Riester's General Service Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
I have read the response from Riesters and find it unacceptable and more importantly, completely untrueRiesters is claiming that I've broken my own $coffee system and then repeatedly broke again and again-this is quite absurd and again, untrueI did remove screws in the front panel during a joint session with *** technical support on the phone with meThis was an attempt to fix my original problem and it was with the guidance and direction of *** then instructed me to obtain service because they couldn't resolve it directly with meOf course, that was my desire as well, in order to not incur service costs if possible, as I think that is a fairly routine and common hope with any customer. Riesters claim that they couldn't duplicate the issues or find current or stored error codes is also false Both the service tech at my house and the service mngr informed me that they had seen the codes and that they had duplicated the issues in the shop as well as at my house My wife and myself sat here with the tech each time he was here and watched it happen repeatedly That was the cause for our frustration, they would say it worked, we would take time off to meet them and it didn't operate correctly or consistently at all As I've stated above, Riesters reply is filled with inaccurate and untrue information and responses It's impossible to have a professional response and an effective dialogue when one party is lying and not being forthcoming It is unbelievable that Riestes is suggesting I've removed parts, wires, and a clip on my own machine in order to break it on purpose!! All we wanted was to have it repaired and properly working, and that would have been our satisfaction Nothing more, just working-the whole point of calling for service If Riesters has chosen to lie, I don't know how to effectively resolve We cannot just accept this response when myself, my wife, the technician, and the service manager all know it's untrue We are very dissatisfied with the way Riesters handled our service and now the way they are handling our complaint this is very sad from the customers point of view Thank you

***Thank you for the opportunity to reply to this complaintFirst, on the matter of servicing this appliance, we, and the manufacturer ***, have gone to great lengths to satisfy Mr*** from the outset, the customer's issues seem to stem from his repeated disassembly of the
applianceEach time we worked on the appliance, it would work fine after the repair, and each time we were called back, parts, wires, and screws would be rearranged, missing, or broken.On multiple occasions, we stepped through diagnostic protocols in conjunction with the factory techteam, looking for both current and stored error codesEach step of the way, we addressed every issueIn fact, the manufacturer gave the customer the entire electronic control system as good will gesture because the customer's complaints could not be duplicatedWe billed for far less than the time spent as a goodwill gesture to the customer.The last time we attempted to service the coffeemaker, we brought it to our shop for extended diagnosisAfter finding nothing wrong in either the current or the history, we ran this unit for a couple of days, making a dozen or more cups of coffee in various settingsNo problems were found, so we returned the appliance to the customerThe next day he called saying the unit was leakingWe returned to his home and found that a clip holding a water line had bee: -"'ved,causing the line, which is under pressure, to blow off of the connectorIf this clip had been missing when the appliance was in our shop, the line would have blown off the first time we attempted to make a cup of coffee, because it is a pressurized lineUpon discussing this with the manufacturer,***, they completely agreedAt that point, we had no choice but to cease further attempts at repair.The last contact we had with Mr*** was a phone call between him and After the customer took the coffeemaker to a servicer in Rochester, NY, that servicer called ***,and *** called usAccording to the *** representative that called us, that servicer, like us,found only the missing retaining clip that our technician had identified, and found no current or stored error codes to substantiate the customer's complaints.Concerning the complaint that the customer has been mistreated or abused by our managemen tand staff, we sincerely deny any wrongdoingThe customer's arguments resulted in him receiving well over $in parts and labor given to him by the manufacturer and us, and ultimately, even this did not satisfy himMultiple times the appliance was fixed, only to be broken again by thecustomer.His complaint about our treatment of him stems from the fact that it became impossible to discuss anything with Mr*** in a calm, reasonable wayWe were forced to tell him firmly that we could not accommodate his unreasonable demands on various occasions, and eventually, that we could no longer service his applianceIt is our conclusion that Mr*** was not going to allow the unit to work to his satisfaction no matter what we did for him--- -R~a