Final Consumer Response / [redacted] (2000, 6, 2015/11/10) */ I talked to Ivan at All Incand he assured me he would take care of the damaged microwave trim kit and order and install it at no cost to meThe matter has been resolved, and I would like to withdraw the complaint [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/08/12) */ This is in response to the complaint [redacted] submitted to your office on July 31, Ms [redacted] purchased KitchenAid appliances from ALL, IncShe placed her order on May 7, 2014, and her appliances were delivered on September 5, 2014, per her kitchen remodel scheduleALL, Incis a wholesaler/distributor of appliances that are manufactured by othersThe industry standard is that manufacturers provide the warranty for their productKitchenAid is manufactured by Whirlpool Corporation, and KitchenAid/Whirlpool provides the warrantyALL, Inc does not manufacture anything We want to take this opportunity to address each of the items Ms [redacted] listed in her letter to the Revdex.comFirst, be assured, the appliances Ms [redacted] purchased from ALL, Inc were in fact new appliances, and not refurbished or repackaged appliances as Ms [redacted] suggested they may have beenALL Inc placed an order with Whirlpool specifically for her appliancesThe refrigerator and range were both received in our warehouse on June 18, The microwave was received in our warehouse on August 14, And the dishwasher was received in our warehouse on August 19, We received all the appliances new, in-the-box from WhirlpoolThey remained boxed in our warehouse until they were delivered to Ms [redacted] 's residence on September 5, Ms [redacted] has had issues with the appliances she purchased, and KitchenAid has followed the rules of their warranty programThey do require three (3) service calls before product is deemed "un-repairable" and replacedA service call may include an initial call in which the service technician completes a diagnostic exam of the appliance and the follappointment in which a part is replaced or installedIt is often the case that a part must be ordered and then a follappointment is made to install that partIn the eyes of the manufacturer, that constitutes one service call In her letter to the Revdex.com, Ms [redacted] stated "water gushed all over the floor" from her dishwasher after it was installed by her contractor's plumberALL Inc was made aware of this issue on October 16, and immediately contacted Twin Cities Appliance, a factory-authorized service provider, and requested a service callOn October 20th the service technician examined the dishwasher and determined the clips on the sump and drain pump assembly were broken, and he placed an order for replacement parts with KitchenAidIt is possible the pump was damaged during installation, or that it was a defect from the factoryEither way, ALL Inc replaced the dishwasher at no charge to Ms [redacted] The order for replacement parts was cancelled and the new dishwasher was delivered to Ms [redacted] on November 17, We are not aware of any issues with the second/replacement dishwasher Ms [redacted] 's letter goes on to discuss her refrigeratorShe does not specifically describe the issue with the refrigerator in her letter to the Revdex.com; however we do know that ice/frost was building up in the freezerOn October 30, Twin Cities Appliance inspected Ms [redacted] 's refrigerator and determined the "freezer door was not sealing properly, no damage to gaskets or door..." Twin Cities Appliance ordered a new door and explained it would be 6-weeks before delivery of the new doorTwin Cities Appliance installed the new door on November 28thThe service technician checked operations and the notes say "all check - ok at this timeShould prevent ice/frost build up." Ms [redacted] says in her letter to your office that she is continuing to have issues with the refrigerator and that she has been working directly with KitchenAid to resolve those issuesShe goes on to say KitchenAid has agreed to process a full refund to her for the refrigeratorWhile we understand Ms [redacted] is not satisfied with the length of time it takes KitchenAid to process a credit for her, ALL Inc has no leverage to shorten that time frame because Ms [redacted] also sent a letter to the Revdex.com regarding about KitchenAidThat complaint has been forwarded to KitchenAid's legal department and there is nothing ALL Inc can do to intervene on her behalfUnfortunately, KitchenAid will not permit ALL Inc to haul away the refrigerator at this pointShe will have to wait for KitchenAid's legal department to address the matter Ms [redacted] also stated her microwave "stopped in mid cycle"She contacted ALL Inc on March 9, 2015, and we obtained approval from KitchenAid to replace the microwave, rather than order serviceIt has been our experience that microwave ovens are generally not repairableWe delivered her new microwave oven on March 27, Finally, Ms [redacted] states in her letter that the "range timer quit working and was reprogrammed by the repair service." ALL Inc had no knowledge of the timer issue or the service call until we read Ms [redacted] 's complaintWe are glad it was able to be reprogrammed and it sounds like it is now functioning properly againShe also stated she does not have the instruction manual for her rangeThe owner's manual should have been inside the oven when it was deliveredIf Ms [redacted] no longer has it, it can be found online at https://www.kitchenaid.com/customer-service/manuals/, or we'd be happy to print a copy and send it to herMs [redacted] also said the bread drawer was scratched on her rangeThis was the first we heard of any scratches on the rangeMs [redacted] never mentioned the scratches in any of her encounters with ALL Inc or KitchenAidIt seems likely the scratches could have occurred any time since the range was delivered in September ALL Inc has followed the manufacturer's warranty in all instances, and even worked to get KitchenAid to agree to replace the dishwasher and microwave oven without the three required service callsOur employees have clearly explained the warranty process to Ms [redacted] and felt she understood the process each time they spoke with herMs [redacted] named our sales representative, Ross [redacted] in her letterMr [redacted] recalls having several lengthy conversations with Ms [redacted] regarding the warranty process, and felt that she was always content at the end of each conversationHe also contacted our rep at Whirlpool and asked him to intervene on Ms [redacted] 's behalf We were surprised to receive this complaint, as we felt we have worked very hard to satisfy Ms [redacted] ALL Inc strives to provide its customers with the best possible service, and offered no less to Ms [redacted] At this time, the only open issue appears to be with the refrigerator, and that is in the hands of KitchenAid Best Regards, ALL Inc
The issue has been resolved and customer is satisfied with the solution.Thank you,ALL, Incteam
Final Consumer Response / [redacted] (2000, 6, 2015/11/10) */ I talked to Ivan at All Incand he assured me he would take care of the damaged microwave trim kit and order and install it at no cost to meThe matter has been resolved, and I would like to withdraw the complaint [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/08/12) */ This is in response to the complaint [redacted] submitted to your office on July 31, Ms [redacted] purchased KitchenAid appliances from ALL, IncShe placed her order on May 7, 2014, and her appliances were delivered on September 5, 2014, per her kitchen remodel scheduleALL, Incis a wholesaler/distributor of appliances that are manufactured by othersThe industry standard is that manufacturers provide the warranty for their productKitchenAid is manufactured by Whirlpool Corporation, and KitchenAid/Whirlpool provides the warrantyALL, Inc does not manufacture anything We want to take this opportunity to address each of the items Ms [redacted] listed in her letter to the Revdex.comFirst, be assured, the appliances Ms [redacted] purchased from ALL, Inc were in fact new appliances, and not refurbished or repackaged appliances as Ms [redacted] suggested they may have beenALL Inc placed an order with Whirlpool specifically for her appliancesThe refrigerator and range were both received in our warehouse on June 18, The microwave was received in our warehouse on August 14, And the dishwasher was received in our warehouse on August 19, We received all the appliances new, in-the-box from WhirlpoolThey remained boxed in our warehouse until they were delivered to Ms [redacted] 's residence on September 5, Ms [redacted] has had issues with the appliances she purchased, and KitchenAid has followed the rules of their warranty programThey do require three (3) service calls before product is deemed "un-repairable" and replacedA service call may include an initial call in which the service technician completes a diagnostic exam of the appliance and the follappointment in which a part is replaced or installedIt is often the case that a part must be ordered and then a follappointment is made to install that partIn the eyes of the manufacturer, that constitutes one service call In her letter to the Revdex.com, Ms [redacted] stated "water gushed all over the floor" from her dishwasher after it was installed by her contractor's plumberALL Inc was made aware of this issue on October 16, and immediately contacted Twin Cities Appliance, a factory-authorized service provider, and requested a service callOn October 20th the service technician examined the dishwasher and determined the clips on the sump and drain pump assembly were broken, and he placed an order for replacement parts with KitchenAidIt is possible the pump was damaged during installation, or that it was a defect from the factoryEither way, ALL Inc replaced the dishwasher at no charge to Ms [redacted] The order for replacement parts was cancelled and the new dishwasher was delivered to Ms [redacted] on November 17, We are not aware of any issues with the second/replacement dishwasher Ms [redacted] 's letter goes on to discuss her refrigeratorShe does not specifically describe the issue with the refrigerator in her letter to the Revdex.com; however we do know that ice/frost was building up in the freezerOn October 30, Twin Cities Appliance inspected Ms [redacted] 's refrigerator and determined the "freezer door was not sealing properly, no damage to gaskets or door..." Twin Cities Appliance ordered a new door and explained it would be 6-weeks before delivery of the new doorTwin Cities Appliance installed the new door on November 28thThe service technician checked operations and the notes say "all check - ok at this timeShould prevent ice/frost build up." Ms [redacted] says in her letter to your office that she is continuing to have issues with the refrigerator and that she has been working directly with KitchenAid to resolve those issuesShe goes on to say KitchenAid has agreed to process a full refund to her for the refrigeratorWhile we understand Ms [redacted] is not satisfied with the length of time it takes KitchenAid to process a credit for her, ALL Inc has no leverage to shorten that time frame because Ms [redacted] also sent a letter to the Revdex.com regarding about KitchenAidThat complaint has been forwarded to KitchenAid's legal department and there is nothing ALL Inc can do to intervene on her behalfUnfortunately, KitchenAid will not permit ALL Inc to haul away the refrigerator at this pointShe will have to wait for KitchenAid's legal department to address the matter Ms [redacted] also stated her microwave "stopped in mid cycle"She contacted ALL Inc on March 9, 2015, and we obtained approval from KitchenAid to replace the microwave, rather than order serviceIt has been our experience that microwave ovens are generally not repairableWe delivered her new microwave oven on March 27, Finally, Ms [redacted] states in her letter that the "range timer quit working and was reprogrammed by the repair service." ALL Inc had no knowledge of the timer issue or the service call until we read Ms [redacted] 's complaintWe are glad it was able to be reprogrammed and it sounds like it is now functioning properly againShe also stated she does not have the instruction manual for her rangeThe owner's manual should have been inside the oven when it was deliveredIf Ms [redacted] no longer has it, it can be found online at https://www.kitchenaid.com/customer-service/manuals/, or we'd be happy to print a copy and send it to herMs [redacted] also said the bread drawer was scratched on her rangeThis was the first we heard of any scratches on the rangeMs [redacted] never mentioned the scratches in any of her encounters with ALL Inc or KitchenAidIt seems likely the scratches could have occurred any time since the range was delivered in September ALL Inc has followed the manufacturer's warranty in all instances, and even worked to get KitchenAid to agree to replace the dishwasher and microwave oven without the three required service callsOur employees have clearly explained the warranty process to Ms [redacted] and felt she understood the process each time they spoke with herMs [redacted] named our sales representative, Ross [redacted] in her letterMr [redacted] recalls having several lengthy conversations with Ms [redacted] regarding the warranty process, and felt that she was always content at the end of each conversationHe also contacted our rep at Whirlpool and asked him to intervene on Ms [redacted] 's behalf We were surprised to receive this complaint, as we felt we have worked very hard to satisfy Ms [redacted] ALL Inc strives to provide its customers with the best possible service, and offered no less to Ms [redacted] At this time, the only open issue appears to be with the refrigerator, and that is in the hands of KitchenAid Best Regards, ALL Inc