Peerless Premier Appliance Co

We tried to contact Ms*** by phone but the number has been disconnected We sent an email and asked her to call or respond with a number that we can reach out to her and get her range problem corrected.Customer service is very important to us

Initial Business Response / [redacted] (1000, 5, 2016/02/03) */ Contact Name and Title: [redacted] ***-Parts Manager Contact Phone: XXX-XXX-XXXX x [redacted] Contact Email: ***@premierrange.com The actual postage on the box was only part of the shipping and handlingThese "handling" fees were not excessive, and the customer was told of them at the time of the orderThese items were shipped to the Virgin Islands, so needed to have extra packaging to insure they would arrive safelyWe will not offer a refund

We have left a telephone message with the customer that since the range is still in the first year manufacturer's warranty we want to send service again to see if the problem can be resolved This will be no charge to the customer Parts will be sent directly to the service company

We are sending the parts to the service company today, and will attempt to follow through with the repair as per our warranty We will ship Next Day Air to help speed up the process

The photos of the model and serial number were received by our service department this morning 3/6/and we have sent the correct wiring diagram to this customer. The problem was that the customer kept saying it was a GE range. We did not want to send the incorrect information as it
would further confuse the customer and if wired incorrectly could pose a shock hazard. Furthermore, he has a the wrong part for his range. The correct thermostat for his model is ***, and he has a ***. They do not substitute

This has been resolved to my satisfactionThe business has worked very hard to take of the issues

We tried to contact Ms. [redacted] by phone but the number has been disconnected.  We sent an email and asked her to call or respond with a number that we can reach out to her and get her range problem corrected.Customer service is very important to us.

Complaint: [redacted]
I am rejecting this response because:
I did receive a response from the company.  First I only said the wrong model number once in the second phone call I had with the company, the first phone call I did not have any model number, after that I had the correct model number which is [redacted].  When I called back for the third phone conversation and told them the number, they said they did not have that model number either with a little chuckle.  Well the 7th digit is the letter O, not a zero, but I believe they know the correct number but were messing with me, the chuckle as they said they did not have the model number.  I tried calling all day Thursday and Friday and finally at the end of the day the receptionist told me that they had responded to be via email and I should check that.  I checked they email and they requested the serial number.  I emailed the picture of the model and serial number to them, but it was late on Friday. I did get a response from them this morning and I think they are trying to resolve the issue.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
We do not have faith that this fix will last, the last "new" parts stayed fixed one day, the next day an igniter on one burner stopped working. That's three break downs. We want a truck Sent out to pick up the stove. Three breakdowns, three strikes your out.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2016/02/03) */
Contact Name and Title: [redacted]-Parts Manager
Contact Phone: XXX-XXX-XXXX x **
Contact Email: [redacted]@premierrange.com
The actual postage on the box was only part of the shipping and handling. These "handling" fees were not excessive, and the...

customer was told of them at the time of the order. These items were shipped to the Virgin Islands, so needed to have extra packaging to insure they would arrive safely. We will not offer a refund.

We are sending the parts to the service company today, and will attempt to follow through with the repair as per our warranty.  We will ship Next Day Air to help speed up the process.

Initial Business Response /* (1000, 7, 2015/10/20) */
Contact Name and Title: [redacted], service M
Contact Phone: XXX-XXX-XXXX [redacted]
Contact Email: [redacted]@premierrange.com
We have contacted the [redacted] and have sent them the part that will correct the problem. The...

consumer has been notified and will be contacted 10-15 minutes prior to arrival by the servicer on 10/21 or 10/22, per customer request. The service company is to notify Peerless-Premier upon completion of the repair

We have left a telephone message with the customer that since the range is still in the first year manufacturer's warranty we want to send service again to see if the problem can be resolved.  This will be no charge to the customer.  Parts will be sent directly to the service...

company.

Complaint: [redacted]
I am rejecting this response because: We have no confidence that this fix that they will do will work because the first new parts didn't work. Also a day after I sent the complaint to you , one of the burner igniters stopped working. My Kitchen Aid in my house has worked for 20years with nothing going wrong and this stove/oven has three breakdowns already. This morning I called [redacted] and filed a dispute against Peerless  Premier because of lack off response, before they called and left a message.. We have no faith in this manufacturer and we still want a truck to come and get the stove and pick it up. They should realize that the time frame and breakdowns are totally unacceptable and do as we ask.
Sincerely,
[redacted]