The Wasserstrom Company

The customer is being sent a new ice machine and is being given 1/credit for the damaged machineHe has discussed this with the N Wasserstrom & Sons office and they have all agreed on this solution

This is in response to a complaint file by a customer that ordered a Scotsman Ice Machine with N Wasserstrom & Sons in Oklahoma City OK The customer placed the order on September 9, and the ice machine was delivered on September 18, The delivery was signed for free and clear The customer contacted the sales person on November 7, stating there was damage to the machine They was told at that time, that there was nothing we could do since the damage wasn’t noted when the ice machine was delivered Because the package was not signed for as damaged, NWasserstrom & Sons cannot file a claim with the carrier to retrieve any money and feels the responsibility becomes the customers since the did not contact us for over daysIf we would have been contact within hours we may have been able to file a claim with the carrier The customer has since been in contact with us and we are shipping a new ice machine and they are being billed

Equipment was ordered approximately two months prior to actual date of scheduled installationThis was done as to ensure there would be no delays with deliveryEquipment was offloaded and placed in staging area of facility and damage was concealed as the approximate lbs ice machine head was placed against wall to disguise damageSigner did not uncrate at time of deliveryWhen install date arrived, technical crew moved equipment from staging area, uncrated and noted damage at that timeCarrier was contacted and we were informed that Wasserstrom would have to file claim, as they were the consignee? Wasserstrom was contacted at time of uncrating and shifted blame to carrier and was extremely unreceptive to resolving issueTheir claim is that they were not notified of damage at time of delivery or within hours of delivery and therefore are not responsible for the equipment they sold??? It is quite evident by pictures taken and submitted to Wasserstrom that damage did not occur at store level and was done during packaging/deliveryIt should not matter at what time the damage was noted so long as it was noted prior to installationAre we to believe that if we purchased an Ice Cream machine to be installed this coming summer, and found it inoperable at time of installation, that Wasserstrom would have no responsibility?? I have sent communications to Wasserstrom contacts , ***@wasserstrom.com , ***, *** and *** ***The only response I personally have received was from *** suggesting I file a claim with carrier or call a certified technician to see if damage could be repairedI can provide all email correspondences I sent to Wasserstrom representatives with lack of responsesI sent one email to *** which was automatically responded to stating *** was on vacation and to forward concerns to ***I forwarded to *** with no response from her to this dateAs stated previously, carrier has already stated Wasserstrom would have to file claimInstall technicians stated equipment could not be used , and Wasserstrom refuses to accept any responsibility and wants to shift the blame on the consumerOh, but wait, they would love to send out another $piece of equipment and bill me again!!?? Wasserstrom contention is that it is the consumers fault that equipment is damaged and cannot be used?? The only fault I accept is the fact it was my fault we ordered any equipment from WasserstromIt is my fault I paid Wasserstrom in full prior to installationI can see why their billing practices are what they areI would venture to say there are many more consumers, most likely within our brand, that have experienced similar or worse casesI can only hope these business practices would be reviewed and corrected

This is in response to a
complaint file by a customer that ordered a Scotsman Ice Machine with N.
Wasserstrom & Sons in Oklahoma City OK.
The...

customer placed the
order on September 9, 2014 and the ice machine was delivered on September 18,
2014. The delivery was signed for free and clear. 
The customer contacted
the sales person on November 7, 2014 stating there was damage to the machine.
They was told at that time, that there was nothing we could do since the damage
wasn’t noted when the ice machine was delivered.
Because the package was
not signed for as damaged, N. Wasserstrom & Sons cannot file a claim with
the carrier to retrieve any money and feels the responsibility becomes the
customers since the did not contact us for over 60 days. If we would have been
contact within 48 hours we may have been able to file a claim with the carrier.
The customer has since
been in contact with us and we are shipping a new ice machine and they are
being billed.

The customer is being sent a new ice machine and is being given 1/3 credit for the damaged machine. He has discussed this with the N Wasserstrom & Sons office and they have all agreed on this solution.