerely apologize to the customer for the frustration and the lack of escalation by our agent.