Quality Electronic And Appliance Service

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: [Your Answer Here: Responding to message from the business, forwarded to me on 115: [redacted] actually called me on my cell phone on or about November **, to schedule the initial appointment According to the business website ***, [redacted] is identified as the business *** [redacted] also told my husband on the phone that [redacted] is the ***'s wife, I was under the strong impression again, that the [redacted] being referred to is [redacted] I don't think the unit works Quality's technician advised that it was best not to take a chance on using it Guests in my home have related that the sound is so troubling that it could indicate the unit might be dangerous; in other words, it's questionable as to being safe or unsafe to use Once again, the appointment might have been suggested to [redacted] but it was confirmed by [redacted] on the phone to me She did telephone me, I have the cell phone records to support that this call was made to me on the above date so I'm not understanding why she denies the call [redacted] at no time told me that they had to make an exception to accept the date of closing on my home as the correct date to begin the warranty period, and I in fact questioned [redacted] employees as to the nature of the demand by Quality [redacted] representatives assured me that because these were purchased by a builder in the construction of a new home, the serial numbers and closing date were the only requirements Additionally, they offered to and were very nice to register the warranties for all of the new [redacted] appliances in my house, and I did not have to produce any further paperwork Again, I did not request an exception to their policy, and they never indicated it was outside of their protocol to register the warranties based on the above information In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

The business has responded Please see below:I have responded to each paragraph of the customers complain individually: The appointment was not scheduled with the ***'s it was scheduled with *** at *** ***The *** is *** *** *** is an officer of the company
The unit is working and has always workedHowever, it does make a noise*** did not schedule an appointment*** *** scheduled the appointment on Friday November 11/***for service on Monday November **, with ***(an exception was made to overbook because these were "demanding" customers*** confirmed the appointment and advised a BOS was needed as per *** warranty guidelinesAt no point was there any rudeness, at least on the part of the service center*** warranty guidelines state that a customer must retain a copy of the purchase receipt in order to obtain warranty serviceThe customer should refer to page of her ***’s manual*** made an exception AFTER the customer called in to themI have included a copy of the warranty terms for the customer’s referenceThe date of service was 11/**/2014, parts were ordered 11/**/and were received on 12/**/That is weeks not Installation took place on 12/**/That is days not a weekOur technicians are authorized service providers for ***/*** along with various other manufacturersWhen a customer questions the quality of a ***/*** product they are instructed to advise the customer that they are currently representing ***/*** and can not commentAs far as “admitting” he works for Quality, why would that be a question? It is very obvious who he is employed byThe appointment was made by Quality, the technician arrived in a truck with Quality Electronic and Appliance Service, the phone number, and the website, written all over it, and he entered the home in a jacket the said Quality Electronic and Appliance ServiceAfter installing the blower the technician advised the customer that the power cord was too shortIn order to test the unit further he would need to be able to get behind it while it was still plugged in and runningDue to the fact that the unit would not come out far enough without unplugging, he advised the customer that the contractor would need to lengthen the power source for any further repair*** *** was standing on top of them the entire repair and began asking questions about the installation and contracting work(the contractor has had multiple problems with this customer as well) In answering her questions he referred to his brother that does contracting workAt no point did he tell her to “build a new house” and use his brother, unless of course she is planning on moving to South Carolina because that is where his business is locatedSee above noteThe power cord was too short for any further diagnosesThe customer called her contractor and put the technician on the phone with him so he could explain what needed to be doneHe advised the customer if it was not done he would not be able to repair the unitHe also advised her that he would call *** technical assistance and apprise them of the situation to see if he could get an exchange unit for her(Please note: the customer admittedly watched the technician’s un-install and re-install the unit and but made no mention of damage) *** *** was never more than feet from the technicians the entire time they were thereIf damage had occurred it should have been noted and an incident form would have been filled out on the spotWe were not notified of any supposed damage until the following morning 12/**/when *** *** called and spoke with ***That was a Friday and he was advised that he would receive a call backHe called a few hours later and spoke to ***He was also advised at that time that when the technicians were back from the daily service calls, they would be asked about any possible damageAt that time *** *** said “Why do you need to talk to him? He probably does not even remember doing it.” He then called again on Monday morning 12/**/2014, spoke to *** and threatened herHe then called back a few hours later, by this time *** had spoken to the tech*** *** was advised that the oven would be exchanged and there was nothing we could do about the r efrigerator, because our tech did not damage itFrom the time the damage was reported to the time *** *** was given an answer was business days, not even close to a week as stated in this letterCabinet damage has never been mentioned until this complaintWhen responding to a complaint we verify all documentation we have in place, including all conversations, and speaking to all the parties involvedThe letter was signed for the day before the company closed for Christmas and New YearsA letter was sent to the Revdex.com prior to the response being sent out*** contacted us on 12/**/and asked us what we would charge to the exchange unit for *** and *** ***They were told that we couldn’t get paid enough to go back to this customer in light of the experience we have had with themWe also asked them to mark the file as a Do Not Service, assign to another service centerIn case an appliance breaks down in the future and *** tries to assign the call to usAs part of our contract with *** we carry liability insuranceIn order for that insurance to cover, the damage must have been caused by our technicianSince our technician did not damage this unit there is nothing to turn inTechnician’s carry a damage report form with them to customer’s homesThe technician has advised us that no damage occurred and because *** *** was never more than a few feet from them and yet did not point out damage to them, there is nothing that can be doneTo reiterate above, the customer did not have the unit is a serviceable positionUninstalling and reinstalling the unit is not the responsibility of the technicianWe would have been within our rights to charge the customer for that service, however, we did not(see page of the ***’s manual) At no time was anyone in this office rude to *** or *** ***, the situation was really quite the oppositeAfter investigation we have found this has been the case with multiple companies’ the ***’s have done business withThe refrigerator appears to have already been exchanged once by *** *** due to claimed “damage”If an employee damages a customer’s unit it is promptly repaired or replaced via our insuranceWhile it does not happen often, we are all human and it can happenThis is NOT the case hereStatement to Desired Settlement: In light of the fact that our technicians did not damage this unit, we can not replace itWe have been successfully in business for more than yearsWe are never rude to customers and go out of our way to satisfy themThe technician did not have to arrange for *** *** to get a new oven, he could have simply said, “Call us when the contractor has corrected the access to the power source.” He did not have to un-install and re-install the unit to attempt to service, but he was nice enough to do soWe could have charged her for that service but we were nice enough not toHowever, every once in awhile you get a customer that can not be satisfied, we accept thatWe are not in the business of selling appliances and therefore have no use for her refrigeratorI will not speculate as to what happened to the refrigerator but it was not a technician of ours that caused damage to itWe notified *** early on in this process that we refused to service this customer in the futureThe customer’s statement contains several discrepancies, information and embellishments

Revdex.com:  I have not heard from the business that is the subject of this complaint.  Interestingly, another provider of sales, installation and repair of major appliances - a business also located in our same county, has been provided with a new replacement wall oven by the manufacturer.  A few days ago, on 2/**/15, the other provider came to my home with a brand new double wall oven from [redacted].  While Quality Electronic's technicians had a very difficult time re-installing the damaged oven, during which they scratched my refrigerator - the new service provider had no trouble at all.  I asked if the electrical cord was too short or the cabinet cut incorrectly, complaints of Quality's technicians, but they stated the electrical connection and cabinet were correct and it is a little tricky to install these ovens.  They were courteous, professional, did an excellent job and did not do any further damage to my home.  I'm not a difficult consumer as was suggested by Quality's initial response, I tip well and am usually pretty easy to get along with.  I just expected a professional job, which is what occurred on February ** by a different company.  All of Quality's denials and blaming me for their shortcomings was uncalled for.  The new company have a husband and wife that own and work there.  They both speak with customers on the phone.  There is transparency of [redacted]ship and courtesy to customers.  From my first call from them, to the one on 2/* informing me that my oven was here, to the 2/** follow-up in which I thanked them for their excellent service - there are still companies out there that are dedicated to customer service and outstanding performance.   I did not hear from Quality Electronics and now I have a scratched, damaged refrigerator in my new home that they refuse to take responsibility for, VERY disappointing.  [redacted] also deserves high marks for standing behind a product this well at the end, by completely replacing it with a new one.  But Quality Electronics did not do the right thing from the beginning, and their only defense was to blame us.At this time, I have not been contacted by Quality Electronic And Appliance Service regarding complaint ID [redacted].Sincerely,[redacted]

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:

[Your Answer Here:  Responding to message from the business, forwarded to me on 1/**/15:  1.  [redacted] actually called me on my cell phone on or about November **, 2014 to schedule the initial appointment.2.  According to the business website [redacted] is identified as the business [redacted].  [redacted] also told my husband on the phone that [redacted] is the [redacted]'s wife, I was under the strong impression again, that the [redacted] being referred to is [redacted].3.  I don't think the unit works.  Quality's technician advised that it was best not to take a chance on using it.  Guests in my home have related that the sound is so troubling that it could indicate the unit might be dangerous;  in other words, it's questionable as to being safe or unsafe to use.4.  Once again, the appointment might have been suggested to [redacted] but it was confirmed by [redacted] on the phone to me.  She did telephone me, I have the cell phone records to support that this call was made to me on the above date so I'm not understanding why she denies the call.5.  [redacted] at no time told me that they had to make an exception to accept the date of closing on my home as the correct date to begin the warranty period, and I in fact questioned [redacted] employees as to the nature of the demand by Quality.  [redacted] representatives assured me that because these were purchased by a builder in the construction of a new home, the serial numbers and closing date were the only requirements.  Additionally, they offered to and were very nice to register the warranties for all of the new [redacted] appliances in my house, and I did not have to produce any further paperwork.  Again, I did not request an exception to their policy, and they never indicated it was outside of their normal protocol to register the warranties based on the above information.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Review: After numerous calls, I finally got a repairman to come to my home and check why my refrigerator wasn't working. He claims he needed to order a part. I had to wait for two weeks for the part and the service man to come back. He installed the part last Friday and told me that my refrigerator will work in 24 hours. After 48 hours, it still didn't work. I have a terminal illness and can't be home waiting for repairmen or be without a working refrigerator. I have an elderly mother and two small boys too. I had enough of the incompetence and decided on Sunday night to buy a new refrigerator online. The new refrigerator was to be delivered the following Tuesday morning. The next day, Monday, I called Quality and try to explain to the woman on the phone what occurred. She was not only rude, she was obnoxious. She talked over me and told me that the repairman [redacted] was going to call me back. [redacted] called me back in an hour and I explained what happened and that he had to come back that day to pick up the part that he installed so I can get credit. He said he couldn't come that day but will come today (Thursday) to haul out the refrigerator and we will talk about getting me my credit back. He claims he told me that he was coming over today to diagnose the refrigerator again and check why the new part didn't work. I never agreed to that. Why would I lie and have him trying to fix a refrigerator for 3 weeks and then go out and buy a new one if the old one was fixed. He called today and told me that he will have to come back next week to diagnose the refrigerator since I left the refrigerator outside my garage in the rain. First of all, I am not home. I am at work far away. My mom and my boys are home. I never agreed to diagnosing it again and wasting time again. I agreed to haul out the refrigerator and giving all or part credit for the part. I have exhausted myself talking to them. I am very ill. I called my bank to start the process of credit back my account for the whole mess. Thank you so much.Desired Settlement: I would like a complete refund of the part and service call. I would have settled for a partial credit but not anymore. The way I was treated over the phone is unforgivable. The time to repair the refrigerator was unbelievable. Thanks again.

Business

Response:

Ms. [redacted] called for service on a Kitchen Aid Refrigerator at 9:53am on Wednesday 08/**/2013. She was assigned to a technician; he arrived at her home at 4:00pm that same day. It was determined that the unit required replacement of the defrost pcb. The customer was advised of the cost of repair and that we did not have the part in stock. She made payment of $224.79 via a visa card at 4:22 pm.

The part was ordered the following day Thursday 08/**/2013. The unit is 11 years old; due to this the part was not in stock at the distributor. When we received the part we contacted Ms. [redacted] to set an appointment to complete the repair. Ms. [redacted] advised she would be available Saturday 08/**/2013 for a technician to install the part. From start to finish the process took 7 business days.

On Monday 08/**/2013, Ms. [redacted] contacted the office to say that the unit was not working. She was advised a technician would call her to arrange to come back to her home look at it. The technician returned her call shortly after, at that time she advised him that she had already purchased a new refrigerator on Sunday 08/**/2013 and that she wanted the part picked up and a refund. He advised her that he would need to diagnose the unit before any refund arrangements could be made. The unit may simply have had a loose connection or needed an adjustment. An appointment was scheduled for Thursday 08/**/2013.

When the technician called to confirm the appointment, Ms. [redacted] advised him that she was not home but at work. She also advised him that the unit was sitting outside in the rain. At that time he informed her that he could not tell what the problem if it was outside in the rain and that they would need to schedule for another day. She advised him that she has very limited availability, and we have not heard from her since.

It is unfortunate that Ms. [redacted] opted to go out and purchase a refrigerator less than 24 hours after the technician had installed the part. The better option would have been to call the emergency line, speak to a technician and the problem would most likely have been resolved that same weekend. However, we were not given that opportunity. While I can appreciate the frustration a broken appliance causes, 7 business days is not an unusual length of time for parts order and service completion, particularly on a unit that, as per its’ serial number ([redacted]), was manufactured in January of 2002. While it may have seemed like 3 weeks, as Ms. [redacted] states in her letter; scheduling, invoicing, and phone record time stamps indicate that was not the case.

In light of Ms. [redacted]’s current situation we would like to offer the following resolution:

Pick up of the old refrigerator and refund of all parts and labor, excluding the trip/diagnosis fee of 69.95 plus tax. Mrs. [redacted] paid $224.79, her refund would equal $149.16.

Review: I was initially contacted by [redacted], whom I was informed by another employee is the [redacted]'s wife. The [redacted] is [redacted]. I have a new home that had the appliances purchased by the builder and the additional costs were passed along through me and billed directly by the building contractor, [redacted]. The double wall oven is broken and never worked since we purchased the house on September **, 2014. When we moved in about 6 weeks later, we complained to the builder and he contacted his appliance provider, who in turn called Quality Electronics as the factory-authorized repair service. When [redacted] first called me, she scheduled an appointment in November 2014 during which time she stated that I would be required to have the purchase invoices for my defective appliance. After I explained that the purchases for new construction were made by the builder and I didn't have these invoices, she got very abrupt, rude, and nasty to me. I actually was extremely upset by the time I got hold of the manufacturer, [redacted], who assured me that the serial number and the date of my home closing were sufficient and I actually did not have to produce purchase invoices to Quality for them to come and repair my wall oven. When the technician came out, he heard a rattling noise and decided the cooling fan needed to be replaced. It took about 6 weeks for these parts to get obtained from the manufacturer and another week for the technician to come out which was on December **, 2014. Every time I tried to find out about my oven repair from Quality Electronics, I was treated with rude abrupt behavior by [redacted], I actually dreaded calling them on the phone. On 12/**/14 two technicians came to my home from Quality, and the one who was here before told me "I'm working for [redacted] right now" so when I questioned that, he admitted he actually is a Quality Electronics employee. He and a helper spent over an hour putting my wall oven in and out of the cabinet. He stated that my builder hadn't prepared the cabinet to the correct specifications, and he told me that I should build another house and call his brother (the technician's brother) who is a much better contractor and proceeded to inform me about the great projects his brother is working on. VERY unprofessional. The tech's had a lot of difficulty re-installing the wall oven. After they re-installed it, the rattling sound didn't resolve. At that point, the tech admitted he had made a mistake thinking it was the fan, for which I waited over a month, and that he was unable to repair the wall oven. This oven is next to my brand new [redacted] refrigerator, and as they were leaving my home, I noticed two deep scratches on the side of my refrigerator. The tech originally told me he'd probably move the fridge out of the way to do this repair, however they did not move it; they scratched up the side and also I realized afterwards, chipped a small piece of the cabinet the oven is installed in as well. My husband [redacted] called Quality immediately and spoke with [redacted] but every day for a week she said call back tomorrow. Finally, an employee [redacted] told [redacted] that their tech's did not damage my refrigerator and they weren't going to do anything about it. [redacted] has since ordered a new wall oven for me, which is on back-order and it may take months to replace. Had the tech not mis-diagnosed the problem I'd probably have my new one in place by now. We sent a certified letter dated 12/**/14 to [redacted] asking him to please do the right thing and replace or compensate us for the damaged refrigerator. This is an expensive refrigerator in a brand new home and it didn't have a scratch on it. [redacted] signed for our certified letter on 12/**/14 and has not responded. [redacted] told me that they have noted my complaint but all resolution has to come from the service provider, and that Quality Electronics was required to have liability insurance in order to do factory-authorized work. I have notified [redacted] of their rude, unprofessional conduct and also that thye damaged a brand new appliance in my home and they refuse to take responsibility. They didn't even know how to repair the oven or what was wrong with it, anyway, so in summary they are rude to consumers, don't know how to repair an appliance but pretend they know what to do, and then they do damage and the company doesn't stand behind its damaging workers.Desired Settlement: Although my badly scratched refrigerator is still working, it was brand new when Quality sent two technicians into my home and they have damaged it. The two deep scratches along the side panel, which are hideous, could have only come from large metal object scraping up against it. I asked [redacted] to please come to my home and review the damage but he hasn't responded. Ideally, I'd like my refrigerator to be replaced with a new one that isn't all scratched up by their technicians. They can get me a new refrigerator and they can have this one in trade, and perhaps sell it as a slightly used scratch-and-dent special because now it has been de-valued. And I don't think they should be so rude to consumers, I was quite upset about my first conversation with [redacted] and in fact I have informed [redacted] that if I require other warranty work in the future, I'd really feel better about them using a different factory-authorized service provider. I really want them to replace my damaged refrigerator, that would be the only fair resolution. It's all been a tremendously upsetting experience.

Business

Response:

The business has responded. Please see below:I have responded to each paragraph of the customers complain individually: 1. The appointment was not scheduled with the [redacted]'s it was scheduled with [redacted] at [redacted]. 2. The [redacted] is [redacted] is an officer of the company. 3. The unit is working and has always worked. However, it does make a noise. 4. [redacted] did not schedule an appointment. [redacted] scheduled the appointment on Friday November 11/[redacted]14 for service on Monday November **, 2014 with [redacted]. (an exception was made to overbook because these were "demanding" customers. [redacted] confirmed the appointment and advised a BOS was needed as per [redacted] warranty guidelines. At no point was there any rudeness, at least on the part of the service center. 5. [redacted] warranty guidelines state that a customer must retain a copy of the purchase receipt in order to obtain warranty service. The customer should refer to page 32 of her [redacted]’s manual. [redacted] made an exception AFTER the customer called in to them. I have included a copy of the warranty terms for the customer’s reference. 6. The date of service was 11/**/2014, parts were ordered 11/**/2014 and were received on 12/**/2014. That is 3 weeks not 6. Installation took place on 12/**/2014. That is 2 days not a week. 7. Our technicians are authorized service providers for [redacted] along with various other manufacturers. When a customer questions the quality of a [redacted] product they are instructed to advise the customer that they are currently representing [redacted] and can not comment. As far as “admitting” he works for Quality, why would that be a question? It is very obvious who he is employed by. The appointment was made by Quality, the technician arrived in a truck with Quality Electronic and Appliance Service, the phone number, and the website, written all over it, and he entered the home in a jacket the said Quality Electronic and Appliance Service. 8. After installing the blower the technician advised the customer that the power cord was too short. In order to test the unit further he would need to be able to get behind it while it was still plugged in and running. Due to the fact that the unit would not come out far enough without unplugging, he advised the customer that the contractor would need to lengthen the power source for any further repair. [redacted] was standing on top of them the entire repair and began asking questions about the installation and contracting work. (the contractor has had multiple problems with this customer as well) In answering her questions he referred to his brother that does contracting work. At no point did he tell her to “build a new house” and use his brother, unless of course she is planning on moving to South Carolina because that is where his business is located. 9. See above note. The power cord was too short for any further diagnoses. The customer called her contractor and put the technician on the phone with him so he could explain what needed to be done. He advised the customer if it was not done he would not be able to repair the unit. He also advised her that he would call [redacted] technical assistance and apprise them of the situation to see if he could get an exchange unit for her. (Please note: the customer admittedly watched the technician’s un-install and re-install the unit and but made no mention of damage) 10. [redacted] was never more than 2 feet from the technicians the entire time they were there. If damage had occurred it should have been noted and an incident form would have been filled out on the spot. We were not notified of any supposed damage until the following morning 12/**/2014 when [redacted] called and spoke with [redacted]. That was a Friday and he was advised that he would receive a call back. He called a few hours later and spoke to [redacted]. He was also advised at that time that when the technicians were back from the daily service calls, they would be asked about any possible damage. At that time [redacted] said “Why do you need to talk to him? He probably does not even remember doing it.” He then called again on Monday morning 12/**/2014, spoke to [redacted] and threatened her. He then called back a few hours later, by this time [redacted] had spoken to the tech. [redacted] was advised that the oven would be exchanged and there was nothing we could do about the r efrigerator, because our tech did not damage it. From the time the damage was reported to the time [redacted] was given an answer was 2 business days, not even close to a week as stated in this letter. Cabinet damage has never been mentioned until this complaint. 11. When responding to a complaint we verify all documentation we have in place, including all conversations, and speaking to all the parties involved. The letter was signed for the day before the company closed for Christmas and New Years. A letter was sent to the Revdex.com prior to the response being sent out. 12. [redacted] contacted us on 12/**/2014 and asked us what we would charge to the exchange unit for [redacted] and [redacted]. They were told that we couldn’t get paid enough to go back to this customer in light of the experience we have had with them. We also asked them to mark the file as a Do Not Service, assign to another service center. In case an appliance breaks down in the future and [redacted] tries to assign the call to us. As part of our contract with [redacted] we carry liability insurance. In order for that insurance to cover, the damage must have been caused by our technician. Since our technician did not damage this unit there is nothing to turn in. Technician’s carry a damage report form with them to customer’s homes. The technician has advised us that no damage occurred and because [redacted] was never more than a few feet from them and yet did not point out damage to them, there is nothing that can be done. 13. To reiterate above, the customer did not have the unit is a serviceable position. Uninstalling and reinstalling the unit is not the responsibility of the technician. We would have been within our rights to charge the customer for that service, however, we did not. (see page 32 of the [redacted]’s manual) At no time was anyone in this office rude to [redacted] or [redacted], the situation was really quite the opposite. After investigation we have found this has been the case with multiple companies’ the [redacted]’s have done business with. The refrigerator appears to have already been exchanged once by [redacted] due to claimed “damage”. If an employee damages a customer’s unit it is promptly repaired or replaced via our insurance. While it does not happen often, we are all human and it can happen. This is NOT the case here. Statement to Desired Settlement: In light of the fact that our technicians did not damage this unit, we can not replace it. We have been successfully in business for more than 30 years. We are never rude to customers and go out of our way to satisfy them. The technician did not have to arrange for [redacted] to get a new oven, he could have simply said, “Call us when the contractor has corrected the access to the power source.” He did not have to un-install and re-install the unit to attempt to service, but he was nice enough to do so. We could have charged her for that service but we were nice enough not to. However, every once in awhile you get a customer that can not be satisfied, we accept that. We are not in the business of selling appliances and therefore have no use for her refrigerator. I will not speculate as to what happened to the refrigerator but it was not a technician of ours that caused damage to it. We notified [redacted] early on in this process that we refused to service this customer in the future. The customer’s statement contains several discrepancies, false information and embellishments.

Consumer

Response:

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:

[Your Answer Here: Responding to message from the business, forwarded to me on 1/**/15: 1. [redacted] actually called me on my cell phone on or about November **, 2014 to schedule the initial appointment.2. According to the business website [redacted] is identified as the business [redacted] also told my husband on the phone that [redacted] is the [redacted]'s wife, I was under the strong impression again, that the [redacted] being referred to is [redacted].3. I don't think the unit works. Quality's technician advised that it was best not to take a chance on using it. Guests in my home have related that the sound is so troubling that it could indicate the unit might be dangerous; in other words, it's questionable as to being safe or unsafe to use.4. Once again, the appointment might have been suggested to [redacted] but it was confirmed by [redacted] on the phone to me. She did telephone me, I have the cell phone records to support that this call was made to me on the above date so I'm not understanding why she denies the call.5. [redacted] at no time told me that they had to make an exception to accept the date of closing on my home as the correct date to begin the warranty period, and I in fact questioned [redacted] employees as to the nature of the demand by Quality. [redacted] representatives assured me that because these were purchased by a builder in the construction of a new home, the serial numbers and closing date were the only requirements. Additionally, they offered to and were very nice to register the warranties for all of the new [redacted] appliances in my house, and I did not have to produce any further paperwork. Again, I did not request an exception to their policy, and they never indicated it was outside of their normal protocol to register the warranties based on the above information.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I have not heard from the business that is the subject of this complaint. Interestingly, another provider of sales, installation and repair of major appliances - a business also located in our same county, has been provided with a new replacement wall oven by the manufacturer. A few days ago, on 2/**/15, the other provider came to my home with a brand new double wall oven from [redacted]. While Quality Electronic's technicians had a very difficult time re-installing the damaged oven, during which they scratched my refrigerator - the new service provider had no trouble at all. I asked if the electrical cord was too short or the cabinet cut incorrectly, complaints of Quality's technicians, but they stated the electrical connection and cabinet were correct and it is a little tricky to install these ovens. They were courteous, professional, did an excellent job and did not do any further damage to my home. I'm not a difficult consumer as was suggested by Quality's initial response, I tip well and am usually pretty easy to get along with. I just expected a professional job, which is what occurred on February ** by a different company. All of Quality's denials and blaming me for their shortcomings was uncalled for. The new company have a husband and wife that own and work there. They both speak with customers on the phone. There is transparency of [redacted]ship and courtesy to customers. From my first call from them, to the one on 2/* informing me that my oven was here, to the 2/** follow-up in which I thanked them for their excellent service - there are still companies out there that are dedicated to customer service and outstanding performance. I did not hear from Quality Electronics and now I have a scratched, damaged refrigerator in my new home that they refuse to take responsibility for, VERY disappointing. [redacted] also deserves high marks for standing behind a product this well at the end, by completely replacing it with a new one. But Quality Electronics did not do the right thing from the beginning, and their only defense was to blame us.At this time, I have not been contacted by Quality Electronic And Appliance Service regarding complaint ID [redacted].Sincerely,[redacted]