We received notification from customer on 11/that he felt the cabinets lacked in quality due to the knots in the Hickory The beauty of hickory wood is the knots and variations in the wood The customer claimed it was advertising because the brochure did not match the product On all our literature we have a stated disclaimer that “natural wood” is inherent with “natural characteristics”12/ I responded with an email indicating that the look of the cabinet is within the natural characteristics of the wood and was not a “warranty issue” I also indicated in our warranty it states, RSI can repair or replace, if it is a true defectThis is not a true defect The customer wanted full credit of the product sent to him directly and I advised that it would have to go through [redacted] ***, since the purchase was through [redacted] and is part of our partnership 12/Replacement doors sent out even though there were no issues with the quality of the doors Customer was not happy with the replacements Customer will not accept the full credit and wants new doors and drawers At this point RSI and HD discussed and we were never going to satisfy the customer RSI advised HD that we would credit the customer his full value and he could keep the cabinetsAt this point RSI chooses to refund the full amount and no further action will be taken [redacted] Manager, Sales /CS Adminstration714-578- [redacted] Manager, Sales Administration714-578-[redacted] @rsi***products.com
I forwarded the complaint to our PCS division customer care supervisor and this is his response I left him a VM a few weeks ago to call meThis has to do with a drawer front falling offHe is the second owner of the houseThe house was built way before The kitchen is past its warrantyIt’s wear and tear Regards, [redacted] RSI PCS Customer Care Supervisor 909-614-
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.The response contains several inaccuracies -- My only communications on the dates indicated were with [redacted] ***, and all responses came through them The knots may be beautiful, but there are none in either their printed brochures or the samples in the store I never asked for credit either directly or indirectly Moreover, our contractor recently pointed out that the replacement doors sent out are not the same kind (perhaps different wood or different stain?) as the ones we purchased.It would appear that we were sold a discontinued line, so RSI could never have addressed the problem (which pertained to just a handful of doors & drawer fronts) As a result, it is probably unreasonable to expect them to be able to address this issue, though they should have made this clear at the time of the initial sale However, their attitude and procedures have been impolite and unhelpful throughout They also provide very poor service -- both to us and to [redacted] ***, whose salespeople report having been kept on hold for a very long time Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]
Revdex.com:I spoke to a representative of RSI PCS in reference to the message sent to Revdex.com by RSI PCS I reject RSI's repeated assertions that anything occurring after the expiration of the warranty qualifies as wear and tear I spoke to the representative about the need for case by case evaluation Particularly when portions of their products are revealed to have been improperly installed/manufactured I do not think this is unreasonable as many other industries replace or repair their products long after the expiration of warranties when defects are detected I can not say in complete confidence that there will be any change in RSI's policy in this regard but the representative at least acknowledged that possibility The representative also offered to complete the repair work I had requested in my initial contact with RSI PCS Unfortunately I had already completed the repairs as I had invested well in excess of the time and effort I felt this situation should require.Having stated all of this, I will say that RSI's representative was very professional and ultimately offered the solution I had requested in the very beginning Its unfortunate that it took this amount of work on both our parts but hopefully the process will be smoother for future customers in the event they experience similar issues Regards, [redacted] ***
Sorry for the late response, we are contacting the customer to resolveAre warranty does state that we do not cover any labor but we will take care of this customer
We received notification from customer on 11/that he felt the cabinets lacked in quality due to the knots in the Hickory The beauty of hickory wood is the knots and variations in the wood The customer claimed it was advertising because the brochure did not match the product On all our literature we have a stated disclaimer that “natural wood” is inherent with “natural characteristics”12/ I responded with an email indicating that the look of the cabinet is within the natural characteristics of the wood and was not a “warranty issue” I also indicated in our warranty it states, RSI can repair or replace, if it is a true defectThis is not a true defect The customer wanted full credit of the product sent to him directly and I advised that it would have to go through [redacted] ***, since the purchase was through [redacted] and is part of our partnership 12/Replacement doors sent out even though there were no issues with the quality of the doors Customer was not happy with the replacements Customer will not accept the full credit and wants new doors and drawers At this point RSI and HD discussed and we were never going to satisfy the customer RSI advised HD that we would credit the customer his full value and he could keep the cabinetsAt this point RSI chooses to refund the full amount and no further action will be taken [redacted] Manager, Sales /CS Adminstration714-578- [redacted] Manager, Sales Administration714-578-[redacted] @rsi***products.com
I forwarded the complaint to our PCS division customer care supervisor and this is his response I left him a VM a few weeks ago to call meThis has to do with a drawer front falling offHe is the second owner of the houseThe house was built way before The kitchen is past its warrantyIt’s wear and tear Regards, [redacted] RSI PCS Customer Care Supervisor 909-614-
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.The response contains several inaccuracies -- My only communications on the dates indicated were with [redacted] ***, and all responses came through them The knots may be beautiful, but there are none in either their printed brochures or the samples in the store I never asked for credit either directly or indirectly Moreover, our contractor recently pointed out that the replacement doors sent out are not the same kind (perhaps different wood or different stain?) as the ones we purchased.It would appear that we were sold a discontinued line, so RSI could never have addressed the problem (which pertained to just a handful of doors & drawer fronts) As a result, it is probably unreasonable to expect them to be able to address this issue, though they should have made this clear at the time of the initial sale However, their attitude and procedures have been impolite and unhelpful throughout They also provide very poor service -- both to us and to [redacted] ***, whose salespeople report having been kept on hold for a very long time Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]
Revdex.com:I spoke to a representative of RSI PCS in reference to the message sent to Revdex.com by RSI PCS I reject RSI's repeated assertions that anything occurring after the expiration of the warranty qualifies as wear and tear I spoke to the representative about the need for case by case evaluation Particularly when portions of their products are revealed to have been improperly installed/manufactured I do not think this is unreasonable as many other industries replace or repair their products long after the expiration of warranties when defects are detected I can not say in complete confidence that there will be any change in RSI's policy in this regard but the representative at least acknowledged that possibility The representative also offered to complete the repair work I had requested in my initial contact with RSI PCS Unfortunately I had already completed the repairs as I had invested well in excess of the time and effort I felt this situation should require.Having stated all of this, I will say that RSI's representative was very professional and ultimately offered the solution I had requested in the very beginning Its unfortunate that it took this amount of work on both our parts but hopefully the process will be smoother for future customers in the event they experience similar issues Regards, [redacted] ***
Sorry for the late response, we are contacting the customer to resolveAre warranty does state that we do not cover any labor but we will take care of this customer