*** ***, Corporate Parts and Service Manager, called the customer on May 5th. Mr*** is sending pictures so that we can order him a new couch under
warranty. The replacement couch will be ordered asap after receiving pictures to ensure we order the correct replacement
If you need any additional information, please feel free to contact *** *** anytime at ###-###-####
Sincerely,
*** ***
Executive Secretary
This customer has a [redacted], which is a 10 year old RV. We have tried several times to get the correct part from the manufacturer to help this customer out. The manufacturer was not able to...
provide the exact part this customer needed. We will have to keep all the parts ordered and Tom Raper will have to pay for them, as they are not returnable. I talked to the customer and told him that Tom Raper RV's would return all monies to him including freight. I also offered for him to come and look at a new unit to see if we could find a similar part that would work for him. We tried to the best of our ability to obtain the right part for this customer, but sometimes on older RV's, parts are discontinued. We will refund all monies.
[redacted] - Parts Manager
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.
Dear [redacted]
Thank you for your help on this aggravating issue with "Tom Taper RV".
I have been requested to send pictures of the couch. This is almost funny in that I sent, and they have had two sets of pictures. One set taken by the technician when the camper was delivered in March 2013 and a set I had taken last summer, which they "found".
Now they wish me to send a new set of pictures to identify the fabric, which I will do.
In conclusion, I now have been promised, for the third time, that the couch will be ordered.
We will see.
Another issue I have not mentioned is that the tenting materials on the "new" camper leaked and got our mattress wet the first time it rained.
Tom Taper "patched" the holes but I learned from [redacted], the manager that called me, that a factory record showed that new renting fabric had been ordered. I don't know what happened to the replacement fabric but the holes in my" new" camper were patched not replaced.
Therefore, I am grateful for your help at the Revdex.com in making public the tactics I have experienced in dealing with Tom Raper TV's service department.
Sincerely,
[redacted]
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.
The only response I have had lately was the on the same day of this e-mail. Not much time to respond. It boils down to this! Lets assume they had the right part number to start with, which obviously I did not supply to them. They contact the manufacture, give them the correct part number, the manufacture tells them that they are no longer available. So, the manufacture ships the wrong parts 3 times, does this make any sense to you? They are incompetent, end of story. Again they are the local [redacted] RV dealer!
*** ***, Corporate Parts and Service Manager, called the customer on May 5th. Mr*** is sending pictures so that we can order him a new couch under
warranty. The replacement couch will be ordered asap after receiving pictures to ensure we order the correct replacement
If you need any additional information, please feel free to contact *** *** anytime at ###-###-####
Sincerely,
*** ***
Executive Secretary
This customer has a [redacted], which is a 10 year old RV. We have tried several times to get the correct part from the manufacturer to help this customer out. The manufacturer was not able to...
provide the exact part this customer needed. We will have to keep all the parts ordered and Tom Raper will have to pay for them, as they are not returnable. I talked to the customer and told him that Tom Raper RV's would return all monies to him including freight. I also offered for him to come and look at a new unit to see if we could find a similar part that would work for him. We tried to the best of our ability to obtain the right part for this customer, but sometimes on older RV's, parts are discontinued. We will refund all monies.
[redacted] - Parts Manager
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.
Dear [redacted]
Thank you for your help on this aggravating issue with "Tom Taper RV".
I have been requested to send pictures of the couch. This is almost funny in that I sent, and they have had two sets of pictures. One set taken by the technician when the camper was delivered in March 2013 and a set I had taken last summer, which they "found".
Now they wish me to send a new set of pictures to identify the fabric, which I will do.
In conclusion, I now have been promised, for the third time, that the couch will be ordered.
We will see.
Another issue I have not mentioned is that the tenting materials on the "new" camper leaked and got our mattress wet the first time it rained.
Tom Taper "patched" the holes but I learned from [redacted], the manager that called me, that a factory record showed that new renting fabric had been ordered. I don't know what happened to the replacement fabric but the holes in my" new" camper were patched not replaced.
Therefore, I am grateful for your help at the Revdex.com in making public the tactics I have experienced in dealing with Tom Raper TV's service department.
Sincerely,
[redacted]
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.
The only response I have had lately was the on the same day of this e-mail. Not much time to respond. It boils down to this! Lets assume they had the right part number to start with, which obviously I did not supply to them. They contact the manufacture, give them the correct part number, the manufacture tells them that they are no longer available. So, the manufacture ships the wrong parts 3 times, does this make any sense to you? They are incompetent, end of story. Again they are the local [redacted] RV dealer!
Thanks
Regards,
[redacted]