On September 3rd, the customer asked for us to share the specs on a newly engineered unit She was provided with the following specs and drawingsThe shop drawing labeled, “D919-01-52” is the REV version of
the grab n go and would be the unit you purchased with your jobThe shop
drawing labeled, “D919-02-52” is the REV version (new version) of the grab n
go
The primary differences in the new unitNew updated compressor has been specified for this
unit
The compressor is now baffled ensuring that it gets
fresh air not recirculated air
The compressor has been relocated in the unit and a vent
added in the front to make for more efficient air flow
New updated electronic controller has been specified
for this unit
The electronic controller has been moved to behind a lift
off panel on the front of the unit.We have not heard back from the customer
The discount is very low , because you price is very highI will buy a new one in *** and I will send the case for the Superior Court of California County of San Diego - Small Claims
We first had contact with [redacted]s on September 12, 2016 when he called into the customer service line to speak with someone about receiving a damaged 2 door refrigerator. He stated that it was delivered and opened and found to be dented and damaged where the frame meets one of the sliding...
doors so the door would not close. I apologized, asked him to please send me pictures of the damage, and told him I would be putting him in contact with one of our claims specialists to help him get this resolved. I received the pictures the evening of the 12th, and forwarded them on to Jennifer Whittemore on the following day. As the customer is on Pacific Standard Time, I called him back on the afternoon of Tuesday, September 13, 2016 and did a live transfer with him on the phone to Jennifer so she could begin the claim against the damage. On Thursday, September 15, 2016, I received an email from Jennifer that the claim could not be filed due to an extended time passing between the customer receiving and signing for the package, and the call in to file the claim. The carrier stated the item was delivered on September 7, 2016, and that a customer must file the claim within 5 days to have it be considered. The Wasserstrom Company asks that we be notified within 48 hours of delivery for claims of returns or credits to be considered. I informed my supervisor of this decision from the carrier and asked if there were any other options available to us. I was instructed to contact the customer back, let them know a claim would not be able to be filed, and that we are working on a solution to this damaged fridge for them. I called [redacted] back around 2:00 PM EST on Thursday, September 15, 2016 to speak with him about his claim. After informing [redacted] that the claim could not be filed, he became understandably upset and stated that he “bought a new fridge, so should have a new fridge.” I apologized and explained to him the reason was due to the carrier requiring that damaged items in shipment need to be reported within 5 days. [redacted] responded that if he “goes to Apple to buy a new phone, opens the package and it is damaged, they give him a new phone.” “Why don’t we just give him a new fridge?” I explained to him that we would not be able to give him a new fridge but that we were working on a solution to provide him with a refrigerator that looked and worked as it should. [redacted] told me the he “bought a new fridge and would only accept a new fridge in its place.” I let him know that I would pass this on to my supervisors and his sales representative and call him back with their answer. On Monday, September 26, 2016 I was told by my supervisor that after much discussion, we would not be willing to send the customer a new refrigerator. That afternoon I called [redacted] back to let him know. [redacted] was not available at the store, so I left a message with the person to have him call me back and left my phone number. I did not hear back from him for a few days so I called again. [redacted] was not there again, I left my phone number, name, and that this call was in regards to the damaged refrigerator. I never received a call back from Ricardo. On Monday, October 3, 2016, [redacted] sent an email to our general email inbox stating “we bought a refrigerator and it came broken. After a month we are still waiting for the replacement.” I became aware of this on Tuesday, October 11, 2016 when I received an email from their sales representative asking if I had spoken with this customer about the fridge yet. I let the sales rep know I had not heard back from [redacted] after my phone calls, but would reach back out to him at the phone number listed on the email. I called and spoke with [redacted] that afternoon, explained to him my conversation with [redacted] and that we were willing to see if the fridge could be repaired at our cost, and that we were looking into other options, but stopped because [redacted] said he would only accept a new fridge. I asked [redacted] if he would like me to start look into having a repair company come out to see if it could be fixed. He said that would be fine, so I let him know I would find someone in his area and let him know when they would be out. I called True refrigeration and asked them to refer me to an approved repair center in that area of California. They put me in touch with Ace Coolers. I called them and set up a time for a repair tech to go out on Friday, October 14, 2016 to assess the damage. I spoke with the repair man on Friday the 14th in the afternoon and he informed me that the fridge was damaged beyond reasonable repair. That the repair would be about as expensive as just buying a new one. I let my supervisors and the sales rep know this and that I would contact [redacted] back with their answer. After speaking with my supervisors and the sales rep, they let me know we would offer a 25% discount on the existing fridge or to ship them a new one at a cost of $2700, which is our cost. I called and left a voicemail for [redacted] letting him know these options and have not heard back from him since that call.
Here are out notes about this order and the situation.[redacted]’s, Cleburne, TX (NWS
Job PPM144) installed equipment ordered from N. Wasserstrom & Sons, Inc.
for a new [redacted]’s on January 10, 2014. Among the equipment
purchased from N. Wasserstrom & Sons was Qty (1) CASE...
AMTECKO D9195201
CMW60 GRAB & GO.
Soon after installation, the
first of what I know to be six service calls were placed for this Amtecko Grab
& Go refrigerated unit. The service record that I have is as follows:February 4, 2014 – Unit Running Warm. Tech Reset
Temperature Controller.
April 23, 2014 – Coil Freezing Up. Instructed to Change
the Defrost Delay to 45 Minutes. Unit OK
October 29, 2014 – Unit Iced Up/Running Warm. Tech
Replaced Temperature Controller
December 1, 2014 -- Unit Running Warm. Tech Replaced
Temperature Controller
April 20, 2015 -- Unit Running Warm. Tech Re-Located
Temperature Probes. Unit Checked OK. While still on site, tech saw the
temperature controller fail.
April 22, 2015 – New Temperature
controller and probes installed. Unit tested. Checks OK
The customer’s complaint was
always that the unit would not maintain minimum temperature for her to display
retail items that need to be refrigerated. On these service calls three
digital controllers were replaced in the unit. For the final service
call, our company dispatched the lead refrigeration technician at GKS, our
fabricating facility in Garland, TX. He spent a good amount of time
servicing and testing the unit and left that day confident that it would hold
temperature, but the unit failed again. So on or around April 22, 2014,
our company agreed to replace the unit.
When the decision was made to
replace the unit, I entered an order for the same part number, same version of
the grab and go. At the time that I entered this order, I had a ship date
of June 5, 2015. However, along the way, prior to this replacement unit going
into fabrication, two of our refrigeration engineers strongly suggested that
the unit to be built to replace the existing unit be revised to include
improvements recently included in a similar unit used by [redacted] Bakery.
This was agreed upon and to allow adequate time for engineering, drawing,
fabrication and testing, a June 5 delivery date was pushed to July 20.
The customer tells me that I failed to ask her for her input on the additional
time required to deliver a far superior product. And I believe that she
is correct that I did not at the time inform her that the ship date had been
pushed back for this reason. However, in response to an e-mail sent by my
customer on June 3 and by [redacted]’s corporate on June 9, I replied with the
e-mail attached.
The unit was ready to ship on
July 20. At no time during these few weeks were we informed that my
customer had chosen not to receive our new unit, but instead had her lobby
re-wired so as not to use a grab and go unit. My customer wants
reimbursed (a refund) for the unit; [redacted]’s has asked that I provide a
pro-rated refund from the time that the unit was no longer useable!
Notwithstanding that the request for a refund or credit to her account came to
me last Wednesday before I left for Dallas on Friday morning, as a courtesy, an
employee of GKS and I rented a truck and drove to Cleburne to retrieve the old
unit so it could be crated and sent back to NWS for testing. My customer
would not allow us to take the unit since she had not received a check or a
credit. Thus, a bit of a dispute remains as to NWS obligation to offer a
refund of any kind when all along the agreement was to replace the unit.
I have a call today at 4:30 p.m. with [redacted]’s corporate to discuss.
We
have met with the customer and discussed the billing issues.
We
have resolved the issues.
The
customer has agreed to continue to business with Wasserstrom in the future.
We contacted [redacted] directly and offered him a new unit at a discounted amount and he is not happy with the amount and doesn't want to make the purchase.
Yes the order was flagged by our system as a fraudulent and was canceled. We should have contacted you and should have shipped the order to arrive the next when you called. We apologized for this happening and any inconvenience this has caused.
the response is a prove that we have being paciente with them and they recognize that the refrigerator is damage and can not be used to sell food . I need a replacement and not a discount for buy a new one . This is not a serious response .
This item
was purchased from our Wasserstrom store on the Amazon Marketplace. The way
Amazon uses product information is based on the first seller’s listing and the
information they provide. This item was already listed on Amazon and sold in
packs of 6. When another selling submits their...
products, Amazon doesn’t use the
new seller’s information but the information of the original seller. We sell
this cover by the “each” at $38.16 per cover. There are two other seller’s on
Amazon selling the cover in packs of 6, one for $140.47 and the other for $187.00
per pack. When a product is matched incorrectly, we have no control over
the product information other than to remove it from the Amazon marketplace,
which we have.We
understand that you placed an order for 3 at $38.16 each thinking you should
get 18 covers but that is not the way we sell it. We sent 3 each and you were
charged $38.16 for each. Since this is not what you expected we have offered to
return them and give you full credit on RMA #[redacted]. We have given you 50%
off the amount for the 3 you received on CR [redacted]. We state
in our terms and conditions the following;With respect to items sold by Wasserstrom, we cannot
confirm the price of an item until you order; however, we do NOT charge your
credit card until after your order has been shipped and invoiced. Despite our
best efforts, a small number of the items in our catalog may be mispriced.We reserve the right to correct any
errors in pricing, copy, manufacturer's photos and/or illustrations. We also
reserve the right to no sell an item due to incorrect pricing.We understand that you have also completed an A-Z
guarantee with Amazon and they closed it due to us offering to return the
product and giving you 50% credit.
We stand with our decision on this matter and consider it
complete.
There is no indication in this letter of any attempt to resolve the complaint. As you can see, the machine was clearly problematic but I worked with them for an extended period of time to resolve the issues. What the timeline does not make clear is the lag between loss of the
machine and actual repairs for each instance. It was often over a week
each time we needed repairs, leaving us with no refrigeration for our
items. When it became clear there was no fixing this item, I agreed to have them build a new one on the promise it would be delivered on June 5. With no appropriate refrigeration in our lobby, our summer sales would suffer but this seemed a reasonable amount of time to complete the build. The item was not delivered within the promised time period and I moved on to accommodate the needs of my business and serve my customers without the Grab and Go. There was a phone conference between Wasserstrom and [redacted]'s International on Wednesday, August 19. At the conclusion of the meeting, PMI representatives were assured I would be contacted the next day for a resolution. I have heard nothing from them.
On September 3rd, the customer asked for us to share the specs on a newly engineered unit She was provided with the following specs and drawingsThe shop drawing labeled, “D919-01-52” is the REV version of
the grab n go and would be the unit you purchased with your jobThe shop
drawing labeled, “D919-02-52” is the REV version (new version) of the grab n
go
The primary differences in the new unitNew updated compressor has been specified for this
unit
The compressor is now baffled ensuring that it gets
fresh air not recirculated air
The compressor has been relocated in the unit and a vent
added in the front to make for more efficient air flow
New updated electronic controller has been specified
for this unit
The electronic controller has been moved to behind a lift
off panel on the front of the unit.We have not heard back from the customer
The discount is very low , because you price is very highI will buy a new one in *** and I will send the case for the Superior Court of California County of San Diego - Small Claims
We first had contact with [redacted]s on September 12, 2016 when he called into the customer service line to speak with someone about receiving a damaged 2 door refrigerator. He stated that it was delivered and opened and found to be dented and damaged where the frame meets one of the sliding...
doors so the door would not close. I apologized, asked him to please send me pictures of the damage, and told him I would be putting him in contact with one of our claims specialists to help him get this resolved. I received the pictures the evening of the 12th, and forwarded them on to Jennifer Whittemore on the following day. As the customer is on Pacific Standard Time, I called him back on the afternoon of Tuesday, September 13, 2016 and did a live transfer with him on the phone to Jennifer so she could begin the claim against the damage. On Thursday, September 15, 2016, I received an email from Jennifer that the claim could not be filed due to an extended time passing between the customer receiving and signing for the package, and the call in to file the claim. The carrier stated the item was delivered on September 7, 2016, and that a customer must file the claim within 5 days to have it be considered. The Wasserstrom Company asks that we be notified within 48 hours of delivery for claims of returns or credits to be considered. I informed my supervisor of this decision from the carrier and asked if there were any other options available to us. I was instructed to contact the customer back, let them know a claim would not be able to be filed, and that we are working on a solution to this damaged fridge for them. I called [redacted] back around 2:00 PM EST on Thursday, September 15, 2016 to speak with him about his claim. After informing [redacted] that the claim could not be filed, he became understandably upset and stated that he “bought a new fridge, so should have a new fridge.” I apologized and explained to him the reason was due to the carrier requiring that damaged items in shipment need to be reported within 5 days. [redacted] responded that if he “goes to Apple to buy a new phone, opens the package and it is damaged, they give him a new phone.” “Why don’t we just give him a new fridge?” I explained to him that we would not be able to give him a new fridge but that we were working on a solution to provide him with a refrigerator that looked and worked as it should. [redacted] told me the he “bought a new fridge and would only accept a new fridge in its place.” I let him know that I would pass this on to my supervisors and his sales representative and call him back with their answer. On Monday, September 26, 2016 I was told by my supervisor that after much discussion, we would not be willing to send the customer a new refrigerator. That afternoon I called [redacted] back to let him know. [redacted] was not available at the store, so I left a message with the person to have him call me back and left my phone number. I did not hear back from him for a few days so I called again. [redacted] was not there again, I left my phone number, name, and that this call was in regards to the damaged refrigerator. I never received a call back from Ricardo. On Monday, October 3, 2016, [redacted] sent an email to our general email inbox stating “we bought a refrigerator and it came broken. After a month we are still waiting for the replacement.” I became aware of this on Tuesday, October 11, 2016 when I received an email from their sales representative asking if I had spoken with this customer about the fridge yet. I let the sales rep know I had not heard back from [redacted] after my phone calls, but would reach back out to him at the phone number listed on the email. I called and spoke with [redacted] that afternoon, explained to him my conversation with [redacted] and that we were willing to see if the fridge could be repaired at our cost, and that we were looking into other options, but stopped because [redacted] said he would only accept a new fridge. I asked [redacted] if he would like me to start look into having a repair company come out to see if it could be fixed. He said that would be fine, so I let him know I would find someone in his area and let him know when they would be out. I called True refrigeration and asked them to refer me to an approved repair center in that area of California. They put me in touch with Ace Coolers. I called them and set up a time for a repair tech to go out on Friday, October 14, 2016 to assess the damage. I spoke with the repair man on Friday the 14th in the afternoon and he informed me that the fridge was damaged beyond reasonable repair. That the repair would be about as expensive as just buying a new one. I let my supervisors and the sales rep know this and that I would contact [redacted] back with their answer. After speaking with my supervisors and the sales rep, they let me know we would offer a 25% discount on the existing fridge or to ship them a new one at a cost of $2700, which is our cost. I called and left a voicemail for [redacted] letting him know these options and have not heard back from him since that call.
Here are out notes about this order and the situation.[redacted]’s, Cleburne, TX (NWS
Job PPM144) installed equipment ordered from N. Wasserstrom & Sons, Inc.
for a new [redacted]’s on January 10, 2014. Among the equipment
purchased from N. Wasserstrom & Sons was Qty (1) CASE...
AMTECKO D9195201
CMW60 GRAB & GO.
Soon after installation, the
first of what I know to be six service calls were placed for this Amtecko Grab
& Go refrigerated unit. The service record that I have is as follows:February 4, 2014 – Unit Running Warm. Tech Reset
Temperature Controller.
April 23, 2014 – Coil Freezing Up. Instructed to Change
the Defrost Delay to 45 Minutes. Unit OK
October 29, 2014 – Unit Iced Up/Running Warm. Tech
Replaced Temperature Controller
December 1, 2014 -- Unit Running Warm. Tech Replaced
Temperature Controller
April 20, 2015 -- Unit Running Warm. Tech Re-Located
Temperature Probes. Unit Checked OK. While still on site, tech saw the
temperature controller fail.
April 22, 2015 – New Temperature
controller and probes installed. Unit tested. Checks OK
The customer’s complaint was
always that the unit would not maintain minimum temperature for her to display
retail items that need to be refrigerated. On these service calls three
digital controllers were replaced in the unit. For the final service
call, our company dispatched the lead refrigeration technician at GKS, our
fabricating facility in Garland, TX. He spent a good amount of time
servicing and testing the unit and left that day confident that it would hold
temperature, but the unit failed again. So on or around April 22, 2014,
our company agreed to replace the unit.
When the decision was made to
replace the unit, I entered an order for the same part number, same version of
the grab and go. At the time that I entered this order, I had a ship date
of June 5, 2015. However, along the way, prior to this replacement unit going
into fabrication, two of our refrigeration engineers strongly suggested that
the unit to be built to replace the existing unit be revised to include
improvements recently included in a similar unit used by [redacted] Bakery.
This was agreed upon and to allow adequate time for engineering, drawing,
fabrication and testing, a June 5 delivery date was pushed to July 20.
The customer tells me that I failed to ask her for her input on the additional
time required to deliver a far superior product. And I believe that she
is correct that I did not at the time inform her that the ship date had been
pushed back for this reason. However, in response to an e-mail sent by my
customer on June 3 and by [redacted]’s corporate on June 9, I replied with the
e-mail attached.
The unit was ready to ship on
July 20. At no time during these few weeks were we informed that my
customer had chosen not to receive our new unit, but instead had her lobby
re-wired so as not to use a grab and go unit. My customer wants
reimbursed (a refund) for the unit; [redacted]’s has asked that I provide a
pro-rated refund from the time that the unit was no longer useable!
Notwithstanding that the request for a refund or credit to her account came to
me last Wednesday before I left for Dallas on Friday morning, as a courtesy, an
employee of GKS and I rented a truck and drove to Cleburne to retrieve the old
unit so it could be crated and sent back to NWS for testing. My customer
would not allow us to take the unit since she had not received a check or a
credit. Thus, a bit of a dispute remains as to NWS obligation to offer a
refund of any kind when all along the agreement was to replace the unit.
I have a call today at 4:30 p.m. with [redacted]’s corporate to discuss.
We
have met with the customer and discussed the billing issues.
We
have resolved the issues.
The
customer has agreed to continue to business with Wasserstrom in the future.
We contacted [redacted] directly and offered him a new unit at a discounted amount and he is not happy with the amount and doesn't want to make the purchase.
Yes the order was flagged by our system as a fraudulent and was canceled. We should have contacted you and should have shipped the order to arrive the next when you called. We apologized for this happening and any inconvenience this has caused.
the response is a prove that we have being paciente with them and they recognize that the refrigerator is damage and can not be used to sell food . I need a replacement and not a discount for buy a new one . This is not a serious response .
This item
was purchased from our Wasserstrom store on the Amazon Marketplace. The way
Amazon uses product information is based on the first seller’s listing and the
information they provide. This item was already listed on Amazon and sold in
packs of 6. When another selling submits their...
products, Amazon doesn’t use the
new seller’s information but the information of the original seller. We sell
this cover by the “each” at $38.16 per cover. There are two other seller’s on
Amazon selling the cover in packs of 6, one for $140.47 and the other for $187.00
per pack. When a product is matched incorrectly, we have no control over
the product information other than to remove it from the Amazon marketplace,
which we have.We
understand that you placed an order for 3 at $38.16 each thinking you should
get 18 covers but that is not the way we sell it. We sent 3 each and you were
charged $38.16 for each. Since this is not what you expected we have offered to
return them and give you full credit on RMA #[redacted]. We have given you 50%
off the amount for the 3 you received on CR [redacted]. We state
in our terms and conditions the following;With respect to items sold by Wasserstrom, we cannot
confirm the price of an item until you order; however, we do NOT charge your
credit card until after your order has been shipped and invoiced. Despite our
best efforts, a small number of the items in our catalog may be mispriced.We reserve the right to correct any
errors in pricing, copy, manufacturer's photos and/or illustrations. We also
reserve the right to no sell an item due to incorrect pricing.We understand that you have also completed an A-Z
guarantee with Amazon and they closed it due to us offering to return the
product and giving you 50% credit.
We stand with our decision on this matter and consider it
complete.
There is no indication in this letter of any attempt to resolve the complaint. As you can see, the machine was clearly problematic but I worked with them for an extended period of time to resolve the issues. What the timeline does not make clear is the lag between loss of the
machine and actual repairs for each instance. It was often over a week
each time we needed repairs, leaving us with no refrigeration for our
items. When it became clear there was no fixing this item, I agreed to have them build a new one on the promise it would be delivered on June 5. With no appropriate refrigeration in our lobby, our summer sales would suffer but this seemed a reasonable amount of time to complete the build. The item was not delivered within the promised time period and I moved on to accommodate the needs of my business and serve my customers without the Grab and Go. There was a phone conference between Wasserstrom and [redacted]'s International on Wednesday, August 19. At the conclusion of the meeting, PMI representatives were assured I would be contacted the next day for a resolution. I have heard nothing from them.