Thank you for the letter dated 1/17/expressing a customer concern regarding service received and our equipment warrantyVern Dale's Water Center values our customers and places a high priority on good customer serviceI regret to hear this customer's experience was less than positive, and appreciate the opportunity to address the issues presentedOur company intends to rectify the situation to the best of our ability Regarding the issue of the Trip Charge; The unit we installed is working properlyThis particular problem was due to an electrical malfunction at the customer's home, triggering the GFI outlet to turn offUpon careful review of the Limited Warranty statement given to each customer, it clearly states that the warranty "...shall not include plumbing or electrical installation"While we waived the service charge, the customer was charged a nominal Trip Charge due to the fact our equipment was functioning properly and the issue at hand was a direct cause of said customers electrical systemOur warranties only cover our equipmentExisting drains, plumbing, and electrical outlets not installed by us, are not covered under our warrantyFurthermore, the customer has not paid the Trip Charge and we are not actively pursing payment on this past due amountWe regret the miscommunication related to the Trip Charge, and are making the necessary steps to ensure our customers have a concise understanding of this policy We also regret the unpleasant experience with our office staff Anything less than excellent customer service is not acceptable and I will address this issue accordingly Thank you again for bringing these issues to my attention, allowing an opportunity to improve our performance, and continue to offer superior customer service Regards, Vern Dale's Water Center
Thank you for the letter dated 1/17/expressing a customer
concern regarding service received and our equipment
warrantyVern Dale's
Water Center values our customers and places a high priority on good customer
serviceI regret to hear this customer's experience was less than positive,
and appreciate the opportunity to address the issues presentedOur company
intends to rectify the situation to the best of our ability
Regarding the issue of the Trip Charge; The
unit we installed is working properlyThis particular problem was due to an
electrical malfunction at the customer's home, triggering the GFI outlet to
turn offUpon careful review of the Limited Warranty statement given to each
customer, it clearly states that the warranty "...shall not include plumbing
or electrical installation"While we waived the service charge, the
customer was charged a nominal Trip Charge due to the fact our equipment was
functioning properly and the issue at hand was a direct cause of said customers
electrical systemOur warranties only cover our equipmentExisting drains,
plumbing, and electrical outlets not installed by us, are not covered under our
warrantyFurthermore, the customer has not paid the Trip Charge and we are not
actively pursing payment on this past due amountWe regret the
miscommunication related to the Trip Charge, and are making the necessary steps
to ensure our customers have a concise understanding of this policy
We also regret the unpleasant experience with our office staff
Anything less than excellent customer service is not acceptable and I will
address this issue accordingly
Thank you again for bringing these issues to my attention,
allowing an opportunity to improve our performance, and continue to offer
superior customer service
Regards,
Vern Dale's Water Center
Thank you for the letter dated 1/17/expressing a customer concern regarding service received and our equipment warrantyVern Dale's Water Center values our customers and places a high priority on good customer serviceI regret to hear this customer's experience was less than positive, and appreciate the opportunity to address the issues presentedOur company intends to rectify the situation to the best of our ability Regarding the issue of the Trip Charge; The unit we installed is working properlyThis particular problem was due to an electrical malfunction at the customer's home, triggering the GFI outlet to turn offUpon careful review of the Limited Warranty statement given to each customer, it clearly states that the warranty "...shall not include plumbing or electrical installation"While we waived the service charge, the customer was charged a nominal Trip Charge due to the fact our equipment was functioning properly and the issue at hand was a direct cause of said customers electrical systemOur warranties only cover our equipmentExisting drains, plumbing, and electrical outlets not installed by us, are not covered under our warrantyFurthermore, the customer has not paid the Trip Charge and we are not actively pursing payment on this past due amountWe regret the miscommunication related to the Trip Charge, and are making the necessary steps to ensure our customers have a concise understanding of this policy We also regret the unpleasant experience with our office staff Anything less than excellent customer service is not acceptable and I will address this issue accordingly Thank you again for bringing these issues to my attention, allowing an opportunity to improve our performance, and continue to offer superior customer service Regards, Vern Dale's Water Center
Thank you for the letter dated 1/17/expressing a customer
concern regarding service received and our equipment
warrantyVern Dale's
Water Center values our customers and places a high priority on good customer
serviceI regret to hear this customer's experience was less than positive,
and appreciate the opportunity to address the issues presentedOur company
intends to rectify the situation to the best of our ability
Regarding the issue of the Trip Charge; The
unit we installed is working properlyThis particular problem was due to an
electrical malfunction at the customer's home, triggering the GFI outlet to
turn offUpon careful review of the Limited Warranty statement given to each
customer, it clearly states that the warranty "...shall not include plumbing
or electrical installation"While we waived the service charge, the
customer was charged a nominal Trip Charge due to the fact our equipment was
functioning properly and the issue at hand was a direct cause of said customers
electrical systemOur warranties only cover our equipmentExisting drains,
plumbing, and electrical outlets not installed by us, are not covered under our
warrantyFurthermore, the customer has not paid the Trip Charge and we are not
actively pursing payment on this past due amountWe regret the
miscommunication related to the Trip Charge, and are making the necessary steps
to ensure our customers have a concise understanding of this policy
We also regret the unpleasant experience with our office staff
Anything less than excellent customer service is not acceptable and I will
address this issue accordingly
Thank you again for bringing these issues to my attention,
allowing an opportunity to improve our performance, and continue to offer
superior customer service
Regards,
Vern Dale's Water Center