July 31, 2017 Warners’ Stellian Company Inc. [redacted] St. Paul, MN 55103 Revdex.com 220 S. River Ridge Circle Burnsville, MN 55337 RE: Revdex.com Complaint Case# [redacted] To Whom It May Concern, The following is in response to [redacted]’ updated comments. We apologize for the refrigerator issues that Mrs. [redacted] has encountered. Warners’ Stellian recognized that there was an error on our end and we discussed several different options with Mrs. [redacted] to rectify the situation. On July 20, 2017 an agreement between Warners’ Stellian and Mrs. [redacted] was made that she would like the same model refrigerator, brand new at a discounted price. We made an agreement, collected the difference in payment and scheduled delivery for July 26, 2017 which has since been completed. We sincerely apologize for the frustration that this has caused but again we do feel that we have been fair in resolving this issue If for any reason the customer or the Revdex.com should need additional information or action, please contact us at ###-###-####. We look forward to soon resolving this case. Sincerely, Warners’ Stellian Call Center Manager CC: [redacted]
Initial Business Response /* (1000, 5, 2015/12/07) */
December 7, 2015
Warners' Stellian Company Inc.
550 Atwater Circle
St. Paul, MN 55103
Revdex.com
[redacted] S. [redacted] XXXXX
RE: Revdex.com Complaint Case# XXXXXXXX
To Whom It May Concern,
At Warners'...
Stellian, providing the highest level of service for our customers is a top priority. Our teams are trained to ensure we are successful in achieving that mission. When we fall short of our customer's expectations, we work quickly to remedy any outstanding issues.
Unfortunately, customer Ms. [redacted] has been experiencing an issue related to her washing machine. After receiving notice that her washing machine was showing an error code, we ordered parts in advance. Once the parts arrived we scheduled for a technician to install the parts on November 25, 2015 and during that appointment the washer was tested to be working as it should. We received a call back on November 28, 2015 stating that the washer was getting the error code again. At that time we informed the customer that we were going to order additional parts. The parts have arrived and we currently have Ms. [redacted] scheduled for repair on Tuesday December 8, 2015. We look forward to resolving this issue and sincerely apologize for the inconvenience.
If for any reason the customer or the Revdex.com should need additional information or action, please contact us at XXX-XXX-XXXX
Sincerely,
Warners' Stellian
Call Center Manager
CC: Ms. [redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/12/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The washer was repaired although the tech was there less than 15 minutes, so I believe all would be in agreement hat a washing machine cannot be repaired and tested in less than 15 minutes. The proof of this is the first time it was used it broke down. All we want is what we paid for....a machine that works and a vendor who stands behind what they sell and responds to their customers. In other words live up to thiere promises they made at the time of sale. Please just fix the machine which is under warranty instead of causing all this unnecessary action.This machine and your lack of follow through on service puts me in a position of just wanting to return the machine for a refund and parting ways with Warner Stellian.
Final Business Response /* (4000, 9, 2015/12/08) */
December 8, 2015
Warners' Stellian Company Inc.
550 Atwater Circle
St. Paul, MN 55103
Revdex.com
[redacted] XXXXX
RE: Revdex.com Complaint Case# XXXXXXXX
To Whom It May Concern,
The following is in response to [redacted]'s updated comments. Please refer to Warners' Stellian's previous response dated September 8, 2015.
We apologize for the issues that Ms. [redacted] is experiencing with her washer. We have confirmed with the technician that was out today that the washer was tested to be working as it should after he installed the main board. If Ms. [redacted] is still experiencing the same issue we can send the technician back to her home as the unit is covered by the manufacturer's warranty for any service needs. If Ms. [redacted] does not want this unit we can take it back however, there [redacted] be a 35% buy-back fee as the washer has been in her home for 7 months. We sincerely apologize for the frustration that this has caused.
If for any reason the customer or the Revdex.com should need additional information or action, please contact us at XXX-XXX-XXXX. We look forward to soon resolving this case.
Sincerely,
Warners' Stellian Customer Service Supervisor
CC: [redacted]
Initial Business Response /* (1000, 5, 2015/08/13) */
August 13, 2015
Warners' Stellian Company Inc.
550 Atwater Circle
St. Paul, MN 55103
Revdex.com
220 S. River Ridge Circle
Burnsville, MN 55337
RE: Revdex.com Complaint Case# XXXXXXXX
To Whom It May Concern,
At Warners'...
Stellian, providing the highest level of service for our customers is a top priority. Our teams are trained to ensure we are successful in achieving that mission. When we fall short of our customer's expectations, we work quickly to remedy any outstanding issues.
Unfortunately, customer Mr. [redacted] has been experiencing an issue related to his microwave. Since receiving notification of the damaged door, we ordered a door and scheduled to replace it. When our technician was out to replace the door he found more damage to the microwave, and deemed the microwave to be non-repairable. At that time we submitted this to the manufacturer to be reviewed for an exchange. On August 10, 2015 Mr. [redacted] was notified that the exchange was approved and we have an appointment scheduled for August 15, 2015 to install the new microwave. We sincerely apologize for the inconvenience.
If for any reason the customer or the Revdex.com should need additional information or action, please contact us at XXX-XXX-XXXX
Sincerely,
Warners' Stellian
Customer Service Supervisor
CC: Mr. [redacted]
July 31, 2017 Warners’ Stellian Company Inc. [redacted] St. Paul, MN 55103 Revdex.com 220 S. River Ridge Circle Burnsville, MN 55337 RE: Revdex.com Complaint Case# [redacted] To Whom It May Concern, The following is in response to [redacted]’ updated comments. We apologize for the refrigerator issues that Mrs. [redacted] has encountered. Warners’ Stellian recognized that there was an error on our end and we discussed several different options with Mrs. [redacted] to rectify the situation. On July 20, 2017 an agreement between Warners’ Stellian and Mrs. [redacted] was made that she would like the same model refrigerator, brand new at a discounted price. We made an agreement, collected the difference in payment and scheduled delivery for July 26, 2017 which has since been completed. We sincerely apologize for the frustration that this has caused but again we do feel that we have been fair in resolving this issue If for any reason the customer or the Revdex.com should need additional information or action, please contact us at ###-###-####. We look forward to soon resolving this case. Sincerely, Warners’ Stellian Call Center Manager CC: [redacted]
Initial Business Response /* (1000, 5, 2015/12/07) */
December 7, 2015
Warners' Stellian Company Inc.
550 Atwater Circle
St. Paul, MN 55103
Revdex.com
[redacted] S. [redacted] XXXXX
RE: Revdex.com Complaint Case# XXXXXXXX
To Whom It May Concern,
At Warners'...
Stellian, providing the highest level of service for our customers is a top priority. Our teams are trained to ensure we are successful in achieving that mission. When we fall short of our customer's expectations, we work quickly to remedy any outstanding issues.
Unfortunately, customer Ms. [redacted] has been experiencing an issue related to her washing machine. After receiving notice that her washing machine was showing an error code, we ordered parts in advance. Once the parts arrived we scheduled for a technician to install the parts on November 25, 2015 and during that appointment the washer was tested to be working as it should. We received a call back on November 28, 2015 stating that the washer was getting the error code again. At that time we informed the customer that we were going to order additional parts. The parts have arrived and we currently have Ms. [redacted] scheduled for repair on Tuesday December 8, 2015. We look forward to resolving this issue and sincerely apologize for the inconvenience.
If for any reason the customer or the Revdex.com should need additional information or action, please contact us at XXX-XXX-XXXX
Sincerely,
Warners' Stellian
Call Center Manager
CC: Ms. [redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/12/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The washer was repaired although the tech was there less than 15 minutes, so I believe all would be in agreement hat a washing machine cannot be repaired and tested in less than 15 minutes. The proof of this is the first time it was used it broke down. All we want is what we paid for....a machine that works and a vendor who stands behind what they sell and responds to their customers. In other words live up to thiere promises they made at the time of sale. Please just fix the machine which is under warranty instead of causing all this unnecessary action.This machine and your lack of follow through on service puts me in a position of just wanting to return the machine for a refund and parting ways with Warner Stellian.
Final Business Response /* (4000, 9, 2015/12/08) */
December 8, 2015
Warners' Stellian Company Inc.
550 Atwater Circle
St. Paul, MN 55103
Revdex.com
[redacted] XXXXX
RE: Revdex.com Complaint Case# XXXXXXXX
To Whom It May Concern,
The following is in response to [redacted]'s updated comments. Please refer to Warners' Stellian's previous response dated September 8, 2015.
We apologize for the issues that Ms. [redacted] is experiencing with her washer. We have confirmed with the technician that was out today that the washer was tested to be working as it should after he installed the main board. If Ms. [redacted] is still experiencing the same issue we can send the technician back to her home as the unit is covered by the manufacturer's warranty for any service needs. If Ms. [redacted] does not want this unit we can take it back however, there [redacted] be a 35% buy-back fee as the washer has been in her home for 7 months. We sincerely apologize for the frustration that this has caused.
If for any reason the customer or the Revdex.com should need additional information or action, please contact us at XXX-XXX-XXXX. We look forward to soon resolving this case.
Sincerely,
Warners' Stellian Customer Service Supervisor
CC: [redacted]
Initial Business Response /* (1000, 5, 2015/08/13) */
August 13, 2015
Warners' Stellian Company Inc.
550 Atwater Circle
St. Paul, MN 55103
Revdex.com
220 S. River Ridge Circle
Burnsville, MN 55337
RE: Revdex.com Complaint Case# XXXXXXXX
To Whom It May Concern,
At Warners'...
Stellian, providing the highest level of service for our customers is a top priority. Our teams are trained to ensure we are successful in achieving that mission. When we fall short of our customer's expectations, we work quickly to remedy any outstanding issues.
Unfortunately, customer Mr. [redacted] has been experiencing an issue related to his microwave. Since receiving notification of the damaged door, we ordered a door and scheduled to replace it. When our technician was out to replace the door he found more damage to the microwave, and deemed the microwave to be non-repairable. At that time we submitted this to the manufacturer to be reviewed for an exchange. On August 10, 2015 Mr. [redacted] was notified that the exchange was approved and we have an appointment scheduled for August 15, 2015 to install the new microwave. We sincerely apologize for the inconvenience.
If for any reason the customer or the Revdex.com should need additional information or action, please contact us at XXX-XXX-XXXX
Sincerely,
Warners' Stellian
Customer Service Supervisor
CC: Mr. [redacted]