Viking Sink Co LLC

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 appearI have read the response from the company and have to say I am very disappointed that they felt the need to make statements about me and the way this was handledDid I contact the company directly, yes I didI contacted the company we bought the top through and they asked if I wanted them to contact Viking or did we want to directly as we knew the problemI looked up the website and there is no indication that they don't deal with the customer directly, in fact they even have a spot on their site to place ordersI contacted the company, was helped by a very nice lady, was never once told I couldn't or shouldn't be talking to them directlyThis lady in fact tried to help and had the top remadeThere is nothing wrong with the dark brown color of the top, it is not a "color" issue, it is the blue/purple haze on the top that is the issuePhil, the company representative that was sent to out house to try to repair the first top was unsuccessful and said they have this problem with the dark colorsWhen I explained the problem to the first lady I spoke to prior to the top being remade she checked with the shop manager and called me back saying they should be able to remake the top without this issue.The tops are shipped with a protective plastic cover on them and yes the first top was installed prior to that plastic being removedOnce it was installed and the plastic removed the issue was obviousThe company sent the second top, we removed the plastic prior to installation and the same issue was seen, not as bad but still thereAt this time I sent an email to the company on their site and didn't receive any responseI waited several days, sent another, same no responseI then called and spoke to a lady who said she was new, didn't know what to do but would give my info to someone who could helpI never received any responseI called again several days later and got the same lady and she apologized and said she would have someone contact me, at this time I told her that was fine, I had things to do and would be in and out so if I didn't connect I would call back after lunch.After lunch I get a call from the cabinet shop that I bought the top from and they said Katie had called them stating she had spoken to me in the morning telling me that I was not to contact Viking anymore and that they are not going to do anything about the topThis complete statement is except for the part of them not doing anything about the top.I never threatened to call Viking daily, I have never been anything but professional to themI worked in customer service my entire career for a Fortune company, was a Regional Manager overseeing a dept of over customer service representatives and have handled more than my share of complaints and know that threatening statements and bullying are not the way to get an issue resolvedWhat I did find successful was dialogue, find out what the actual problem is and work with the other party toward a resolution each side can live withSecondly, I never asked for any money or discount, and the company never brought that upI want a top without the discolored haze or we want our money back and they can have their tops back.I find the way *** has handled this issue to be very unprofessional especially the statements and accusationsI also find it hard to believe that a company can make a product that their own representative said has problems, and then tell the customer to bad, we won't do anything about it.Come get your defective tops and refund my moneyI'm still out the cost of installation but it would be worth it to get a top that looks good Regards, Tom [redacted] Tom [redacted]

[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 is satisfactory to me.
Regards,
*** ***

The following is the correct timeline of events: 5/24/- Original order was placed by Valley Custom CabinetsWe do not sell direct to the public, so the top was not purchased directly from us as was stated in the complaint. 6/6/- Original top was delivered to Valley Custom
Cabinets 7/7/- Viking Sink Company representative attempted to repair the original top. 7/12/- Viking Sink Company date of order for top to be remade at no cost. 7/20/- Viking Sink Company delivered no cost top to Valley Custom Cabinets. Please see the attached copy of our limited warranty and care and maintenancePlease note under Installation - Inspection, that a "damaged" top is not to be installedThe customer installed their top, against the care and maintenance instructions. Next, please see the attachment of the first two-pages of our price bookValley Custom Cabinets, who is Viking Sink Company's customer has full access to the entire price book and its contents. In the color section, we specifically state "Since the majority of the product is made from ground marble, we find that this filler varies just as slabs of quarried marble varyEach batch of marble may absorb the colors we add differentlyAlso, the type of lighting the marble is subjected to will affect the colorTherefore, we cannot guarantee exact color duplication from our color samplesThese samples are shown only as a guide." It was explained to Mr*** that we do not refund money or remake a top at no cost due to the customer "not liking the color". Mr*** began calling Viking Sink Company multiple times a day and began to threaten to call multiple times an hourAt this point Viking Sink Company informed Valley Custom Cabinets that they are the customer of Viking Sink, not Mr***They were informed that Mr*** was to not call Viking Sink Company anymore as he was not our customer and all further communication was to go through Valley Custom Cabinets and Viking Sink Company. If you need any other information from us, feel free to contact either *** or myself! We also need to update our information to have *** Maes as the owner*** *** has retired and is no longer an owner of the company. Thank you, *** ***
Viking Sink CompanyTower DrCadott, WI 54727715.289.3540 CARE AND MAINTENANCEYour Viking Sink marble top requires MINIMAL care to maintain its beauty The surface is nonporous which resists staining Routine cleaning with a damp cloth or sponge using a NON-ABRASIVE general purpose or foam cleaner is normally all that is needed Harsh abrasive cleansers, lye solutions, bleaches, peroxides and chemical solvents are neither required nor recommended. To maintain luster and make cleaning easier, periodic applications of paste wax or products designed for CULTURED MARBLE may be applied. Minor abrasions and scratches may be removed by using a very mild automotive polishing compound or baking soda. Deeper scratches and more extensive damages may require on-site repair by a qualified dealer representative. Water exceeding degrees may cause cracking around the drain.INSTALLATIONINSPECTIONVisually inspect for damage that may have been caused in transit DO NOT install a damaged top.SIZINGTrial fit vanity top to cabinet and walls If necessary trim or shave cabinet top with a belt sander to assure top fits flat on the cabinet base If sink fits to wall on one end and that wall corner is out of square, you may belt sand the end of the vanity top that fits to the wall Care must be taken not to chip or remove too much material from the sink end when doing this procedure.INSTALLING FAUCET AND DRAINInstall faucet and drain according to manufacturers directions Use a high quality silicone caulk under the drain collarDO NOT USED PLUMBERS PUTTY; DO NOT OVERTIGHTEN DRAIN!! Normally 1/to 1/turn past hand tight is sufficient Remove excess silicone with denatured alcohol.INSTALLING THE VANITY TOPRemove dust from top of cabinet and bottom of vanity top with denatured alcohol Apply silicone to top corners of base cabinet Carefully place vanity top onto cabinet base Side splash should be installed last after all plumbing connections are made.CAULKINGClean entire top with a mild household cleaner, and dry thoroughly Apply thin bead of silicone caulk to seal joint next to wall and top of backsplash Wipe off excess with denatured alcohol. LIMITED WARRANTY Viking Sink Company expressly warrants for a period of the first five (5) years that its manufactured sink products are free of defects in material and workmanship on the date of delivery, subject to the limitations set forth in this Limited Warranty This does not cover: damage after manufacturer’s delivery, cracks, chips, or scratches (unless caused by material or workmanship), minor surface imperfections, warpage and color or filler shade variations Failure of any adhesive, caulk, or other accessory, or failure of any joint or seam, are not included in this Limited Warranty This Limited Warranty covers the product for interior use in the United States, Mexico and Canada and does not cover the product moved from its original place of installation Labor charges incurred during any installations are not included under this Limited Warranty.Viking Sink Company will, at its option, repair, replace, or make suitable adjustment if a Viking Sink Company product fails due to a Viking Sink Company manufacturing defect, which is discovered during the first five (5) years after the initial purchase.This Limited Warranty applies to Viking Sink Company products that are maintained as described in the Care and Maintenance Guide and installed as described in the Installation Guide; installation constitutes acceptance For service under this Limited Warranty, you must notify the dealer from whom you purchased the product or Viking Sink Company in writing, providing your name and address, a description of the product involved the nature of the defect or failure, and proof of purchase and date of purchase This Limited Warranty does not include labor charges needed to repair or replace the defective product nor does it include the labor to remove, repair or replacement of fixtures, hardware or decorative treatmentsTHIS LIMITED WARRANTY IS IN LIEU OF ALL OTHER WARRANTIES, EXPRESSED OR IMPLIED, AND VIKING SINK COMPANY EXPRESSLY DISCLAIMS ALL OTHER WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING WITHOUT LIMITATION ANY IMPLIED WARRANTY OR MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE THIS LIMITED WARRANTY SETS FORTH THE PURCHASER’S SOLE REMEDY IN CONNECTION WITH THE SALE OR USE OF PRODUCTS COVERED BY THIS LIMITED WARRANTY AND IN NO EVENT SHALL VIKING SINK COMPANY BE OTHERWISE LIABLE FOR ANY LOSS, DAMAGE OR INJURY OF ANY NATURE ARISING OUT OF THE SALE OR USE OF THE PRODUCTS DELIVERED HEREUNDER, WHETHER FOR NEGLIGENCE, BREACH OF CONTRACT OR ANY OTHER LEGAL OR EQUITABLE THEORY VIKING SINK COMPANY SHALL NOT BE LIABLE FOR ANY INDIRECT, SPECIAL, INCIDENTAL OR CONSEQUENTIAL DAMAGES ARISING OUT OF THE SALE OR USE OF SUCH PRODUCTS, INCLUDING BUT NOT LIMITED TO LOST PROFITS, REVENUES, ANTICIPATED SALES, BUSINESS OPPORTUNITIES OR FOR INTERRUPTION OF BUSINESS.Any oral statements about the products in this warranty that are not incorporated herein do not constitute warranties, shall not be relied upon by the buyer, and are not part of the contract for sale The entire warranty is embodied in this Limited Warranty This Limited warranty is the complete and exclusive statement of the terms of such warranty

Viking Sink Company, LLC has contacted Valley Custom Cabinets to inform them that there will be a check sent out for the cost of the vanity topHowever, this check will be delivered once the tops are returned to Viking Sink CompanyIn speaking with Valley Custom Cabinets, the sinks are to be back to be picked up on Tuesday, October 24th by Viking Sink CompanyThat is when the check will also be deliveredValley Custom Cabinets will then need to give the end user a refund

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 appearI have read the response from the company and have to say I am very disappointed that they felt the need to make false statements about me and the way this was handled. Did I contact the company directly, yes I did. I contacted the company we bought the top through and they asked if I wanted them to contact Viking or did we want to directly as we knew the problem. I looked up the website and there is no indication that they don't deal with the customer directly, in fact they even have a spot on their site to place orders. I contacted the company, was helped by a very nice lady, was never once told I couldn't or shouldn't be talking to them directly. This lady in fact tried to help and had the top remade. There is nothing wrong with the dark brown color of the top, it is not a "color" issue, it is the blue/purple haze on the top that is the issue. Phil, the company representative that was sent to out house to try to repair the first top was unsuccessful and said they have this problem with the dark colors. When I explained the problem to the first lady I spoke to prior to the top being remade she checked with the shop manager and called me back saying they should be able to remake the top without this issue.The tops are shipped with a protective plastic cover on them and yes the first top was installed prior to that plastic being removed. Once it was installed and the plastic removed the issue was obvious. The company sent the second top, we removed the plastic prior to installation and the same issue was seen, not as bad but still there. At this time I sent an email to the company on their site and didn't receive any response. I waited several days, sent another, same no response. I then called and spoke to a lady who said she was new, didn't know what to do but would give my info to someone who could help. I never received any response. I called again several days later and got the same lady and she apologized and said she would have someone contact me, at this time I told her that was fine, I had things to do and would be in and out so if I didn't connect I would call back after lunch.After lunch I get a call from the cabinet shop that I bought the top from and they said Katie had called them stating she had spoken to me in the morning telling me that I was not to contact Viking anymore and that they are not going to do anything about the top. This complete statement is false except for the part of them not doing anything about the top.I never threatened to call Viking daily, I have never been anything but professional to them. I worked in customer service my entire career for a Fortune 300 company, was a Regional Manager overseeing a dept of over 350 customer service representatives and have handled more than my share of complaints and know that threatening statements and bullying are not the way to get an issue resolved. What I did find successful was dialogue, find out what the actual problem is and work with the other party toward a resolution each side can live with. Secondly, I never asked for any money or discount, and the company never brought that up. I want a top without the discolored haze or we want our money back and they can have their tops back.I find the way [redacted] has handled this issue to be very unprofessional especially the false statements and accusations. I also find it hard to believe that a company can make a product that their own representative said has problems, and then tell the customer to bad, we won't do anything about it.Come get your defective tops and refund my money. I'm still out the cost of installation but it would be worth it to get a top that looks good.
Regards,
Tom [redacted]
Tom [redacted]