Imperial Commercial Cooking Equipment

Initial Business Response /* (1000, 5, 2016/02/23) */
Contact Name and Title: *** *** - Manager
Contact Phone: XXX-XXX-XXXX x
Contact Email: ***@imperialrange.com
Ms***'s unit was originally purchased and installed October 8th, and carried a one (1) year parts and labor
warranty against defects in parts and workmanshipThis unit did have a few service calls under warranty which were promptly responded to, trouble shot and repairedUpon report of the third thermostat failure in June 2015, our authorized warranty service agent further investigated the cause of the failuresIt was found the thermostat failures were due to improper operation and the kitchen staff was notified on how to prevent this failureAs a courtesy, Imperial covered this repair under warrantyWe were contacted by Ms *** January 4th stating the thermostat had failed again and she demanded that it be taken care of by warrantyShe was notified, her warranty had expired in October but she still demanded that it be taken care ofThe tech onsite had confirmed the failure was again due to their miss operation of the unit causing the thermostat to failAs this unit was months old (months beyond warranty) she was notified of the cause of failure and that the unit was outside of warrantyAs a courtesy Imperial provided the part at no charge but, she was responsible for the labor and this would be the final thing Imperial could cover, she agreed to these termsOn January 29, 2016, Ms*** had contacted us again about a motor that had failed in her unit and demanded that we cover the repair under warrantyWe again explained to her the unit was almost months beyond warranty and that she is responsible for all maintenance and repairsWe reminded her of her agreement that she made earlier that monthShe still demanded that Imperial cover the parts and labor
All Imperial associates that had contact with Ms*** handled the situation in a professional manner and each had explained the warranty to herIt was also explained, due to the unit being out of warranty and the multiple courtesy concessions that Imperial has previously covered, we are unable to provide any further coverage of this unit