To whom it may concern:This is in response to the complaint filed by [redacted] regarding the Jenn Air range she purchased from us on 5/26/2017. This is the first I have heard in regards to this complaint, and have not had any previous conversation with Ms. [redacted] about this issue. She has...
taken the proper action by reaching out to Jenn Air directly to address her concerns, as they are the ones who manufactured the unit, and the ones who provide and honor the manufacturer warranty. If Ms. [redacted] feels the unit is unrepairable and wants a refund, she needs to pursue that request with the manufacturer.Sincerely, [redacted]
To whom it may concern:I have read Ms. [redacted]'s reply to my previous response. When the customer contacted us six months after her purchase we sent the installer to double check and verify there were no problems with installation. There were no problems found and unit was operating normally. It was explained that what she was experiencing as "a problem" is in fact normal for a down draft, as its purpose is to remove smoke and fumes and due to it being at the same level as the burners the flame will be somewhat affected. This poses no sfety issue.Three months later on February 7, 2018 the customer again contacted us and stated that she felt the unit was not functioning properly. We contacted Jenn Air directly on her behalf and requested they send a factory certified technician to inspect the unit for a second opinion. As per her response the technician did not find anything functionally wrong with the unit, but did offer her suggestion on how to rectify what she was unhappy with. Also, per her response a few days later she contacted Jenn Air directly and they offered additional suggestions on how to rectify the issue she was unhappy with.It is our finding that there is nothing wrong with this unit. It is functioning as it was designed to function. If the customer is unhappy with the way the unit is designed and built to work she should continue to work with Jenn Air directly, as they are who manufactures the unit and who supplies the product warranty. We are simply a retailer. I might also note that we do have a return policy, which is the customer can return within thirty days. The customer did not report any concern until well after this time period. Sincerely, [redacted]
I am rejecting this response because:When I realized the problem, I first contacted Al of Harlow's Kitchen Concepts. The technician, [redacted], sent by him, charged me $35, and told me that nothing was wrong with the unit. He was paid by check No.319 on Nov.28,2017, drawn on Bank Of America. Next I contacted Bob of Harlow's about the problem. John of John's Lake Appliance Service of Big Bear,Ca. ,Phone####-###-####, came and suggested that I insert steel plates between the burners and downdraft vent on both sides. He also suggested that I have to be very careful as the plates will get very hot, and to use downdraft only when frying food, and not all the time. I did not feel comfortable at all with that setup and course of action. He also did not leave an invoice,and when I called, he said that he was not supposed to. On March 5,2018 I now contacted [redacted]. of Jennair Customer Service. She suggested to use two filters in the vent, based on trouble-shooting guide, and that that's all she can do. I did and that did not solve the problem either. The performance of the appliance remains unsatisfactory, and I am determined to get my money back.
To whom it may concern:This is in response to the complaint filed by [redacted] regarding the Jenn Air range she purchased from us on 5/26/2017. This is the first I have heard in regards to this complaint, and have not had any previous conversation with Ms. [redacted] about this issue. She has...
taken the proper action by reaching out to Jenn Air directly to address her concerns, as they are the ones who manufactured the unit, and the ones who provide and honor the manufacturer warranty. If Ms. [redacted] feels the unit is unrepairable and wants a refund, she needs to pursue that request with the manufacturer.Sincerely, [redacted]
To whom it may concern:I have read Ms. [redacted]'s reply to my previous response. When the customer contacted us six months after her purchase we sent the installer to double check and verify there were no problems with installation. There were no problems found and unit was operating normally. It was explained that what she was experiencing as "a problem" is in fact normal for a down draft, as its purpose is to remove smoke and fumes and due to it being at the same level as the burners the flame will be somewhat affected. This poses no sfety issue.Three months later on February 7, 2018 the customer again contacted us and stated that she felt the unit was not functioning properly. We contacted Jenn Air directly on her behalf and requested they send a factory certified technician to inspect the unit for a second opinion. As per her response the technician did not find anything functionally wrong with the unit, but did offer her suggestion on how to rectify what she was unhappy with. Also, per her response a few days later she contacted Jenn Air directly and they offered additional suggestions on how to rectify the issue she was unhappy with.It is our finding that there is nothing wrong with this unit. It is functioning as it was designed to function. If the customer is unhappy with the way the unit is designed and built to work she should continue to work with Jenn Air directly, as they are who manufactures the unit and who supplies the product warranty. We are simply a retailer. I might also note that we do have a return policy, which is the customer can return within thirty days. The customer did not report any concern until well after this time period. Sincerely, [redacted]
I am rejecting this response because:When I realized the problem, I first contacted Al of Harlow's Kitchen Concepts. The technician, [redacted], sent by him, charged me $35, and told me that nothing was wrong with the unit. He was paid by check No.319 on Nov.28,2017, drawn on Bank Of America. Next I contacted Bob of Harlow's about the problem. John of John's Lake Appliance Service of Big Bear,Ca. ,Phone####-###-####, came and suggested that I insert steel plates between the burners and downdraft vent on both sides. He also suggested that I have to be very careful as the plates will get very hot, and to use downdraft only when frying food, and not all the time. I did not feel comfortable at all with that setup and course of action. He also did not leave an invoice,and when I called, he said that he was not supposed to. On March 5,2018 I now contacted [redacted]. of Jennair Customer Service. She suggested to use two filters in the vent, based on trouble-shooting guide, and that that's all she can do. I did and that did not solve the problem either. The performance of the appliance remains unsatisfactory, and I am determined to get my money back.