Painting Ladies

There are two versions of this customers model DLC-10SThe difference is the type of plastic the bowls are made fromOne uses BPA free plastic and one does not and the bowl they purchased does not fit the lid they haveIn order for their machine to work they have to replace the lid they have and there machine will workThey do not have to return the partsAll they need to do is upgrade the lid to the [redacted] ***

We received a Kr [redacted] XP7245J4/70G (serial 4908) Kr [redacted] Espresso unit from [redacted] on The customer did not mail in a check as instructed for payment of the bench check fee, so the repair manager called the customer to obtain paymentOn 716, when we spoke to [redacted] and we were informed that a check would be mailed to Turnpike Appliance for the amount of $80, as payment for the bench check feeOn 816, a few weeks later, Mr [redacted] called the repair department at Turnpike ApplianceHe was very ***et and said that he refused to provide payment for the bench check feeHe demanded that we waive the bench check fee and perform the evaluation for freeThe repair manager, explained that we could not waive the bench check feeOur representatives instruct all of our customers about the bench fee prior, to a customer mailing in their unitWe ALWAYS direct the customer to our website [redacted] ) and request them to read and review the repair information provided under “REPAIR SERVICES”The customer then demanded that we ship his Kr [redacted] XP unit back to him at no chargeWe explained that we could not waive the $shipping fee The customer’s unit is out of warranty (the repair is NOT being covered by the manufacturer) , and payment was needed in order to pay the carrier, to ship the package backTurnpike Appliance is a service center for Kr***When ANY customer calls to inquire about mailing in their repairs, the customer service representatives who work in the repair department will instruct our customers to go to the website [redacted] , click on the repair tab (on the right hand side) to obtain instructions on where to mail in their repair, and any costs/fee associated with their repair We do this to ensure that all our repair customers have the correct information, our address, etcWe also want to ensure that any customers who have an XP or EA Kr [redacted] model are aware that there is an $bench check fee to evaluate their machineWe also clearly specify that this $fee is payable by check onlyThe link to the page on our website is: [redacted] We have performed MANY in and out of warranty repairs for Kr [redacted] in the years we have serviced their unitsThe manufacturer refers all their customers on the east coast to our facility to repair their Kr [redacted] XP and EA espresso unitsThere are only two service centers in the country (we are one of the two) who are authorized to repair these unitsThe manufacturer also ensures that their out-of-warranty customers are aware that there is an $bench check fee to evaluate these unitsOn average we see about 10-XP or EA models a week Clearly we must be conveying all the necessary fees, to our customers, otherwise there would be many unsatisfied customers, filing complaintsThis is simply a case of one particular customer perhaps being unhappy at the costs associated with the repair of his unit WE ARE SHIPPING THE CUSTOMER'S UNIT BACK TO HIM AT NO COSTTHE MANUFACTURER HAS PROVIDED A PRE-PAID SHIPPING LABEL .THE RETURN TRACKING# IS [redacted] , and the carrier is ***.Sincerely,Renata B***Customer Service Manager

Glass carafes for coffee maker in general is very fragile and is not an item that is covered under any warrantyIf the damage occurred during the shipping process, we would've replaced the product and filed a claim with the carrier it was shipped throughUnfortunately for this consumer the damaged happened during the cleaning of it and not during the shipping processWhile we certainly understand the frustration the customer is going through it sounds that the damage happened while cleaning the pot and not in the pots journey to themThese pots are not made in the U.SThey travel a very long distance to get to us and then to the end userIf it was a defect, damage should have occurred somewhere along the thousands or miles the carafe has traveled and not during a cleaning process unless it was mishandled.Sincerely, [redacted] ***

This customer mailed in a tea kettle for an in warranty repairThe manufacturer states that if the customer does not send in a letter outlining complaint and address then we are to use the address on the outside of the packageWe did not charge the customer $It is our understanding that the [redacted] store he used to mail in his kettle charged him $for storageThe customer is responsible to ensure all required information such as complainphone number and address and included with his repairWe did not receive this letter from the customer and used the address on the outside of the package

We will not be replacing this item at no charge to the consumerIf they wish to place a new order we will discount the item to them

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:
The merchant's position seems to be that their product is subject to shock and weakening while in transit to them from the manufacturer and is therefore susceptible to breakage as soon as the purchaser touches it. The law doesn't recognize such vulnerability as a defense under the Uniform Commercial Code. According to Section 2-of the Uniform Commercial Code: (1) Unless excluded or modified (*** ***), a warranty that the goods shall be merchantable is implied in a contract for their sale if the seller is a merchant with respect to goods of that kindUnder this section the serving for value of food or drink to be consumed either on the premises or elsewhere is a sale.(2) Goods to be merchantable must be at least such as(a) pass without objection in the trade under the contract description; and(b) in the case of fungible goods, are of fair average quality within the description; and(c) are fit for the ordinary purposes for which such goods are used; and(d) run, within the variations permitted by the agreement, of even kind, quality and quantity within each unit and among all units involved; and(e) are adequately contained, packaged, and labeled as the agreement may require; and(f) conform to the promises or affirmations of fact made on the container or label if any.(3) Unless excluded or modified (*** ***) other implied warranties may arise from course of dealing or usage of trade
The carafe was not fit for the ordinary purpose for which such goods are used (making coffee), nor was it adequately contained or packaged.
If the carafe is delivered to the customer on the verge of breaking, the merchant is responsible.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

We received a Kr[redacted] XP7245J4/70G (serial 4908) Kr[redacted] Espresso unit from [redacted] on 7/**/16. The customer did not mail in a check as instructed for payment of the bench check fee, so the repair manager called the customer to obtain payment. On 7/**/16, when we spoke to [redacted] and...

we were informed that a check would be mailed to Turnpike Appliance for the amount of $80, as payment for the bench check fee. On 8/**/16, a few weeks later, Mr. [redacted] called the repair department at Turnpike Appliance. He was very [redacted]et and said that he refused to provide payment for the bench check fee. He demanded that we waive the bench check fee and perform the evaluation for free. The repair manager, explained that we could not waive the bench check fee. Our representatives instruct all of our customers about the bench fee prior, to a customer mailing in their unit. We ALWAYS direct the customer to our website [redacted]) and request them to read and review the repair information provided under “REPAIR SERVICES”. The customer then demanded that we ship his Kr[redacted] XP unit back to him at no charge. We explained that we could not waive the $45 shipping fee.  The customer’s unit is out of warranty (the repair is NOT being covered by the manufacturer) , and payment was needed in order to pay the carrier, to ship the package back. Turnpike Appliance is a service center for Kr[redacted]. When ANY customer calls to inquire about mailing in their repairs, the customer service representatives who work in the repair department will instruct our customers to go to the website [redacted], click on the repair tab (on the right hand side) to obtain instructions on where to mail in their repair, and any costs/fee associated with their repair.  We do this to ensure that all our repair customers have the correct information, our address, etc. We also want to ensure that any customers who have an XP or EA Kr[redacted] model are aware that there is an $80 bench check fee to evaluate their machine. We also clearly specify that this $80 fee is payable by check only. The link to the page on our website is:[redacted] We have performed MANY in and out of warranty repairs for Kr[redacted] in the 20 years we have serviced their units. The manufacturer refers all their customers on the east coast to our facility to repair their Kr[redacted] XP and EA espresso units. There are only two service centers in the country (we are one of the two) who are authorized to repair these units. The manufacturer also ensures that their out-of-warranty customers are aware that there is an $80 bench check fee to evaluate these units. On average we see about 10-15 XP or EA models a week.  Clearly we must be conveying all the necessary fees, to our customers, otherwise there would be many unsatisfied customers, filing complaints. This is simply a case of one particular customer perhaps being unhappy at the costs  associated with the repair of his unit.  WE ARE SHIPPING THE CUSTOMER'S UNIT BACK TO HIM AT NO COST. THE MANUFACTURER HAS PROVIDED A PRE-PAID SHIPPING LABEL .THE  RETURN TRACKING# IS [redacted], and the carrier is [redacted].Sincerely,Renata B[redacted]Customer Service Manager

Glass carafes for coffee maker in general is very fragile and is not an item that is covered under any warranty. If the damage occurred during the shipping process, we would've replaced the product and filed a claim with the carrier it was shipped through. Unfortunately for this consumer the damaged...

happened during the cleaning of it and not during the shipping process. While we certainly understand the frustration the customer is going through it sounds that the damage happened while cleaning the pot and not in the pots journey to them. These pots are not made in the U.S. They travel a very long distance to get to us and then to the end user. If it was a defect, damage should have occurred somewhere along the thousands or miles the carafe has traveled and not during a cleaning process unless it was mishandled.Sincerely,[redacted]

Customer sent in hair straighter for repair.  The product was out of warranty and the manufacturer would not authorize replacement.  The appliance was over 2 years old and we quoted the customer a price of $130 for repair.  The customer declined to have the unit repaired.As a...

courtesy, we have shipped the product back to the customer at no charge, unrepaired under [redacted] tracking number [redacted] Tracking shows that the customer received the product on 01/**/2017.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

As stated in my original complaint, Turnpike knew my telephone number, the proof of which is that it appeared on the yellow slip of paper that was taped to the tea kettle. (I tried to attach a photo of it to this form a few minutes ago, but it was rejected by your software, requiring me to re-type my entire answer.) Turnpike could have phoned me when they were unable to find the paper I had enclosed in the package that contained all my contact information, but they did not. Nor did they call me to tell me that they were shipping the package to the [redacted] store. Nor did they write my phone number on the outside of the package so that [redacted] would be able to notify me when the package arrived there. When I spoke with Turnpike and expressed incredulity that they would know my name and phone number if they had not found the paper I had enclosed, they explained that the REF number (serial number) on the bottom of the tea kettle allowed them to retrieve the information from a database, where it had been entered by T-Fal, the manufacturer. That database would also reflect my address and e-mail address, as I had given all that information to T-Fal, and Turnpike could have easily made use of it to contact me. Turnpike was negligent in neither contacting me nor putting my phone number on the outside of the package, thus allowing [redacted] storage charges to accrue for 7 days. Had my phone number been placed on the outside of the package, [redacted] would have called me when the package arrived, and I would have had to pay $6 for one day rather than $42. (Turnpike was also negligent in allowing the piece of paper I had included to go missing, but my complaint is not contingent on that fact.)My wife, who is [redacted], remarked that if such a mistake were to happen in Japan, the manager would visit the customer at home to apologize and present the refund in person.Just as I was about to enter this reply, I received a phone call from a T-Fal representative to tell me that T-Fal will make good on my [redacted] storage charge, for which I am grateful. Obviously, T-Fal, unlike Turnpike, is concerned with protecting their good name. As a result of T-Fal's intervention, I want nothing more from Turnpike.Sincerely, [redacted]  
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

There are two versions of this customers model DLC-10S. The difference is the type of plastic the bowls are made from. One uses BPA free plastic and one does not and the bowl they purchased does not fit the lid they have. In order for their machine to work they have to replace the lid they have and...

there machine will work. They do not have to return the parts. All they need to do is upgrade the lid to the [redacted]

This customer mailed in a tea kettle for an in warranty repair. The manufacturer states that if the customer does not send in a letter outlining complaint and address then we are to use the address on the outside of the package. We did not charge the customer $42.00. It is our understanding that the...

[redacted] store he used to mail in his kettle charged him $42.00 for storage. The customer is responsible to ensure all required information such as complain. phone number and address and included with his repair. We did not receive this letter from the customer and used the address on the outside of the package.