Good morning,
Thank you for this opportunity to address a service issue We have spoke with Mr*** and are providing the warranty part to correct the issue he was experiencing with his smokerThe order was placed and shipped against Order # ***
We are
in a peak season for support of our smoking and grilling productOur service teams respond to consumer call backs and messages as promptly as possible
Best Regards,
*** *
Dear Ms***,Apologies for the delay in response to Mr***'s Customer Experience Complaint Mr***'s parts were ordered and forwarded to his home Unfortunately, due to our product offering we do find our phones extremely busy during the fall monthsWe do increase
staffing levels to meet consumer demand at these times which still at times falls short of the call demandMasterbuilt takes pride in trying to offer World Class Customer Service and Quality products to our consumersBest Regards,
*** ***
Masterbuilt
is committed to provide quality products and customer service to our customers
and community Masterbuilt was and still is willing to stand behind our
product and replace Mr***’s smokerWe offered him a
replacement unit from
the initial contact made on December as his unit is faulty and needs to be
replaced at no charge under his warranty
Our guidelines
for smoker replacements require consumers to provide a proof of purchase and
the unit be either returned or proof of the unit being disabled prior to the
replacement being shipped The proof of
purchase is a standard warranty requirement and verification of product;
however the latter is a requirement for public and Masterbuilt safety
Faulty
products left in the marketplace allow the opportunity for dangerous use by unsuspecting
consumers Masterbuilt is being responsible
by assuring only quality products remain in consumer homes throughout the
community by enforcing our return guidelines.
We are still willing to replace Mr***’s smoker but we must hold
firm on our return guidelines in doing so.
Attached you will find our complete email history with Mr***Thank you,
*** ***
Customer Support Manager
Good afternoon,
Masterbuilt is committed to assuring our customers are satisfied with their product and customer service
0in 1em;">We understand Mr***'s position and would like to ship the required element as quickly as possible. The element in question is a part that fits multiple units and due to peak demand it went out of stockWe have been waiting for the replenishment shipment from our factory for several weeks. We expect availability to fulfill orders by early next week, July 25thOne of our specialists tried to contact Mr*** via phone earlier today to discuss the situation and had to leave a message. We are willing to forward the element as a customer courtesy for his inconvenience once these are received
Best Regards,
***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.We're obviously at an impasse They're two separate, unrelated concerns...with customer service and satisfaction the lower of the priorities At the end of the day, you supplied a faulty product as well as little or no service after Thank you for wasting my time and for providing me with the hard lesson of not doing business with your firm again I agree....its "unfortunate" that I feel the way I do
I'll be researching for an alternate brand of smoker that I can purchase, where I'm sure the level of quality of product as well as the level of service, if required, will far exceed my experience with Masterbuilt
Regards,
*** ***
Good afternoon,
We have contacted Ms*** as of April 28, to make resolution of the disappointing experience she encountered with our product and service. We believe that she is now satisfied with our product and the out
come. Masterbuilt values our consumers and wants nothing more than to provide them with quality products and assure they receive excellent service from those products and our team-membersBest wishes,
***
Customer support Manager
Dear *** *** Apologies for not responding soonerMr*** replacement smoker was shipped to his home and we considered this complaint resolvedHe received his replacement on FedEx Tracking *** which delivered on January 27th @ 10:
am.
Regards,
*** ***
Dear Rosemarie,
Masterbuilt is committed to assuring our customers are satisfied with their product and customer serviceA member of our support team has contacted Mr***They discussed the situation he was experiencing and a warranty replacement part order is being
sent to correct the situation with Mr***'s smokerBest Regards,
*** ***
Dear Ms. ***
Masterbuilt is committed to provide quality products and
customer service to our customers and communityThe glass lid with this unit
is manufactured with a tempered glass insert which is used in the cookware
industry. A safety feature of this lid in the rare
event of breakage is that it is supposed to break in small cubes that will not cause
injury or damage to surroundings
We regret that this situation occurred with Mr*** Our records do not display he reached out to our company prior to contacting your agency to discuss this situation and we would
like the opportunity to speak with him directly to discuss what occurred with
the Butterball Oil Free Fryer Lid Masterbuilt takes the safety of our products and consumers very serious and information we could obtain from conversation with Mr*** may help us enhance our safety standards
Best Regards,
*** ***Customer Support Manager
###-###-####
[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 ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
Good afternoon,
Masterbuilt is committed to assuring our customers are satisfied...
with their product and customer service.
We have researched Mr. [redacted]’ account history with us and appreciate his commitment to our product and understand his position. Mr. [redacted] is referencing a smoker he purchased on 09/05/2014 from QVC with serial number [redacted] which Masterbuilt has provided warranty parts twice; a remote control on 1/21/2015 and an Element kit on 8/12/2016. The part requested on 11/29/2016 was offered at a discounted price of $34.99 ($15.00 discount) since the unit is no longer under warranty.
Masterbuilt believes we have provided service for the smoker in question and supported the issues even outside the warranty coverage this past August. At this time, we will not refund the product purchase from twenty-six months ago or provide warranty parts.
Best Regards,
[redacted]
Tell us why here...
We called Airstream to repair our air conditioner.We were told it would need motor and board. Our Son needed a newer unit..So we desided to install new one for $6.000 and give old unit to our Son,,,,.At 8 am .,,,The installer came early and never knocked on door..just came and cut unit into pieces all over yard.and distroyed the 3 ton unit...It can't be repaired. I ask him and my wife told him to save unit for my Son. A company should tell you before starting to work on anything in your home. This is not a way a company should do business.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Dear Miss [redacted],
The Manufacturer too is correct that they have made the offer of replacing damaged parts to the unit I purchased in good faith that should have been inspected under their quality control. Obviously they missed that one, however the fact that they would send a part to replace a damaged part in hopes that the customer will fix the item that is broken themselves is quite ludicrous. No one in America in their right mind will take a damaged item and fix the problem themselves, no matter if the part is being sent to them to fix the item to begin with. This is one situation where I know anyone will tell me the same. I guess one would have to ask themselves "If they purchased an Item that they expect to arrive in mint condition (NEW) and it was received DAMAGED, would they or you be willing to repair your own product that you would have expected to arrive unscathed? It's a matter of principal with any company doing business whether it be by phone order, mail, or in store. You just do not do that to your customers. The fact that this company will not refund me in full for the entire S&H in my part is highly unacceptable! I will lose the difference that is owed to me just simply because this is the way that these infomercial businesses can make huge profits off of innocent unsuspecting customers. If the Revdex.com was as full of strength as they were 30 + years ago, a company like this would not be operating under such frivolous intentions. Very sad for all of the customers that have gone thru what me and my wife have just experienced with this manufacturer. God Help Them!
Regards,
[redacted]
reviewed the order information regarding [redacted] The information that Mr.
[redacted] provided regarding his order is accurate. We regret that his unit was received
with part damage. The agent he spoke with did the correct process by offering to
replace the damaged part under the manufacturer’s warranty coverage; the parts (support
bracket) would have shipped at no charge to him next day under this warranty.
However Mr. [redacted] refused this offer and opted to send the entire unit back
under the infomercial Thirty (30) Day Risk Free Guarantee. Under this guarantee
individuals can return a unit and receive the purchase price less
shipping and handling fees. Mr. [redacted]
paid $256.75 and we refunded him on November 24, 2014 the product purchase
price of $236.80 (less the $19.95 shipping & handling).
Masterbuilt regrets that he is unhappy with the situation.
We stand behind our products and tried to correct the issue for Mr. [redacted] and
it was his option to return the unit rather than receiving the no charge parts overnight. Attached is the advertised 30 Day Risk Free
option that he chose as it is displayed on the Infomercial. Masterbuilt at this time considers the return
and refund situation handled.
Best Regards,
[redacted]
Customer Support Manager
[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:Issue resolved. Glad to see such a speedy response. Thank you, replacement is working so far!
Regards,[redacted]
Good afternoon
Thank you for this opportunity to address a service issue as well as product safety. We have spoke with Mr. [redacted] and will be providing a check reimbursement for the hose regulator he purchased in June...
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I received a bad or problematic smoker that should have not incurred these problems under normal smoking guidelines and its a shame they cant acknowledge this issue. I cant worry about this anymore and I am moving on.
Regards,
[redacted]
Good Morning,
Masterbuilt takes pride in our consumer support and regrets that Mr. [redacted] had a difficult time reaching our team. Our business does deal with outdoor cooking products and with the kick off of the summer months and...
the Memorial Day weekend we do have elevated consumer traffic. We do our best to identify these increases and prepare. we regret that he was inconvenienced. I do see that Mr. [redacted] has an order in our system that was entered today and is due to ship out tomorrow at no charge so we consider his situation resolved.
Best Regards,
[redacted]
Good Afternoon,
After reviewing Mr. [redacted]'s information provided we contacted him to correct the situation. There was a failure on our part to process and expedite his replacement unit. We definitely owed Mr. [redacted] an apology which he received today. We are getting...
his replacement unit out to his home address ASAP. Unfortunately, we failed to deliver quality service and we hope to be making it up.
Best regards,
[redacted]
Customer Support Manager
[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 would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,[redacted]
In addition I have received a box from the business but I have not opened it so I do not know if it is complete.
Good morning,
Thank you for this opportunity to address a service issue We have spoke with Mr*** and are providing the warranty part to correct the issue he was experiencing with his smokerThe order was placed and shipped against Order # ***
We are
in a peak season for support of our smoking and grilling productOur service teams respond to consumer call backs and messages as promptly as possible
Best Regards,
*** *
Dear Ms***,Apologies for the delay in response to Mr***'s Customer Experience Complaint Mr***'s parts were ordered and forwarded to his home Unfortunately, due to our product offering we do find our phones extremely busy during the fall monthsWe do increase
staffing levels to meet consumer demand at these times which still at times falls short of the call demandMasterbuilt takes pride in trying to offer World Class Customer Service and Quality products to our consumersBest Regards,
*** ***
Masterbuilt
is committed to provide quality products and customer service to our customers
and community Masterbuilt was and still is willing to stand behind our
product and replace Mr***’s smokerWe offered him a
replacement unit from
the initial contact made on December as his unit is faulty and needs to be
replaced at no charge under his warranty
Our guidelines
for smoker replacements require consumers to provide a proof of purchase and
the unit be either returned or proof of the unit being disabled prior to the
replacement being shipped The proof of
purchase is a standard warranty requirement and verification of product;
however the latter is a requirement for public and Masterbuilt safety
Faulty
products left in the marketplace allow the opportunity for dangerous use by unsuspecting
consumers Masterbuilt is being responsible
by assuring only quality products remain in consumer homes throughout the
community by enforcing our return guidelines.
We are still willing to replace Mr***’s smoker but we must hold
firm on our return guidelines in doing so.
Attached you will find our complete email history with Mr***Thank you,
*** ***
Customer Support Manager
Good afternoon,
Masterbuilt is committed to assuring our customers are satisfied with their product and customer service
0in 1em;">We understand Mr***'s position and would like to ship the required element as quickly as possible. The element in question is a part that fits multiple units and due to peak demand it went out of stockWe have been waiting for the replenishment shipment from our factory for several weeks. We expect availability to fulfill orders by early next week, July 25thOne of our specialists tried to contact Mr*** via phone earlier today to discuss the situation and had to leave a message. We are willing to forward the element as a customer courtesy for his inconvenience once these are received
Best Regards,
***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.We're obviously at an impasse They're two separate, unrelated concerns...with customer service and satisfaction the lower of the priorities At the end of the day, you supplied a faulty product as well as little or no service after Thank you for wasting my time and for providing me with the hard lesson of not doing business with your firm again I agree....its "unfortunate" that I feel the way I do
I'll be researching for an alternate brand of smoker that I can purchase, where I'm sure the level of quality of product as well as the level of service, if required, will far exceed my experience with Masterbuilt
Regards,
*** ***
Good afternoon,
We have contacted Ms*** as of April 28, to make resolution of the disappointing experience she encountered with our product and service. We believe that she is now satisfied with our product and the out
come. Masterbuilt values our consumers and wants nothing more than to provide them with quality products and assure they receive excellent service from those products and our team-membersBest wishes,
***
Customer support Manager
Dear *** *** Apologies for not responding soonerMr*** replacement smoker was shipped to his home and we considered this complaint resolvedHe received his replacement on FedEx Tracking *** which delivered on January 27th @ 10:
am.
Regards,
*** ***
Dear Rosemarie,
Masterbuilt is committed to assuring our customers are satisfied with their product and customer serviceA member of our support team has contacted Mr***They discussed the situation he was experiencing and a warranty replacement part order is being
sent to correct the situation with Mr***'s smokerBest Regards,
*** ***
Dear Ms. ***
Masterbuilt is committed to provide quality products and
customer service to our customers and communityThe glass lid with this unit
is manufactured with a tempered glass insert which is used in the cookware
industry. A safety feature of this lid in the rare
event of breakage is that it is supposed to break in small cubes that will not cause
injury or damage to surroundings
We regret that this situation occurred with Mr*** Our records do not display he reached out to our company prior to contacting your agency to discuss this situation and we would
like the opportunity to speak with him directly to discuss what occurred with
the Butterball Oil Free Fryer Lid Masterbuilt takes the safety of our products and consumers very serious and information we could obtain from conversation with Mr*** may help us enhance our safety standards
Best Regards,
*** ***Customer Support Manager
###-###-####
[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 ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
Good afternoon,
Masterbuilt is committed to assuring our customers are satisfied...
with their product and customer service.
We have researched Mr. [redacted]’ account history with us and appreciate his commitment to our product and understand his position. Mr. [redacted] is referencing a smoker he purchased on 09/05/2014 from QVC with serial number [redacted] which Masterbuilt has provided warranty parts twice; a remote control on 1/21/2015 and an Element kit on 8/12/2016. The part requested on 11/29/2016 was offered at a discounted price of $34.99 ($15.00 discount) since the unit is no longer under warranty.
Masterbuilt believes we have provided service for the smoker in question and supported the issues even outside the warranty coverage this past August. At this time, we will not refund the product purchase from twenty-six months ago or provide warranty parts.
Best Regards,
[redacted]
Tell us why here...
We called Airstream to repair our air conditioner.We were told it would need motor and board. Our Son needed a newer unit..So we desided to install new one for $6.000 and give old unit to our Son,,,,.At 8 am .,,,The installer came early and never knocked on door..just came and cut unit into pieces all over yard.and distroyed the 3 ton unit...It can't be repaired. I ask him and my wife told him to save unit for my Son. A company should tell you before starting to work on anything in your home. This is not a way a company should do business.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Dear Miss [redacted],
The Manufacturer too is correct that they have made the offer of replacing damaged parts to the unit I purchased in good faith that should have been inspected under their quality control. Obviously they missed that one, however the fact that they would send a part to replace a damaged part in hopes that the customer will fix the item that is broken themselves is quite ludicrous. No one in America in their right mind will take a damaged item and fix the problem themselves, no matter if the part is being sent to them to fix the item to begin with. This is one situation where I know anyone will tell me the same. I guess one would have to ask themselves "If they purchased an Item that they expect to arrive in mint condition (NEW) and it was received DAMAGED, would they or you be willing to repair your own product that you would have expected to arrive unscathed? It's a matter of principal with any company doing business whether it be by phone order, mail, or in store. You just do not do that to your customers. The fact that this company will not refund me in full for the entire S&H in my part is highly unacceptable! I will lose the difference that is owed to me just simply because this is the way that these infomercial businesses can make huge profits off of innocent unsuspecting customers. If the Revdex.com was as full of strength as they were 30 + years ago, a company like this would not be operating under such frivolous intentions. Very sad for all of the customers that have gone thru what me and my wife have just experienced with this manufacturer. God Help Them!
Regards,
[redacted]
Dear Ms. [redacted]
We have...
reviewed the order information regarding [redacted] The information that Mr.
[redacted] provided regarding his order is accurate. We regret that his unit was received
with part damage. The agent he spoke with did the correct process by offering to
replace the damaged part under the manufacturer’s warranty coverage; the parts (support
bracket) would have shipped at no charge to him next day under this warranty.
However Mr. [redacted] refused this offer and opted to send the entire unit back
under the infomercial Thirty (30) Day Risk Free Guarantee. Under this guarantee
individuals can return a unit and receive the purchase price less
shipping and handling fees. Mr. [redacted]
paid $256.75 and we refunded him on November 24, 2014 the product purchase
price of $236.80 (less the $19.95 shipping & handling).
Masterbuilt regrets that he is unhappy with the situation.
We stand behind our products and tried to correct the issue for Mr. [redacted] and
it was his option to return the unit rather than receiving the no charge parts overnight. Attached is the advertised 30 Day Risk Free
option that he chose as it is displayed on the Infomercial. Masterbuilt at this time considers the return
and refund situation handled.
Best Regards,
[redacted]
Customer Support Manager
[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:Issue resolved. Glad to see such a speedy response. Thank you, replacement is working so far!
Regards,[redacted]
Good afternoon
Thank you for this opportunity to address a service issue as well as product safety. We have spoke with Mr. [redacted] and will be providing a check reimbursement for the hose regulator he purchased in June...
2016.
Best Regards,
Masterbuilt Customer Support
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I received a bad or problematic smoker that should have not incurred these problems under normal smoking guidelines and its a shame they cant acknowledge this issue. I cant worry about this anymore and I am moving on.
Regards,
[redacted]
Good Morning,
Masterbuilt takes pride in our consumer support and regrets that Mr. [redacted] had a difficult time reaching our team. Our business does deal with outdoor cooking products and with the kick off of the summer months and...
the Memorial Day weekend we do have elevated consumer traffic. We do our best to identify these increases and prepare. we regret that he was inconvenienced. I do see that Mr. [redacted] has an order in our system that was entered today and is due to ship out tomorrow at no charge so we consider his situation resolved.
Best Regards,
[redacted]
Good Afternoon,
After reviewing Mr. [redacted]'s information provided we contacted him to correct the situation. There was a failure on our part to process and expedite his replacement unit. We definitely owed Mr. [redacted] an apology which he received today. We are getting...
his replacement unit out to his home address ASAP. Unfortunately, we failed to deliver quality service and we hope to be making it up.
Best regards,
[redacted]
Customer Support Manager
[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 would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,[redacted]
In addition I have received a box from the business but I have not opened it so I do not know if it is complete.