Trans Global Service

Hello ***, I first notified them on November 28th by sending an email to websupport@ [redacted] Advising of the issueHad no response until Monday November 28th when Christina from Customer service emailed and said she will get the store to callThey have all email correspondence in their system of all the contacts I have madeSam [redacted] called and left a message but saying she called and call backI called back same day but another lady said she will get Sam to call back because she was with a customerNo response for another day then I reached out again to websupport@ [redacted] (Christina) who got Emily to call from the brick store and this was November 29thCalled Emily back and spoke to Sandra or Sandy who said email was in a meeting and she will call back in hrs but no call backGot fraustrated with run around sent an email to websupport@ [redacted] and customercare@ [redacted] notifying of experiance with no response until I eascalatef matter to management then Alison got back which was on December 6thA week after this all started and while I was under warranty [redacted]

Customer has been contacted by the store manager, went over the warranty terms and have explained the reason why their claim was deniedIssue with surface bonded leather cracking, peeling wasn't reported within days from when the issue startedCustomer understood

Complaint: [redacted] Complaint: [redacted] I am rejecting this response because: When I brought extra warranty they did not gave me any policy and my invoice receipt did not show anything regarding complain within daysThis is unfair with customer they did not gave me any policy Sincerely, [redacted] ***

We are sorry for any stress and inconveniences this experience may have caused.The fridge has been replaced for the customer on January 21st

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 I did visit the Brick store and purchased another washer, used the credit given to me , plus paid extra for the extended warranty on the new washing machine.Thank you Revdex.com, for all your help and understanding.Thank you Transglobal and Brick*** Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/06/23) */ Thank you for taking the time for sending in your complaint, we would be more than happy to look into your situation further but require more informationIf you could please provide your sales order invoice or phone number on file it would be much appreciatedWe will gladly review your concerns Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) XXXXXXXXXX is the transaction numberAccording to [redacted] transglobal received the part on June 18th but I have not had any calls, and if there was a phone call there was no message left Final Business Response / [redacted] (4000, 14, 2015/07/06) */ The part has arrived and the technician has been booked for Monday June to install the part Final Consumer Response / [redacted] (2000, 16, 2015/07/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) The technician was here June 6th and my stove is workingThe technician that came was amazing and made me feel not so cranky [redacted]

Thank you for taking the time to write to us.We are sorry to hear of your disappointment with this situation.Customer has been contacted, replacement was offered

Thank you for taking the time to let us know of your concernsWe are sorry to hear of your disappointment with this situationWe would be more than happy to look into your situation further however require more informationIf you could please provide either your sales order invoice or phone number on file it would be much appreciated

Initial Business Response / [redacted] (1000, 5, 2016/03/23) */ Thank you for taking the time for sending in your complaint, we would be more than happy to look into your situation further therefore require more informationIf you could please provide either your sales order invoice or phone number on file it would be much appreciated Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/03/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Here is the information: Contact #: [redacted] Name on account: [redacted] Invoice #: [redacted] I have the following WO numbers as well: [redacted] Final Business Response / [redacted] (4000, 9, 2016/03/31) */ Customer has been contacted, they have been offered re-selectionCustomer is happy with this decision Final Consumer Response / [redacted] (2000, 11, 2016/04/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company refunded the amount of the original washing machine and I have purchased a new oneThank you

Complaint: [redacted] I am rejecting this response because: they are not being truthful about what they have said regarding the stain and the amount of dip in the mattressI would like a different tech other than their "own tech" to make this evaluationThank you Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/06/05) */ Customer has been contacted by our Transglobal service management team, an apology was provided and a 50$ Gift Card was offered for all inconveniencesTechnician was sent out on Monday to complet the repairs

We are sorry to hear your experiencing issues with your washer, we understand this can be frustratingParts have been ordered and ETA Estimated Time Arrival is scheduled for September 27thAs soon as parts have been received, technician will schedule an appointment.With regards to service, you indicate " We have called TransGlobal on several occasions, and they have refused to help us out, despite having the year warranty, and I also received an email stating that the next time we will call for service, we will have to pay for it from our pocket."Can you please provide this email chain correspondence in attachment ?

TGW approved replacement of washer under extended warranty. Coverage under this Plan starts on the original date the Product is delivered to you and stops at the end of the protection periodIf for any reason TGW supplies a replacement Product under this Plan, the coverage under this Plan is then deemed to have fully expended notwithstanding the Protection Period, and you must exercise your option to purchase a new Plan for the replacement product in order to secure coverage for it.$ + tax = 1104.82$ Customer to visit the store to reselect another washer

We are sorry to hear of your disappointment with regards to a service event claim for your fridgeWe would be more than happy to look into your situation further therefore require more informationIf you could please provide the sales order invoice it would be much appreciated

This customer purchased this mattress in April of 2012. The warranty with mattress items is with the manufacturer. Manufacturer standards must be met in order for a mattress to have a warrantable claim. The mattress must be clean and stain free and the mattress must have a
depression greater thaninches (without weight). The Brick has sent a technician to inspect the mattress on behalf of ***. The mattress did not meet the requirements according to *** standards. The mattress did not have a 1.5" depression and was also stained. A copy of the tech report *** can be obtained if needed. The Brick offers a day sleep satisfaction guarantee for comfort. This mattress is now over years old and comfort is no longer eligible for a sleep reselection. A mattress replacement has not been offered to this customer as the mattress is not able to be returned to the manufacturer; a Return Authorization has not been granted by ***. *** ** *** *** the customer has been offered a large discount on a new mattress that they may find more comfortableWe have offered this previously and the offer is still available to this customer

Thank you for providing additional information in order to review your file.A loaner unit has been delivered to the customer on April 15th 2017, in the meanwhile we receive the required parts to complete the repairEstimate Time Arrival on part is April 20th Appointment will be taken as soon as the parts have been received

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
On a side note, it's pretty sad when a company doesn't even offer a loaner fridge until it's taken to this levelHopefully of I need service again, it will not be as poor as this
Sincerely,
*** ***

New service event has been setup, scheduled for December 5th with a different technician.Once report is received, Transglobal will follow up with the customer.We are sorry to hear of your disappointment with regards to this situation, thank you for letting us know of your concerns

Thank you for your replyI have attached the pictures of the issue (cracking on bonded leather)Warranty terms and condition are offered on our website for additional information. "*Single-incident repair means a single incident of the above coverageShould you need to make a claim, you must do so at the time the incident occursOtherwise coverage may not apply."

This customer made their purchase over a year ago. The manufacturer's warranty is for one year for repair. An extended warranty was not purchased at the time of sale. The customer is expecting a repair or replacement on a product that is no longer warrantable. Although we can
apologizde that we did not get back to them in a timely fashion, the fact remains the concern was voiced after the manufacturer's warrnanty had expired(NOv 30). *** *** *** ** *** * *** ** *** *** *** *** *** *** *** ** ** *** ** *** *** *** *** *** *** The Brick will not be replacing or repairing this item free of charge