In in response to the above case Please see attached copy of purchase and a copy of service parts that were purchased The customer purchased the lift chair December 24th, She had service on the purchase August 27th, This was at LFish expense She called in for service in April The outside service tech once again installed a new motor due to it was broken in half and a new mechanism This was done at LFish expenseThis work was completed on May 1, Per the outside service technician, the chair is working fine when he sits and tests it When Mr [redacted] tested in front of technician , he said it lifts and lowers much slower because Mr [redacted] is a large man.May of 2016, customer purchased a remote wand and paid for shipping A new motor was once again ordered which was still under warranty The outside service installed and Mrs [redacted] paid him the labor directly since labor is a mfg one warranty.Mrs [redacted] called in this year estimated around May or June that the chair was once again was stuck She was referred to the outside service company because the motor is now out of warranty Motors carry a year warranty in which her's expired December Mrs [redacted] has been dealing directly with the outside service company and not LFish Furniture I had the LFish Customer Service Manager call her today and discuss the information we have on file here We discovered that Mrs [redacted] has been speaking with [redacted] the outside service The Service Manager explained she would reach out to the manufacturer to see if there is anything they can do for the customer Tina the Service manager went over with Mrs [redacted] the date of purchase and warranties from Catnapper Furniture Tina will follow up with Mrss [redacted] when she hears back from Catnapper Furniture
I have reviewed all computer documentation and service notes on Mr***'s complaintThe customer called LFish 12-9-because the extended warranty company had denied an opening of a claim because customer had reported damage by a "flat iron" damaging a seat-rest cushion casingPer
Guardsman the warranty company, the claim was denied due to it was not reported at time of accident but days laterGuardsman Warranty paperwork clearly states what the warranty coverage covers and material is not coveredManufacturer’s only warranty material for one year after date of purchaseLFish Furniture honors issues for one year from the date of purchaseAs a courtesy, LFish Furniture sent out 12-24-the outside service technician and he reported the same damage as well some bonded leather was peelingLFish contacted the manufacturer and explained the issues as well as the personal burnt damage from a flat ironThe factory as a courtesy in January even though the issues were clearly out of warranty authorized to replace all seat rest casings on the reclining sofaThis included the casing that was accidental damage by a flat ironThe technician installed and replaced seat-rest casings on the reclining sofa on February 20, In April customer reported similar issue with the console sofaOnce again the manufacturer out of a courtesy to the customer not knowing how this furniture is used in the home replaced seat cores as well as casings on the Console sofa in May after speaking with LFish FurnitureThe customer reported similar issues on backs and arms in November The manufacturer has made a good faith offer of $to the customer on merchandise that has been in the home almost yearsLFish Furniture in good faith have gone above and beyond the limits for Mr***’s issues that are clearly out of warrantyObviously, we do not want an unsatisfied customer but LFish Furniture as well as the factory has exceeded in customer service to Mr***’s “out of warranty” issuesThe manufacturer is willing to honor a $adjustment but is not going to order parts or replace the furniture that has been in the home for yearsMr***s needs to notify the Customer Service Department in regards to the credit offered by the Manufacturer.Sincerely,C A Orth
In in response to the above case. Please see attached copy of purchase and a copy of service parts that were purchased. The customer purchased the lift chair December 24th, 2013. She had service on the purchase August 27th, 2014. This was at L. Fish expense. She called...
in for service in April 2015. The outside service tech once again installed a new motor due to it was broken in half and a new mechanism. This was done at L. Fish expense. This work was completed on May 1, 2015. Per the outside service technician, the chair is working fine when he sits and tests it. When Mr. [redacted] tested in front of technician , he said it lifts and lowers much slower because Mr. [redacted] is a large man.May of 2016, customer purchased a remote wand and paid for shipping. A new motor was once again ordered which was still under warranty. The outside service installed and Mrs. [redacted] paid him the labor directly since labor is a mfg one warranty.Mrs. [redacted] called in this year estimated around May or June that the chair was once again was stuck. She was referred to the outside service company because the motor is now out of warranty. Motors carry a 3 year warranty in which her's expired December 2016. Mrs. [redacted] has been dealing directly with the outside service company and not L. Fish Furniture. I had the L. Fish Customer Service Manager call her today and discuss the information we have on file here. We discovered that Mrs. [redacted] has been speaking with [redacted] the outside service. The Service Manager explained she would reach out to the manufacturer to see if there is anything they can do for the customer. Tina the Service manager went over with Mrs. [redacted] the date of purchase and warranties from Catnapper Furniture. Tina will follow up with Mrss. [redacted] when she hears back from Catnapper Furniture.
In in response to the above case Please see attached copy of purchase and a copy of service parts that were purchased The customer purchased the lift chair December 24th, She had service on the purchase August 27th, This was at LFish expense She called in for service in April The outside service tech once again installed a new motor due to it was broken in half and a new mechanism This was done at LFish expenseThis work was completed on May 1, Per the outside service technician, the chair is working fine when he sits and tests it When Mr [redacted] tested in front of technician , he said it lifts and lowers much slower because Mr [redacted] is a large man.May of 2016, customer purchased a remote wand and paid for shipping A new motor was once again ordered which was still under warranty The outside service installed and Mrs [redacted] paid him the labor directly since labor is a mfg one warranty.Mrs [redacted] called in this year estimated around May or June that the chair was once again was stuck She was referred to the outside service company because the motor is now out of warranty Motors carry a year warranty in which her's expired December Mrs [redacted] has been dealing directly with the outside service company and not LFish Furniture I had the LFish Customer Service Manager call her today and discuss the information we have on file here We discovered that Mrs [redacted] has been speaking with [redacted] the outside service The Service Manager explained she would reach out to the manufacturer to see if there is anything they can do for the customer Tina the Service manager went over with Mrs [redacted] the date of purchase and warranties from Catnapper Furniture Tina will follow up with Mrss [redacted] when she hears back from Catnapper Furniture
I have reviewed all computer documentation and service notes on Mr***'s complaintThe customer called LFish 12-9-because the extended warranty company had denied an opening of a claim because customer had reported damage by a "flat iron" damaging a seat-rest cushion casingPer
Guardsman the warranty company, the claim was denied due to it was not reported at time of accident but days laterGuardsman Warranty paperwork clearly states what the warranty coverage covers and material is not coveredManufacturer’s only warranty material for one year after date of purchaseLFish Furniture honors issues for one year from the date of purchaseAs a courtesy, LFish Furniture sent out 12-24-the outside service technician and he reported the same damage as well some bonded leather was peelingLFish contacted the manufacturer and explained the issues as well as the personal burnt damage from a flat ironThe factory as a courtesy in January even though the issues were clearly out of warranty authorized to replace all seat rest casings on the reclining sofaThis included the casing that was accidental damage by a flat ironThe technician installed and replaced seat-rest casings on the reclining sofa on February 20, In April customer reported similar issue with the console sofaOnce again the manufacturer out of a courtesy to the customer not knowing how this furniture is used in the home replaced seat cores as well as casings on the Console sofa in May after speaking with LFish FurnitureThe customer reported similar issues on backs and arms in November The manufacturer has made a good faith offer of $to the customer on merchandise that has been in the home almost yearsLFish Furniture in good faith have gone above and beyond the limits for Mr***’s issues that are clearly out of warrantyObviously, we do not want an unsatisfied customer but LFish Furniture as well as the factory has exceeded in customer service to Mr***’s “out of warranty” issuesThe manufacturer is willing to honor a $adjustment but is not going to order parts or replace the furniture that has been in the home for yearsMr***s needs to notify the Customer Service Department in regards to the credit offered by the Manufacturer.Sincerely,C A Orth
In in response to the above case. Please see attached copy of purchase and a copy of service parts that were purchased. The customer purchased the lift chair December 24th, 2013. She had service on the purchase August 27th, 2014. This was at L. Fish expense. She called...
in for service in April 2015. The outside service tech once again installed a new motor due to it was broken in half and a new mechanism. This was done at L. Fish expense. This work was completed on May 1, 2015. Per the outside service technician, the chair is working fine when he sits and tests it. When Mr. [redacted] tested in front of technician , he said it lifts and lowers much slower because Mr. [redacted] is a large man.May of 2016, customer purchased a remote wand and paid for shipping. A new motor was once again ordered which was still under warranty. The outside service installed and Mrs. [redacted] paid him the labor directly since labor is a mfg one warranty.Mrs. [redacted] called in this year estimated around May or June that the chair was once again was stuck. She was referred to the outside service company because the motor is now out of warranty. Motors carry a 3 year warranty in which her's expired December 2016. Mrs. [redacted] has been dealing directly with the outside service company and not L. Fish Furniture. I had the L. Fish Customer Service Manager call her today and discuss the information we have on file here. We discovered that Mrs. [redacted] has been speaking with [redacted] the outside service. The Service Manager explained she would reach out to the manufacturer to see if there is anything they can do for the customer. Tina the Service manager went over with Mrs. [redacted] the date of purchase and warranties from Catnapper Furniture. Tina will follow up with Mrss. [redacted] when she hears back from Catnapper Furniture.