In response to Mr [redacted] complaint with the Revdex.comMr [redacted] called Guaranteed Door Service 3/20/with a problem with his bi-parting gate operator he mentioned that the gate did not operate properly I informed him of our service rates and he agreesWe scheduled the service for 3/24/When my technician arrived on site he did a thorough inspection and diagnosed the problem being a problem with a board in the secondary operator headMr [redacted] mentioned to my technician that this should be under warranty because the units were installed less than years ago.I informed Mr [redacted] that we did not have a record of a purchase or installation of the product from him, so he would have to go back to the company that installed the unit for warranty, but in the meantime I would look into finding an replacement boardAround the 2nd week of April Mr [redacted] called and ask if we had the part to replace in the operator, and when could he expect to have it fixed, I informed him that the part was not sold separately so he would have to have the secondary arm replaced, and I had asked if he was able to get in touch with the company that originally installed the operator, and his answer to me was that [redacted] informed him to call us for warrantyWithout a record of installation,receipt of purchase or any information validating what he was saying I couldn't warranty the item, so I ask Mr [redacted] to email or fax the information to methe following week Mr [redacted] faxed me a photo copy of the front of his users manual with a hand written date of installationSince trying to get the correct information we needed from Mr [redacted] I let him know another option would be for us to return the defective unit to the manufacture and have them determine if its a warranty item, and if so they will replace it at no charge and he would only have to cover labor to install, or if it's not covered he would have to pay for a new unitI gave Mr [redacted] a price for a new secondary arm in the event that the other would not be covered under warranty.Mr [redacted] was not willing to have us remove the operator and send it to [redacted] , so our Corporate Manger got involved and contacted [redacted] directly and they decided to honor the warranty replacement.Mr [redacted] has received a a refund for the money paid to Guaranteed Door, and a new secondary operator assembly by [redacted] .What I wanted Mr [redacted] to understand, as a [redacted] Dealer there is a process that [redacted] has us follow when we are dealing with warranty issues, and when we are not the company that the product or service was purchased through it means either going back to the original company that the product or service was purchased through or have your proof of purchase available Sincerely, [redacted] Commercial Sales
[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 ***, 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,
*** ***
In response to Mr. [redacted] complaint with the Revdex.comMr. [redacted] called Guaranteed Door Service 3/20/2017 with a problem with his bi-parting gate operator he mentioned that the gate did not operate properly . I informed him of our service rates and he agrees. We scheduled the service for...
3/24/17. When my technician arrived on site he did a thorough inspection and diagnosed the problem being a problem with a board in the secondary operator head. Mr. [redacted] mentioned to my technician that this should be under warranty because the units were installed less than 2 years ago.I informed Mr. [redacted] that we did not have a record of a purchase or installation of the product from him, so he would have to go back to the company that installed the unit for warranty, but in the meantime I would look into finding an replacement board. Around the 2nd week of April Mr. [redacted] called and ask if we had the part to replace in the operator, and when could he expect to have it fixed, I informed him that the part was not sold separately so he would have to have the secondary arm replaced, and I had asked if he was able to get in touch with the company that originally installed the operator, and his answer to me was that [redacted] informed him to call us for warranty. Without a record of installation,receipt of purchase or any information validating what he was saying I couldn't warranty the item, so I ask Mr. [redacted] to email or fax the information to me. the following week Mr [redacted] faxed me a photo copy of the front of his users manual with a hand written date of installation. Since trying to get the correct information we needed from Mr. [redacted] I let him know another option would be for us to return the defective unit to the manufacture and have them determine if its a warranty item, and if so they will replace it at no charge and he would only have to cover labor to install, or if it's not covered he would have to pay for a new unit. I gave Mr. [redacted] a price for a new secondary arm in the event that the other would not be covered under warranty.Mr. [redacted] was not willing to have us remove the operator and send it to [redacted], so our Corporate Manger got involved and contacted [redacted] directly and they decided to honor the warranty replacement.Mr [redacted] has received a a refund for the money paid to Guaranteed Door, and a new secondary operator assembly by [redacted].What I wanted Mr. [redacted] to understand, as a [redacted] Dealer there is a process that [redacted] has us follow when we are dealing with warranty issues, and when we are not the company that the product or service was purchased through it means either going back to the original company that the product or service was purchased through or have your proof of purchase available. Sincerely,[redacted] Commercial Sales
Customer has already been contacted to resolve the issue
In response to Mr [redacted] complaint with the Revdex.comMr [redacted] called Guaranteed Door Service 3/20/with a problem with his bi-parting gate operator he mentioned that the gate did not operate properly I informed him of our service rates and he agreesWe scheduled the service for 3/24/When my technician arrived on site he did a thorough inspection and diagnosed the problem being a problem with a board in the secondary operator headMr [redacted] mentioned to my technician that this should be under warranty because the units were installed less than years ago.I informed Mr [redacted] that we did not have a record of a purchase or installation of the product from him, so he would have to go back to the company that installed the unit for warranty, but in the meantime I would look into finding an replacement boardAround the 2nd week of April Mr [redacted] called and ask if we had the part to replace in the operator, and when could he expect to have it fixed, I informed him that the part was not sold separately so he would have to have the secondary arm replaced, and I had asked if he was able to get in touch with the company that originally installed the operator, and his answer to me was that [redacted] informed him to call us for warrantyWithout a record of installation,receipt of purchase or any information validating what he was saying I couldn't warranty the item, so I ask Mr [redacted] to email or fax the information to methe following week Mr [redacted] faxed me a photo copy of the front of his users manual with a hand written date of installationSince trying to get the correct information we needed from Mr [redacted] I let him know another option would be for us to return the defective unit to the manufacture and have them determine if its a warranty item, and if so they will replace it at no charge and he would only have to cover labor to install, or if it's not covered he would have to pay for a new unitI gave Mr [redacted] a price for a new secondary arm in the event that the other would not be covered under warranty.Mr [redacted] was not willing to have us remove the operator and send it to [redacted] , so our Corporate Manger got involved and contacted [redacted] directly and they decided to honor the warranty replacement.Mr [redacted] has received a a refund for the money paid to Guaranteed Door, and a new secondary operator assembly by [redacted] .What I wanted Mr [redacted] to understand, as a [redacted] Dealer there is a process that [redacted] has us follow when we are dealing with warranty issues, and when we are not the company that the product or service was purchased through it means either going back to the original company that the product or service was purchased through or have your proof of purchase available Sincerely, [redacted] Commercial Sales
[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 ***, 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,
*** ***
Customer has already been contacted to resolve the issue.
In response to Mr. [redacted] complaint with the Revdex.comMr. [redacted] called Guaranteed Door Service 3/20/2017 with a problem with his bi-parting gate operator he mentioned that the gate did not operate properly . I informed him of our service rates and he agrees. We scheduled the service for...
3/24/17. When my technician arrived on site he did a thorough inspection and diagnosed the problem being a problem with a board in the secondary operator head. Mr. [redacted] mentioned to my technician that this should be under warranty because the units were installed less than 2 years ago.I informed Mr. [redacted] that we did not have a record of a purchase or installation of the product from him, so he would have to go back to the company that installed the unit for warranty, but in the meantime I would look into finding an replacement board. Around the 2nd week of April Mr. [redacted] called and ask if we had the part to replace in the operator, and when could he expect to have it fixed, I informed him that the part was not sold separately so he would have to have the secondary arm replaced, and I had asked if he was able to get in touch with the company that originally installed the operator, and his answer to me was that [redacted] informed him to call us for warranty. Without a record of installation,receipt of purchase or any information validating what he was saying I couldn't warranty the item, so I ask Mr. [redacted] to email or fax the information to me. the following week Mr [redacted] faxed me a photo copy of the front of his users manual with a hand written date of installation. Since trying to get the correct information we needed from Mr. [redacted] I let him know another option would be for us to return the defective unit to the manufacture and have them determine if its a warranty item, and if so they will replace it at no charge and he would only have to cover labor to install, or if it's not covered he would have to pay for a new unit. I gave Mr. [redacted] a price for a new secondary arm in the event that the other would not be covered under warranty.Mr. [redacted] was not willing to have us remove the operator and send it to [redacted], so our Corporate Manger got involved and contacted [redacted] directly and they decided to honor the warranty replacement.Mr [redacted] has received a a refund for the money paid to Guaranteed Door, and a new secondary operator assembly by [redacted].What I wanted Mr. [redacted] to understand, as a [redacted] Dealer there is a process that [redacted] has us follow when we are dealing with warranty issues, and when we are not the company that the product or service was purchased through it means either going back to the original company that the product or service was purchased through or have your proof of purchase available. Sincerely,[redacted] Commercial Sales