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McVay Plumbing CoInc

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McVay Plumbing CoInc Reviews (4)

Our customer purchased a sectional sofa on 1/21/not on 5/8/ He apparently experienced difficulty with the USB port on the console so he contacted [redacted] with whom he has a protection plan that covers accidental damage for yearsHe was attempting to file a claim under the wrong warranty [redacted] covers accidental damage, but manufacturer's defects are covered under the vendor warranty for the first year from date of purchase [redacted] transferred the customer's call to our Customer Service Department on 8/23/We immediately opened a service ticket and requested a service appointment with [redacted] to inspect and determine what was needed to restore the USB port to factory standard The customer scheduled an appointment with AHM for 9/8/Our service representative emailed a courtesy service reminder to Mr [redacted] on 9/2/ The technician's report confirmed that the USB port was not workingHe recommended that we order a USB port with AC adapter attachedThe part order was submitted that week and we asked the vendor to expedite the part This manufacturer is located in China and parts are shipped in sea containersIt takes a few weeks to receive the parts but we service what we sellMr [redacted] signed a Terms and Conditions contract at the time of purchase which explained that factory trained technicians are sent to inspect and repair to factory standard If they cannot restore the piece, it is exchangedIf we cannot exchange the piece the customer receives a refundWe can restore the USB port although we regret we are unable to do so as quickly as Mr [redacted] would like It will not be possible to adjust any portion of the protection warranty which was purchased by Mr [redacted] He was confused by which warranty covered the defective USB port which is a understandable errorThe mistake was not caused because the sales associate misrepresented the protection warranty to Mr [redacted]

[A default letter is provided here which indicates your acceptance of the business's offer If you wish, you may update it before sending it.] I have reviewed the offer made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [redacted] Regards, [redacted]

Hello, The complaint of the mattress was made outside of our reporting period as stated on the terms and conditions, however our bedding manager Mr [redacted] approved an exchange Our records indicate that the exchange was completed on 5/22/15.thank you

Hello, have read the complaint, and I have been in contact with Mrs*** While I can not prove a vendor defect, I did contact the vendor rep and presented the pictures and service report I was unable to get a full credit from the vendor, but I have decided that our company will take the amount that the vendor offered and we will write off the remainder and allow the ***'s to reselect, even after the one year periodThank you

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