Martin Appliance & Water Conditioning

Review: Freezer was purchased December 2012. Three different times after purchase freezer frosted up food had to be removed and freezer defrosted. Wednesday May 29 called to check freezer (third time it froze up. Came noon Thursday. May 30. Said it needed new gasket.(should not have needed new gasket on brand new freezer?) Told it would be 2 working days till get it. June 9 (9 days later) called again- no part in stock. On back order. June 18 she called martin's again to check on part. Should get by june 21. Said to me you don't want to pay for overnight shipping do you. In the meantime food is in neighbors and daughters freezers. Very inconvenient. Lost many gallons of ice cream and tv dinners etc. June 25 Martins called, part came but they couldn't come till June 28. ONe whole month after problem was discovered.New gasket installed June 28 one month after original call. Company would not pay to have part shipped faster or try to get here sooner.Desired Settlement: If there is any more trouble with this freezer we want a new model. Should not have happened that it frosted up three times in 4 months after purchase. Money for lost food should be paid and guarantee that a new freezer will be provoded if this happens again

Business

Response:

From: [redacted] <[redacted]>

Date: Mon, Jul 22, 2013 at 5:02 PM

Subject: Complaint# [redacted]

To: "[email protected]" <[email protected]>

Hello, I am responding to the letter we received in regards to Complaint # [redacted] and the customer- [redacted]. Our statement is as follows:The call came to us on May 29 and we diagnosed the issue on May 30 as well as trying to repair the gasket that same day. We were not able to satisfactorily repair the gasket so we ordered a new gasket. The complaint was about alot of frost building up inside the unit. This happens to be somewhat normal for any upright manual defrost freezer. They have to defrosted manually up to a couple times a year. This was, however, excessive due to the one corner of the gasket not sealing as tight as it could, hence the order of the new gasket under warranty. The problem was, the gasket was on a national B/O from the Manufacture. Their idea of us not paying to have it overnighted was not a possibility if the part was not available. Also, I'm not sure why the food needed to be thrown away if it was due to frost on the outside of the packages. The unit was still freezing food if there was frost inside the unit. We tried all in our power to get the part as fast as the Manufacture could supply the part and then called the customer as soon as we received the part at our service facility on June 25. The customer could not be serviced until 3 days later which took it out to 1 day shy of a month (June 28). It is not a short turnaround time by any means, but totally out of our control in terms of getting a part in a shorter time frame. Please let me know if you need more information in regards to this Complaint# [redacted]. Also, I have included the original letter as a pdf. Thanks,[redacted]

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