Standard TV & Appliance

Dear Valued Customer, We at Standard sincerely apologize that your experience with service has been less than satisfactoryUnfortunately, we don’t offer service in your zip code and have sent out a third-party to assist youAfter several attempts, our Service Operations Manager was able to
connect and has confirmed that the third-party service will be out at your location tomorrow, 5/18/As our Service Operations Manager has expressed, if you feel that your service is yet again unsatisfactory, please contact either him or I, the Executive Assistant to the Director of Sales, to further assist you in having your needs metThank you for your patienceWe hope that you feel positively about the level of customer service we have provided in regards to this situation and that you will continue to do business with usSincerely, Executive Assistant to the Director of Sales, Standard TV and Appliance

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** *** I am really not happy with the out come, but there is nothing I can do about itI already have the same refrigerator at my home that works greatso to spend is not right Because I would never have even thought to get a new one if I had been told about the waterand really who need two refbut it is do that or give away my moneyIt really has my hands tied and I don't like that.I would rather have just gotten my money back, moved my other one back into the kitchen,(since I now have refrs.)

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThank you for your help.Sincerely, *** ***

Dear Valued Customer:Thank you for your feedback via the Revdex.com. I received your claim this morning and have spent the morning researching it. I am very sorry our customer service relations manager was not prompt in returning your calls. She is a one-persondepartment
and her call backlog sometimes is quite large. However, this is not an excuse. Standard strives to provide stellar customer service to all of our customers and I am sorry we did not meet that expectation for you.The ordeal with your dryer drum is unfortunately, something that is out of Standard’s control. Defective merchandise from our distributors is something that is not discovered until it is un-boxed in our customers’ homes. Once defective merchandise is discovered, we absolutely can help facilitate a new part or unit with the manufacturer.Our records show (and is confirmed by the timeline you set forth in your complaint): The new washer and dryer were delivered May 3, 2015. On May 13th, you spoke with our service department and they put in motion the process of ordering you a new drum for your dryer It took about three weeks to arrive and when it did, it was damaged (Again, out of Standard’s control) We ordered a second drum that took 2-more weeks to arrive We are now up to mid-June According to Bryson in our Service department, he called you when the second drum came in to schedule a time to come out and install itHe said you wanted us to come out that very day to do so. Bryson said we were not able to come out the same day, but could fit you in the very next day. Bryson said that you then said to “forget the whole thing” and hung up He didn’t hear back from you and the service ticket was closed We did not hear back from you again (as stated in your claim) until mid-July when you attempted to get a hold of customer relations You tried twice: July 17th and July 30th However, on July 9th, we got notice from Visa that you disputed the entire charge ($3,184) with them and they approved it, taking back our money and refunding you. This amount includes the dryer AND the washer, which to our knowledge you have not had any problem with.We are confused as to why you would dispute the charge. We promptly ordered you a new drum. When the mfg sent us a damaged one again, we got them to send us yet another one When the second one arrived, you declined to have it installed and instead chose to have Visa revoke payment for your order. With all due respect, you are now asking usto provide you an exchange, PLUS reimbursement for a tardy rebate, on product you have not paid for. Our customerrelations manager has left you a voicemail giving you two options: provide us with a day and time we can come out and pick up your unpaid merchandise or provide us with another form of payment. Discussions regarding any kind of part replacement or unit exchange will not go forward until payment is received. Sincerely,

Valued Customer,
Please accept my apologies for any inconvenience you have experiencedAs your refrigerator is still covered under the manufacturer's warranty, there are certain policies and procedures we have to adhere to in order to best service your unitAny parts ordered from the
particular brand you purchased from take longer to receive than many others, and their products are more difficult to repairWhile not an excuse, please understand that while an appliance is still under the manufacturer's warranty, we have to follow their steps to fully ensure that you product is coveredWe only sell extended warranties, which go into effect after a unit is no longer covered by the manufacturerThe technician sent to your house in error was a misjudgment, and has been addressed with our Service ManagerFortunately, our Customer Relations Representative has been able to secure an exchange with the manufacturer on January 21st, and a credit is being issued for the full price of the unit, accessory, and warrantyWe sincerely hope that you are satisfied with this resolutionYour feedback is appreciated and will be considered when dealing with similar situations in the future
Sincerely,
Executive Assistant to the Director of Sales at Standard TV and Appliance

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, Standard TV has refunded our account $for the excessive labor costs to repair our stove. We consider the case now closed satisfactorilyThank you for the help in resolving this matter.*** *** ***

Hello,I apologize for not responding sooner We have been researching your problem That, coupled with the long holiday weekend, has prevented me from replying sooner On behalf of Standard TV, I want to apologize for your horrible experience all around I spoke with your
salesperson, the service manager, the Beaverton Store Manager and the Portland Store Manager and nobody had any recollection of your issue As a consumer, I would find this information infuriating As an employee of Standard, it is both embarrassing and appallingBelieve me, I have brought your Revdex.com Complaint to the attention of my Corporate General Manager and our Owner Again, I cannot apologize enough for the way you've been treated.In order to bring you a swift resolution, you should hear from our Customer Relations Manager today We will take back your broken range and give you a full refund She will set that all up with you I'm sorry it has taken so long to resolve something as simple as a broken appliance Sincerely,

Complaint: ***I am rejecting this response because: I never received a phone call from Standard TV like they have stated in the apology letter and when I tried calling them I was asked to hold from different customer service reps and kept getting transferred in a circleEach one of the reps wants to know why I'm calling and why I need to talk with certain positionsI refuse to answer these question because the last time I did answer them, I was just placed on a very long hold with no results at the endI finally got hold of someone and they told me to call back the next day because the person was off shift at If they hadn't put me on hold for so long and led me in circle then I would have had a chance to talk to someoneAt this point I don't want to deal with them through phone calls anymore.Sincerely,*** ***

Hello,Mr*** issue had been escalated to our Customer Relations Manager the evening before we received the Revdex.com complaint She immediately called Mr*** and spoke with him She apologized for the lack of attention our service department gave to his broken range Kelly
contacted the manufacturer on his behalf and opened a file This morning, Kelly heard back from our mfg service rep and they have approved an exchange Kelly has contacted Mr*** to arrange the exchange.On behalf of Standard, I want to apologize for the lack of communication from our service department to you Your complaint is being brought to the attention of our Corporate General Manager and our owner I hope your new range will work out perfectly for you for many years to come.Sincerely,

I am respectfully asking for this complaint to be closed I have detailed our side of the complaint and asked the customer to do one of two things He has agreed to have us pick up his unpaid for merchandise, which we have arranged to do The customer may have "rejected" our initial response, but he complied with our request Barring any difficulty picking up the merchandise, as far as Standard is concerned, this matter is closed.Thank you,

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

c Dear Valued Customer,   Our Customer Relations Manager has contacted the manufacturer of your product on your behalf and has secured an exchange for you. The manufacturer will be contacting the servicer in your area to swap out the product. Please feel free to reach out to me should you...

encounter further issues.   Thank you for your feedback.   Sincerely, Executive Assistant to the Director of Sales, Standard TV and Appliance

Dear Valued Customer,I apologize that your experience with replacing your door has been less than satisfactory. We have scheduled service with a replacement door for Wednesday, January 10th. We hope to gain back your confidence in our capabilities as a company. If you have further questions or...

concerns, please do not hesitate to contact us.Sincerely,Executive Assistant to the Director of Sales

Dear Valued Customer,Please accept our sincerest apologies that you feel as though your situation was not handled in an appropriate manner. This issue originally happened last year in March. In the last 13 months, we have made several attempts both at the store level and corporately to contact you...

to resolve this billing issue. Our Accounting Department is willing to work with you to accept monthly payments. Unfortunately, we cannot build this into the your existing credit account, as the amount due to Standard at the time of application exceeded your credit limit. The Credit Manager has been made aware of the situation and is awaiting a return phone call. Please feel free to contact either the Credit Manager or the Executive Assistant to the Director of Sales. We would like to amend your situation. Sincerely,Executive Assistant to the Director of Sales at Standard TV and Appliance

Complaint:...

[redacted]
I am rejecting this response because: I have contacted my insurance and the person handling the segregation part of the claim is [redacted]. He is with [redacted]. His Number is [redacted]. His business hours are 7-3:30   Monday thru Friday Central Time. I spoke with him this morning and gave him your number and he will be contacting you. 
Sincerely,
[redacted]

Dear Valued Customer,
 
Please accept our sincerest apologies that your expectations were not met in this situation. After researching with our Sales, Service, and Customer Relations departments, it sounds like the level of communication you received was not only unsatisfactory to you, but...

does not reach the level of customer service we pride ourselves on. Our Service Department Manager has tried several phone numbers as listed on your Sales Order to make contact with you to remedy this situation. Please give us a call and ask for either the Service Department Manager or you may contact me directly, Executive Assistant to the Director of Sales.
 
Again, we apologize for any inconvenience this has caused for you and your family. Thank you for bringing this problem to our attention.
 
Executive Assistant to the Director of Sales.

Ms. [redacted],Please let me start by apologizing for the delay in service.  While we didn't receive the Revdex.com complaint notice until Tuesday, we received your complaint via our own website as well as our Facebook page on Monday.  Our senior dispatcher and complaint resolutionist was on the...

phone immediately with you.  A service appointment was scheduled Saturday for Monday the 8th to come out and fix the sensor issue and the original problem.  However, not all the parts were in.  It's Standard's practice to call customers and inform them of this and there might have been a communication misunderstanding where you thought we were no longer coming out at all on Monday.  However, our tech picked up what parts were available and showed up on Monday as scheduled.  He was able to fix the sensor issue so you could run the washer.  A second appointment was scheduled for Wednesday to fix the original issue.  Once that appointment was completed, the same dispatcher followed up with you to make sure everything went smoothly and you were satisfied.  As of today, your washer is fully functional.  We value your business, Ms [redacted], and again, apologize for any inconvenience we have caused you.  Please don't hesitate to contact us in the future if any other problems arise.  Respectfully and sincerely...

Dear Valued Customer,We would like the opportunity to address your concerns. Please have your insurance company contact our Claims Department at 503-542-3524 to discuss your claim. Sincerely,Executive Assistant to the Director of SalesStandard TV and AppliancePortland, OR

This has been resolved.  The manufacturer, Speed Queen, and the appliance dealer, Standard TV and Appliance Co., have agreed to replace my washer with a new one.  This is scheduled for Monday, December 19.Thank you for your help![redacted]

Hello....I have emailed Mr. [redacted] this morning....below is a copy of the email I sent him...Good morning Mr. [redacted], My name is Diane and all of our company’s Revdex.com complaints come across my desk for review.   I am truly sorry for the misinformation you received from our...

service department.  We have several new dispatchers and situations like these absolutely present opportunities for more training.  I have brought this to the attention of the Service Manager (who is copied on this email), Nate W[redacted]. Nate and I have reviewed your service history and show that the $179 you paid was for labor only.  In your research with [redacted] that you regrettably had to do yourself, you learned that your part had a one year warranty.  Thus, you were not charged for the part.  In the text of your complaint, you stated that ([redacted]) was going to “check and see if the service call fee could be refunded, but they (had) not called in a week.”  No doubt if they had called you back, they would have informed you that while the part was covered for one year, the labor is only covered for 3 months.  Therefore, we are declining to refund your $179.  However, I realize the process of getting your control panel repaired did not go as smoothly as it should have.  Again, I apologize for the bad experience and recognize you deserve something for your troubles.  I will be sending you a gift card for [redacted] in the mail today. It can be used at a few different places including [redacted] or [redacted].  Please accept this as a token of our apologies.  We will strive to exceed your expectations should you need anything from Standard again. Sincerely,