EZ Plumbing & Heating Inc

I believe customer satisfaction should be the top priority of any businessBut to what degree a business eats up the loss is a valid question to ask as a business ownerI don’t believe a customer can ask for a refund anytime he wants, just because he bought a pricey item, especially when the
refund period is overPressure rice cookers have a limit in controlling moisture inside the pot while in “keep warm” modeThe moisture inside the pot naturally turns into water, and it is scientifically rightIt wouldn’t make much sense if one makes a complaint about much moisture when he walks into a sauna roomThe manufacturer has the world best technology to keep the water at minimal level in “keep warm” mode so that cooked rice stays tasty for a limited time, preferably within hours after cook is doneI acknowledge there are some cases customers complain about much water on the oven cover that could make cooked rice taste not as good as it shouldWe have trained professional repair staff to deal with such kind of problemThe procedure is, firstly we adjust heat setting so that more moisture making contact with stainless steel oven cover dries up so that less water remains on the coverThis is what we did for him when he first visited our repair center and he saw and agreed the condition improved himselfSecondly we change the whole top cover and thirdly we change the PCB that operates a pressure rice cookerSo far we had no complaints from anyone after fixing the water related issue using these methods except *** ***We did all of these three for him, but *** *** was not happy about the result because he still sees a bit of water on the stainless oven coverHe insists that there should be no water on the oven cover which is scientifically impossibleWe even consulted the manufacturer and they replied us it’s and acceptableThus we notified *** *** of the answer we got from the manufacturer, and asked him kindly to wipe any remaining water around the stainless cover and a cover packingHe refused to take it as an answer to what he sees as a problemWe don’t understand why it’s not acceptable for him while to everyone else it isAnyway *** *** ended up getting a replacement rice cooker from us after escalating the matter to a headquarter levelShortly after, unsurprisingly he came up with another complaintThis time we couldn’t have reasonable conversation with *** *** because he told us he couldn’t trust our workmanship, and he wanted to send it to another repair center in LA for a fair inspection*** *** stated the rice cooker doesn’t keep rice warm, but after a long period of testing LA repair staff concluded there is nothing wrong with the cookerWe explained the test result to *** *** and he just hung up on us and he sought another way of resolving his matterAfter dealing with probably the toughest customer anyone can imagine, we just feel like we have to question about his shopping history with anyone elseA salesperson informed us of his attempt to get an extra gift from the store in compensation for what he claims to be a faulty rice cookerIn conclusion we still want to honor customer’s claim even though we don’t believe there is nothing wrong with his rice cooker*** *** may go to the store and get a refund on one condition that he doesn’t buy our cooker anymore as it seems fair for us to believe he may not be satisfied with the product again regardless of super qualitySincerely,

I do not accept the refund without an apology for publicly slandering my name. I am the victimized customer who purchased a faulty product from a company whose name I trusted, yet why am I being humiliated for my actions? If you cannot satisfy my request with a full refund and an apology, I will have to take matters further to investigation at court.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Although the company has offered me a full refund for my purchase, I do not accept their offer because they seek to end our dispute on the condition that I admit the fault is entirely my own. The first half of the response is irrelevant to my complaint; it discusses a past issue that has already been resolved. I appreciate the company’s efforts in resolving the moisture level and other issues. However, is it unreasonable to request a rice cooker that keeps your rice warm as it rests? I admit that my standards were high, but if a customer complains about having to eat cold, hardened rice, then I expect a certain level of concern. Instead, I felt like I was being treated like a liar and an invaluable customer. Just because I am the only one making these complaints does not automatically mean my complaints are unreasonable and false. Beyond the faults of the rice cooker, I was more upset by how the company handled the situation. The company demonstrates their lack of respect for customers in their slanderous response letter displayed. I am thankful for the efforts made thus far in helping me resolve my complaints. However, I will only accept the refund when the company apologizes for their own wrongdoings and is able to believe that I did not cause the situation to escalate to this level on my own.
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Initial Business Response /* (1000, 11, 2016/02/24) */
EZ Plumbing & Heating received the above-referenced customer complaint and appreciates the opportunity to respond.
On January 24th, 2016, EZ Plumbing & Heating received an emergency call from [redacted]. On January 25th, 2016, EZ Plumbing...

and Heating sent two plumbers to the following address [redacted] After a complete diagnostic EZ Plumbing & Heating gave Mr. [redacted] an invoice of $195; Mr. [redacted] was informed, that the charges are as fallow: $95 for a service call and a $100 for a complete diagnostic fee. Mr. [redacted] was also informed that it would cost him $2600 to replace the tank; Mr. [redacted] decided not to replace the tank[redacted]
EZ Plumbing & Heating provide their employees with a loaner phone, before they go on any given job, those phones are equipped with preset information, such as customer information, address and directions to job sites. Those phones are checked on a daily matter to insure reliability and accuracy.
EZ Plumbing & Heating sincerely regrets any inconvenience this issue may have caused. Please feel free to contact me at [redacted] if you have any additional questions or concerns in this matter.
Name: Dave S[redacted] Customer Service Manager
Initial Consumer Rebuttal /* (3000, 13, 2016/02/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response as it does not address either issue and gives false information:
1) A complete diagnostic was not done. Neither plumber did any sort of physical work on the tank, nor did they look at the error code that was being displayed, nor did they even bother to plug the tank in (I had to do that) [redacted].
2) There was no refusal to pay the bill and I was never "agitated" I simply asked why I was being charged $100 more than what I was quoted on the phone. When I called EZ Plumbing the day before, I was told that they would come to home to inspect the tank and that it would come to $95.00 + GST, and there was never a single mention of any sort of diagnostic fee. When EZ Plumbing called me to ensure I was home the morning of the appointment, I again asked what the complete charge was to have the tank looked at, and again I was told, $95+ GST and again there was no mention of an additional $100 for a "diagnostic fee"
3) [redacted].