Johlin Century Winery

[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 [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

The issue with the customer's computer has been resolved and the WiFi connection has been running without any errors or interruptions The customer has been informed and has advised us to send the computer back to his location Thank you

Complaint: [redacted] I am rejecting this response because: You continue to work around the issue Regardless of service center locations the TV has been diagnosed and in their words cannot be repaired and must be replaced Stop misrepresenting the facts You also did not ask [redacted] to fix the tv with a part you could provide In fact you asked me if they would and I said it did not sound like they had any intentions of working on or replacing a screen on that tvIf you are going to continue to hide behind the smoke screen of the center locations then tell me where the nearest one is and I can look in to shipping it there It's funny to me that in all of this you have never even told me that Probably because very few customers actually fall in the range of service and you loop hole them everytime Either way it's good that other consumers will be able to see that I paid for a service that you are not only unable to provide but are also unable to do much of anything to facilitatePlease respond more promptly to these correspondence It's not difficult to resolve this issue Regards, [redacted]

The refund for $has been credited back to the customer's credit card as of April 30, A copy of the refund has also been sent to the customer. Thank you

MACK cameras mysteriously found my camera and sent it to me after days. Case is resolved

** *** *** ** *** *** *** ***
*** *** ** *** *** *** ** *** *** *** *** *** ** *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

We are actively seeking a local service center for Mr. ***'s television This television is located in an area in which the nearest service center is not within a mile radius If no service center can be found then the television must be shipped or transported to the nearest
service center I am including the section of our terms and conditions below that explain the process for televisions that are not able to be repaired in home According to the terms of our contract if a local service center is not available in your area, the unit must be returned prepaid to Mack Camera & Video Service for repair. Such on-site service will only be offered if your location is within a 25-mile radius of an authorized service centerIn the case where a product falls outside of this designated radius, it will be the responsibility of the Program owner to arrange for transportation of the Covered Product to an authorized service center at his or her own cost.We apologize for any inconvenience and, as mentioned above, are still working to find a solution in which the TV can be repaired in the customer's home Thank you

This has been resolved with MackThank you for your help
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Regards,
*** ***

Your warranty was successfully transferred on August 19, 2015. Upon further review we also found that you warranty is properly registered and able to be viewed online with your login credentials. Please contact our customer service department if you need assistance in recovering your
login/password. Thank you

We have spoken with the service center to discuss their findings and they have agreed to return to the customer's home to evaluate the television The service center has been in correspondence with the customer to set up a new appointment Thank you

Dear *** ***:We apologize for the inconvenience; however, *** *** warranty purchase is not valid according to the terms and conditions of our contract. *** *** sold the Mack Extended Warranty for appliances that did not carry a valid manufacturer’s warranty of at
least days at the point of sale.In addition, once Mack learned that *** sold appliance warranties in this manner, Mack issued a full refund to *** for all warranties sold. It is *** responsibility to refund the customer since they received funds directly from the customer for the purchase of the warranty.The following is the first sentence from the second paragraph of the contract:This service contract may be purchased for New Products with at least ninety (90) days remaining on the original manufacturer’s warranty.Due to the current circumstances and the fact that *** ***s is now out of business, Mack Warranty is willing to provide a refund to *** *** for the purchase of the warranties to resolve this issue. If you wish to proceed with this resolution, please forward a copy of the sales receipt(s) showing the purchase of the warranty with the unique warranty numbers provided. Please feel free to contact us if you have any further questions. Thank you. Sincerely,Mack Warranty

Complaint: [redacted]
I am rejecting this response because: it misrepresents the situation.  I was told that there weren't any service centers that accepted thier credit card so I would need to find someone that could fix it and be reimbursed for the repairs.  I did that and had it diagnosed and the diagnosis was that the TV was unable to be fixed and would have to be replaced.  There was never any talk of refund for amount paid for the warranty until Mack realized they would have to replace the TV.  They drug the whole thing out and are now using the "refund" as a fall back.  This is completely unacceptable and if you can't fulfill the terms of a service agreement then don't offer it.  I want it to be very clear that the unit WAS looked at by a service center at the advisement of Mack and the service center could not fix the unit.  It is all in the service notes including the repair techs notes.
Regards,
[redacted]

We have been in communication with a different service center who has agreed to travel the distance to the customer's home.  The service center is [redacted] (Located at [redacted], Their phone number is [redacted].  [redacted] informed us that they will be calling the customer today, April 25, 2016, to make further arrangements.  Mack is also paying the additional trip charges billed by [redacted].  Thank you.

The issue with the customer's computer has been resolved and the WiFi connection has been running without any errors or interruptions.  The customer has been informed and has advised us to send the computer back to his location.  Thank you.

Our customer service department has reached out the customer.  It is my understanding that the customer is requesting a refund for the warranty.  In order to issue pro-rated refund we will require the following information:1) A copy of your sales receipt that shows the price you paid for...

your warranty, as well as the original date of purchase 2) A copy of your warranty card or registration confirmation 3) A letter of cancellation with your name, address, and contact informationThank you!

[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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

We apologize for the length of time it has taken to repair the washing machine and we are currently in the process of providing a replacement unit to the customer.  Thank you.

Complaint: [redacted] 
I am rejecting this response because:
You continue to work around the issue.  Regardless of service center locations the TV has been diagnosed and in their words cannot be repaired and must be replaced.  Stop misrepresenting the facts.  You also did not ask [redacted] to fix the tv with a part you could provide.  In fact you asked me if they would and I said it did not sound like they had any intentions of working on or replacing a screen on that tv. If you are going to continue to hide behind the smoke screen of the center locations then tell me where the nearest one is and I can look in to shipping it there.  It's funny to me that in all of this you have never even told me that.  Probably because very few customers actually fall in the range of service and you loop hole them everytime.  Either way it's good that other consumers will be able to see that I paid for a service that you are not only unable to provide but are also unable to do much of anything to facilitate. Please respond more promptly to these correspondence.  It's not difficult to resolve this issue.
Regards,
[redacted]

[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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]