Mr [redacted] -After carefully reviewing your case historyWe would not be able to honor your request to replace the unit or refund you the I do show earlier today that you called in requesting these option and we advised you that you are outside of your year manufacture warrantyAny request for refund or replacement need to be referred to [redacted] ***You are currently a customer of the extended warranty company and they are currently working with you to resolve your current issueBelow is a copy of the manufacture warranty for you to review.WHAT IS COVERED:For a period of ONE (1) YEAR from the date of original retail purchase, EdgeStar will repair or replace any part free of charge including labor that fails due to a defect in materials or workmanshipLabor will be performed free of charge at an authorized EdgeStar repair facility and EdgeStar will supply new, rebuilt, orrefurbished parts free of chargeEdgeStar may request a defective part be returned in exchange for the replacement partAll replacement parts or products will be new, remanufactured, or refurbishedAll products and parts replaced by EdgeStar under warranty service become the property of EdgeStarAfterthe month period, EdgeStar will no longer be responsible for labor charges incurred or replacement partsAll defective products andparts covered by this warranty will be repaired or replaced on a mabasis to an EdgeStar authorized repair facilityThis warranty applies to the original purchaser only, and only covers defects in workmanship experienced during operation of the product under service, maintenance, and usage conditionsThis warranty applies to the purchase and use of this product in residential settings within the United States of America Exceptions: Commercial or Rental Use Warranty days labor and parts from date of original purchaseNo other warranty applies.Regards, [redacted] EdgeStar Technical Support Manager
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] I have been contacted, and am awaiting a replacement part which should rectify the problem. I will contact the Revdex.com when the situation is fixed.
I would like to start by offering a sincere apology to [redacted] for the problem he had with his purchase as well as the difficulty in reaching our warranty to request assistance. We have offered to exchange the unit for him and after speaking with him he’s chosen to decline that request...
since the unit is currently operating normally. This offer still stands and it has been notated on his account in case the symptoms return. With the unit being under warrant this is typically the route we would take after doing some basic troubleshooting. As for the wait times to speak with our team, we have hired additional agents to help assist with the call volume and once they finish training customer wait times will drop considerably.
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. The company needs to forward a label as soon as possible and expedite the shipping of the new one once the old one is received
Regards,
[redacted]
Hello, You are in communication with Edgestar.com. Our records do not show any replacement order being sent out to your location. If you have an arrangement with LivingDirect.com then I will ask that you communicate with them at 1-800-297-6076 Mon - Fri. I reviewed my last response and confirmed that the number I provided to the extended warranty company is correct. At this time I will ask that you reach out to them under their contract. We apologize we are unable to assist you under our program as the item is no longer has an active warranty. Rudy Edgestar.com
Complaint: [redacted]
I am rejecting this response because:As United Airlines recently discovered, there is a huge difference between being right and doing the right thing.Edgestar is right, my warranty only lasted for 12 months. However, I am not aware I was offered any extended warranty. If Edgestar had asked that I pay for the diagnosis but they would pay for the any necessary parts I would have accepted. For a part to fail approx 1 month outside of warranty and for Edgestar to not offer a replacement or any compromise whatsoever, is not "standing behind" their product. It is avoiding responsibility of selling a defective product and is insulting to us as a consumer.Sooo - I will amend my negative review on Amazon, publish a negative review on [redacted], write a letter to the CEO of Edgestar expressing my displeasure and tell anyone who is interested that Edgestar products are unreliable and the that they do not stand behind thier product. Publishing these negative reviews will almost certainly cost Edgestar at least one client. That loss of a client is far more expensive than absorbing repair cost on my unit. Regards,
[redacted]
I am really not sure why this story bounces around so much. It sounds like there were some issues with the original delivery of the unit. However, the time frame the customer gives does not match up with some of the names and the time in which the began working here. We have not denied any claims....
We simply ask the customer to perform maintenance, and in this case, the customer would not listen or work with us to understand that. There is only so much we can explain to a customer when they are raising their voice and interrupting.We tried our best on two separate phone calls and could not get the customer to calm down and work with our agent. All they did was demand that a technician come out and perform the maintenance that they need to perform. Unfortunately, like all products, this is not covered under the warranty and the customer would be responsible for this maintenance. This unit is operating within the specified temperature range. As our agent tried to work with the customer, the customer was interrupting and abusive. The agent (who sits right next to me) asked the customer multiple times to let him speak or he would have to end the call and move on. Since the customer would not allow for the agent to explain how the unit worked, we were unable to help the customer. Outside of this complaint, we have received multiple harassing phone calls, Facebook messages, etc. We would like ask the customer to stop harassing us. First, I would recommend, if the unit is just a few degrees above set temperature, to test the liquid temperature. The read out on the display is based off of air temperature which fluctuates up and down and is inaccurate if the door is being opened to read it. Second, if the liquid temperature is a couple of degrees warmer than the desired temperature, I would recommend unplugging the unit and defrosting for 48 hours. These units get built in, left in direct sunlight, etc. that all lead to frosting up issues. Even with the built in defrost system, we recommend a manual defrost every 3-6 months depending on the conditions the unit is kept in. I would say, based off of the customer concern, this is likely the cause of their issues. We will not pay a technician to come out and unplug the unit for the customer. Just like a car, there is some maintenance involved that the customer would be responsible for. I am more than willing to send a technician out to help the customer. However, if the unit is not failing, the customer will be billed $200 by the repair company for the visit. Maintenance would not be covered under the warranty, and if the customer would be willing to sign off on that, I will set a technician up to go out to the unit location and inspect the unit. Also, Coldstar is not a company. At least not ours.
Thank you for your reply. If you do not have any further information, I cannot look it up. Please have Revdex.com pursue this. They will close this since you cannot provide enough information for us to help you out.
Hello [redacted]EdgeStar does in fact stand behind our products. Your product, a [redacted], comes with a 1 year replacement parts, and 90 days repair labor warranty. Your unit was over 1 year outside of the warranty on the labor when you initially e-mailed in. At that time, our agent informed you that...
the best option on was to have the unit diagnosed. Here is a quote from the e-mail: "[redacted]The most likely problem that would cause the behavior you described is a failed circuit board, however we do recommend diagnosis by a qualified appliance technician before buying replacement parts, as they are non-refundable. We do have the replacement circuit boards in stock and they are $99. If you'd like to place the order, we can be reached at [redacted], M-F from 8:00 AM to 4:30 PM."At the time of purchase, you were given several different extended warranty options and declined to purchase one. Just like a car, or electronics, or any other appliance, there are moving parts that do sometimes fail. That is why warranties and extended warranties exist. However, yours has expired thus ending any obligation EdgeStar has to repair the unit at no cost. We would love to offer you a 5% discount on a replacement item or any additional parts that may be needed to repair the item.
The customer called on 6/13/16 and stated that the unit was blowing cold air, however the unit is in a camper and it is not able to keep the camper cold. The unit is working as designed. Campers do not have the same insulation as a home. The customer was concerned that this unit had plenty of BTU...
for the square footage, but did not understand that a camper, due to poor insulation, gets hot and will take more effort to keep it cool. The unit has is not failing, therefore the online retailer chose to offer a return with a restocking fee to cover the original shipping and depreciated value of the unit since it can no longer be sold as brand new. The online retailer in this instance is owned by the same parent company, but is not the same company as EdgeStar. When [redacted] was trying to communicate with the customer, they were interrupting and being abusive rather than listening to an explanation of how the unit works. [redacted] asked the customer to stop interrupting several times and finally stated that he would end the call of he was not going to be able to speak. The manufacturer and the retailer cannot offer any more than we already have. The unit works as designed and the customer ordered this online without verifying that it would be suitable for their application. This is why this has been determined to be a "Buyers Remorse" situation. If the customer has decided that the unit is not blowing cold air even though they originally stated that it was, EdgeStar would be more than happy to inspect the unit. This unit should have a temperature difference of 15-25 degrees between the back intake of the unit and the front output vent. We have all the necessary thermometers in our warehouse location to perform this inspection. We would require the customer to ship it in to our warehouse for inspection. If the unit is in fact blowing cold, we would also require the customer to pay for shipping back to them, or we would contact the online retailer to refund them their money minus a 15% restocking fee.
This unit is still covered under the manufacturers warranty. We do not require the customer to pay for return shipping on this unit. We sell hundreds of these units per week and this is not a common problem. We will gladly take care of the issue with the unit. The customer complaint is full of...
inaccurate statements such as "We fired the company that performs service on our units". We have not fired that company and still work very closely with them. However, they no longer use SEARS for their repairs, so our in field repair options are more limited. Also, that company is who dispatches repair technicians, we do not do this in house. We sent the replacement parts directly to the customer and they seemed to arrive just fine, so the address we have would appear to be correct. We were never informed of any issues outside of this. Also, this would be the second fan that failed on this unit. That being said, we would like to take a look at the unit in our facility. The customer is correct about having only 4 months left on the warranty, but we take great strides to verify that we repair the unit fully while it is in our facility. Our retail partners can also sell the customer a third part extended warranty for another month or so if the customer is truly worried about the longevity of the unit.
Complaint: [redacted]
I am rejecting this response because: I am fully cooperative with the company. Everything they have said is false. The outlet was not overloaded and my boyfriend who originally spoke to the company rep was very upfront about what had occurred. They were being rude when they asked me if I was really 'complaining' about the length of time this process was talking. And now they are lying about what actually happened. I do not want.to work with this company. As I have stated, the only resolution I eill.accept is a full refund of.the purchase price.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:I was told by a representative that they could have searched the order using the serial number if the company my friend bought it from would have submitted the proper paperwork saying that they sold the item my question your warranty department is punishing the consumer for lack of the company's responsibility to submit the proper paperwork if that's type of warranty department you want to have I'm not surprised by there were so many other comments on this website as well as mine
Regards,
[redacted]
We have offered an exchange on this unit. We asked her to help us with diagnosis. This unit was plugged into an overloaded power outlet. We are offering an exchange within the terms of the warranty. If the customer is unhappy with those terms, there is not much else we can do. It is perceived...
as being rude when giving information that the customer does not like to hear. It is unfortunate that the unit has failed, but our owners manual states that the unit NEEDS to be plugged in to it's own dedicated outlet to prevent these issues. The agents tried to explain that and were getting no cooperation. We stand by our offer to exchange the unit and will make note that the outlet is overloaded and if a similar failure occurs again, there may not be anything we can do for the customer.
Hello, At this time our call volume has tripled due to the heatwaves around the nation. We are unfortunately understaffed at the moment. Please allow us the next 24-48 hours to reach out to the customer. We are able to locate the order with the information provided below. Again we apologize for the issue. Regards, [redacted] LIVINGDIRECT | Sales Manager Direct: [redacted]1 |Fax: [redacted]| [redacted] | [redacted] | [redacted] | [redacted] | And More…
Mr. [redacted] -After carefully reviewing your case history. We would not be able to honor your request to replace the unit or refund you the 1299.99. I do show earlier today that you called in requesting these option and we advised you that you are outside of your 1 year manufacture warranty. Any...
request for refund or replacement need to be referred to [redacted]. You are currently a customer of the extended warranty company and they are currently working with you to resolve your current issue. Below is a copy of the manufacture warranty for you to review.WHAT IS COVERED:For a period of ONE (1) YEAR from the date of original retail purchase, EdgeStar will repair or replace any part free of charge including labor that fails due to a defect in materials or workmanship. Labor will be performed free of charge at an authorized EdgeStar repair facility and EdgeStar will supply new, rebuilt, orrefurbished parts free of charge. EdgeStar may request a defective part be returned in exchange for the replacement part. All replacement parts or products will be new, remanufactured, or refurbished. All products and parts replaced by EdgeStar under warranty service become the property of EdgeStar. Afterthe 12 month period, EdgeStar will no longer be responsible for labor charges incurred or replacement parts. All defective products andparts covered by this warranty will be repaired or replaced on a mail-in basis to an EdgeStar authorized repair facility. This warranty applies to the original purchaser only, and only covers defects in workmanship experienced during operation of the product under normal service, maintenance, and usage conditions. This warranty applies to the purchase and use of this product in residential settings within the United States of America. Exceptions: Commercial or Rental Use Warranty 90 days labor and parts from date of original purchase. No other warranty applies.Regards,[redacted]EdgeStar Technical Support Manager
It would seem as there is nothing we can do to help this customer. We have offered an exchange per the warranty. If that is not sufficient the customer can go ahead and sell the unit on Craigslist or throw it away.
Complaint: [redacted]
I am rejecting this response because: I absolutely do not trust this company. They can say what they want to about the unit if I ship it back. Again [redacted] refused to let me talk to anyone else. What kind of company does not have a manager to talk to. Is there only 1 person working for them? The only person who was speaking abusively was [redacted]. If you are in customer service you are supposed to listen to the customer - not continually speak over them and interrupt them. AGAIN - he would not let me talk to any one else!!!! How can you diagnose a problem hundreds of miles away? Obviously they deal with these kinds of calls often. I was actually excited to get the air conditioner and was so disappointed it did not work. Had [redacted] not been so rude to me I would have wanted a replacement - but now will NEVER buy from this company. As for it being in a camper, the camper is parked in the shade and it's been completely remodeled - has new insulation, new roof and resealed windows. It is half the size of what the air conditioner is rated for. That being said - the unit barely blows any cold air.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: This company clearly sold an inferior product, then tried to blame it on me(the customer), lied about what actually transpired, then as a resolution, said I could try to sell a broken AC unit on Craigslist? Or throw it away? I want it documented how this company does not.stand behind its product and had NO customer service department to talk to. I am not happy that I bought this product from this company and would not recommend to.anyone I know!!
Regards,
[redacted]
This unit was purchased as a Scratch and Dent unit by a third party buyer. On 5/25/16 the unit was purchased for $161.99 from [redacted]. A third party bought this unit from us, not the customer. That third party marked the item up and sold it on eBay. We sold the unit to the third party for...
$161.99. That third party is who received the refund of 161.99 from PayPal. When the third party placed the order, we have no way to tell what they charged their customer and for security reasons who was on the PayPal account. We can verify that the refund was processed to the purchasing PayPal account on 7/6/16. This customer did not purchase this from an authorized re-seller and this unit should not have had any warranty due to being a Scratch and Dent item. We did our best to help out a customer who spent $161.99 with us, unaware that there was a middle man. We have tried our best to help this customer. At this point, he needs to speak to the eBay seller who sold this item.
Mr [redacted] -After carefully reviewing your case historyWe would not be able to honor your request to replace the unit or refund you the I do show earlier today that you called in requesting these option and we advised you that you are outside of your year manufacture warrantyAny request for refund or replacement need to be referred to [redacted] ***You are currently a customer of the extended warranty company and they are currently working with you to resolve your current issueBelow is a copy of the manufacture warranty for you to review.WHAT IS COVERED:For a period of ONE (1) YEAR from the date of original retail purchase, EdgeStar will repair or replace any part free of charge including labor that fails due to a defect in materials or workmanshipLabor will be performed free of charge at an authorized EdgeStar repair facility and EdgeStar will supply new, rebuilt, orrefurbished parts free of chargeEdgeStar may request a defective part be returned in exchange for the replacement partAll replacement parts or products will be new, remanufactured, or refurbishedAll products and parts replaced by EdgeStar under warranty service become the property of EdgeStarAfterthe month period, EdgeStar will no longer be responsible for labor charges incurred or replacement partsAll defective products andparts covered by this warranty will be repaired or replaced on a mabasis to an EdgeStar authorized repair facilityThis warranty applies to the original purchaser only, and only covers defects in workmanship experienced during operation of the product under service, maintenance, and usage conditionsThis warranty applies to the purchase and use of this product in residential settings within the United States of America Exceptions: Commercial or Rental Use Warranty days labor and parts from date of original purchaseNo other warranty applies.Regards, [redacted] EdgeStar Technical Support Manager
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] I have been contacted, and am awaiting a replacement part which should rectify the problem. I will contact the Revdex.com when the situation is fixed.
I would like to start by offering a sincere apology to [redacted] for the problem he had with his purchase as well as the difficulty in reaching our warranty to request assistance. We have offered to exchange the unit for him and after speaking with him he’s chosen to decline that request...
since the unit is currently operating normally. This offer still stands and it has been notated on his account in case the symptoms return. With the unit being under warrant this is typically the route we would take after doing some basic troubleshooting. As for the wait times to speak with our team, we have hired additional agents to help assist with the call volume and once they finish training customer wait times will drop considerably.
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. The company needs to forward a label as soon as possible and expedite the shipping of the new one once the old one is received
Regards,
[redacted]
Hello, You are in communication with Edgestar.com. Our records do not show any replacement order being sent out to your location. If you have an arrangement with LivingDirect.com then I will ask that you communicate with them at 1-800-297-6076 Mon - Fri. I reviewed my last response and confirmed that the number I provided to the extended warranty company is correct. At this time I will ask that you reach out to them under their contract. We apologize we are unable to assist you under our program as the item is no longer has an active warranty. Rudy Edgestar.com
Complaint: [redacted]
I am rejecting this response because:As United Airlines recently discovered, there is a huge difference between being right and doing the right thing.Edgestar is right, my warranty only lasted for 12 months. However, I am not aware I was offered any extended warranty. If Edgestar had asked that I pay for the diagnosis but they would pay for the any necessary parts I would have accepted. For a part to fail approx 1 month outside of warranty and for Edgestar to not offer a replacement or any compromise whatsoever, is not "standing behind" their product. It is avoiding responsibility of selling a defective product and is insulting to us as a consumer.Sooo - I will amend my negative review on Amazon, publish a negative review on [redacted], write a letter to the CEO of Edgestar expressing my displeasure and tell anyone who is interested that Edgestar products are unreliable and the that they do not stand behind thier product. Publishing these negative reviews will almost certainly cost Edgestar at least one client. That loss of a client is far more expensive than absorbing repair cost on my unit. Regards,
[redacted]
I am really not sure why this story bounces around so much. It sounds like there were some issues with the original delivery of the unit. However, the time frame the customer gives does not match up with some of the names and the time in which the began working here. We have not denied any claims....
We simply ask the customer to perform maintenance, and in this case, the customer would not listen or work with us to understand that. There is only so much we can explain to a customer when they are raising their voice and interrupting.We tried our best on two separate phone calls and could not get the customer to calm down and work with our agent. All they did was demand that a technician come out and perform the maintenance that they need to perform. Unfortunately, like all products, this is not covered under the warranty and the customer would be responsible for this maintenance. This unit is operating within the specified temperature range. As our agent tried to work with the customer, the customer was interrupting and abusive. The agent (who sits right next to me) asked the customer multiple times to let him speak or he would have to end the call and move on. Since the customer would not allow for the agent to explain how the unit worked, we were unable to help the customer. Outside of this complaint, we have received multiple harassing phone calls, Facebook messages, etc. We would like ask the customer to stop harassing us. First, I would recommend, if the unit is just a few degrees above set temperature, to test the liquid temperature. The read out on the display is based off of air temperature which fluctuates up and down and is inaccurate if the door is being opened to read it. Second, if the liquid temperature is a couple of degrees warmer than the desired temperature, I would recommend unplugging the unit and defrosting for 48 hours. These units get built in, left in direct sunlight, etc. that all lead to frosting up issues. Even with the built in defrost system, we recommend a manual defrost every 3-6 months depending on the conditions the unit is kept in. I would say, based off of the customer concern, this is likely the cause of their issues. We will not pay a technician to come out and unplug the unit for the customer. Just like a car, there is some maintenance involved that the customer would be responsible for. I am more than willing to send a technician out to help the customer. However, if the unit is not failing, the customer will be billed $200 by the repair company for the visit. Maintenance would not be covered under the warranty, and if the customer would be willing to sign off on that, I will set a technician up to go out to the unit location and inspect the unit. Also, Coldstar is not a company. At least not ours.
Thank you for your reply. If you do not have any further information, I cannot look it up. Please have Revdex.com pursue this. They will close this since you cannot provide enough information for us to help you out.
Hello [redacted]EdgeStar does in fact stand behind our products. Your product, a [redacted], comes with a 1 year replacement parts, and 90 days repair labor warranty. Your unit was over 1 year outside of the warranty on the labor when you initially e-mailed in. At that time, our agent informed you that...
the best option on was to have the unit diagnosed. Here is a quote from the e-mail: "[redacted]The most likely problem that would cause the behavior you described is a failed circuit board, however we do recommend diagnosis by a qualified appliance technician before buying replacement parts, as they are non-refundable. We do have the replacement circuit boards in stock and they are $99. If you'd like to place the order, we can be reached at [redacted], M-F from 8:00 AM to 4:30 PM."At the time of purchase, you were given several different extended warranty options and declined to purchase one. Just like a car, or electronics, or any other appliance, there are moving parts that do sometimes fail. That is why warranties and extended warranties exist. However, yours has expired thus ending any obligation EdgeStar has to repair the unit at no cost. We would love to offer you a 5% discount on a replacement item or any additional parts that may be needed to repair the item.
The customer called on 6/13/16 and stated that the unit was blowing cold air, however the unit is in a camper and it is not able to keep the camper cold. The unit is working as designed. Campers do not have the same insulation as a home. The customer was concerned that this unit had plenty of BTU...
for the square footage, but did not understand that a camper, due to poor insulation, gets hot and will take more effort to keep it cool. The unit has is not failing, therefore the online retailer chose to offer a return with a restocking fee to cover the original shipping and depreciated value of the unit since it can no longer be sold as brand new. The online retailer in this instance is owned by the same parent company, but is not the same company as EdgeStar. When [redacted] was trying to communicate with the customer, they were interrupting and being abusive rather than listening to an explanation of how the unit works. [redacted] asked the customer to stop interrupting several times and finally stated that he would end the call of he was not going to be able to speak. The manufacturer and the retailer cannot offer any more than we already have. The unit works as designed and the customer ordered this online without verifying that it would be suitable for their application. This is why this has been determined to be a "Buyers Remorse" situation. If the customer has decided that the unit is not blowing cold air even though they originally stated that it was, EdgeStar would be more than happy to inspect the unit. This unit should have a temperature difference of 15-25 degrees between the back intake of the unit and the front output vent. We have all the necessary thermometers in our warehouse location to perform this inspection. We would require the customer to ship it in to our warehouse for inspection. If the unit is in fact blowing cold, we would also require the customer to pay for shipping back to them, or we would contact the online retailer to refund them their money minus a 15% restocking fee.
This unit is still covered under the manufacturers warranty. We do not require the customer to pay for return shipping on this unit. We sell hundreds of these units per week and this is not a common problem. We will gladly take care of the issue with the unit. The customer complaint is full of...
inaccurate statements such as "We fired the company that performs service on our units". We have not fired that company and still work very closely with them. However, they no longer use SEARS for their repairs, so our in field repair options are more limited. Also, that company is who dispatches repair technicians, we do not do this in house. We sent the replacement parts directly to the customer and they seemed to arrive just fine, so the address we have would appear to be correct. We were never informed of any issues outside of this. Also, this would be the second fan that failed on this unit. That being said, we would like to take a look at the unit in our facility. The customer is correct about having only 4 months left on the warranty, but we take great strides to verify that we repair the unit fully while it is in our facility. Our retail partners can also sell the customer a third part extended warranty for another month or so if the customer is truly worried about the longevity of the unit.
Complaint: [redacted]
I am rejecting this response because: I am fully cooperative with the company. Everything they have said is false. The outlet was not overloaded and my boyfriend who originally spoke to the company rep was very upfront about what had occurred. They were being rude when they asked me if I was really 'complaining' about the length of time this process was talking. And now they are lying about what actually happened. I do not want.to work with this company. As I have stated, the only resolution I eill.accept is a full refund of.the purchase price.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:I was told by a representative that they could have searched the order using the serial number if the company my friend bought it from would have submitted the proper paperwork saying that they sold the item my question your warranty department is punishing the consumer for lack of the company's responsibility to submit the proper paperwork if that's type of warranty department you want to have I'm not surprised by there were so many other comments on this website as well as mine
Regards,
[redacted]
We have offered an exchange on this unit. We asked her to help us with diagnosis. This unit was plugged into an overloaded power outlet. We are offering an exchange within the terms of the warranty. If the customer is unhappy with those terms, there is not much else we can do. It is perceived...
as being rude when giving information that the customer does not like to hear. It is unfortunate that the unit has failed, but our owners manual states that the unit NEEDS to be plugged in to it's own dedicated outlet to prevent these issues. The agents tried to explain that and were getting no cooperation. We stand by our offer to exchange the unit and will make note that the outlet is overloaded and if a similar failure occurs again, there may not be anything we can do for the customer.
Hello, At this time our call volume has tripled due to the heatwaves around the nation. We are unfortunately understaffed at the moment. Please allow us the next 24-48 hours to reach out to the customer. We are able to locate the order with the information provided below. Again we apologize for the issue. Regards, [redacted] LIVINGDIRECT | Sales Manager Direct: [redacted]1 |Fax: [redacted]| [redacted] | [redacted] | [redacted] | [redacted] | And More…
Mr. [redacted] -After carefully reviewing your case history. We would not be able to honor your request to replace the unit or refund you the 1299.99. I do show earlier today that you called in requesting these option and we advised you that you are outside of your 1 year manufacture warranty. Any...
request for refund or replacement need to be referred to [redacted]. You are currently a customer of the extended warranty company and they are currently working with you to resolve your current issue. Below is a copy of the manufacture warranty for you to review.WHAT IS COVERED:For a period of ONE (1) YEAR from the date of original retail purchase, EdgeStar will repair or replace any part free of charge including labor that fails due to a defect in materials or workmanship. Labor will be performed free of charge at an authorized EdgeStar repair facility and EdgeStar will supply new, rebuilt, orrefurbished parts free of charge. EdgeStar may request a defective part be returned in exchange for the replacement part. All replacement parts or products will be new, remanufactured, or refurbished. All products and parts replaced by EdgeStar under warranty service become the property of EdgeStar. Afterthe 12 month period, EdgeStar will no longer be responsible for labor charges incurred or replacement parts. All defective products andparts covered by this warranty will be repaired or replaced on a mail-in basis to an EdgeStar authorized repair facility. This warranty applies to the original purchaser only, and only covers defects in workmanship experienced during operation of the product under normal service, maintenance, and usage conditions. This warranty applies to the purchase and use of this product in residential settings within the United States of America. Exceptions: Commercial or Rental Use Warranty 90 days labor and parts from date of original purchase. No other warranty applies.Regards,[redacted]EdgeStar Technical Support Manager
It would seem as there is nothing we can do to help this customer. We have offered an exchange per the warranty. If that is not sufficient the customer can go ahead and sell the unit on Craigslist or throw it away.
Complaint: [redacted]
I am rejecting this response because: I absolutely do not trust this company. They can say what they want to about the unit if I ship it back. Again [redacted] refused to let me talk to anyone else. What kind of company does not have a manager to talk to. Is there only 1 person working for them? The only person who was speaking abusively was [redacted]. If you are in customer service you are supposed to listen to the customer - not continually speak over them and interrupt them. AGAIN - he would not let me talk to any one else!!!! How can you diagnose a problem hundreds of miles away? Obviously they deal with these kinds of calls often. I was actually excited to get the air conditioner and was so disappointed it did not work. Had [redacted] not been so rude to me I would have wanted a replacement - but now will NEVER buy from this company. As for it being in a camper, the camper is parked in the shade and it's been completely remodeled - has new insulation, new roof and resealed windows. It is half the size of what the air conditioner is rated for. That being said - the unit barely blows any cold air.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: This company clearly sold an inferior product, then tried to blame it on me(the customer), lied about what actually transpired, then as a resolution, said I could try to sell a broken AC unit on Craigslist? Or throw it away? I want it documented how this company does not.stand behind its product and had NO customer service department to talk to. I am not happy that I bought this product from this company and would not recommend to.anyone I know!!
Regards,
[redacted]
This unit was purchased as a Scratch and Dent unit by a third party buyer. On 5/25/16 the unit was purchased for $161.99 from [redacted]. A third party bought this unit from us, not the customer. That third party marked the item up and sold it on eBay. We sold the unit to the third party for...
$161.99. That third party is who received the refund of 161.99 from PayPal. When the third party placed the order, we have no way to tell what they charged their customer and for security reasons who was on the PayPal account. We can verify that the refund was processed to the purchasing PayPal account on 7/6/16. This customer did not purchase this from an authorized re-seller and this unit should not have had any warranty due to being a Scratch and Dent item. We did our best to help out a customer who spent $161.99 with us, unaware that there was a middle man. We have tried our best to help this customer. At this point, he needs to speak to the eBay seller who sold this item.