Vinotemp International

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 The company has contacted me and has been easy to reach via email, but they have offered only a small partial refund at this timeI do not like the unit they sent me and I wish to return it for a full refundThank you Regards, [redacted] ***

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.The only trouble shooting actions the company offered were to 1) unplug the unit and 2) take it to a repair shop They did not really attempt to trouble shoot and help me figure out why it was not working In addition, they sold an inferior product, do they really expect their wine coolers to last only years before failure They made the whole service process unacceptable and should never claim as on their website the following this is not true: "Our goal is to provide the three most important aspects of a successful business; Quality, Value and ServiceWe are known in this industry to provide a high quality product for an affordable price." In addition, they have failed to even recognize their failure ruined my wine collection Regards, [redacted]

In regards to the complaint filed by Mr [redacted] we wanted to advise that Vinotemp's customer care depthas been in communication with both New Leaf and Mr [redacted] through this situationWe have worked with New Leaf management to see what kind of resolution we can have for Mr***Vinotemp has received notice that New Leaf will provide Mr [redacted] a replacement unit and Mr [redacted] has confirmed he has accepted New Leaf’s resolution

Freight company has agreed to pay for the extra service of the 80$ saturday deliveryWe hope this satisfies the customer

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 have enclosed the specifications and installation instructions for clarification I personally selected the unit (not my installer) because it claimed to cool air for a cu ft space and my space is only cu ft I chose the Top Exhaust because there is a large "dead space" (approximately feet) between the ceiling of the wine cellar and the flooring above The unit was installed per the enclosed instructions After consultation with [redacted] a solid/insulated door was added to the cellar and the area under the cooling unit was opened up These points are all moot, however, because when the unit was removed and bench tested we failed to get a reading under degrees This is why the unit was returned to VinoTemp Regards, [redacted]

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] ***

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 really don't know when they extended their warranty because our warranty of ONE YEAR ended in July and the unit was replaced around FebruaryAnd again if it was functioning normally why did the tech on the phone and their rep in the NY area agree that it was making too much noise? They just don't want to admit that their company is subpar and their products are awful Their reviews are horrendous and when someone, such as myself, complains on [redacted] they get banned from their [redacted] page and blocked Regards, [redacted]

The customers request for weekend delivery was granted at no additional chargeCustomer opted for standard curbside deliveryWhite glove delivery was not paid for and therefore is not the responsibility of the driver to accommodate her inside delivery requestThe unit was delivered with no visible damage indicatedIf she has any other questions or concerns regarding the delivery she can call [redacted]

We are working with the customer nowWe will hopefully be able to resolve their complaintWe have made modifications to this model throughout its history to improve the features and look and certain features have changedThe lock is an added feature that covers the lock, instead of how it was made before as a lever handleProduct is taking longer than usual as we are in transition of moving factoriesNo excuse and we apologize for thatWe hope to come to an amicable conclusion, we want the customer to be happy

Customer is out of warranty, Customer is requesting something that even under warranty would not be doneWe do not go into the home pack and unpack the componentWe extended the warranty to replace the component cooler although the first time we did that the cooling unit was not faulty.Customer passed the grace period for this extensionWe are not liable for what she is requestingIt is outside the scope of any type of warranty the service she is asking forNo manufacturer would perform this type of serviceUninstalling and re Installation services are not included in warranty repairCustomer would need to package the component, send the component in for service (UPS) and reinstall the component when the unit is returned to the customerOutside warranty customer would pay for freight and service repairIf the customer simply sent back the unit at the time, she would have a replacement unit at this point

Customer reported damaged to the door and the back of the unit [redacted] sent pictures to the carrier and reported the damageThe customer signed the BOL (bill of lading) free and clear and carrier said claim will be denied since the BOL was signed clearWe note on our paperwork and when we email tracking the importance to verify when a product is delivered to check the unit and packaging [redacted] emailed the customer yesterday in the morning letting them know since he signed clear then [redacted] couldn't process a replacement but will check what his options were [redacted] was very responsive and tried working with the customer but the wife was very unpleasant [redacted] stated that we are still waiting for a response from the carrier to see if there is anything the carrier can do

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.The unit was installed per the instructions that were included with it Installation modifications were made in accordance with email instructions from VinoTemp representative and still didn't function properlyThe unit was bench-tested and did not cool to proper temperature Regards, [redacted]

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] ***

Customer purchased unit 3/but did not install it till 11/Compressor was making a lot of noiseWe provided a replacement compressorIt fixed the issue but the the customer complained regarding the noiseHe was already out of warranty at that timeWe offered to repair customers unit for free, customer will need to send it in for serviceWe do not pay for shippingThat would be the customers responsibility to get the unit to us for repair

We apologize for the inconvenience, the shipping companies try to accommodate the customer as best they can Standard deliveries are during the weekThis is the response from the freight company : Your customer is requesting weekend deliveryWe are trying to assist herShe lives approx hour drive from the NY terminal in a residential district by HarlemDue to the low volume of deliveries in this area, the delivery agent only goes twice a week, otherwise a full truck would be out of rotation for at least hours of the day for this one deliveryIf she still needs weekend delivery it is an $special for delivery during non business hoursPlease let me know if you have any questions

We are working with customer as previously answeredWe issued a *** E-Tag per customer requestAn E-Tag is for a label to be processed and emailed to customer so that customer can print the label and put sticker on the box and drop off at his nearest locationThe item was returned and we are shipping the replacement unit to customer today via *** tracking number ***Customer will need to let the unit sit at least hours before plugging it in and or installingIf all is done correctly customer should have no further issues and problem solved

04/10/
Revdex.com Complaint#
Customer placed an order for a scratch & dent wine cabinet which the warranty (compressor unit) is days from the date of purchase (parts for function only, not cosmetic defects)
These units are refurbished and sold as is;
customer order was processed, shipped and delivered on 11/
Customer did not notify Vinotemp of non-confirming goods within or any discrepancies within the business days requiredOnce the cabinet is delivered we recommend allowing the cabinet to sit hours before plugging unit in to allow the lubricant to settle inside the Wine-Mate cooling system
We have spoken to customer several times and customer was not following proper clearance guidelinesWhen there is required clearance on a wine cabinet and customer does not follow exact requirements there will be issues even the smallest discrepancy on customer behalf may cause issue
Vinotemp is honoring warranty of scratch and dent wine cabinetWe have offered customer parts as per the warranty on the item but he was also warned that if he doesn’t move the wine cabinet and provide the proper clearance, there will be no change the issue will continue but customer refused to move unit
Customer is now contacting us again regarding issue once again and we are working with customer to help resolve his issue; customer claims item was moved and cooling system is still not working properlyWe have issued an *** call tag and once the unit is returned we will send customer a replacement cooling system that he has agreed to install himself(Installation instructions are available and on our website)

Customer has the option of possibly returning to the original purchaser or sending it in for service.We will service the unit at no charge and pay the freight to send it back

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,
*** ***

In speaking to the customer service team: Not sure what specs he is going fromCustomer had his installer purchase the unit for himThey did not consult with our sales team to make sure that the unit purchased would adequately work in the spaceI (Manager of Customer Service) believe the customer should have purchased a rear exhaust but instead purchased an top exhaustIt is not our responsibility if the unit is not working not for defect, but due to incorrect item purchased *** and *** have been extremely helpful in trying to assist with getting it working for himOur offer still is offered