To summarize (followed by pertinent details), [redacted] Repair will be returning with the required part to resolve the problem of the washer not draining today, September 25, 2015. Here are the details, as well as the scenario of this order:
1. Purchased washer on September...
13.
2. Delivered on September 14, as customer needed the washer "Pronto" as described in her review on [redacted]
3. Received a call on September 19 with problem of clothes dripping wet after 1st use on Friday, September 18.
4. Unable to find an authorized service company during the weekend and thus Disco Mart visited customer on September 19 to see if we could resolve the problem
5. [redacted] was contacted on September 21 with an appointment on September 22.
6. Customer was not home on September 22. Disco Mart called [redacted] to request a return but was not successful due to prior commitments by [redacted]
7. [redacted] received OK from customer to return on September 24 without their presence
8. Tried calling customer on three different phone numbers on September 24 by leaving messages about [redacted] working on securing the necessary part with no response
9. Spoke with [redacted] of [redacted] on September 25 telling us that he has the part and will be servicing the customer today, September 25.
During this "waiting" period, numerous calls were made by the purchaser demanding an exchange/refund. Unfortunately, we as the seller do not have the authority to make decisions like exchanges until it is declared not repairable by the authorized service company. In other words, despite the recent purchase, we are required to send an authorized service company first before a decision can be made. Our responsibility is to find a service company who will take care of our customer and keep us informed.
It goes without saying that we are truly sorry and disappointed that the product did not perform as expected and necessitated a service company to address the problem. We hope the customer will continue to work with us should they need additional help with their purchases.
[redacted]
To summarize (followed by pertinent details), [redacted] Repair will be returning with the required part to resolve the problem of the washer not draining today, September 25, 2015. Here are the details, as well as the scenario of this order:
1. Purchased washer on September...
13.
2. Delivered on September 14, as customer needed the washer "Pronto" as described in her review on [redacted]
3. Received a call on September 19 with problem of clothes dripping wet after 1st use on Friday, September 18.
4. Unable to find an authorized service company during the weekend and thus Disco Mart visited customer on September 19 to see if we could resolve the problem
5. [redacted] was contacted on September 21 with an appointment on September 22.
6. Customer was not home on September 22. Disco Mart called [redacted] to request a return but was not successful due to prior commitments by [redacted]
7. [redacted] received OK from customer to return on September 24 without their presence
8. Tried calling customer on three different phone numbers on September 24 by leaving messages about [redacted] working on securing the necessary part with no response
9. Spoke with [redacted] of [redacted] on September 25 telling us that he has the part and will be servicing the customer today, September 25.
During this "waiting" period, numerous calls were made by the purchaser demanding an exchange/refund. Unfortunately, we as the seller do not have the authority to make decisions like exchanges until it is declared not repairable by the authorized service company. In other words, despite the recent purchase, we are required to send an authorized service company first before a decision can be made. Our responsibility is to find a service company who will take care of our customer and keep us informed.
It goes without saying that we are truly sorry and disappointed that the product did not perform as expected and necessitated a service company to address the problem. We hope the customer will continue to work with us should they need additional help with their purchases.
[redacted]