Unfortunately, we have no way to verify that this unit is covered under warrantyThe warranty is based off of the purchase date and without any cooperation from the customer to find the original order, we have no way to verifyA picture that a unit has not been used is irrelevantIf I send a
picture of a car outside of the warranty to GM they are not going to be able to help eitherThere needs to be some way to verify that the warranty is still validWe offered solutions due to the inability to verify the warranty informationIf the unit has suffered shipping damage, there was a hour window from receipt of the unit to report the damageThose damages would not be covered under the warranty
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
This unit is outside of the manufacturer warrantyIf it smells of mold or mildew it may need some cleaningThat is for any front loading machineThe customer has not informed anyone of any defectsJust says that she needs a resolutionIn this case, there is some customer responsibility when it comes to maintenance of the unitThat is not something covered by the warrantyShe will need to find someone locally to help her clean the machine if she is unable to do so on her own
Complaint: ***
I am rejecting this response because: I called the number they gave me a couple of times, with no luckI did however received an email from Compact Appliance saying they have shipped me a new icemaker, my problem is they also sent me an invoice on to my account for $I called and spoke to a billing representative who said he does not believe I'm going to be billed for thisMy time is running out to response to Revdex.com so I just want this on recordI can't believe how fast they responded to the Revdex.com after I had tried for so many timesThank you guys
Regards,
*** ***
Hello ** ***EdgeStar does in fact stand behind our productsYour product, a ***, comes with a year replacement parts, and days repair labor warrantyYour unit was over year outside of the warranty on the labor when you initially e-mailed inAt that time, our agent informed you that
the best option on was to have the unit diagnosedHere is a quote from the e-mail: "** ***The most likely problem that would cause the behavior you described is a failed circuit board, however we do recommend diagnosis by a qualified appliance technician before buying replacement parts, as they are non-refundableWe do have the replacement circuit boards in stock and they are $If you'd like to place the order, we can be reached at ***, M-F from 8:AM to 4:PM."At the time of purchase, you were given several different extended warranty options and declined to purchase oneJust like a car, or electronics, or any other appliance, there are moving parts that do sometimes failThat is why warranties and extended warranties existHowever, yours has expired thus ending any obligation EdgeStar has to repair the unit at no costWe would love to offer you a 5% discount on a replacement item or any additional parts that may be needed to repair the item
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThe company needs to forward a label as soon as possible and expedite the shipping of the new one once the old one is received
Regards,
*** ***
I see that a return authorization was set up in January of this yearJanuary 4, At that time, the system would have e-mailed out instructions and a return shipping labelIn order to exchange a unit, we would need the old one backJust like at Walmart, they do not let you take a new item out
of the store and then bring the one you want to exchange back at a later dateI see no follow up contact from the customer but would be happy to forward the shipping label againThat being said, a musty smell is not typically caused by an air conditioner malfunctioningAs far as the warranty is concerned, that would be maintenanceWhether the unit needs cleaning or something else is causing it, we would not be able to tell over the phoneThe act of making cold air does not produce smells thoughWe stand behind our offer to exchange, but the customer will need to put in a little effort to do so
Complaint: ***
I am rejecting this response because:As United Airlines recently discovered, there is a huge difference between being right and doing the right thing.Edgestar is right, my warranty only lasted for monthsHowever, I am not aware I was offered any extended warrantyIf Edgestar had asked that I pay for the diagnosis but they would pay for the any necessary parts I would have acceptedFor a part to fail approx month outside of warranty and for Edgestar to not offer a replacement or any compromise whatsoever, is not "standing behind" their productIt is avoiding responsibility of selling a defective product and is insulting to us as a consumer.Sooo - I will amend my negative review on Amazon, publish a negative review on ***, write a letter to the CEO of Edgestar expressing my displeasure and tell anyone who is interested that Edgestar products are unreliable and the that they do not stand behind thier productPublishing these negative reviews will almost certainly cost Edgestar at least one clientThat loss of a client is far more expensive than absorbing repair cost on my unit. Regards,
*** ***
Complaint: ***
I am rejecting this response because: I am fully cooperative with the companyEverything they have said is falseThe outlet was not overloaded and my boyfriend who originally spoke to the company rep was very upfront about what had occurredThey were being rude when they asked me if I was really 'complaining' about the length of time this process was talkingAnd now they are lying about what actually happenedI do not want.to work with this companyAs I have stated, the only resolution I eill.accept is a full refund of.the purchase price.
Regards,
*** ***
Complaint: ***
I am rejecting this response because: I don't want the unit repaired at this point at all. It is a Lemon and I want a refund along with the postage. And yes I can return it and will
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Please note that they make some outrageous claim that the warranty expired by 400%Not even closeProduct purchased 12/2015, product proved defective 1/months from purchaseWarranty for parts was monthsSo, Edgestar not very good at math either as the warranty expired by 8%400% would mean the product was years oldWhat a horrible company.Regards,
*** ***
We are sorry to hear the dehumidifier you purchased is having some problems. The *** comes with a year parts and a day labor warranty. You spoke with a member of our service team who assisted by conducting a phone diagnosis. Typically we would only provide replacement
parts and the customer would be responsible for the installation however based on the conversation we were able to determine the fault. Under this specific set of circumstances we were able to offer a replacement unit rather than having a repair attempted. The replacement unit was delivered on 9/26/17. Please let us know if we can be of further assistance
UnderstoodThank you for your considerationPlease make sure to note on all of your reviews that well after the warranty expired, by almost 400% on the labor, EdgeStar was not able to offer free services to you
Complaint: ***
I am rejecting this response because: I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI will ship the defective unit back and will accept a refund.Regards, *** ***
Complaint: ***
I am rejecting this response because:
Working hours with overtime and taking a college course is hardIf you haven't already noticedThis is a built in unit so from the time I received it in the begguining of july it took me about days longer to call in (actually as this complain states I called the second week of july while I was on vacation and got nowhereI think it would be unfair to say I wasn't proactiveBesides what do you expect, the night I get it to grab a sledge hammer and start remodeling my kitchen cabinets for a place under the counter I can install it? It remained in the box what I thought to be the safest place for itWho would have thought it was already damaged.Lastly, it was a house warming giftMost people don't give gift receipts and it would be out of line to ask for how much did you spend on my gift and where did you buy it? Could I have your order number annd oh yea a copy of your receipt? I have attached photos of the damage In the back of the unitMy guess is a poor factory braise because that is where it broke.And to reiterate I posted a picture of the front showing that the unit is new and has never been used
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** *** I now understand what happened & appreciate the Company's prompt response - All along when I called into customer service they thought I was the reseller not the end customer - Thanks for the clarification - *** ***
Hey ***,I am sorry to hear that your issue was not solvedI was able to review the e-mail chain and I see you followed up on 6/and did not receive a response from the agentI understand you tried to call over the weekend and we are closedI am going to have our manager or one of the agents
reach back out to you and try and do some further troubleshootingWe do not want to send out an entire beer tower when A)It may not even fix the problem and B)You may need a simple partOur warranty covers replacement of failing parts, so we would try and narrow down the part that is failing and replace thatAn entire tower would not really be necessaryIt is likely a simple issue that we can resolve relatively easily
Complaint: ***
I am rejecting this response because: I absolutely do not trust this company They can say what they want to about the unit if I ship it back Again *** refused to let me talk to anyone elseWhat kind of company does not have a manager to talk to Is there only person working for them? The only person who was speaking abusively was ***If you are in customer service you are supposed to listen to the customer - not continually speak over them and interrupt them AGAIN - he would not let me talk to any one else!!!! How can you diagnose a problem hundreds of miles away? Obviously they deal with these kinds of calls often. I was actually excited to get the air conditioner and was so disappointed it did not work Had *** not been so rude to me I would have wanted a replacement - but now will NEVER buy from this company. As for it being in a camper, the camper is parked in the shade and it's been completely remodeled - has new insulation, new roof and resealed windowsIt is half the size of what the air conditioner is rated for That being said - the unit barely blows any cold air.
Regards,
*** ***
Complaint: ***
I am rejecting this response because:
Regards,
*** *** I feel the second machine that *** warranty gave me was defectedIt worked for two monthsI think I should have a year warranty from ***I had two service calls on this with no avail,It has been monthsMy bathroom smells like mold or mildew from this machine having I guess a little water in it Please help! Iam leaving for vacation in a few minutes will be back Thursday Please do not forget me Thank you
Unfortunately, we have no way to verify that this unit is covered under warrantyThe warranty is based off of the purchase date and without any cooperation from the customer to find the original order, we have no way to verifyA picture that a unit has not been used is irrelevantIf I send a
picture of a car outside of the warranty to GM they are not going to be able to help eitherThere needs to be some way to verify that the warranty is still validWe offered solutions due to the inability to verify the warranty informationIf the unit has suffered shipping damage, there was a hour window from receipt of the unit to report the damageThose damages would not be covered under the warranty
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
This unit is outside of the manufacturer warrantyIf it smells of mold or mildew it may need some cleaningThat is for any front loading machineThe customer has not informed anyone of any defectsJust says that she needs a resolutionIn this case, there is some customer responsibility when it comes to maintenance of the unitThat is not something covered by the warrantyShe will need to find someone locally to help her clean the machine if she is unable to do so on her own
Complaint: ***
I am rejecting this response because: I called the number they gave me a couple of times, with no luckI did however received an email from Compact Appliance saying they have shipped me a new icemaker, my problem is they also sent me an invoice on to my account for $I called and spoke to a billing representative who said he does not believe I'm going to be billed for thisMy time is running out to response to Revdex.com so I just want this on recordI can't believe how fast they responded to the Revdex.com after I had tried for so many timesThank you guys
Regards,
*** ***
Hello ** ***EdgeStar does in fact stand behind our productsYour product, a ***, comes with a year replacement parts, and days repair labor warrantyYour unit was over year outside of the warranty on the labor when you initially e-mailed inAt that time, our agent informed you that
the best option on was to have the unit diagnosedHere is a quote from the e-mail: "** ***The most likely problem that would cause the behavior you described is a failed circuit board, however we do recommend diagnosis by a qualified appliance technician before buying replacement parts, as they are non-refundableWe do have the replacement circuit boards in stock and they are $If you'd like to place the order, we can be reached at ***, M-F from 8:AM to 4:PM."At the time of purchase, you were given several different extended warranty options and declined to purchase oneJust like a car, or electronics, or any other appliance, there are moving parts that do sometimes failThat is why warranties and extended warranties existHowever, yours has expired thus ending any obligation EdgeStar has to repair the unit at no costWe would love to offer you a 5% discount on a replacement item or any additional parts that may be needed to repair the item
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThe company needs to forward a label as soon as possible and expedite the shipping of the new one once the old one is received
Regards,
*** ***
I see that a return authorization was set up in January of this yearJanuary 4, At that time, the system would have e-mailed out instructions and a return shipping labelIn order to exchange a unit, we would need the old one backJust like at Walmart, they do not let you take a new item out
of the store and then bring the one you want to exchange back at a later dateI see no follow up contact from the customer but would be happy to forward the shipping label againThat being said, a musty smell is not typically caused by an air conditioner malfunctioningAs far as the warranty is concerned, that would be maintenanceWhether the unit needs cleaning or something else is causing it, we would not be able to tell over the phoneThe act of making cold air does not produce smells thoughWe stand behind our offer to exchange, but the customer will need to put in a little effort to do so
Complaint: ***
I am rejecting this response because:As United Airlines recently discovered, there is a huge difference between being right and doing the right thing.Edgestar is right, my warranty only lasted for monthsHowever, I am not aware I was offered any extended warrantyIf Edgestar had asked that I pay for the diagnosis but they would pay for the any necessary parts I would have acceptedFor a part to fail approx month outside of warranty and for Edgestar to not offer a replacement or any compromise whatsoever, is not "standing behind" their productIt is avoiding responsibility of selling a defective product and is insulting to us as a consumer.Sooo - I will amend my negative review on Amazon, publish a negative review on ***, write a letter to the CEO of Edgestar expressing my displeasure and tell anyone who is interested that Edgestar products are unreliable and the that they do not stand behind thier productPublishing these negative reviews will almost certainly cost Edgestar at least one clientThat loss of a client is far more expensive than absorbing repair cost on my unit. Regards,
*** ***
Complaint: ***
I am rejecting this response because: I am fully cooperative with the companyEverything they have said is falseThe outlet was not overloaded and my boyfriend who originally spoke to the company rep was very upfront about what had occurredThey were being rude when they asked me if I was really 'complaining' about the length of time this process was talkingAnd now they are lying about what actually happenedI do not want.to work with this companyAs I have stated, the only resolution I eill.accept is a full refund of.the purchase price.
Regards,
*** ***
Complaint: ***
I am rejecting this response because: I don't want the unit repaired at this point at all. It is a Lemon and I want a refund along with the postage. And yes I can return it and will
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Please note that they make some outrageous claim that the warranty expired by 400%Not even closeProduct purchased 12/2015, product proved defective 1/months from purchaseWarranty for parts was monthsSo, Edgestar not very good at math either as the warranty expired by 8%400% would mean the product was years oldWhat a horrible company.Regards,
*** ***
The retailer has reached an agreement and refunded the full purchase price of this unit, plus an additional $to help with disposal of this unit
We are sorry to hear the dehumidifier you purchased is having some problems. The *** comes with a year parts and a day labor warranty. You spoke with a member of our service team who assisted by conducting a phone diagnosis. Typically we would only provide replacement
parts and the customer would be responsible for the installation however based on the conversation we were able to determine the fault. Under this specific set of circumstances we were able to offer a replacement unit rather than having a repair attempted. The replacement unit was delivered on 9/26/17. Please let us know if we can be of further assistance
UnderstoodThank you for your considerationPlease make sure to note on all of your reviews that well after the warranty expired, by almost 400% on the labor, EdgeStar was not able to offer free services to you
Complaint: ***
I am rejecting this response because: I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI will ship the defective unit back and will accept a refund.Regards, *** ***
Complaint: ***
I am rejecting this response because:
Working hours with overtime and taking a college course is hardIf you haven't already noticedThis is a built in unit so from the time I received it in the begguining of july it took me about days longer to call in (actually as this complain states I called the second week of july while I was on vacation and got nowhereI think it would be unfair to say I wasn't proactiveBesides what do you expect, the night I get it to grab a sledge hammer and start remodeling my kitchen cabinets for a place under the counter I can install it? It remained in the box what I thought to be the safest place for itWho would have thought it was already damaged.Lastly, it was a house warming giftMost people don't give gift receipts and it would be out of line to ask for how much did you spend on my gift and where did you buy it? Could I have your order number annd oh yea a copy of your receipt? I have attached photos of the damage In the back of the unitMy guess is a poor factory braise because that is where it broke.And to reiterate I posted a picture of the front showing that the unit is new and has never been used
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** *** I now understand what happened & appreciate the Company's prompt response - All along when I called into customer service they thought I was the reseller not the end customer - Thanks for the clarification - *** ***
Hey ***,I am sorry to hear that your issue was not solvedI was able to review the e-mail chain and I see you followed up on 6/and did not receive a response from the agentI understand you tried to call over the weekend and we are closedI am going to have our manager or one of the agents
reach back out to you and try and do some further troubleshootingWe do not want to send out an entire beer tower when A)It may not even fix the problem and B)You may need a simple partOur warranty covers replacement of failing parts, so we would try and narrow down the part that is failing and replace thatAn entire tower would not really be necessaryIt is likely a simple issue that we can resolve relatively easily
Complaint: ***
I am rejecting this response because: I absolutely do not trust this company They can say what they want to about the unit if I ship it back Again *** refused to let me talk to anyone elseWhat kind of company does not have a manager to talk to Is there only person working for them? The only person who was speaking abusively was ***If you are in customer service you are supposed to listen to the customer - not continually speak over them and interrupt them AGAIN - he would not let me talk to any one else!!!! How can you diagnose a problem hundreds of miles away? Obviously they deal with these kinds of calls often. I was actually excited to get the air conditioner and was so disappointed it did not work Had *** not been so rude to me I would have wanted a replacement - but now will NEVER buy from this company. As for it being in a camper, the camper is parked in the shade and it's been completely remodeled - has new insulation, new roof and resealed windowsIt is half the size of what the air conditioner is rated for That being said - the unit barely blows any cold air.
Regards,
*** ***
Complaint: ***
I am rejecting this response because:
Regards,
*** *** I feel the second machine that *** warranty gave me was defectedIt worked for two monthsI think I should have a year warranty from ***I had two service calls on this with no avail,It has been monthsMy bathroom smells like mold or mildew from this machine having I guess a little water in it Please help! Iam leaving for vacation in a few minutes will be back Thursday Please do not forget me Thank you