Dear Revdex.com,We are sorry to hear that the customer is having an issue with their refrigerator, this is not something that we ever want any of our customers to deal with, and have attempted to assist the customer on a few different occasions But the customer refused to go through the proper procedure set forth by the manufacturer to get this matter resolved quickly In addition, she and her daughter have advised our Customer Support Supervisor not to get involved unless they need our assistance, so we are unsure as to why they would file this complaint and bash us on social media We were able to obtain information from the manufacturer, indicating that the customer has an appointment for service scheduled for tomorrow-Tuesday 8/ [redacted] with the original service company that they refused to let service the unit the first time, [redacted] Park Service In order to maintain our dealer status for the brand, we are required to follow their protocols for service and replacement Once an item is accepted in good condition and installed as per our attached terms and conditions for "Defective Merchandise", only the manufacturer can authorize the units repair and subsequent replacement, but to do that the customer must allow service to diagnose the issue and attempt repair The customer's fridge was installed by the customer in the kitchen then subsequently moved into the living room where it is currently plugged in due to renovations still taking place in their home There are many conditions that could potentially cause the issues the customer is experiencing with the freezer in this refrigerator Some of them can occur as a result of installation or improper movement of the unit after initial installation or there could legitimately be some sort of malfunction, its up to the manufacturer's authorized technician to make that determination and recommendation We can advocate on the customers behalf with the manufacturer and our customer support staff does an outstanding job with this according to the majority of our customers We do not close out an issue until we know it is fully resolved to the best of our ability, but to do that the customer has to be willing to work with us and this customer is not.The customer is currently handling this issue directly with the manufacturer, we will continue to monitor the matter by following up with the manufacturer but that's all we can do at this time If the customer would like our assistance they are free to contact us and we'd be happy to assist, but would ask that they remove this complaint and all other negative social media postings, so that we are given the appropriate opportunity to assist them Sincerely,Liz T [redacted] Operations Manager
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: [Dear Revdex.com,I appreciate there response to this matter, however, I have only received a voice message saying they will take care of the part but would contact me this week to resolve the issue As far as me not contacting Plessers after calling the warranty company and they don't like to get involved with the warranty company that is wrong I did call Plessers customer service immediately and talked to the same person who gave me the number to the warranty company She had me look up what was covered by the ten year warranty on their website and confirmed that nothing was covered by the year warranty because my range does not have sealed burners My other question is are they still offering a year warranty on this particular range that doesn't have sealed burners and therefore there is no warranty? Why not advertise a free year warranty since it won't cost any more if there is no coverage I would also like to know if the igniters are covered for years or just this one time ] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
Dear Revdex.com,As it turns out we have fully resolved this issue to this customer’s satisfaction and request that the Revdex.com reach out to the customer for confirmation if necessary and ask that this complaint be listed as resolved or closed.Thank you,Liz T [redacted] | Operations ManagerPlesser’s Appliance [redacted] [redacted]
Dear Revdex.com,The customer never reviewed or inquired about our companies price match policy, she just assumed we would price match Once an order has been shipped in our system the order is closed and no further adjustments can be made Nowhere, on our website does it state that we price match However, we will as a one-time courtesy issue this customer the $refund she originally requested when the fridge she purchased model# [redacted] dropped in price from $to $on our website Credit for the $will be processed to customer's American Express card today, please allow 3-business days for the credit to appear on your statement.Sincerely,Liz T [redacted] Operations ManagerPlesser's Appliance
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Plesser's has agreed to send me a check for $ They handled the matter quickly and professionally and I would be happy to do business with them again Sincerely, [redacted] ***
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: This issue is most definitely NOT resolved because Plesser's cannot be allowed to continue get away with delivering broken appliances just so they can make it the customer's and manufacturer's problemPlesser's delivered to me a broken appliancePeriodIn fact, I have no way of knowing whether that appliance was even a brand new because there was no box on it when it was delivered to my houseAnd was it tested? I was told that the dishwasher we purchased from them was tested before it left the warehouse - which explained the water that was inside the dishwasher So why not test the washing machine? Something just doesn't smell rightI would feel different had the machine, at any time, actually worked properlyHowever, that has never been the caseSince the moment it was delivered it has been brokenHow can an appliance dealer be allowed to deliver broken appliances and then have zero responsibility to the customer? I can't think of any other business that has that luxuryIn my opinion this is potentially fraudulent activity and should not be allowed to continue.I ask that Plesser's take possession of the brand new appliance that the manufacturer will deliver and refund my moneyThen I will consider this issue resolved.Thank you.Sincerely, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted]
Dear Revdex.com, We have received this complaint and feel that the customer must be confused as to who they have been dealing with in relation to the repair of their refrigeratorTo date we only received one email from this customer on Our customer service department responded to the customer on via email Please refer to the first attachment included with this response In her email the customer indicates that the unit is having some functional issues and asks for our assistance In our response to the customer, we apologize she is having an issue with this custom item and advise the customer that she is still within the year warranty that the brand manufacturer requires that their customers contact them directly regarding functional issues with their products, so that they may trouble shoot and/or provide repair All brand manufacturers directly provide these services to their customers directlyThe manufacturers contract directly with authorized repair companies nationwide for the repair of their appliances We DO NOT provide appliance service or repair and any replacements have to be authorized by the brand manufacturer who will either provide a replacement unit to the local service company to facilitate with customer or contact us asking that we assist with an authorized replacement Our policies regarding defective merchandise is clearly listed on our websiteIn addition, the custom form the customer signed which is also attached to this complaint, provides a link to our website, so our customers can review all of our policies For your convenience I have included a copy of the policies listed on our website below:Dealing With Defective Merchandise All products offered by PLESSERS.COM include a full one year Manufacturer’s warrantyPlease review warranty information enclosed with the product for complete warranty details and contact informationThe product manufacturer is solely responsible for any and all defective merchandise claims & warranties all appliances for a minimum of year If you receive a product that is functionally defective upon first use, please contact the service number associated with the particular manufacturer Any and all requests for repairs or replacements must be addressed directly with the manufacturer If you have any trouble obtaining services, contact our Customer Service Department immediately at ###-###-#### or e-mail us at [redacted] Manufacturer’s warranty is invalid on any residential product installed for commercial useAll product warranties are valid within the continental United States only We never heard from this customer again after the initial email we responded to The customer was dealing with the manufacturer directly under the manufacturers 1st year warranty and must continue to work with them to resolve their issue and are confusing us the retailer with the manufacturer Typically, if a manufacturer is unable to resolve an issue after numerous attempts at trying to repair that same issue, the manufacturer will authorize the replacement of the unit with the customer as long as the unit is within the 1st year warranty The customer should have escalated this matter with them and request that they review the unit for replacement We suggest that though the unit is out of the 1st year warranty, that the customer contact the manufacturer if they have had numerous attempts at repair under the warranty that have failed, and that they request the manufacturer review the unit for replacement The customer did not purchase a full extended warranty for the unit at the time of sale, but received a "Free" year major component warranty that covers the units "sealed system only" If the issue with the unit is related to the sealed system, the customer can call Monthly Warranty at ###-###-#### and reference their contract number# [redacted] when callingThe Extended warranty company will initiate the repair with an authorized service company (manufacturer provides them with a list) and will reimburse the customer for the parts only, they will not cover any labor costs associated with the repair Unfortunately, we are unable to assist with this matter and request that this complaint be closed without negatively impacting our account.Sincerely, [redacted] Operations Manager
Dear Revdex.com,We are sorry to hear that the customer is having an issue with their refrigerator, this is not something that we ever want any of our customers to deal with, and have attempted to assist the customer on a few different occasions But the customer refused to go through the proper procedure set forth by the manufacturer to get this matter resolved quickly In addition, she and her daughter have advised our Customer Support Supervisor not to get involved unless they need our assistance, so we are unsure as to why they would file this complaint and bash us on social media We were able to obtain information from the manufacturer, indicating that the customer has an appointment for service scheduled for tomorrow-Tuesday 8/ [redacted] with the original service company that they refused to let service the unit the first time, [redacted] Park Service In order to maintain our dealer status for the brand, we are required to follow their protocols for service and replacement Once an item is accepted in good condition and installed as per our attached terms and conditions for "Defective Merchandise", only the manufacturer can authorize the units repair and subsequent replacement, but to do that the customer must allow service to diagnose the issue and attempt repair The customer's fridge was installed by the customer in the kitchen then subsequently moved into the living room where it is currently plugged in due to renovations still taking place in their home There are many conditions that could potentially cause the issues the customer is experiencing with the freezer in this refrigerator Some of them can occur as a result of installation or improper movement of the unit after initial installation or there could legitimately be some sort of malfunction, its up to the manufacturer's authorized technician to make that determination and recommendation We can advocate on the customers behalf with the manufacturer and our customer support staff does an outstanding job with this according to the majority of our customers We do not close out an issue until we know it is fully resolved to the best of our ability, but to do that the customer has to be willing to work with us and this customer is not.The customer is currently handling this issue directly with the manufacturer, we will continue to monitor the matter by following up with the manufacturer but that's all we can do at this time If the customer would like our assistance they are free to contact us and we'd be happy to assist, but would ask that they remove this complaint and all other negative social media postings, so that we are given the appropriate opportunity to assist them Sincerely,Liz T [redacted] Operations Manager
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: [Dear Revdex.com,I appreciate there response to this matter, however, I have only received a voice message saying they will take care of the part but would contact me this week to resolve the issue As far as me not contacting Plessers after calling the warranty company and they don't like to get involved with the warranty company that is wrong I did call Plessers customer service immediately and talked to the same person who gave me the number to the warranty company She had me look up what was covered by the ten year warranty on their website and confirmed that nothing was covered by the year warranty because my range does not have sealed burners My other question is are they still offering a year warranty on this particular range that doesn't have sealed burners and therefore there is no warranty? Why not advertise a free year warranty since it won't cost any more if there is no coverage I would also like to know if the igniters are covered for years or just this one time ] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
Dear Revdex.com,As it turns out we have fully resolved this issue to this customer’s satisfaction and request that the Revdex.com reach out to the customer for confirmation if necessary and ask that this complaint be listed as resolved or closed.Thank you,Liz T [redacted] | Operations ManagerPlesser’s Appliance [redacted] [redacted]
Dear Revdex.com,The customer never reviewed or inquired about our companies price match policy, she just assumed we would price match Once an order has been shipped in our system the order is closed and no further adjustments can be made Nowhere, on our website does it state that we price match However, we will as a one-time courtesy issue this customer the $refund she originally requested when the fridge she purchased model# [redacted] dropped in price from $to $on our website Credit for the $will be processed to customer's American Express card today, please allow 3-business days for the credit to appear on your statement.Sincerely,Liz T [redacted] Operations ManagerPlesser's Appliance
Please close this complaint as it is in the process of being resolved.Thank you for your help[redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Plesser's has agreed to send me a check for $ They handled the matter quickly and professionally and I would be happy to do business with them again Sincerely, [redacted] ***
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: This issue is most definitely NOT resolved because Plesser's cannot be allowed to continue get away with delivering broken appliances just so they can make it the customer's and manufacturer's problemPlesser's delivered to me a broken appliancePeriodIn fact, I have no way of knowing whether that appliance was even a brand new because there was no box on it when it was delivered to my houseAnd was it tested? I was told that the dishwasher we purchased from them was tested before it left the warehouse - which explained the water that was inside the dishwasher So why not test the washing machine? Something just doesn't smell rightI would feel different had the machine, at any time, actually worked properlyHowever, that has never been the caseSince the moment it was delivered it has been brokenHow can an appliance dealer be allowed to deliver broken appliances and then have zero responsibility to the customer? I can't think of any other business that has that luxuryIn my opinion this is potentially fraudulent activity and should not be allowed to continue.I ask that Plesser's take possession of the brand new appliance that the manufacturer will deliver and refund my moneyThen I will consider this issue resolved.Thank you.Sincerely, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted]
Dear Revdex.com, We have received this complaint and feel that the customer must be confused as to who they have been dealing with in relation to the repair of their refrigeratorTo date we only received one email from this customer on Our customer service department responded to the customer on via email Please refer to the first attachment included with this response In her email the customer indicates that the unit is having some functional issues and asks for our assistance In our response to the customer, we apologize she is having an issue with this custom item and advise the customer that she is still within the year warranty that the brand manufacturer requires that their customers contact them directly regarding functional issues with their products, so that they may trouble shoot and/or provide repair All brand manufacturers directly provide these services to their customers directlyThe manufacturers contract directly with authorized repair companies nationwide for the repair of their appliances We DO NOT provide appliance service or repair and any replacements have to be authorized by the brand manufacturer who will either provide a replacement unit to the local service company to facilitate with customer or contact us asking that we assist with an authorized replacement Our policies regarding defective merchandise is clearly listed on our websiteIn addition, the custom form the customer signed which is also attached to this complaint, provides a link to our website, so our customers can review all of our policies For your convenience I have included a copy of the policies listed on our website below:Dealing With Defective Merchandise All products offered by PLESSERS.COM include a full one year Manufacturer’s warrantyPlease review warranty information enclosed with the product for complete warranty details and contact informationThe product manufacturer is solely responsible for any and all defective merchandise claims & warranties all appliances for a minimum of year If you receive a product that is functionally defective upon first use, please contact the service number associated with the particular manufacturer Any and all requests for repairs or replacements must be addressed directly with the manufacturer If you have any trouble obtaining services, contact our Customer Service Department immediately at ###-###-#### or e-mail us at [redacted] Manufacturer’s warranty is invalid on any residential product installed for commercial useAll product warranties are valid within the continental United States only We never heard from this customer again after the initial email we responded to The customer was dealing with the manufacturer directly under the manufacturers 1st year warranty and must continue to work with them to resolve their issue and are confusing us the retailer with the manufacturer Typically, if a manufacturer is unable to resolve an issue after numerous attempts at trying to repair that same issue, the manufacturer will authorize the replacement of the unit with the customer as long as the unit is within the 1st year warranty The customer should have escalated this matter with them and request that they review the unit for replacement We suggest that though the unit is out of the 1st year warranty, that the customer contact the manufacturer if they have had numerous attempts at repair under the warranty that have failed, and that they request the manufacturer review the unit for replacement The customer did not purchase a full extended warranty for the unit at the time of sale, but received a "Free" year major component warranty that covers the units "sealed system only" If the issue with the unit is related to the sealed system, the customer can call Monthly Warranty at ###-###-#### and reference their contract number# [redacted] when callingThe Extended warranty company will initiate the repair with an authorized service company (manufacturer provides them with a list) and will reimburse the customer for the parts only, they will not cover any labor costs associated with the repair Unfortunately, we are unable to assist with this matter and request that this complaint be closed without negatively impacting our account.Sincerely, [redacted] Operations Manager