Revdex.com:
Yes, the dishwasher was finally fixed today The explanation provides nothing that I did not already know, but it is technically correct that Warners' Stellian did everything it "had" to do in this circumstance It is my belief that a company who sells an $dishwasher and than has that dishwasher completely fail two months after being installed in a customer's home, should do more than simply facilitate warranty service, especially when it was learned that it would be a month before the dishwasher could be fixed I understand Warners' Stellian is not required to replace the dishwasher in these instances, but I would think that they would WANT to replace the dishwasher in light of these circumstances If the response to this is that Warners' Stellian would lose too much money if they replaced all appliances that broke down completely within three months of installation and were out of commission more than three weeks they could be repaired, then Warners' Stellian has another problem, altogether When I think about the many thousands of dollars that I have spent at Warners' Stellian over the last years and the many other items I was certain to purchase from them in the future, I am confident that taking a hit on replacing an $dishwasher would have made more financial sense than losing my business...and that's too bad
August 16, Warners’ Stellian Company Inc*** *** *** StPaul, MN Revdex.com SRiver Ridge Circle Burnsville, MN RE: Revdex.com Complaint Case# *** 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 missionWhen we fall short of our customer’s expectations, we work quickly to remedy any outstanding issuesUnfortunately, customer Mr*** has experienced an issue related to his refrigeratorUnder the warranty contract that Mr*** purchased we are required to perform serviceAfter receiving this complaint from Mr*** we sent a technician out and replaced parts based on the error code that the refrigerator was showingAfter replacing those parts we found more parts were neededWe have confirmed that the refrigerator service was completed on August 15, We regret the length of time that it has taken to completeWe sincerely apologize for the inconvenienceIf for any reason the customer or the Revdex.com should need additional information or action, please contact us at ###-###-#### Sincerely, Warners’ Stellian Call Center Manager CC: Mr*** ***
October 16, Warners’ Stellian Company Inc*** *** *** StPaul, MN Revdex.com SRiver Ridge Circle Burnsville, MN RE: Revdex.com Complaint Case#*** 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 missionWhen we fall short of our customer’s expectations, we work quickly to remedy any outstanding issuesUnfortunately, customer Mrs*** has experienced a service related issue with her refrigerator leakingOnce Warners’ Stellian was notified of this issue we scheduled a diagnostic and it was determined that several parts were neededMrs***’s refrigerator was purchased in October so it is currently two years out of warrantyWe provided an estimate for three parts that are neededThe board came with a very expensive price tag and Warners’ Stellian reached out to the manufacturer to see if we could get any assistance from the manufacturer in getting the board at a reduced costWe received a response that we could get the board at a reduced cost, we provided that information to Mrs*** and she agreed to move forward with repair on October 2, We ordered parts that day and we were notified by Viking on October 9, that the board is on factory back orderWe do have a supervisor working closely with the manufacturer and the ***’s on getting this resolved as soon as possibleWe are currently waiting for the part that is on back order through the manufacturerWe sincerely apologize for the frustrationsIf for any reason the customer or the Revdex.com should need additional information or action, please contact us at ###-###-#### Sincerely, Warners’ Stellian Call Center Manager CC: Mr& Mrs***
We are sorry for this issue and will have the Edina store manager reach out to you to discuss furtherThank you for bringing it to our attention.Warners' Stellian
I am rejecting this response because: It is not satisfactoryI have fixed the problem myself and will surely never, ever use this business againIn addition, I will let everyone that I possibly can know my total dissatisfaction with this business and advise them to shop elsewhere!
Initial Business Response /* (1000, 5, 2015/12/07) */
December 7,
Warners' Stellian Company Inc
Atwater Circle
StPaul, MN
Revdex.com
*** S*** *** ***
*** ** 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 priorityOur teams are trained to ensure we are successful in achieving that missionWhen we fall short of our customer's expectations, we work quickly to remedy any outstanding issues
Unfortunately, customer Ms*** has been experiencing an issue related to her washing machineAfter receiving notice that her washing machine was showing an error code, we ordered parts in advanceOnce the parts arrived we scheduled for a technician to install the parts on November 25, and during that appointment the washer was tested to be working as it shouldWe received a call back on November 28, stating that the washer was getting the error code againAt that time we informed the customer that we were going to order additional partsThe parts have arrived and we currently have Ms*** scheduled for repair on Tuesday December 8, 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*** ***
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 minutes, so I believe all would be in agreement hat a washing machine cannot be repaired and tested in less than minutesThe proof of this is the first time it was used it broke downAll we want is what we paid for....a machine that works and a vendor who stands behind what they sell and responds to their customersIn other words live up to thiere promises they made at the time of salePlease 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,
Warners' Stellian Company Inc
Atwater Circle
StPaul, MN
Revdex.com
*** ** *** *** ***
*** ** XXXXX
RE: Revdex.com Complaint Case# XXXXXXXX
To Whom It May Concern,
The following is in response to *** ***'s updated commentsPlease refer to Warners' Stellian's previous response dated September 8,
We apologize for the issues that Ms*** is experiencing with her washerWe 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 boardIf Ms*** 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 needsIf Ms*** does not want this unit we can take it back however, there *** be a 35% buy-back fee as the washer has been in her home for monthsWe 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-XXXXWe look forward to soon resolving this case
Sincerely,
Warners' Stellian Customer Service Supervisor
CC: *** ***
I am rejecting this response because: I was contacted by the manager but the matter had not been resolvedHe asked me to send him documents which I have done
July 11, Warners’ Stellian Company Inc*** *** *** StPaul, MN Revdex.com SRiver Ridge Circle Burnsville, MN RE: Revdex.com Complaint Case# *** 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 missionWhen we fall short of our customer’s expectations, we work quickly to remedy any outstanding issuesUnfortunately, customer Mr& Mrs*** has experienced multiple issues related to her washerAfter receiving notification that the washing machine continued to have service issues we submitted this to the Manufacturer to be reviewed for replacementThe Manufacturer approved a replacement of the washing machine however this model was a special order item so we then had to place an order for itThe estimated date of arrival continued to be pushed back and we were then notified that this washing machine was back orderedWe have since agreed to replace Mr& Mrs***’s washer and dryer to upgraded models at no additional costThe washer was delivered on July 8, We are waiting for the dryer to arrive and we will contact Mr& Mrs*** to schedule delivery as soon as it arrivesThis was an agreement made between Warners’ Stellian and Mr& Mrs***We sincerely apologize for the inconvenienceIf for any reason the customer or the Revdex.com should need additional information or action, please contact us at ###-###-#### Sincerely, Warners’ Stellian Call Center Manager CC: Mr& Mrs***
September 27, Warners’ Stellian Company Inc*** *** *** StPaul, MN Revdex.com SRiver Ridge Circle Burnsville, MN RE: Revdex.com Complaint Case# *** 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 missionWhen we fall short of our customer’s expectations, we work quickly to remedy any outstanding issuesUnfortunately, customer Ms*** has experienced issues related to her refrigeratorOn July 13, we completed a service call on the refrigerator and at that time tested it to be working as designedOn September 21, we were notified by Ms*** that she was having issues with her refrigerator not coolingDue to the issues that Ms*** is having with this refrigerator we want to send a specific technician outDue to the schedule of the technician needed we have since picked up the customers refrigerator to be repaired in our shopBringing Ms***’s refrigerator to our shop will allow us to test it for a longer period of time after the repair is completedDuring this time we have provided a loaner refrigerator to Ms***’s home to be used until service is complete, the loaner was delivered on September 26, As soon as the repair is complete we will contact Ms*** to return her refrigerator to her homeWe sincerely apologize for the inconvenienceIf for any reason the customer or the Revdex.com should need additional information or action, please contact us at ###-###-#### Sincerely, Warners’ Stellian Call Center Manager CC: Ms*** ***
We were aware of the damage to the doorway leading into the kitchen the floor vent and also the damage that occurred to the doorway during the last deliveryThe floor vent was replacedCustomer was compensated for both doorways $a piece for a total of $
To whom it may concern; At Warners’ Stellian, providing the highest level of service for our customers is a top priorityOur teams are trained to ensure we are successful in achieving that missionUnfortunately, our customer Mrs*** has experienced issues with her refrigeratorMrs
*** purchased this refrigerator on July 2, and it is currently over years outside of the manufacturer’s warranty periodService was performed on August 28, in which we replaced two parts and the entire service call was customer payableWarners’ Stellian was later contacted by Mrs*** notifying us of the same issue and we returned on October 20, at no additional chargeThis repair trip did not require any parts to be replaced, after the technician cleared the drain he advised Mrand Mrs*** to watch for any more water and report it to us if the issue returns. The ***’s contacted Warners’ Stellian to report the same issue we are going to replace a faulty part that was previously installed in August Warners’ Stellian’s labor work is guaranteed for daysThis issue was reported outside of the days and our policy is to charge for any additional labor needed. We do agree that the part replaced in August should not have failed already and we are willing to refund the ***’s the labor fee that they have paid for this current service call, we will reach out via telephone to process the refundWe will not reimburse for the repair done in AugustWe currently have an appointment scheduled for Monday November 27, to replace the part that we have ordered. We sincerely apologize for the inconvenienceIf for any reason the customer or the Revdex.com should need additional information or action, please contact us at ###-###-####Sincerely, Erin *** Erin *** Warners’ Stellian Call Center Manag
The following is in response to *** ***’s updated comments. We apologize for the issues that Mr*** has encounteredWarners’ Stellian recognized that there was an issue at the time of delivery and worked to rectify it as soon as possible as it was never our intent to deliver a product with dents on itWe certainly want to make this right by providing a refrigerator with no damage to it however this option does require a second delivery which is currently scheduled for the morning of Saturday October 7, Concealed damage is something that is completely out of our control and we would never intentionally deliver something with unknown damageWe acknowledge that this is very inconvenient for Mr*** and we have done our best to narrow the time frame down on the second deliveryWe 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
Initial Business Response /* (1000, 5, 2015/12/29) */
To Whom It May Concern,
At Warners' Stellian, providing the highest level of service for our customers is a top priorityOur teams are trained to ensure we are successful in achieving that missionWhen we fall short of our customer's
expectations, we work quickly to remedy any outstanding issues
Unfortunately, customer Mr*** has been experiencing an issue related to his refrigeratorAfter receiving this complaint from Mr*** we scheduled a service appointment and our technician determined that the ice maker needed a new augerAfter replacing the auger and finding out that the refrigerator was still making the same noise that was reported originally, we sent another technician to Mr***'s homeDuring that service call our technician found that in fact the auger was not needed and that it was rather in need of an adjustmentWe have since contacted Mr*** and agreed to refund him for the part and laborMr*** seemed pleased with this resolutionWe 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: Mr*** ***
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 missionWhen we fall short of our customer’s expectations, we work quickly to remedy any outstanding
issues.Unfortunately, customer Mr*** has experienced a cosmetic issue related to his refrigeratorDelivery for several products that Mr*** purchased including the refrigerator referenced were scheduled to be delivered on September 29, When our delivery crew arrived and unboxed the product, concealed dents were found on the side of the refrigeratorDue to the refrigerator having damage at the time of delivery we offered Mr*** two different options to get this resolvedWe offered 1)A 10% discount to keep the refrigerator as is 2.) A one for one exchange however we would need to reschedule deliveryMr*** chose the exchange option and we currently have that scheduled for Saturday October 7, to avoid interfering with his work schedule, we did also narrow the time window down to an AM appointment and Mr*** will get a call the day before with a two hour window of when the delivery crew will arriveAlthough we feel terrible that this situation has brought so much frustration, we do feel that we have been fair in resolving this issue and we are unable to compensate for inconvenienceWe have done everything we can on our end to get the second delivery scheduled with as little interruption of Mr***’s schedule as we couldWe sincerely apologize for the frustrationsIf for any reason the customer or the Revdex.com should need additional information or action, please contact us at ###-###-####Sincerely,Warners’ Stellian Call Center ManagerCC: Mr*** ***
Initial Business Response /* (1000, 5, 2015/07/20) */
July 20,
Warners' Stellian Company Inc
***
StPaul, MN
Revdex.com
SRiver Ridge Circle
Burnsville, MN
RE: Revdex.com Complaint Case# ***
To Whom It May Concern,
At Warners'
Stellian, providing the highest level of service for our customers is a top priorityOur teams are trained to ensure we are successful in achieving that missionWhen we fall short of our customer's expectations, we work quickly to remedy any outstanding issues
Unfortunately, customer Mr*** is experiencing an issue related to his refrigerator that was purchased on 08/19/Upon receiving notification of this issue we quickly added Mr*** to our schedule to have his refrigerator diagnosedWe determined that the refrigerator did need a compressor and a drier, we order the parts and scheduled another appointment to install themWhen we were made aware of an issue the second time we got a technician out the same day who determined we need to replace those parts again, in addition to the evaporatorsMr*** is scheduled for Wednesday 7/22/to have this repair completedWe are confident that this will resolve the issue and 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 ***
Sincerely,
Warners' Stellian
Customer Service Supervisor
CC: Mr***
Initial Business Response /* (1000, 5, 2015/07/13) */
July 13,
Warners' Stellian Company Inc
***
StPaul, MN
Revdex.com
SRiver Ridge Circle
Burnsville, MN
RE: Revdex.com Complaint Case# ***
To Whom It May Concern,
At Warners'
Stellian, providing the highest level of service for our customers is a top priorityOur teams are trained to ensure we are successful in achieving that missionWhen we fall short of our customer's expectations, we work quickly to remedy any outstanding issues
Unfortunately, the installation of Mr***'s dishwasher required additional charges beyond what is standardWhen we were made aware of this issue we contacted the installer and found that the customer was charged more as the dishwasher application and facilities were more unique than usualThe installer charged for his extra time and laborWe 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 ***
Sincerely,
Warners' Stellian
Customer Service Supervisor
CC: Mr***
Initial Consumer Rebuttal /* (3000, 7, 2015/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The original installer was not qualifiedThe installation was not difficult as Warner Stellian did the original installation of the dishwasher that was replacedWhat is very disappointing about Warner Stellian is that the manager would not make any attempt to call backThis is very poor cutomer service as they made no attempt to resolve the issueThe private contractor they hired or Warner Stellian never made any suggestion that additional charges would be required by the second installerIn this competitive market I have plenty of other choices for my future needsVery disappointing responseOne needs to be careful when buying the installation services
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, as long as I receive a check within a week Last time, I accepted the response, but the business "forgot" and "thought" they'd contacted accounting to settle this, instead of calling me directly to make arrangements, as the manager's submitted message indicated she would do I feel as though if I don't keep on this company constantly, they will happily forget to follow through Not pleased with this business and will not do business there again
Final Consumer Response /* (2000, 6, 2015/06/18) */
Speaking with Samsung customer department today (6/18/15), we came to know that Samsung has approved exchange of the defective washer with a new one on June 11, The approval/authentication # is ***We have provided this information
and the number to Warner Stellian customer service department over phone today (6/18/15)
Revdex.com:
Yes, the dishwasher was finally fixed today The explanation provides nothing that I did not already know, but it is technically correct that Warners' Stellian did everything it "had" to do in this circumstance It is my belief that a company who sells an $dishwasher and than has that dishwasher completely fail two months after being installed in a customer's home, should do more than simply facilitate warranty service, especially when it was learned that it would be a month before the dishwasher could be fixed I understand Warners' Stellian is not required to replace the dishwasher in these instances, but I would think that they would WANT to replace the dishwasher in light of these circumstances If the response to this is that Warners' Stellian would lose too much money if they replaced all appliances that broke down completely within three months of installation and were out of commission more than three weeks they could be repaired, then Warners' Stellian has another problem, altogether When I think about the many thousands of dollars that I have spent at Warners' Stellian over the last years and the many other items I was certain to purchase from them in the future, I am confident that taking a hit on replacing an $dishwasher would have made more financial sense than losing my business...and that's too bad
August 16, Warners’ Stellian Company Inc*** *** *** StPaul, MN Revdex.com SRiver Ridge Circle Burnsville, MN RE: Revdex.com Complaint Case# *** 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 missionWhen we fall short of our customer’s expectations, we work quickly to remedy any outstanding issuesUnfortunately, customer Mr*** has experienced an issue related to his refrigeratorUnder the warranty contract that Mr*** purchased we are required to perform serviceAfter receiving this complaint from Mr*** we sent a technician out and replaced parts based on the error code that the refrigerator was showingAfter replacing those parts we found more parts were neededWe have confirmed that the refrigerator service was completed on August 15, We regret the length of time that it has taken to completeWe sincerely apologize for the inconvenienceIf for any reason the customer or the Revdex.com should need additional information or action, please contact us at ###-###-#### Sincerely, Warners’ Stellian Call Center Manager CC: Mr*** ***
October 16, Warners’ Stellian Company Inc*** *** *** StPaul, MN Revdex.com SRiver Ridge Circle Burnsville, MN RE: Revdex.com Complaint Case#*** 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 missionWhen we fall short of our customer’s expectations, we work quickly to remedy any outstanding issuesUnfortunately, customer Mrs*** has experienced a service related issue with her refrigerator leakingOnce Warners’ Stellian was notified of this issue we scheduled a diagnostic and it was determined that several parts were neededMrs***’s refrigerator was purchased in October so it is currently two years out of warrantyWe provided an estimate for three parts that are neededThe board came with a very expensive price tag and Warners’ Stellian reached out to the manufacturer to see if we could get any assistance from the manufacturer in getting the board at a reduced costWe received a response that we could get the board at a reduced cost, we provided that information to Mrs*** and she agreed to move forward with repair on October 2, We ordered parts that day and we were notified by Viking on October 9, that the board is on factory back orderWe do have a supervisor working closely with the manufacturer and the ***’s on getting this resolved as soon as possibleWe are currently waiting for the part that is on back order through the manufacturerWe sincerely apologize for the frustrationsIf for any reason the customer or the Revdex.com should need additional information or action, please contact us at ###-###-#### Sincerely, Warners’ Stellian Call Center Manager CC: Mr& Mrs***
We are sorry for this issue and will have the Edina store manager reach out to you to discuss furtherThank you for bringing it to our attention.Warners' Stellian
I am rejecting this response because: It is not satisfactoryI have fixed the problem myself and will surely never, ever use this business againIn addition, I will let everyone that I possibly can know my total dissatisfaction with this business and advise them to shop elsewhere!
Initial Business Response /* (1000, 5, 2015/12/07) */
December 7,
Warners' Stellian Company Inc
Atwater Circle
StPaul, MN
Revdex.com
*** S*** *** ***
*** ** 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 priorityOur teams are trained to ensure we are successful in achieving that missionWhen we fall short of our customer's expectations, we work quickly to remedy any outstanding issues
Unfortunately, customer Ms*** has been experiencing an issue related to her washing machineAfter receiving notice that her washing machine was showing an error code, we ordered parts in advanceOnce the parts arrived we scheduled for a technician to install the parts on November 25, and during that appointment the washer was tested to be working as it shouldWe received a call back on November 28, stating that the washer was getting the error code againAt that time we informed the customer that we were going to order additional partsThe parts have arrived and we currently have Ms*** scheduled for repair on Tuesday December 8, 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*** ***
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 minutes, so I believe all would be in agreement hat a washing machine cannot be repaired and tested in less than minutesThe proof of this is the first time it was used it broke downAll we want is what we paid for....a machine that works and a vendor who stands behind what they sell and responds to their customersIn other words live up to thiere promises they made at the time of salePlease 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,
Warners' Stellian Company Inc
Atwater Circle
StPaul, MN
Revdex.com
*** ** *** *** ***
*** ** XXXXX
RE: Revdex.com Complaint Case# XXXXXXXX
To Whom It May Concern,
The following is in response to *** ***'s updated commentsPlease refer to Warners' Stellian's previous response dated September 8,
We apologize for the issues that Ms*** is experiencing with her washerWe 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 boardIf Ms*** 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 needsIf Ms*** does not want this unit we can take it back however, there *** be a 35% buy-back fee as the washer has been in her home for monthsWe 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-XXXXWe look forward to soon resolving this case
Sincerely,
Warners' Stellian Customer Service Supervisor
CC: *** ***
I am rejecting this response because: I was contacted by the manager but the matter had not been resolvedHe asked me to send him documents which I have done
July 11, Warners’ Stellian Company Inc*** *** *** StPaul, MN Revdex.com SRiver Ridge Circle Burnsville, MN RE: Revdex.com Complaint Case# *** 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 missionWhen we fall short of our customer’s expectations, we work quickly to remedy any outstanding issuesUnfortunately, customer Mr& Mrs*** has experienced multiple issues related to her washerAfter receiving notification that the washing machine continued to have service issues we submitted this to the Manufacturer to be reviewed for replacementThe Manufacturer approved a replacement of the washing machine however this model was a special order item so we then had to place an order for itThe estimated date of arrival continued to be pushed back and we were then notified that this washing machine was back orderedWe have since agreed to replace Mr& Mrs***’s washer and dryer to upgraded models at no additional costThe washer was delivered on July 8, We are waiting for the dryer to arrive and we will contact Mr& Mrs*** to schedule delivery as soon as it arrivesThis was an agreement made between Warners’ Stellian and Mr& Mrs***We sincerely apologize for the inconvenienceIf for any reason the customer or the Revdex.com should need additional information or action, please contact us at ###-###-#### Sincerely, Warners’ Stellian Call Center Manager CC: Mr& Mrs***
September 27, Warners’ Stellian Company Inc*** *** *** StPaul, MN Revdex.com SRiver Ridge Circle Burnsville, MN RE: Revdex.com Complaint Case# *** 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 missionWhen we fall short of our customer’s expectations, we work quickly to remedy any outstanding issuesUnfortunately, customer Ms*** has experienced issues related to her refrigeratorOn July 13, we completed a service call on the refrigerator and at that time tested it to be working as designedOn September 21, we were notified by Ms*** that she was having issues with her refrigerator not coolingDue to the issues that Ms*** is having with this refrigerator we want to send a specific technician outDue to the schedule of the technician needed we have since picked up the customers refrigerator to be repaired in our shopBringing Ms***’s refrigerator to our shop will allow us to test it for a longer period of time after the repair is completedDuring this time we have provided a loaner refrigerator to Ms***’s home to be used until service is complete, the loaner was delivered on September 26, As soon as the repair is complete we will contact Ms*** to return her refrigerator to her homeWe sincerely apologize for the inconvenienceIf for any reason the customer or the Revdex.com should need additional information or action, please contact us at ###-###-#### Sincerely, Warners’ Stellian Call Center Manager CC: Ms*** ***
We were aware of the damage to the doorway leading into the kitchen the floor vent and also the damage that occurred to the doorway during the last deliveryThe floor vent was replacedCustomer was compensated for both doorways $a piece for a total of $
To whom it may concern; At Warners’ Stellian, providing the highest level of service for our customers is a top priorityOur teams are trained to ensure we are successful in achieving that missionUnfortunately, our customer Mrs*** has experienced issues with her refrigeratorMrs
*** purchased this refrigerator on July 2, and it is currently over years outside of the manufacturer’s warranty periodService was performed on August 28, in which we replaced two parts and the entire service call was customer payableWarners’ Stellian was later contacted by Mrs*** notifying us of the same issue and we returned on October 20, at no additional chargeThis repair trip did not require any parts to be replaced, after the technician cleared the drain he advised Mrand Mrs*** to watch for any more water and report it to us if the issue returns. The ***’s contacted Warners’ Stellian to report the same issue we are going to replace a faulty part that was previously installed in August Warners’ Stellian’s labor work is guaranteed for daysThis issue was reported outside of the days and our policy is to charge for any additional labor needed. We do agree that the part replaced in August should not have failed already and we are willing to refund the ***’s the labor fee that they have paid for this current service call, we will reach out via telephone to process the refundWe will not reimburse for the repair done in AugustWe currently have an appointment scheduled for Monday November 27, to replace the part that we have ordered. We sincerely apologize for the inconvenienceIf for any reason the customer or the Revdex.com should need additional information or action, please contact us at ###-###-####Sincerely, Erin *** Erin *** Warners’ Stellian Call Center Manag
The following is in response to *** ***’s updated comments. We apologize for the issues that Mr*** has encounteredWarners’ Stellian recognized that there was an issue at the time of delivery and worked to rectify it as soon as possible as it was never our intent to deliver a product with dents on itWe certainly want to make this right by providing a refrigerator with no damage to it however this option does require a second delivery which is currently scheduled for the morning of Saturday October 7, Concealed damage is something that is completely out of our control and we would never intentionally deliver something with unknown damageWe acknowledge that this is very inconvenient for Mr*** and we have done our best to narrow the time frame down on the second deliveryWe 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
Initial Business Response /* (1000, 5, 2015/12/29) */
To Whom It May Concern,
At Warners' Stellian, providing the highest level of service for our customers is a top priorityOur teams are trained to ensure we are successful in achieving that missionWhen we fall short of our customer's
expectations, we work quickly to remedy any outstanding issues
Unfortunately, customer Mr*** has been experiencing an issue related to his refrigeratorAfter receiving this complaint from Mr*** we scheduled a service appointment and our technician determined that the ice maker needed a new augerAfter replacing the auger and finding out that the refrigerator was still making the same noise that was reported originally, we sent another technician to Mr***'s homeDuring that service call our technician found that in fact the auger was not needed and that it was rather in need of an adjustmentWe have since contacted Mr*** and agreed to refund him for the part and laborMr*** seemed pleased with this resolutionWe 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: Mr*** ***
Our Operations Manager is handling the floor claim with the customer and will be stopping out to the home to look at the floor
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
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 missionWhen we fall short of our customer’s expectations, we work quickly to remedy any outstanding
issues.Unfortunately, customer Mr*** has experienced a cosmetic issue related to his refrigeratorDelivery for several products that Mr*** purchased including the refrigerator referenced were scheduled to be delivered on September 29, When our delivery crew arrived and unboxed the product, concealed dents were found on the side of the refrigeratorDue to the refrigerator having damage at the time of delivery we offered Mr*** two different options to get this resolvedWe offered 1)A 10% discount to keep the refrigerator as is 2.) A one for one exchange however we would need to reschedule deliveryMr*** chose the exchange option and we currently have that scheduled for Saturday October 7, to avoid interfering with his work schedule, we did also narrow the time window down to an AM appointment and Mr*** will get a call the day before with a two hour window of when the delivery crew will arriveAlthough we feel terrible that this situation has brought so much frustration, we do feel that we have been fair in resolving this issue and we are unable to compensate for inconvenienceWe have done everything we can on our end to get the second delivery scheduled with as little interruption of Mr***’s schedule as we couldWe sincerely apologize for the frustrationsIf for any reason the customer or the Revdex.com should need additional information or action, please contact us at ###-###-####Sincerely,Warners’ Stellian Call Center ManagerCC: Mr*** ***
Initial Business Response /* (1000, 5, 2015/07/20) */
July 20,
Warners' Stellian Company Inc
***
StPaul, MN
Revdex.com
SRiver Ridge Circle
Burnsville, MN
RE: Revdex.com Complaint Case# ***
To Whom It May Concern,
At Warners'
Stellian, providing the highest level of service for our customers is a top priorityOur teams are trained to ensure we are successful in achieving that missionWhen we fall short of our customer's expectations, we work quickly to remedy any outstanding issues
Unfortunately, customer Mr*** is experiencing an issue related to his refrigerator that was purchased on 08/19/Upon receiving notification of this issue we quickly added Mr*** to our schedule to have his refrigerator diagnosedWe determined that the refrigerator did need a compressor and a drier, we order the parts and scheduled another appointment to install themWhen we were made aware of an issue the second time we got a technician out the same day who determined we need to replace those parts again, in addition to the evaporatorsMr*** is scheduled for Wednesday 7/22/to have this repair completedWe are confident that this will resolve the issue and 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 ***
Sincerely,
Warners' Stellian
Customer Service Supervisor
CC: Mr***
Initial Business Response /* (1000, 5, 2015/07/13) */
July 13,
Warners' Stellian Company Inc
***
StPaul, MN
Revdex.com
SRiver Ridge Circle
Burnsville, MN
RE: Revdex.com Complaint Case# ***
To Whom It May Concern,
At Warners'
Stellian, providing the highest level of service for our customers is a top priorityOur teams are trained to ensure we are successful in achieving that missionWhen we fall short of our customer's expectations, we work quickly to remedy any outstanding issues
Unfortunately, the installation of Mr***'s dishwasher required additional charges beyond what is standardWhen we were made aware of this issue we contacted the installer and found that the customer was charged more as the dishwasher application and facilities were more unique than usualThe installer charged for his extra time and laborWe 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 ***
Sincerely,
Warners' Stellian
Customer Service Supervisor
CC: Mr***
Initial Consumer Rebuttal /* (3000, 7, 2015/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The original installer was not qualifiedThe installation was not difficult as Warner Stellian did the original installation of the dishwasher that was replacedWhat is very disappointing about Warner Stellian is that the manager would not make any attempt to call backThis is very poor cutomer service as they made no attempt to resolve the issueThe private contractor they hired or Warner Stellian never made any suggestion that additional charges would be required by the second installerIn this competitive market I have plenty of other choices for my future needsVery disappointing responseOne needs to be careful when buying the installation services
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, as long as I receive a check within a week Last time, I accepted the response, but the business "forgot" and "thought" they'd contacted accounting to settle this, instead of calling me directly to make arrangements, as the manager's submitted message indicated she would do I feel as though if I don't keep on this company constantly, they will happily forget to follow through Not pleased with this business and will not do business there again
Final Consumer Response /* (2000, 6, 2015/06/18) */
Speaking with Samsung customer department today (6/18/15), we came to know that Samsung has approved exchange of the defective washer with a new one on June 11, The approval/authentication # is ***We have provided this information
and the number to Warner Stellian customer service department over phone today (6/18/15)