Stromberg Products

This is in response to your reference inquiry on the service status of a perforator machine returned by Crittenton Service to us for repair.
Looking forward, we set up this machine for technical service and should be completed next week.  We will provide a shipping date...

next week with further details.  Separately, we will contact Crittenton with a status up-date.  Thank you.
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Review: We contacted this company in Dec 2013 to have our Stromberg machine fixed. After getting the shipping address and mailing the part to them months later we have yet to hear anything back. Its now been 5 months since we sent it in for repair. We have called numerous times and all we get is an answering machine that says their business hours and extensions. I've called first thing in the morning about 10 times, just answering machine voicemail, called in the afternoon, just answering machine voicemail, called before closing and again just answering machine voicemail. left voicemails, emails, fax etc no return call. This company is costing money by not having our machine to deface our returned checks.Desired Settlement: Want our product returned so I can find a more reputable company to deal with.

Business

Response:

This is in response to your reference inquiry on the service status of a perforator machine returned by Crittenton Service to us for repair.

Looking forward, we set up this machine for technical service and should be completed next week. We will provide a shipping date next week with further details. Separately, we will contact Crittenton with a status up-date. Thank you.

Review: We purchased a perforator from this company years ago due to a corporate initiative. It has been returned more than once for repairs. We returned it in December 2012 to be repaired and 5 months later, it is still not fixed. We have contacted the company via e-mail concerning this and they do not respond to our e-mails. There have been 8 e-mails sent requesting status updates or when the item will be shipped only to receive 2 e-mails back stating they would ship the next week but we have not received our perforator back as of yet. A third party vendor who works with the company contacted this company and they answered the phone immediately but when we try to contact them, they do not return any phone calls or answer. Our repairs are going to cost us 1/3 of the purchase price plus shipping, however, in our interest and because this has taken an unacceptable amount of time, we should receive some sort of discount on the cost. Not having this machine requires us a lot of extra time doing manual labor.

Product_Or_Service: XXX-X X Line Perforator

Desired Settlement: DesiredSettlementID: Replacement

If our original item is not able to be repaired quickly, then we should receive a replacement of the same model in order to meet our needs. If it can be repaired correctly and sent to us immediately, then we should not have to pay the cost of repair/shipping.

Business

Response:

Business Response /* (1000, 5, 2013/04/24) */

We have currently experienced product demand exceeding our normal schedule of assemblies causing a backlog in machines awaiting technical service. The delay in servicing Affinity Medical equipment is unusual. We are currently awaiting delivery for a stock of a part to finalize service. We will ship the machine within the next 10 business days.

Consumer Response /* (3000, 7, 2013/05/08) */

(The consumer indicated he/she DID NOT ACCEPT the response from the business.)

The company responded to this complaint on April 24th. We still have not received our perforator from them and it has been more than the 10 days they indicated in their response. This is not the first time they have told us it would be shipped in the next week or 10 days. They have had our machine for 6 months and they are just now ordering a part????? We don't believe they have any intentions of returning this machine to us. We would like for the company to send us a new machine at their cost. This equipment is capital which is being depreciated on our books and we don't have the item to even use at this point in time. Our corporate internal auditors require this machine to be used. We have been forced to do this work manually for 6 months taking extra time to satisfy SOX requirements.