The Washing Machine Man

I just received the most recent correspondenceFirst and foremostMy apologies to Ms***Second, I did not call because she went to Revdex.com From what I understand we are to communicate through the Revdex.com at this pointCan we set a conference call?I do believe that I said that I would adjust her warrantyI don't understand how I could be suspected of stalling until the warranty ends if I want to extend it.The tech did use the word "un-repairable" we use that word when the cost to repair exceeds a certain amountAt this point, I am so embarrassed and ashamed of the experience Ms [redacted] has had, the cost of repair is not an issue.Store policy is no refunds, and frankly a refund would be letting me off easilyIf what she says is true, I an send her some money and be donethat's not good enoughi would make me fix it and extend the warranty to a much longer time period, (two years for example)I'd also make me send a gift certificate to the restaurant or store of my choice for amount of fifty to seventy five dollarsThat's what I would do in her situationI would also make sure that the warranty did start until after the repair was complete God has been to good to me for me to start messing up nowI want nothing more than to resolve thisAs I stated I would have long since called her by now, but when I received communication from Revdex.com, I followed procedureFor duration of this issue, I will channel all correspondence through Revdex.com I will fix or pay to fix the problem, start a two year warranty the day after the repairs are done and finally I will send her a $gift certificate for the establishment of her choice.Respectfully Yours, [redacted] P.SI will take a phone call if she wants but I must advise that written communication is much more effective.Your full service appliance store

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.The company has not offered a resolutionThey simply made mention that they intended on contacting me yet still have notI no longer want to do business with this companyI want a full refundSince the day that I purchased these products over months ago, I have still been washing my clothes at a laundry matI do not want parts repaired after the master repair person stated it was unrepairableI do not want to swap it out for another piece of junkThis Washing Machine man is intentionally not contacting me so that my "warranty" runs out and I am permanently stuck with this junkI have wasted enough time and effort on this matterI demand a refundI refuse to go back and forth with this company any more! Regards, [redacted] ***

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 considering there are no more of the same problem Regards, [redacted]

[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 Regards, [redacted]

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 am responding in kind When I entered the business, I immediately asked for the manager the receptionist said that he was not in I asked the receptionist what was the business going to do with this busted washer She mentioned that I was out of warranty, this was understood The company sent someone out the day before to repair and the repair man couldn't because it couldn't be fixed He "said why would they sale the machine and they knew it was not going to last" "I didn't have an answer"I was frustrated because the repairman stood in my basement called the business and stated to me after talking to someone that I could receive another machine for the same amount I was fine with that, that was the purpose of my returning to the business He used my home phone to make this complaint about the machine and spoke to someone about me getting another I am a professional educator and I know how to conduct myself in any situation The owner did not live up to his commitment, and that is why I am so terribly upset I have pictures of the machine crumbled motor that could have started fire in my basement, if I had not been home We were told when purchasing the machine that each appliance was checked, well i'm here to inform you that this is not happening I left two working phone numbers with the business and no one tried to call me back It was not until I called that he said "that he was not going to do a got damn thing" I never heard anything back from him I only raised my voice, never cursed, just wanted an explanation as to what was going to be done about the situationThere was only one customer in the business at the time I was inside and she saw how horrible customer service is in that establishment I am not the cause of him not making a sale that day The customer was in shock and she chose to leave the business and she said that she felt empathy for me I like to support small businesses in the Milwaukee community, but after this incident I will be a little cautious for future reference I would really like for Revdex.com of Wisconsin to come out and view the washing machine, as I have no reason to exaggerateAlso, the numbers that the owner stated that he called were incorrect, and by me being a customer in his data base he should have been aware of that! This to me is a prime example of customer service, respect, and customer appreciationI feel so cheated based on the fact that I was sold a broken washer, that was workable for a a couple of months in which was probably refurbished to only work for a limited time anywayThis washer was a danger and I am so glad that my house didn't catch a fire based on the underlying condition of the washer.Sincerely, [redacted] I am the mother whom purchased the washer for my daughter

When she came in we warned her that the washer that she was interested in may not fit and suggested a different washer.She still decided to purchase that washerIt did not fit so she ended up getting the one that we suggested to herThere is a $delivery fee when a customer orders the wrong
item.We did not charge her that $delivery feeInstead, we allowed her to keep $in store credit and brought the replacement washer free of chargeShe brought someone in and allowed them person to use the store credit on their purchase.Please feel free to reach out if you have any other questions regarding this complaint.Thank you,*** ***
The Washing Machine Man

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowI was never indecisive on the delivery.I waited all day on the next day which is the day they said they would deliver itFinally, on Monday, they did deliver it but they did not call or alert that they were on the way so I almost did not get my old refrigerator removed which is supposed to be apart of their service. They were unprofessional and slow and I do not like that
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

What bad service are you talking about? You bought a washer, it lasted the full warranty period with no issues, when it malfunctioned you called us and we came out to rectify the situationWe showed up on time and we behaved professionally.I will be the first to tell you that some communication errors took placeYou knew that your warranty had expired but if the benefit of doubt is applied to the scenario one could safely assume that you figured we were going to issue a replacement as a gesture of goodwillThe thing is, you we never told by any member of my organization that you were not going to receive a warranty replacementYou were told that it had to be authorizedMy apologies for the misunderstandingI regret that you were unintentionally misled.The day that you called the store I sent text messages to two phone numbers, when you didn't respond , I assumed you weren't going toIt wasn't until I received the first letter from the Revdex.com that I realized that you never saw that textThis is an additional communication error that took place on my endI take full responsibility for that and I would like to take this opportunity to apologize. Normally, in a situation like this I would have followed up in some manner to be sure that you did at least receive the message Had I anticipated a pleasant interaction or if I were under obligation of warranty, I would have given it more effort.All this brings me to right nowTWICE you have proven in your correspondence with the Revdex.com that you can speak in an intelligent, respectful and civil toneYou did not receive the text I sent when I intended but you did receive it eventuallyThe content of the text clearly stated that I was willing to do something to resolve your dilemmaYou called one of my statements BS and you chose to insult me more.I owe you nothingNOTHINGI am under no obligation to you WHATSOEVERThere is no valid complaint to Revdex.com because I honored all of my obligations and duties.Good day Ms ***Your full service appliance store

With regards to ***,my records state that she had a problem with her appliances and received a warranty replacementRecords also state that she had a problem with one of the replacements as wellShe was immediately authorized for replacement. My store manager Heidi kept on me to call her
and I did try to call her several timesEvery time that I attempted to call her I got interrupted in some way or another and the distraction would cause me to forget, then I'd try again and the same thing would happen.It was definitely on my mind to give her a call I don't know what she wantedAs I said, she was authorized for a warranty replacement.I did see mention of us not trying to fix what she had I can make reference to it as suchImagine you have your car towed to the mechanic. The car has engine parts falling out of the bottom of the carHe's not going to have to try to fix it to know that it has a problem in the engine.Going in the door, the technician had knowledge of the symptoms and brand nameAt this point he only needs to visually confirm his data is accurateNo need to "try to fix it". We swap for two reasons, one would be where we feel that the appliance is a lemonThe other would be where it has a problem that is so major that repair is not practicalIf she would prefer that we repair what she has I would be happy to do thatAlso, her warranty will adjusted her new warranty is months, starting the day she gets the repair or replacementI am not pleased with the experience that my customer has endured, she has not received the level of service that I aim to provideIf you have any questions please let me know.Thanks and Apologies*** ** ***
The Washing Machine Man

I don't know why she would say that "we knew it didn't work"I personally went to her house that day and I was there for quite a while because I was puzzled at how it worked beautifully when we processed it and then did not when it got to her houseI told her that I saw it work.This is the
first that I have heard about this since I went to her home that dayShe was supposed to get a warranty replacementI am certain that I made arrangements to have her replacement delivered to herI thought that this had been resolved. We do provide a year warranty as wellSome appliances are sold with shorter warranties but the customers chooses what they want.I do remember all of this happening right before the thanksgiving holiday, its possible that there may have been a scheduling error with the delivery of the replacementShe may have not been home or not returned our callI don't know what happened at this point.I will find out why she has not received another dryer and get it to herShe will also have a year warranty on her replacement. Your full service appliance store

There's a couple ways to look at thisOne simple way is that I turned down the repair jobIf we can't fix it for $or less we don't charge you for the tripHer appliance is not worth the repair, so I did not charge herAs far as the condition of her appliance goes, if it was in that condition
when I sold it, she would have called a long time agoHer appliance is out of warrantyNext, When she called I and asked what am I going to do she left something outMy exact words were "Not a g088amn thing...You should have thought about that before you came up here and showed your @$$" Why would I say that? Could it be that maybe she showed her @$$.My apprentice accidentally told her that she could get a warranty replacementFor whatever reason he overlooked the fact that she was out of warrantyMs *** knew that she was out of warranty before she left her house The $tells us that. When your warranty expires you get forty percent off on repairs as long as you own the appliance that you purchased at The Washing Machine Man$is forty percent off of the $that I mentioned earlier. We always verify warranty before issuing a warranty replacementWe told that her warranty and she became hostile, belligerent, abrasive, rude and just offensiveHer behavior was so over the topShe made other the customers feel so uncomfortable and afraid that they left my store. My apprentice made a mistake by telling her she could get another washer, the CSR's job is to catch mistakesShe is not authorized to give away an applianceI amThe vexing part is that she behaved this way before she even got the opportunity to speak with meAll she had to do is be civil, leave a phone number or call back. I owe this woman NOTHINGHer warranty is expired.I did send her a text that day (highlighted below in red).At this point, I rescind the offer made in the textI have no desire or interest in helping this woman.I sent the text to two numbers *** and ***I never got any response.Hello, this is ***, owner of the washing machine manPlease text, do not call. I am all about standing behind my productsHad you come in and behaved in a civil manner, we will have looked out for you without hesitation. Your behavior caused some customers to leave my storeThis is how I eat and basically you took food out of my mouth by acting that way when you know you didn't have to When someone does what you just did to the point where my livelihood is disrespected and jeopardized, I don't usually give it a second chancePlease don't make me regret giving this a second chance.Please start by calling the store and apologizing to my crewAfter you have done that please Text me back and tell me what you think would be a fair solution Keep in mind that It had a day warranty and it did what it wAs promised of it and really don't HAVE to do anything at this point. I think we will both agree that even though it was a cheap machine, you should get more life out of it than what you didSent from my HTCIn closing, this claim is invalidHer warranty is expiredAs far as repairing it goes, "we guarantee that the cost of your repair will never be more than $If we can't repair your appliance for $or less than $99, we do not charge you for coming to your home"Since she is out of warranty the $becomes $Being that her appliance needs more than $worth of work, she owes us nothing for coming to her homeHad she used HONEY instead of vinegar laced with battery acid and broken glass she would have a working washer in her basement care of *** *** a.k.aThe Washing Machine Man. Respectfully Yours*** ** ***The Washing Machine ManP.S.Ms*** is not welcome at my store, my staff are authorized to call the police if she comes on the premisesThey were reprimanded for not asking her to leave of the day that she came in with the unnecessary behavior. Your full service appliance store

Her appliance is repairedIt took longer than usual because we had to wait for partsWe would have given her a warranty replacement under circumstancesI am not sure why this didn't happenI have been recently hospitalized, I am out of the hospital but not at work yetI can find out
why she did not get the swap if need be. Your full service appliance store

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.The company has not offered a resolution. They simply made mention that they intended on contacting me yet still have not. I no longer want to do business with this company. I want a full refund. Since the day that I purchased these products over 3 months ago, I have still been washing my clothes at a laundry mat. I do not want parts repaired after the master repair person stated it was unrepairable. I do not want to swap it out for another piece of junk. This Washing Machine man is intentionally not contacting me so that my "warranty" runs out and I am permanently stuck with this junk. I have wasted enough time and effort on this matter. I demand a refund. I refuse to go back and forth with this company any more!
Regards,
[redacted]

I am writing in response to [redacted]. Her product has been delivered. She bought it it Friday and we could have delivered it the next day. She was indecisive when scheduling her delivery and there was a misunderstanding which is why it was still in the store Saturday when she...

came in. We told her that we would TRY to get it done that day we did not promise that we would. We called her at the end of the day to set up delivery for Monday once we learned we couldn't.. We delivered it Monday afternoon. Our schedule was already full Monday but we got her done as early as we could. I know she would have preferred it earlier in the day but we did say we would get there as soon as we could.Thank You,[redacted]

I just received the most recent correspondence. First and foremost. My apologies to Ms. [redacted]Second, I did not call because she went to Revdex.com.  From what I understand we are to communicate through the Revdex.com at this point. Can we set a conference call?I do believe that I said that I would adjust her warranty. I don't understand how I could be suspected of stalling until the warranty ends if I want to extend it.The tech did use the word "un-repairable" we use that word when the cost to repair exceeds a certain amount. At this point, I am so embarrassed and ashamed of the experience Ms [redacted] has had, the cost of repair is not an issue.Store policy is no refunds, and frankly a refund would be letting me off easily. If what she says is true, I an send her some money and be done.. that's not good enough. I would make me fix it  and extend the warranty to a much longer time period, (two years for example). I'd also make me send a gift certificate to the restaurant or store of my choice for amount of fifty to seventy five dollars. That's what I would do in her situation. I would also make sure that the warranty did start until after the repair was complete.  God has been to good to me for me to start messing up now. I want nothing more than to resolve this. As I stated I would have long since called her by now, but when I received communication from Revdex.com, I followed procedure. For duration of this issue, I will channel all correspondence through Revdex.com.  I will fix or pay to fix the problem, start a two year warranty the day after the repairs are done and finally I will send her a $75 gift certificate for the establishment of her choice.Respectfully Yours,[redacted]
P.S. I will take a phone call if she wants but I must advise that written communication is much more effective.Your full service appliance store

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 considering there are no more of the same problem. 
Regards,
[redacted]

Revdex.com:
I want a full refund!Since you feel so bad for my experience, feel free to reimburse me for the amount of time and money spent at the laundry mat over the last few months since I made the mistake of purchasing equipment from your company.
Regards,
[redacted]

[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. 
Regards,
[redacted]

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 am responding in kind.  When I entered the business, I immediately asked for the manager the receptionist said that he was not in.  I asked the receptionist what was the business going to do with this busted washer.  She mentioned that I was out of warranty, this was understood.  The company sent someone out the day before to repair and the repair man couldn't because it couldn't be fixed.  He "said why would they sale the machine and they knew it was not going to last".  "I didn't have an answer". I was frustrated because the repairman stood in my basement called the business and stated to me after talking to someone that I could receive another machine for the same amount.  I was fine with that, that was the purpose of my returning to the business.   He used my home phone to make this complaint about the machine and spoke to someone about me getting another.  I am a professional educator and I know how to conduct myself in any situation..  The owner did not live up to his commitment, and that is why I am so terribly upset.  I have pictures of the machine crumbled motor that could have started fire in my basement, if I had not been home.  We were told when purchasing the machine that each appliance was checked, well i'm here to inform you that this is not happening.  I left two working phone numbers with the business and no one tried to call me back.  It was not until I called that he said "that he was not going to do a got damn thing".  I never heard anything back from him.  I only raised my voice, never cursed, just wanted an explanation as to what was going to be done about the situation. There was only one customer in the business at the time I was inside and she saw how horrible customer service is in that establishment.  I am not the cause of him not making a sale that day.  The customer was in shock and she chose to leave the business and she said that she felt empathy for me.  I like to support small businesses in the Milwaukee community, but after this incident I will be a little cautious for future reference.  I would really like for Revdex.com of Wisconsin to come out and view the washing machine, as I have no reason to exaggerate. Also, the numbers that the owner stated that he called were incorrect, and by me being a customer in his data base he should have been aware of that! This to me is a prime example of customer service, respect, and customer appreciation. I feel so cheated based on the fact that I was sold a broken washer, that was workable for a a couple of months in which was probably refurbished to only work for a limited time anyway. This washer was a danger and I am so glad that my house didn't catch a fire based on the underlying condition of the washer.Sincerely, [redacted] I am the mother whom purchased the washer for my daughter.

Review: I CALLED WASHING MACHINE MAN SATURDAY 8/22 FOR A USED WASHER & DRYER THAT I ORIGINALLY PURCHASED ON OCT 15, 2014 SINCE THAT TIME, I'VE HAD 3 TECHNICIANS OUT TO REPAIR THE DRYER. PER THE 1 YR WARRANTY RECEIVED WHEN I PURCHASED THIS WASHER & DRYER, IF A TECHNICIAN HAS TO COME OUT MORE THAN TWICE THEN THEY WOULD SWAP THE MACHINE OUT. THIS HAS NOT NOR WILL HAPPEN BECAUSE THEY KEEP OFFERING TO SEND ANOTHER TECHNICIAN TO REPAIR. TODAY I REMINDED THEM OF THE BINDING CONTRACT & WAS TOLD THAT THE OTHER 2 TECHS THAT CAME OUT MISDIAGNOSED THE ISSUE.....(BS) HOWEVER THE ONE THAT CAME OUT TODAY (WHO COULD NOT REPAIR IT EITHER) IS THE MGR OF ALL THE TECHS. THE DRYER NEEDS A PART THAT HAS TO BE ORDERED & THEY WILL NOT BE ABLE TO REPAIR IT UNTIL FRIDAY. UNACCEPTABLE, I'VE WAITED LONG ENOUGH & SPENDING EXTRA MONEY TO GO TO THE LAUNDROMAT.Desired Settlement: I WANT MY DRYER FIXED ASAP OR REPLACED ASAP & Revdex.com TO HAVE THIS NOTED......BAD BUSINESS

Business

Response:

Her appliance is repaired. It took longer than usual because we had to wait for parts. We would have given her a warranty replacement under normal circumstances. I am not sure why this didn't happen. I have been recently hospitalized, I am out of the hospital but not at work yet. I can find out why she did not get the swap if need be.