We were dispatched by the manufacture to repair this machine We called the customer days before we were due to arrive at his home to explain to him that before we made the trip we needed more details about the troubles he was having so we could arrive at his home properly prepared with
parts The customer was not happy that we wanted to pre-order the part before we made the mile round trip to his home.A few days later we had the ice maker kit and called him to schedule the repair, but he cancelled the call.So in a nutshell this is not even our customer, we have never been on site to his home, or rendered any services to him of any kind so any claims against this organization are not valid.If this customer is upset with his brand new machine, he should address his issues to the manufacture, as all we did was simply attempt to satisfy his complaint by pre-ordering the part he reported was malfunctioning hence completing the repair on the first tripThis makes sense to me, as well as the industry Its just how we do it We do not feel we owe this customer anything, as if anything all the customer did is waste our time and money as we now have to pay freight to return a part we were not afforded the opportunity to install
Out of good faith we feel a fair compromise would be to split the difference between what the customer wants, and what we believe This would be $ After all the tech alerted the customer to the risk as well as took every precaution to prevent this from happening
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.I believe that to be a fair compromise.
Regards,
[redacted]
We warned the customer of possible floor damages before the repair. That's why we had him sign the waiver. We cant be responsible for this. The customer understood the risk, we saw it coming and alerted him. He signed off on it. He could have instead had a delivery crew come...
and lift and pull it out (not our responsibility hence putting it into a servicable position).
Hello Revdex.com, This appliance is covered by the manufactures warranty. We do not have the power to replace or refund. This customer should point their concerns toward the manufacture of the machine. If the customer reaches out to the manufacture they could possible satisfy...
whatever complaints the customer has including dispatching another service company, or exchange. Thank you.
Revdex.com, We agree. The tech should have called this customer earlier on in the day as to alert her he would not make the haul to the customers house. Perhaps he was hopeful he could still make the call, perhaps he did not have cell phone service at his previous calls location, perhaps he simply forgot. He will be reprimanded. Nevertheless we apologize for this customers inconveniences the tech has caused. We realize this is not good customer service. We find it difficult to run small business in West Virginia and routinely run employment advertisements routinely seeking potential employees. We should not have agreed to go out of area and run this call, no good deed goes unpunished. We do not feel we should be responsible and cannot be responsible for the customers "lost wages", or any other financial penalty this customer seems fit to suggest. Nevertheless out of good faith we would like to suggest $25 payment as meeting in the middle. Additionally we would like the Revdex.com to make its suggestions as well.
We were dispatched by the manufacture to repair this machine We called the customer days before we were due to arrive at his home to explain to him that before we made the trip we needed more details about the troubles he was having so we could arrive at his home properly prepared with
parts The customer was not happy that we wanted to pre-order the part before we made the mile round trip to his home.A few days later we had the ice maker kit and called him to schedule the repair, but he cancelled the call.So in a nutshell this is not even our customer, we have never been on site to his home, or rendered any services to him of any kind so any claims against this organization are not valid.If this customer is upset with his brand new machine, he should address his issues to the manufacture, as all we did was simply attempt to satisfy his complaint by pre-ordering the part he reported was malfunctioning hence completing the repair on the first tripThis makes sense to me, as well as the industry Its just how we do it We do not feel we owe this customer anything, as if anything all the customer did is waste our time and money as we now have to pay freight to return a part we were not afforded the opportunity to install
Out of good faith we feel a fair compromise would be to split the difference between what the customer wants, and what we believe This would be $ After all the tech alerted the customer to the risk as well as took every precaution to prevent this from happening
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.I believe that to be a fair compromise.
Regards,
[redacted]
We warned the customer of possible floor damages before the repair. That's why we had him sign the waiver. We cant be responsible for this. The customer understood the risk, we saw it coming and alerted him. He signed off on it. He could have instead had a delivery crew come...
and lift and pull it out (not our responsibility hence putting it into a servicable position).
Hello Revdex.com, This appliance is covered by the manufactures warranty. We do not have the power to replace or refund. This customer should point their concerns toward the manufacture of the machine. If the customer reaches out to the manufacture they could possible satisfy...
whatever complaints the customer has including dispatching another service company, or exchange. Thank you.
Revdex.com, We agree. The tech should have called this customer earlier on in the day as to alert her he would not make the haul to the customers house. Perhaps he was hopeful he could still make the call, perhaps he did not have cell phone service at his previous calls location, perhaps he simply forgot. He will be reprimanded. Nevertheless we apologize for this customers inconveniences the tech has caused. We realize this is not good customer service. We find it difficult to run small business in West Virginia and routinely run employment advertisements routinely seeking potential employees. We should not have agreed to go out of area and run this call, no good deed goes unpunished. We do not feel we should be responsible and cannot be responsible for the customers "lost wages", or any other financial penalty this customer seems fit to suggest. Nevertheless out of good faith we would like to suggest $25 payment as meeting in the middle. Additionally we would like the Revdex.com to make its suggestions as well.