Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
Revdex.comRe: ID [redacted]To Whom It May Concern:Regarding ID [redacted]Our customer, [redacted] had expressed concern and frustration for the number ofattempts made to repair her machine along with several reschedules. Preferentialscheduling was requested along with adjustment of labor...
charges.While we work to minimize mistakes and situations that cause frustration for ourcustomers, we realized that sometimes these situations do occur, yet we sympathize withour customers when they have been inconvenienced.Prior to receiving this complaint, I had spoken with [redacted] directly and agreed to herrequests to satisfactorily resolve the issue for her.Sincerely,Chad B
Regarding Revdex.com Complain ID [redacted]Mr. [redacted] purchased this machine from us December 12th, 2016, and we appreciate his business, as we do all our customers. As Mr. [redacted] states, shortly after purchase he reported to us that that resistance would not change. We worked as quickly as possible...
with the manufacturer of the product to get the parts needed to correct the issue. On January 13th, 2017 our technician verified that the machine was again operating as expected, and the service work was completely covered under the manufacturer'swarranty. On, March 14th, 2017, Mr. [redacted] again contacted our service department and reported a noise coming from the left shroud area. Our technician was dispatched and found a loose bolt on the unit which was re-torqued. The machine was tested and verified to be working as expected. This service work was also completely covered under the manufacturer's warranty. On August 241h, 2017, Mr. [redacted] contact our service department once more to report a problem he seemed to be having with the resistance control on his machine. We made special time accommodations with him as to not inconvenience him any more than necessary with another visit to his home. We dispatched one of our top ranked technicians to review the reported problem. He identified components to replace to resolve the issue and those were ordered, however Mr. [redacted] followed up and advised that he didn't feel our technician was knowledgeable about the product and did not want him back out. While we completely disagree with this statement and even though it makes it more difficult to complete a job efficiently when switching technician mid-job, at the respect of Mr. [redacted], we chose to send a different, but also capable technician to install the parts. We had to order several parts to resolve the issue and these parts were installed on 9/28/2017. Unfortunately, one of the new components, the generator assembly, was not operating properly and was creating vibration. We have ordered a replacement and will be scheduling to install that ASAP. I can definitely appreciate Mr. [redacted]'s frustration with the situation, however, the manufacturer's warranty provides for coverage of labor and parts to make repairs during the warranty period. It does not allow for complete replacement or exchange of units. Such an action would have to be a special case considered by the manufacturer, and would require a significant amount of same-component failure history or would require an unrepairable defect. Ultimately, however, G&G Fitness Equipment strives to do whatever is reasonably possible to maintain the satisfaction of all our customers. I have personally spoken to Mr. [redacted] on the phone and have agreed to offer a labor warranty extension for his peace of mind, in light of the current situation. He was accepting of this and I'm confident that we can return his machine to service in like-new condition.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
Revdex.comRe: ID [redacted]To Whom It May Concern:Regarding ID [redacted]Our customer, [redacted] had expressed concern and frustration for the number ofattempts made to repair her machine along with several reschedules. Preferentialscheduling was requested along with adjustment of labor...
charges.While we work to minimize mistakes and situations that cause frustration for ourcustomers, we realized that sometimes these situations do occur, yet we sympathize withour customers when they have been inconvenienced.Prior to receiving this complaint, I had spoken with [redacted] directly and agreed to herrequests to satisfactorily resolve the issue for her.Sincerely,Chad B
Regarding Revdex.com Complain ID [redacted]Mr. [redacted] purchased this machine from us December 12th, 2016, and we appreciate his business, as we do all our customers. As Mr. [redacted] states, shortly after purchase he reported to us that that resistance would not change. We worked as quickly as possible...
with the manufacturer of the product to get the parts needed to correct the issue. On January 13th, 2017 our technician verified that the machine was again operating as expected, and the service work was completely covered under the manufacturer'swarranty. On, March 14th, 2017, Mr. [redacted] again contacted our service department and reported a noise coming from the left shroud area. Our technician was dispatched and found a loose bolt on the unit which was re-torqued. The machine was tested and verified to be working as expected. This service work was also completely covered under the manufacturer's warranty. On August 241h, 2017, Mr. [redacted] contact our service department once more to report a problem he seemed to be having with the resistance control on his machine. We made special time accommodations with him as to not inconvenience him any more than necessary with another visit to his home. We dispatched one of our top ranked technicians to review the reported problem. He identified components to replace to resolve the issue and those were ordered, however Mr. [redacted] followed up and advised that he didn't feel our technician was knowledgeable about the product and did not want him back out. While we completely disagree with this statement and even though it makes it more difficult to complete a job efficiently when switching technician mid-job, at the respect of Mr. [redacted], we chose to send a different, but also capable technician to install the parts. We had to order several parts to resolve the issue and these parts were installed on 9/28/2017. Unfortunately, one of the new components, the generator assembly, was not operating properly and was creating vibration. We have ordered a replacement and will be scheduling to install that ASAP. I can definitely appreciate Mr. [redacted]'s frustration with the situation, however, the manufacturer's warranty provides for coverage of labor and parts to make repairs during the warranty period. It does not allow for complete replacement or exchange of units. Such an action would have to be a special case considered by the manufacturer, and would require a significant amount of same-component failure history or would require an unrepairable defect. Ultimately, however, G&G Fitness Equipment strives to do whatever is reasonably possible to maintain the satisfaction of all our customers. I have personally spoken to Mr. [redacted] on the phone and have agreed to offer a labor warranty extension for his peace of mind, in light of the current situation. He was accepting of this and I'm confident that we can return his machine to service in like-new condition.