S&W Appliances

Review: The serial number and model number on the Friedrich air conditioner bought on May **, 2013 does not match the serial number/model number on the box in which it was delivered. When I filled out the paperwork for the extended warranty I called to ask where to find the location of the serial number and was told to use the number on the box. Now, a little over 1 year later, the unit does not work and S&W will not honor the warranty because the serial number on the warranty form does not match the serial number on the unit.It appears that what happened is that a refurbished unit was substituted and put in the box in place of the actual unit purchased.When I went to S&W and presented the situation I was told that there was no proof that the unit in the picture was the same unit which I purchased from them and was told that there was nothing they could do. So now, 1 year after purchase, I am left to pay for the repair of what was supposedly a new unit which supposedly came with a 4-year warranty.Desired Settlement: I would like to exchange the defective unit for the model which I paid for.

Business

Response:

Customer came into our store with pictures of the units he thought he purchased here. One looked new and one looked old and dirty. The unit was not in the apartment that it was delivered to. We have working warranties for both of the models he purchased by us on that date with matching model and serial numbers. Unit he is claiming is a third model that he purchases somewhere else.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

As stated in the original complaint, both units were bought from S&W together at the same time. I installed both of them myself and I did notice that one of the units had some slight surface rust. However I attributed that to the fact that this unit may have been in the warehouse longer than the other. (And now, one year later the unit looks even more used.....hence the condition seen in the picture described by the merchant). It did not occur to me when I unpacked and installed the unit that someone might have switched the actual unit paid for with one that was used or refurbished. As the 2 units looked identical, it did not occur to me to check the model number or the serial number on the unit against the serial number on the box. (Based on advice I got from S&W on where to find the serial number to fill out the warranty form I used the serial number from the box).

I would like to ask the merchant: other than removing the units from the box while the delivery watches as a witness, and comparing the serial number of the unit against the serial number on the box (again, while the delivery man watches), what other possible proof could I present that I was sent a unit which I did not order. Even if I had detected the fraud the same day that the units were delivered, what possible proof could I present that I was sent a unit which I did not order?

It is the perfect scam as there is no way to prove that it happened.

Also, the merchant claims:

The unit was not in the apartment that it was delivered to.

Unit he is claiming is a third model that he purchases somewhere else.

Both these assertions are false. At the time I came into the store and told the merchant about the situation the unit was indeed in the unit that it was delivered to, and in fact still installed. As for the other assertion that the unit was purchased somewhere else, what does the merchant have for evidence to back up that claim?

Customer came into our store with pictures of the units he thought he purchased here.

One looked new and one looked old and dirty.

The unit was not in the apartment that it was delivered to.

We have working warranties for both of the models he purchased by us on that date with matching model and serial numbers.

Unit he is claiming is a third model that he purchases somewhere else.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

At this time, I have not been contacted by S&W Appliances regarding complaint ID [redacted].

Sincerely,