Home Furniture - Goose Bay

Initial Business Response /* (1000, 5, 2017/03/10) */
Washer was purchased on Friday afternoon and customer called at 3pm Sat at the storeIt is stated in the manual that all calls regarding any issue with the washer to call a service #at ***They will provide a work order # and arrange
for a service callIt says not to contact the store as they will not be able to handle a mechanical failurethe employee gave the customer the 1-800# and explained the ** processOur furniture store hours are Tues-SatMy employee left a message on my desk and I was into work on Mon.I checked with ** to confirm they were aware and a work order was issuedI then called the repairman and he received the work order and would be at the home on TuesI called the customer to confirm the repair callI understand the frustration after purchasing a washer and it not workingWhen I called ** I let them know they only got wash done and item stopped working,I asked was it possible to replace unit and was told that the repairman has to diagnose the issue and ** would decide after being notifiedOn Wed at lunchtime we got a call from ** warranty that the unit is to be replacedA new washer was delivered within the hour and the faulty washer was removed from the home and returned to the storeThe store cannot replace a faulty appliance until we have received the documentation from the warranty deptA used appliance can not be sold as a new unitCustomer was taken care of on TuesdayWhen I called the customer on Mon - I told them to make sure they let the warranty people how upset they are.them know how uopset
Initial Consumer Rebuttal /* (3000, 7, 2017/03/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Work order was issued to repairman, furniture store replied that repairman tried to contact me all day Monday, however I was at work and only phone numbers from received calls on Monday were from my spouse work place to see if I was homeThe repairman contacted us on Thursday Morning and that was when I told him that ** issued a replacement unit be delivered to my addressWednesday was when ** issued the credit for a replacement unit and Thursday afternoon was when I received my replacement washer which is working wonderful right nowThank you
Final Consumer Response /* (2000, 20, 2017/03/28) */
Thank you for your response, I have resolved the issue and received a credit for the replacement washer from the businessThank you for your time