Intercon, Incorporated

I am in receipt of the consumer complaint outlined above and have the following comments after reviewing details with our staff. The consumer contacted us regarding two chairs they had purchased from one of our retailers which had chipped wood, scratches and/or dents. Since our
products are sold through a dealer organization, we requested that the consumer contact the store where they purchased the chairs to resolve any issue they have. However, the consumer wanted to deal only with us rather than the store where they purchased the product. Unfortunately, this makes it difficult to resolve the problem since we are located miles away. This is why it is so important for the consumer to deal with the local retailer. Therefore, we contacted the owner of the store directly to determine if the issue could be resolved by him. The store owner was very cooperative and said that he had already replaced one chair and had personally delivered chairs to the consumer. He indicated that he saw no apparent issues with the chairs. He told us, however, that he would be willing to help the consumer if they had additional problems. It is our position that in this case, the problems associated with the chairs are not manufacturing defects and are considered cosmetic in nature. The causes of the scratches and dents could have been from numerous sources unrelated to manufacturing defectsSince the consumer had purchased the chairs from the retailer and not from us, it is our policy that non-manufacturing defects should be handled exclusvely by the retailer. Plus, the retailer has shown a willingness to work with the consumerIn response to the consumer’s claim that our customer service people were rude; I would say that our customer service representatives are highly trained and very professional people. In researching the consumer’s claims, I talked with several people in our department and they all confirmed that the consumer was very verbally abusive and unusually aggressive. We try to help all of our customers and solve their problems, but we cannot help people that treat our associates in this manner. In this case, where someone is abusive to our staff, they are authorized to discontinue the conversation. Hopefully, this fully explains our position regarding this consumer complaint. If there are any further requests for information, please feel free to contact us

The 9-Piece Dining Set was produced on a limited basis for a reduced number of locations in the United States. Only a limited number of dining sets were produced in total and unfortunately there was a delay in producing replacement parts.  Intercon recently received the parts for this specific...

dining set and has shipped the requested replacement parts to the consumer. The consumer has been very cooperative and we regret the unusually long delay in remedying the problem.  Hopefully, at this point no further action is required on our part.

Complaint: [redacted]
I am rejecting this response because:I maintain that the chairs are marred from the manufacturer. When the retailer brought the chairs to our house, he took the plastic off in our driveway. Hence, there should be no blame on the retailer or other third-parties.  If the company wishes to consider these “cosmetic”, then I am afraid I grossly overpaid for the quality that was expected. Also, given that the retailer is 2000 miles from this business, I am unsure what that has to do with their warranty. As for the “highly trained customer service”, I fail to see how ignoring a customer’s constant attempts to receive assistance is acceptable – and when contact is made, these “professionals” either repeat the same useless mantra until they hang up or reverse their earlier commitment to help. Ultimately, we were not rude to these associates as stated above but tried to have the company stick to a promise they had earlier committed to, only to reverse. This company has made it clear that they prefer not to deal with customers, and have no regard for the quality of the products that come out of their factory. Chairs should not arrive marred, under any circumstances. I am extremely disappointed in these chairs, but I’m once again offended by the treatment from their customer service department.
Sincerely,
[redacted]