Sub-Zero, Inc.

Dear Ms***This e-mail is to confirm receipt of complaint ***. We have looked into this matter and it appears that the countertop oven has been on backorder but has shipped and is actually due for delivery today. We have attached a copy of the tracking information and we have
also contacted the customer to inform him that the oven appears to be out for delivery through UPS today to his home*** ***
SrLiability Claims Coordinator Direct (608) 204-

Dear Ms***This e-mail is to confirm receipt of complaint ***. We have looked into this matter and it appears that the countertop oven has been on backorder but has shipped and is actually due for delivery today. We have attached a copy of the tracking information and we have
also contacted the customer to inform him that the oven appears to be out for delivery through UPS today to his home*** ***
SrLiability Claims Coordinator Direct (608) 204-6450

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. Hopefully wolf is able to get the range operating properly. If not a replacement or refund is acceptable.
Regards,
 
[redacted]

I'm following up in regards to your letter referencing complaint ID [redacted] for Mr. [redacted] dated June 3, 2015.I've looked into this [redacted]er and understand that Mr. [redacted] has been assigned to a Customer Care Advocate in order to resolve his issues with his Wolf Range. Currently service is...

scheduled for Friday,June 12th 2015. They will be checking gas pressures coming into the range as we feel this may be the issue and not a defect or problem with the range itself.If we are not able to resolve this issue with Mr. [redacted] we will offer to replace the range at no cost or provide Mr. [redacted] his money back per his request.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I have been dealing with [redacted] at Wolf and he has been very responsive and seems to really want to get this issue resolved. This is a complete turnaround from my previous dealings with Wolf and I thank the Revdex.com very much for helping with that. Today, Pinnacle appliance tested the gas pressure and the tech said the range/stove was receiving proper gas pressure. The tech was very nice and professional. He told me he would forward Wolf the pressure readings he took. His opinion was that the valves are no good/defective, acknowledged that they "didn't feel right" and that the stove definitely was not changing the flame and temperature properly or like the other Wolf ranges he works on. I asked if there was a possibility that the valves would not solve the problem, what else it could possibly be and he said that if the valves were not the issue "there has to be something seriously wrong with this range". He said they would order the 6 new Valves for the range and they would have to return to install them another day. So it looks like we are getting close to what the issue may be but, this is not resolved as of yet.Regards,
[redacted]

I've looked into this [redacted]er and understand that Mr [redacted] has been assigned to a customer care advocate in order to resolve his issue with his wolf range. Currently service is scheduled for Friday, June 12th 2015. They will be checking gas pressures coming into the range as we feel this may be the issue and not a defect or problem with the range itself.If we are not able to resolve this issue with Mr. [redacted] we will offer to replace the range at no cost or provide Mr [redacted] his money back per his request.Sincerely,[redacted]

Review: Sub-Zero is the Master Distributor for ASKO for the entire USA. We have an ASKO dishwasher Model 1805, that ASKO has agreed to recall due to a Fire hazard. Sub-Zero and Asko is not honoring the recall and repairing the dishwasher and is telling us to disconnect power from the unit and dispose of the unit.... ASKO and their exclusive agent is refusing to honor the terms of the recall and has chosen not to repair the units. ASKO and their exclusive agent Sub-Zero need to refund the purchase price and the installation costs if ASKO and their exclusive agent Sub-Zero refuse to honor the settlement with the US government to repair the units being recalled.... IF ASKO and their exclusive agent Sub-Zero are refusing to provide a repair, then ASKO and their exclusive agent Sub-Zero need to refund the purchase price.Desired Settlement: ASKO and their exclusive agent Sub-Zero need to refund the purchase price plus installation of the product they are refusing to repair, and repair was the agreed upon solution ASKO and their exclusive agent Sub-Zero reached as the solution to the recll.

Review: I purchased a stove/range last August. This stove is not able to control a flame properly, it can only do a very high or very low flame. I believe the valves/knobs that control the flame were not manufactured properly or are defective in some way. I owned a wolf stove previously and it did not function this way. My parents have the same wolf stove and theirs does not function this way, they have the precise flame and temperature control one would expect. I have documented this with video evidence of both stoves. Sub Zero/Wolf advertises for this stove/range: "...until you cook on the Wolf 36” Gas Range. It has performance features born of professional kitchens, for the precise control to master any type of cooking" and "PATENTED DUAL-STACKED SEALED BURNERS FOR PRECISE CONTROL" and "SIGNATURE RED CONTROL KNOBS Instantly identify your stove as a Wolf, and provide infinite control for more precise cooking." My stove does not live up to their claims of precision or infinite control. It is next to impossible to get the flame/temperature you need if it is anything other than extreme high and extreme low. Wolf initially sent a repair tech to adjust the knobs/valves and despite acknowledging the problem he said that there was no way to adjust the knobs/valves, thus there was nothing he could do at that time. I have been going back and forth with wolf customer service for months even sending them videos of my stove and my parents, showing the differences. They have now stopped responding to my emails and I have not heard from them in weeks. They are not attempting to resolve this issue, despite the stove still being under warranty.Desired Settlement: I would like my stove to operate properly. If Sub Zero/Wolf is unable to do so, I should receive a refund so I can purchase a stove that is practical to cook on, and lives up to its advertised claims.

Business

Response:

I'm following up in regards to your letter referencing complaint ID [redacted] for Mr. [redacted] dated June 3, 2015.

Review: NEW Home 2008, had WOlf double wall oven. Unit was replaced under warranty for "OIl-canning" and interior finish defect. NOW the second wall oven is doing the same thing. After self clean the bottoms of both oven "blue finish" is coming off. Wolf wants me to pay $1350.00 plus a removal/re-installation fee to which I am waiting to find out.Desired Settlement: Removal and replacement at no cost to me due to same issue on two units.

Business

Response:

Sub-Zero is very committed to customer satisfaction and takes these matters very seriously. We have reviewed the information provided and will work to resolve this matter with the consumer directly.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and that they want to deal with me directly. Will wait for them to contact me to find a resolution.

Regards,