Spencer's TV

April 13,2012, my wife and I took our savings to purchase side by side fridge, gas stove, microwave / Hood, dishwasher, side by side front loader washer and dryer. 23 months later and here are my issues after spending $5000.00. Gas stove works but oven igniter out again for 3rd time. One [redacted] broke off while wiping it down.

Dishwasher washes and when you open it, the dishes r wet,

Fridge handle comes off all the time, Chrisper drawer lip broke off on one side, ice maker spout broke off, and one door shelf has crack in clear plastic

I'm told now that extended warranty I purchased will not cover plastic shelf I was told at time of purchase they have a warranty extension so I purchased it. I was never told the warranty only covered part of the fridge

So when my warranty expires, I guess I will be a veteran with dollar store appliances cuz I can't afford it and I have had four going on five service calls.

We contacted customer and emailed him a copy of his warranty. I believe he has been taken care of we have resolved this issue.Thank you, Autumn Y[redacted]

Spencers sent someone to look at my stove and they told me it was about 600 to repair it.. So Spencers is doing nothing for me.. I am a 100% disable vet , and will take flyers to the [redacted] v** and all the differnt places to let them know how Spencers does there bis.  I am very un happy with them . I still have about 2600 to pay for the applances and will not pay anymore

Thank you for the opportunity to respond to [redacted].I apologize [redacted] required service on her [redacted] dryer.  The manufacturer provides a one year warranty on most products purchased from any retailer.  [redacted] does have this warranty provided from the manufacturer....

 [redacted] stands behind their product but after reviewing the service [redacted] received to date the product would not reviewed by [redacted] for an exchange.  If [redacted] has multiple repairs requiring parts during the first year [redacted] would be able to assist by reviewing the service history and possibly providing an exchange if the service warranted this.If [redacted] would like to purchase an extended warranty from either [redacted] directly or from a third party warranty company she would have up to the end of the first year warranty to do so.  [redacted] may contact either the salesperson who helped her or contact [redacted] directly to purchase a warranty.Sincerely,[redacted]

We are sorry to hear about customer Ronald N[redacted] complaint about their purchase of a Frigidaire front load washer FFFSE5115PW purchased on 8-4-15.  I have contacted Goldwing service and they reported that on 1-25-2016 the tech was unable to find or duplicate any leaking caused by a...

defect in the machine.  The diagnosis was customer at times was using too much soap and tech explained operation.  The N[redacted] hopefully found this information useful and are happy with the results.  The product has a 1 year manufacturer warranty and if they are not satisfied with the diagnosis we recommend they receive a second opinion from a different service company.  They can call Frigidaire customer service at [redacted].  We would be happy to set this up for them if that is something they want to pursue?  They can reach me at [redacted] and my name is Jim B[redacted].  Thanks so much for letting us know of this issue.

We are sorry to hear Mrs [redacted] has not found our customer service to be acceptable.  We have offered her 100% credit back for the purchase of another bed which will suit her needs and sleep habits.  We have stated to Mrs [redacted] that we will pick up and deliver the new bed free of...

charge with no extra fees or delivery charges.  This is over and beyond our normal bed return policy that is posted in every store.  Thanks [redacted]

We are sorry Ms. [redacted] has had a bad experience with her washer([redacted]).  I left a message on Monday December 28th @ 9:45 AM for her to give me a call.  I have yet to hear back from her.  We are willing to refund her money back but we would like to do so as quickly as...

possible.  Ms. [redacted] just needs to call the store and speak to either her salesman Tommy A[redacted] or the store manger Kevin K[redacted] to set up a pick up time for our delivery team to pick up the units.  Once we have the units we will reverse the charges through wells fargo finance.  If she has any other questions I can be reached at [redacted] and my name is Jim B[redacted].  Thanks and have a Happy New Year.

The issue has been resolved.  The microwave was replaced on invoice 978398.  Thanks for making us aware of this issue.

At this point I believe it would be best for the customer to reach out to ** consumer relations at ###-###-#### (this info was provided the day I visited her home as well) and speak with them.  The warranty will cover the unit for the first year, if there is an issue found they will resolve it. Heres a a report on phosphate free soap.[redacted]

Also, please see this report from ** addressing some of the complaints.[redacted]

We are sorry to hear Mrs [redacted] has not found our customer service to be acceptable.  We have offered her 100% credit back for the purchase of another bed which will suit her needs and sleep habits.  We have stated to Mrs [redacted] that we will pick up and deliver the new bed free of charge with no extra fees or delivery charges.  This is over and beyond our normal bed return policy that is posted in every store.  Thanks [redacted]

We are sorry to hear that [redacted] is upset with her refrigerator.  We called her on Friday Aug 7th to listen to her concerns.  We understand she is upset that her new $2700 refrigerator had an issue with dispensing water the first 48 hours after the delivery.  When I...

called her on the 7th I learned there were some conflicting reports from General Electric service notes in that the tech thought it was from new plumbing.  In some cases small debris particles have a tendency to clog up the water valve when customers first use the water dispenser and usually found with new plumbing.  In Ms. [redacted] case she did not have new plumbing so we can not be 100% sure why the water valve got clogged.  GE service went out on July 25th to diagnose the issue.  GE fixed it on the 31st.  We at Spencers are as upset as Ms. [redacted] that she had to wait 11 days for her new refrigerator to work 100%.  Though there is no definite answer on why it happened we offered Ms [redacted] the reimbursement of her 4 year extended warranty on her refrigerator totaling $180.  Ms [redacted] only feels a new refrigerator will suffice.  The minor issue has been fixed by GE, the manufacturer, and we feel we are being more then fair by offering her the reimbursement of $180 for the 4 year extended warranty.Respectfully,[redacted](Spencers TV and Appliance)###-###-####

THEY MAY BE ABLE TO DOUBLE TALK YOU, BUT WE HAVE THE PROBLEM. THEY CONTINUE TO SEND SERVICE PEOPLE WHO ALL TELL US DIFFERENT REASONS FOR THE LEAK. THEY FINALLY SENT SOMEONE OUT WHO SAID IT NEEDED 3 PARTS TO FIX IT. THEY CAME OUT MONDAY AND PUT THE PARTS IN AND THE UNIT STILL LEAKS AND OUR TILE FLOOR IS COMING UP. THEY TOLD US TO CALL FRIGIDARE WHO ALSO GAVE US A RUNAROUND AND SAID TO CALL SPENCERS BACK, WHO ALSO GAVE US A RUNAROUND. THEY CAN SAY ANYTHING THEY WANT BUT THE WASHER IS LEAKING ON OUR FLOOR SINCE WE BOUGHT IT, WHY. SINCE THEY CAN NOT FIX IT JUST A SIMPLE REPLACEMENT, BUT THE STILL WANT MORE SERVICE PEOPLE TO LOOK AT IT. IF WE CAN NOT GET A FAIR REPLACEMENT WE WILL GO TO SOCIAL MEDIA NEXT AND THEN SMALL CLAIMS COURT AND THEN PUT THE WASHER ON A PICKUP TRUCK AND PARK IN FRONT OF SPENCERS WITH SIGNS TELLING OUR STORY.THEY STALL AND STALL. NEVER DEALT WITH A COMPANY LIKE SPENCERS THAT DOES NOT PUT THERE CUSTOMERS FIRST.

2 different service centers have went out and the unit tests fine.  I also visited the home to inspect the dishes that were still "dirty" and they looked fine to me besides some water spots.  I advised the customer to used [redacted] and explained the benefits that a water softener could...

provide.  I brought her a 90 day supply of soap with phosphates (helps fight hard water build up) at no cost to her.I also explained how the drying is different on this model than her previous.  The new model she bought does not have a heated dry option like her previous Frigidaire. Anyways,     The manufacturer cant find anything wrong and labels their visits to her house as an "education call" and after I personally visited the house I agree with their assessment.  I advised the customer that she would have to deal with ** if she wanted to escalate the call any further and I provided her with a phone number for ** customer care escalations department.Very Respectfully,[redacted]

We are happy to report Mr. L[redacted] issue has been solved.  If Mr. L[redacted]s  has any further issues please feel free to call Jim beck at [redacted]

We are sorry Mr. [redacted] had a bad experience with us.  Mr [redacted] disputed his credit card with us and allowed his credit card company to take the money back.  I have reviewed this case with the salesman and we all admit that this could have been handled in a better way.  On behalf of...

Spencers Tv and Appliance we apologize deeply for Mr [redacted]'s experience with us and hope he gives us a another chance to gain back his trust.  Thanks

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 until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Dear Ms. [redacted],Thank you for the letter from Mr. [redacted], case number [redacted].  As I read his letter I feel bad that we disappointed him with the time of delivery.  I am sure that asking for a before 12:00 delivery and receiving it an hour or two after was a bit of an inconvenience...

for him and his family.  Mr [redacted] has had 3 service calls in the first year on his refrigerator.  Although I am sure you understand that we do not manufacture any of the items we sell, we do hold our vendors to a standard that protects our customers when they find themselves in a unforeseen bad situation.  It is our policy that if some has had 3 service calls in a year with the same problem, we will exchange it.  That does take a couple of days to get the authorization and as soon as we get the paperwork finalized from Whirlpool the exchange will be done for them.  We will notify the [redacted] family to when that will happen. [redacted]

In regards to case number [redacted],
I was the one who received this complaint back on 4-11-15 at which point I contacted ** and started working with him on a resolution.  After working with the manufacturer and speaking with the service center we decided to return the refrigerator and...

select something different.  It took a few weeks for the process to complete unfortunately because the [redacted]'s were traveling out of town and then once back in town they ended up in a car wreck.  We were finally able to meet in in person to select a new **del, and on May 1st we delivered their new unit.  I just called ** again today to check on him and everything is going well.  To be honest, I had never handled a Revdex.com response before this so I wasn't aware that I was supposed to send in paperwork to you explaining what we did for the customer.  I had taken care of him, but never shared that with you.  Lesson learned!Have a good day.Very Respectfully,[redacted]

On behalf of Spencer's we are sorry to hear the D[redacted]'s needed service out of the gate.  We have called ** on behalf of the D[redacted]'s and yes they will not replace.  They show the dryer was fixed by [redacted] Service on 5-25-16(see attached work order).  If this is not the...

case please contact Jim Beck at Spencer's corporate [redacted] to discuss further.  Thanks for your business.

The customer was given a brand new washer despite 2 different service companies finding an issue.  I hope you find this over and above the call to action.  Thanks for the reminder