Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Although the company has offered me a full refund for my purchase, I do not accept their offer because they seek to end our dispute on the condition that I admit the fault is entirely my ownThe first half of the response is irrelevant to my complaint; it discusses a past issue that has already been resolvedI appreciate the company’s efforts in resolving the moisture level and other issuesHowever, is it unreasonable to request a rice cooker that keeps your rice warm as it rests? I admit that my standards were high, but if a customer complains about having to eat cold, hardened rice, then I expect a certain level of concernInstead, I felt like I was being treated like a liar and an invaluable customerJust because I am the only one making these complaints does not automatically mean my complaints are unreasonable and falseBeyond the faults of the rice cooker, I was more upset by how the company handled the situationThe company demonstrates their lack of respect for customers in their slanderous response letter displayedI am thankful for the efforts made thus far in helping me resolve my complaintsHowever, I will only accept the refund when the company apologizes for their own wrongdoings and is able to believe that I did not cause the situation to escalate to this level on my own
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
left; background: whitesmoke;"> I believe customer satisfaction should be the top priority of any business. But to what degree a business eats up the loss is a valid question to ask as a business owner. I don’t believe a customer can ask for a refund anytime he wants, just because he bought a pricey item, especially when the refund period is over. Pressure rice cookers have a limit in controlling moisture inside the pot while in “keep warm” mode. The moisture inside the pot naturally turns into water, and it is scientifically right. It wouldn’t make much sense if one makes a complaint about much moisture when he walks into a sauna room. The manufacturer has the world best technology to keep the water at minimal level in “keep warm” mode so that cooked rice stays tasty for a limited time, preferably within 12 hours after cook is done. I acknowledge there are some cases customers complain about much water on the oven cover that could make cooked rice taste not as good as it should. We have trained professional repair staff to deal with such kind of problem. The normal procedure is, firstly we adjust heat setting so that more moisture making contact with stainless steel oven cover dries up so that less water remains on the cover. This is what we did for him when he first visited our repair center and he saw and agreed the condition improved himself. Secondly we change the whole top cover and thirdly we change the PCB that operates a pressure rice cooker. So far we had no complaints from anyone after fixing the water related issue using these methods except [redacted]. We did all of these three for him, but [redacted] was not happy about the result because he still sees a bit of water on the stainless oven cover. He insists that there should be no water on the oven cover which is scientifically impossible. We even consulted the manufacturer and they replied us it’s normal and acceptable. Thus we notified [redacted] of the answer we got from the manufacturer, and asked him kindly to wipe any remaining water around the stainless cover and a cover packing. He refused to take it as an answer to what he sees as a problem. We don’t understand why it’s not acceptable for him while to everyone else it is. Anyway [redacted] ended up getting a replacement rice cooker from us after escalating the matter to a headquarter level. Shortly after, unsurprisingly he came up with another complaint. This time we couldn’t have reasonable conversation with [redacted] because he told us he couldn’t trust our workmanship, and he wanted to send it to another repair center in LA for a fair inspection. [redacted] stated the rice cooker doesn’t keep rice warm, but after a long period of testing LA repair staff concluded there is nothing wrong with the cooker. We explained the test result to [redacted] and he just hung up on us and he sought another way of resolving his matter. After dealing with probably the toughest customer anyone can imagine, we just feel like we have to question about his shopping history with anyone else. A salesperson informed us of his attempt to get an extra gift from the store in compensation for what he claims to be a faulty rice cooker. In conclusion we still want to honor customer’s claim even though we don’t believe there is nothing wrong with his rice cooker. [redacted] may go to the store and get a refund on one condition that he doesn’t buy our cooker anymore as it seems fair for us to believe he may not be satisfied with the product again regardless of super quality. Sincerely,
I do not accept the refund without an apology for publicly slandering my name. I am the victimized customer who purchased a faulty product from a company whose name I trusted, yet why am I being humiliated for my actions? If you cannot satisfy my request with a full refund and an apology, I will have to take matters further to investigation at court.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Although the company has offered me a full refund for my purchase, I do not accept their offer because they seek to end our dispute on the condition that I admit the fault is entirely my ownThe first half of the response is irrelevant to my complaint; it discusses a past issue that has already been resolvedI appreciate the company’s efforts in resolving the moisture level and other issuesHowever, is it unreasonable to request a rice cooker that keeps your rice warm as it rests? I admit that my standards were high, but if a customer complains about having to eat cold, hardened rice, then I expect a certain level of concernInstead, I felt like I was being treated like a liar and an invaluable customerJust because I am the only one making these complaints does not automatically mean my complaints are unreasonable and falseBeyond the faults of the rice cooker, I was more upset by how the company handled the situationThe company demonstrates their lack of respect for customers in their slanderous response letter displayedI am thankful for the efforts made thus far in helping me resolve my complaintsHowever, I will only accept the refund when the company apologizes for their own wrongdoings and is able to believe that I did not cause the situation to escalate to this level on my own
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
left; background: whitesmoke;"> I believe customer satisfaction should be the top priority of any business. But to what degree a business eats up the loss is a valid question to ask as a business owner. I don’t believe a customer can ask for a refund anytime he wants, just because he bought a pricey item, especially when the refund period is over. Pressure rice cookers have a limit in controlling moisture inside the pot while in “keep warm” mode. The moisture inside the pot naturally turns into water, and it is scientifically right. It wouldn’t make much sense if one makes a complaint about much moisture when he walks into a sauna room. The manufacturer has the world best technology to keep the water at minimal level in “keep warm” mode so that cooked rice stays tasty for a limited time, preferably within 12 hours after cook is done. I acknowledge there are some cases customers complain about much water on the oven cover that could make cooked rice taste not as good as it should. We have trained professional repair staff to deal with such kind of problem. The normal procedure is, firstly we adjust heat setting so that more moisture making contact with stainless steel oven cover dries up so that less water remains on the cover. This is what we did for him when he first visited our repair center and he saw and agreed the condition improved himself. Secondly we change the whole top cover and thirdly we change the PCB that operates a pressure rice cooker. So far we had no complaints from anyone after fixing the water related issue using these methods except [redacted]. We did all of these three for him, but [redacted] was not happy about the result because he still sees a bit of water on the stainless oven cover. He insists that there should be no water on the oven cover which is scientifically impossible. We even consulted the manufacturer and they replied us it’s normal and acceptable. Thus we notified [redacted] of the answer we got from the manufacturer, and asked him kindly to wipe any remaining water around the stainless cover and a cover packing. He refused to take it as an answer to what he sees as a problem. We don’t understand why it’s not acceptable for him while to everyone else it is. Anyway [redacted] ended up getting a replacement rice cooker from us after escalating the matter to a headquarter level. Shortly after, unsurprisingly he came up with another complaint. This time we couldn’t have reasonable conversation with [redacted] because he told us he couldn’t trust our workmanship, and he wanted to send it to another repair center in LA for a fair inspection. [redacted] stated the rice cooker doesn’t keep rice warm, but after a long period of testing LA repair staff concluded there is nothing wrong with the cooker. We explained the test result to [redacted] and he just hung up on us and he sought another way of resolving his matter. After dealing with probably the toughest customer anyone can imagine, we just feel like we have to question about his shopping history with anyone else. A salesperson informed us of his attempt to get an extra gift from the store in compensation for what he claims to be a faulty rice cooker. In conclusion we still want to honor customer’s claim even though we don’t believe there is nothing wrong with his rice cooker. [redacted] may go to the store and get a refund on one condition that he doesn’t buy our cooker anymore as it seems fair for us to believe he may not be satisfied with the product again regardless of super quality. Sincerely,
I do not accept the refund without an apology for publicly slandering my name. I am the victimized customer who purchased a faulty product from a company whose name I trusted, yet why am I being humiliated for my actions? If you cannot satisfy my request with a full refund and an apology, I will have to take matters further to investigation at court.