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.
Please note that I was promised the refund weeks prior to the initiation of
this complaint, but I did not actually receive the refund until after the complaint had been initiated. The matter has been satisfactorily resolved though
Sincerely,
*** ** ***
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
I would just note that communication can be improved, as it is inconsistent between the website which states there are free consultations, employees which may not place enough emphasis on the fact that there may be additional costs and that the diagnostic is in fact not free, and the receipt that customers sign which states there is a diagnostic fee which is non refundable and that there may be additional costsI appreciate the company taking care of the repairs for no additional costs as a resolution
Sincerely,
*** ***
Thank you for highlighting this issue and bringing it to my attention, we do ask all customers to read and sign our disclaimer on our receipt which is included here, I am including the section that deals with your concerns specifically. Diagnostic/TuneUp is not refundable but is credited
towards the repair, Parts are additional and approved after diagnosis completed when necessaryRepair Times are ESTIMATES only & based on part availabilityCOFFEE MACHINES TAKE TIME 4-8 WeeksVacuum avgis 7-Business DaysAppliance Avgis 15-Biz DaysSewing Machine avgis 10-Biz DaysAll other repairs AVERAGE time is Business DaysSome Repairs performed offsiteTo Decline or Stop Diagnostic/Repairs we require a Minimum 24-Hour Notice/Request to reassemble/ retrieve your unit. the second part of the terms of service listed above explains that parts are additional and will be approves with customers when necessary (Diagnostic/TuneUp is not refundable but is credited towards the repair, Parts are additional and approved after diagnosis completed when necessaryRepair Times are ESTIMATES only & based on part availability.) It seems like there may have been a small discrepancy on the communication with this customer as to what is included in the service. WE WILL GLADLY INCLUDE THE NECESSARY PARTS TO COMPLETE THE REPAIRS, for no additional charge (Part Cost $+tax)The service of cleaning the machine has already been performed and for that reason we can not refund the original service fee paidWe will have this ready for pick up at the Colorado Blvdlocation on 01/31/17.
Called the customer and acknowledged his frustration while thanking him for the feedback on the staff and their shortcomings at that location. I did leave a message requesting he call me directly so that we can mail him a sock for his new longer hoseI also asked for some more information in
the message to confirm and verify the complaint. Thank you Hazem
This matter was already resolved and customer was issued a full refundWe spoke with the customer and have also taken into consideration his suggestion of offering a price match option for customers
Desired Settlement: No further contact by the businessJust wanted to warn others of poor business practices.Tell us why here... Im sorry I didnt respond because the customer had indicated he wanted no settlement or resolution.How do you recommend we best serve our customers in this
instance?
Called the customer and acknowledged his frustration while thanking him for the feedback on the staff and their shortcomings at that location. I did leave a message requesting he call me directly so that we can mail him a sock for his new longer hoseI also asked for some more information in
the message to confirm and verify the complaint. Thank you Hazem
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.
Please note that I was promised the refund weeks prior to the initiation of
this complaint, but I did not actually receive the refund until after the complaint had been initiated. The matter has been satisfactorily resolved though
Sincerely,
*** ** ***
Complaint: ***
I am rejecting this response because: your business had my vacuum for weeks while it was being repairedYour technician told me over the phone that in order to do the repairs needed at drop off, he would have to dismantle most of the vacuumThe hose was in working order when I dropped off the vacuum; I had still been using the vacuum to clean the hard wood floors in my homeAfter waiting weeks, I got the vacuum in a condition in which it was useless for anythingI am unwilling to trust your business with my vacuum for an additional weeks, and it seems unreasonable to ask customers to expect to be without a vacuum cleaner for a month totalWhy should I be further inconvenienced by your business' lack of competency? The business manager blamed my incident on a new, and inexperienced, repair technicianHas he really gained the necessary skill to properly complete the repairs necessary over the past few weeks? I also never received the broken and missing cover that was promised to be mailed to my address - a part that was broken off while at your business and which I wanted to be replaced by your businessThere have been no good faith attempts on your behalf to make me feel valued as a customer.
Sincerely,
*** ***
Desired Settlement: No further contact by the businessJust wanted to warn others of poor business practices.Tell us why here... Im sorry I didnt respond because the customer had indicated he wanted no settlement or resolution.How do you recommend we best serve our customers in this
instance?
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
I would just note that communication can be improved, as it is inconsistent between the website which states there are free consultations, employees which may not place enough emphasis on the fact that there may be additional costs and that the diagnostic is in fact not free, and the receipt that customers sign which states there is a diagnostic fee which is non refundable and that there may be additional costsI appreciate the company taking care of the repairs for no additional costs as a resolution
Sincerely,
*** ***
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
I highly suggest that this business accept refunds for all customersHaving a policy where you cannot return an item, new in its original package on the same day you purchased it seems out of touch with business operations. Referring customers to a note on the receipt that they do not accept refunds or a note on the wall is not fair to customers. Who would expect to not be able to return goods? What stores do this anymore? Although I got my return accepted, the business should reconsider their policies as part of good business practice otherwise they will lose business in the long run
Sincerely,
*** ***
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
I highly suggest that this business accept refunds for all customersHaving a policy where you cannot return an item, new in its original package on the same day you purchased it seems out of touch with business operations. Referring customers to a note on the receipt that they do not accept refunds or a note on the wall is not fair to customers. Who would expect to not be able to return goods? What stores do this anymore? Although I got my return accepted, the business should reconsider their policies as part of good business practice otherwise they will lose business in the long run
Sincerely,
*** ***
Before a refund can be issued we need to confirm the problem and offer at least an attempt at solving this problem under warranty.We stand behind our work with a year warranty Parts and laborIf the hose was not the original complaint we may not have noticed the tear because on [redacted] Vacuums the
hose is not used unless you dismantle the wand and go to use the machines attachments something we don’t test unless there is a complaint about it.? The hose for attachments also has no affect on suction when using the machine in the upright position.The customer does outline that we offered several solutions to remedy this and she is refusing to bring the machine in so we can do so.Please bring it in so we can fix your problem for you at no charge
This matter was already resolved and customer was issued a full refundWe spoke with the customer and have also taken into consideration his suggestion of offering a price match option for customers
Thank you for highlighting this issue and bringing it to my attention, we do ask all customers to read and sign our disclaimer on our receipt which is included here, I am including the section that deals with your concerns specifically. 2. Diagnostic/TuneUp is not refundable but is credited...
towards the repair, Parts are additional and approved after diagnosis completed when necessary. 2.2 Repair Times are ESTIMATES only & based on part availability. COFFEE MACHINES TAKE TIME 4-8 Weeks. Vacuum avg. is 7-14 Business Days. Appliance Avg. is 15-25 Biz Days. Sewing Machine avg. is 10-20 Biz Days. All other repairs AVERAGE time is 21 Business Days. 2.3 Some Repairs performed offsite. 2.4. To Decline or Stop Diagnostic/Repairs we require a Minimum 24-72 Hour Notice/Request to reassemble/ retrieve your unit. the second part of the terms of service listed above explains that parts are additional and will be approves with customers when necessary (2. Diagnostic/TuneUp is not refundable but is credited towards the repair, Parts are additional and approved after diagnosis completed when necessary. 2.2 Repair Times are ESTIMATES only & based on part availability.) It seems like there may have been a small discrepancy on the communication with this customer as to what is included in the service. WE WILL GLADLY INCLUDE THE NECESSARY PARTS TO COMPLETE THE REPAIRS, for no additional charge (Part Cost $29 +tax)The service of cleaning the machine has already been performed and for that reason we can not refund the original service fee paid. We will have this ready for pick up at the Colorado Blvd. location on 01/31/17.
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.
Please note that I was promised the refund weeks prior to the initiation of
this complaint, but I did not actually receive the refund until after the complaint had been initiated. The matter has been satisfactorily resolved though
Sincerely,
*** ** ***
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
I would just note that communication can be improved, as it is inconsistent between the website which states there are free consultations, employees which may not place enough emphasis on the fact that there may be additional costs and that the diagnostic is in fact not free, and the receipt that customers sign which states there is a diagnostic fee which is non refundable and that there may be additional costsI appreciate the company taking care of the repairs for no additional costs as a resolution
Sincerely,
*** ***
Thank you for highlighting this issue and bringing it to my attention, we do ask all customers to read and sign our disclaimer on our receipt which is included here, I am including the section that deals with your concerns specifically. Diagnostic/TuneUp is not refundable but is credited
towards the repair, Parts are additional and approved after diagnosis completed when necessaryRepair Times are ESTIMATES only & based on part availabilityCOFFEE MACHINES TAKE TIME 4-8 WeeksVacuum avgis 7-Business DaysAppliance Avgis 15-Biz DaysSewing Machine avgis 10-Biz DaysAll other repairs AVERAGE time is Business DaysSome Repairs performed offsiteTo Decline or Stop Diagnostic/Repairs we require a Minimum 24-Hour Notice/Request to reassemble/ retrieve your unit. the second part of the terms of service listed above explains that parts are additional and will be approves with customers when necessary (Diagnostic/TuneUp is not refundable but is credited towards the repair, Parts are additional and approved after diagnosis completed when necessaryRepair Times are ESTIMATES only & based on part availability.) It seems like there may have been a small discrepancy on the communication with this customer as to what is included in the service. WE WILL GLADLY INCLUDE THE NECESSARY PARTS TO COMPLETE THE REPAIRS, for no additional charge (Part Cost $+tax)The service of cleaning the machine has already been performed and for that reason we can not refund the original service fee paidWe will have this ready for pick up at the Colorado Blvdlocation on 01/31/17.
Called the customer and acknowledged his frustration while thanking him for the feedback on the staff and their shortcomings at that location. I did leave a message requesting he call me directly so that we can mail him a sock for his new longer hoseI also asked for some more information in
the message to confirm and verify the complaint. Thank you Hazem
This matter was already resolved and customer was issued a full refundWe spoke with the customer and have also taken into consideration his suggestion of offering a price match option for customers
Desired Settlement: No further contact by the businessJust wanted to warn others of poor business practices.Tell us why here... Im sorry I didnt respond because the customer had indicated he wanted no settlement or resolution.How do you recommend we best serve our customers in this
instance?
Called the customer and acknowledged his frustration while thanking him for the feedback on the staff and their shortcomings at that location. I did leave a message requesting he call me directly so that we can mail him a sock for his new longer hoseI also asked for some more information in
the message to confirm and verify the complaint. Thank you Hazem
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.
Please note that I was promised the refund weeks prior to the initiation of
this complaint, but I did not actually receive the refund until after the complaint had been initiated. The matter has been satisfactorily resolved though
Sincerely,
*** ** ***
Complaint: ***
I am rejecting this response because: your business had my vacuum for weeks while it was being repairedYour technician told me over the phone that in order to do the repairs needed at drop off, he would have to dismantle most of the vacuumThe hose was in working order when I dropped off the vacuum; I had still been using the vacuum to clean the hard wood floors in my homeAfter waiting weeks, I got the vacuum in a condition in which it was useless for anythingI am unwilling to trust your business with my vacuum for an additional weeks, and it seems unreasonable to ask customers to expect to be without a vacuum cleaner for a month totalWhy should I be further inconvenienced by your business' lack of competency? The business manager blamed my incident on a new, and inexperienced, repair technicianHas he really gained the necessary skill to properly complete the repairs necessary over the past few weeks? I also never received the broken and missing cover that was promised to be mailed to my address - a part that was broken off while at your business and which I wanted to be replaced by your businessThere have been no good faith attempts on your behalf to make me feel valued as a customer.
Sincerely,
*** ***
Desired Settlement: No further contact by the businessJust wanted to warn others of poor business practices.Tell us why here... Im sorry I didnt respond because the customer had indicated he wanted no settlement or resolution.How do you recommend we best serve our customers in this
instance?
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
I would just note that communication can be improved, as it is inconsistent between the website which states there are free consultations, employees which may not place enough emphasis on the fact that there may be additional costs and that the diagnostic is in fact not free, and the receipt that customers sign which states there is a diagnostic fee which is non refundable and that there may be additional costsI appreciate the company taking care of the repairs for no additional costs as a resolution
Sincerely,
*** ***
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
I highly suggest that this business accept refunds for all customersHaving a policy where you cannot return an item, new in its original package on the same day you purchased it seems out of touch with business operations. Referring customers to a note on the receipt that they do not accept refunds or a note on the wall is not fair to customers. Who would expect to not be able to return goods? What stores do this anymore? Although I got my return accepted, the business should reconsider their policies as part of good business practice otherwise they will lose business in the long run
Sincerely,
*** ***
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
I highly suggest that this business accept refunds for all customersHaving a policy where you cannot return an item, new in its original package on the same day you purchased it seems out of touch with business operations. Referring customers to a note on the receipt that they do not accept refunds or a note on the wall is not fair to customers. Who would expect to not be able to return goods? What stores do this anymore? Although I got my return accepted, the business should reconsider their policies as part of good business practice otherwise they will lose business in the long run
Sincerely,
*** ***
This customer was already issued a refund
This customer was already issued a refund.
Before a refund can be issued we need to confirm the problem and offer at least an attempt at solving this problem under warranty.We stand behind our work with a year warranty Parts and laborIf the hose was not the original complaint we may not have noticed the tear because on [redacted] Vacuums the
hose is not used unless you dismantle the wand and go to use the machines attachments something we don’t test unless there is a complaint about it.? The hose for attachments also has no affect on suction when using the machine in the upright position.The customer does outline that we offered several solutions to remedy this and she is refusing to bring the machine in so we can do so.Please bring it in so we can fix your problem for you at no charge
This matter was already resolved and customer was issued a full refundWe spoke with the customer and have also taken into consideration his suggestion of offering a price match option for customers
Thank you for highlighting this issue and bringing it to my attention, we do ask all customers to read and sign our disclaimer on our receipt which is included here, I am including the section that deals with your concerns specifically. 2. Diagnostic/TuneUp is not refundable but is credited...
towards the repair, Parts are additional and approved after diagnosis completed when necessary. 2.2 Repair Times are ESTIMATES only & based on part availability. COFFEE MACHINES TAKE TIME 4-8 Weeks. Vacuum avg. is 7-14 Business Days. Appliance Avg. is 15-25 Biz Days. Sewing Machine avg. is 10-20 Biz Days. All other repairs AVERAGE time is 21 Business Days. 2.3 Some Repairs performed offsite. 2.4. To Decline or Stop Diagnostic/Repairs we require a Minimum 24-72 Hour Notice/Request to reassemble/ retrieve your unit. the second part of the terms of service listed above explains that parts are additional and will be approves with customers when necessary (2. Diagnostic/TuneUp is not refundable but is credited towards the repair, Parts are additional and approved after diagnosis completed when necessary. 2.2 Repair Times are ESTIMATES only & based on part availability.) It seems like there may have been a small discrepancy on the communication with this customer as to what is included in the service. WE WILL GLADLY INCLUDE THE NECESSARY PARTS TO COMPLETE THE REPAIRS, for no additional charge (Part Cost $29 +tax)The service of cleaning the machine has already been performed and for that reason we can not refund the original service fee paid. We will have this ready for pick up at the Colorado Blvd. location on 01/31/17.