Initial Business Response /* (1000, 5, 2015/09/09) */
September 9,
Warners' Stellian Company Inc
Atwater Circle
StPaul, MN
Revdex.com
SRiver Ridge Circle
Burnsville, MN
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 Mrs*** has been experiencing an issue related to her refrigerator and rangeAfter receiving a voicemail we did reach out to her via telephone but had to leave a voicemail on September 1, We received a call back on September 2nd with the information that we needed to proceed with repairAt that time we informed the customer that we were going to order partsOnce we receive the parts we will contact the *** residence to schedule repairWe 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 651-222-
Sincerely,
Warners' Stellian
Customer Service Supervisor
CC: Mrs*** ***
Initial Consumer Rebuttal /* (3000, 7, 2015/09/10) */
Per phone call with Mrs***: "the part for the refrigerator *** not be here supposedly until the end of SeptemberThe part is in and a service date should be scheduled soonI *** be waiting on the part for the refrigerator and we can close the case as 'resolved' once the range is fixed."
Final Business Response /* (4000, 9, 2015/09/18) */
September 18,
Warners' Stellian Company Inc
Atwater Circle
StPaul, MN
Revdex.com
SRiver Ridge Circle
Burnsville, MN
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 9,
We apologize for the delay in receiving the parts for Ms***'s refrigeratorOn September 9th we did notify Ms*** that the parts for her refrigerator are on factory back orderWe were given the estimated arrival date of September 24th and will contact the *** residence to schedule as soon as the parts arriveWe 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 651-222-We look forward to soon resolving this case
Sincerely,
Warners' Stellian Customer Service Supervisor
CC: *** ***
Initial Business Response /* (1000, 5, 2016/02/22) */
February 22,
Warners' Stellian Company Inc
Atwater Circle
StPaul, MN
Revdex.com
SRiver Ridge Circle
Burnsville, MN
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 Mr*** has been experiencing an issue related to his washerAfter receiving this complaint from Mr*** we scheduled a service appointment and our technician replaced the washers packing pump, that repair was completed on July 27, On February 19, we received a call from Mr*** stating that his washer was not working and that we installed the pump incorrectlyWe agreed to send a technician out at no charge to determine what was done wrong, that appointment is currently scheduled for March 3, 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
Call Center Manager
CC: Mr*** ***
Initial Consumer Rebuttal /* (3000, 7, 2016/03/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
although a service tech came out to inspect my washer, the proper repairs have not been made or authorizedI am still awaiting their response
Final Business Response /* (4000, 9, 2016/03/04) */
March 4,
Warners' Stellian Company Inc
Atwater Circle
StPaul, MN
Revdex.com
SRiver Ridge Circle
Burnsville, MN
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 February 22,
We apologize for the delay in repairing Mr***'s washerOn March 1, we had a technician out to Mr***'s home and found that we would need to order a wire harnessWe promptly ordered the part and also submitted this case to be reviewed for replacement by the manufacturerOn March 3, we were advised that this washer was approved for replacementWe have since left two voicemails for Mr*** to notify him that there is a store credit in our system for him to select a new washerWe 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 Call Center Manager
CC: *** ***
I am rejecting this
response because:
The damages the business describes are only the first of multiple damagesWe have had multiple conversations about this with them and they are well aware of the additional damagesWe agreed to the amount they paid us for these initial damages, although it doesn't come close to actually covering the cost to repair the damageAt the time, we decided we didn't have the time or energy to fight their proposed damage reimbursement because it took months to resolve as it wasThe information about these initial issues were included for additional contextThe complaint we submitted is related to the additional damages, delivery of a product with a known defect, and damages to the product itself that was inflicted by the repairman sent to fix the issueThe repairman failed to protect the wood floor and made huge dents/scratches such that can not be repaired without full replacementAdditionally, the repairman badly dented and scratched the refrigerator itself when he moved it out to repair itThis all happened in front of us while our family was having breakfast, and he made no acknowledgement of itHe also made a huge mess and left greasy residue all over the unit and a dish he borrowed for us because he was unprepared to actually do the repairWe are left with a badly damaged "new" refrigerator that is less than satisfactory in its performance along with major damages to our floorAll three times the business had been in our house, they have caused significant damageFor this reason, we do not want them back in our house to exchange the product for one that isn't damagedIt is simply too costly, and they aren't accountable for the damages they causeThe cost to us in time alone we have spent trying to get them to resolve issues is enough to buy multiple new units, and we do not want to continue to go back and forth with them for the months and months to comeThe lack of professionalism and customer service from this company is astounding, and we do not wish to risk any further damages and issues
August 8, 2016Warners’ Stellian Company Inc.*** *** ***StPaul, MN 55103Revdex.comSRiver Ridge CircleBurnsville, MN 55337RE: Revdex.com Complaint Case# ***1548922To 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.We delivered a dishwasher to Mr*** on May 19, with a one year Manufacturer’s warranty for any service issues that may ariseAfter being notified that the parts were not locally available our Supervisor worked with the Manufacturer to expedite the necessary parts to repair the dishwasherOnce the parts were received and installed we were notified that the dishwasher was still not in working order and our Supervisor then submitted this file to the Manufacturer to be reviewed for replacementThe Manufacturer denied a replacement and notified us that the repair would have to be continuedThe necessary parts were ordered in the mean-timeWe contacted the servicer on August 8, and they notified us that the technician was out today, replaced the parts and tested the dishwasher to be working per the Manufacturer specificationsIf the dishwasher has another failure we can submit this again for replacement review however, the Manufacturer provides a one year service warranty and usually does require us to perform service when there is a product failureWe 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 ManagerCC: MrChris ***
I did comply with the service technician response in providing videoI have attached it once again.Your technician Bill said that seeing it in a video would not be sufficient. INterestingly enough, I have been posting my experience with Warner Stellian, each day via Facebook and find that not one person can share a positive experience about your company.I am happy to provide those comments, as they continue to be both abundant and widespread on Facebook. It’s interering that a machine purchased in April would have this many issues in only August of the same year.We will have to agree to disagree on the fact that we made the first call to you in May.I found it odd for your technician to say that a video would not be sufficient but he couldn’t even stay for an entire loadHe was also defensive, combative, rude and condescending, so that was much aporeciated(insert sarcasm)!In response to having me run a load prior to his arrival...he didn’t phone me but rather my husband even after providing my contact details.Until Warner Stellian makes this right, I will continue us to post my displeasure across Facebook daily.And if and when this machine floods my entire floor, I will retain a lawyer and file a lawsuit.REPLACE MY MACHINE!Regards*** ***###-###-####
February 3, 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 an issue related to her refrigeratorWe scheduled a service appointment for Wednesday February 1, and determined that the refrigerator would need a new electric control and thermistor to be repairedUnder the manufacturer’s warranty we could fix the refrigerator at no cost to Ms*** however it was decided that she did not want to keep this refrigeratorWe do offer an extended warranty plan that offers food loss reimbursement in situations such as this but that was declined by Ms*** at the time of saleDue to the refrigerator being purchased at a discounted price we offered an in store credit for the full amount paidIn addition to providing a full store credit we also brought Ms*** a loaner refrigerator to be used during this time, at no cost to herMs*** has since used the store credit and purchased a new refrigerator which is scheduled to be delivered on February 6, If 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*** ***
I am rejecting this response because:
We paid $2,for a brand new washer and dryer, not something defected from day oneWe spoke directly to the Samsung manufacturer and no they don't require Warner to fix it or repair it, it's up to Warner if they would like to return or exchange the washer and dryerThis is getting very frustrating, why should we have to settle for a defective appliances when we purchased brand new? As previously stated we had Warner out on four different times from the beginningWe do not want to settle for a repaired dryer and a washer that shakes excessively and makes all kinds of knocking noises and squeakingEach time Warner comes out they say OK it should be good now and it's still notAgain, we do not want a repaired dryer and washer, we've said this and we keep going in circles with Warner. Warner does have a choice to do the right thing, but they continue to be difficult and drag this out since July which it is now the end of SeptemberSo if they want to continue to be difficult we can continue to request what's rightBasically, we shouldn't be stuck with something defective because Warner won't stand behind their products that they rep and claim they can't sell it to another customer because it's defective which is my point exactly, why do we want it the defective appliances that have to be repaired and we paid for brand new! *** and *** ***
Initial Business Response /* (1000, 5, 2015/08/17) */
August 17,
Warners' Stellian Company Inc
Atwater Circle
StPaul, MN
Revdex.com
SRiver Ridge Circle
Burnsville, MN
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 machineSince receiving notification of the washing machine leaving marks on clothing, we diagnosed the washer and determined that it needed a new spin basketRegretfully, we had to re-order the spin basket several times as it continued to arrive damagedDue to the length of time that it took to receive the part in good condition, Warners' Stellian offered $in-store credit along with a full refund on the extended warrantyThis refund does not affect the duration of the warranty coverage on this washerMs*** did accept both offers and they were processed immediately on our endWe understand that the washing machine repair was completed on Saturday 8/15/and was left in working orderWe 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: Ms*** ***
Initial Consumer Rebuttal /* (3000, 7, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
-WS only stated "the length of time..." It was over one month
-Neither my husband nor I accepted the $"in store" credrequested a $check which in no way begins to cover the month+ laundry mat expenses, which WS chose not to address
-Nor did WS address how much time both my husband & I had to spend waiting "on hold" DAILY in attempts to solve this matter
-We want WS personal letter stating the $warranty refund in no way affects any part or duration of warranty, with dates included in letter
-Service tech did not bring correct tool to install part - delaying repair againReally?
-WS has serious communication problems! How can they have a positive Revdex.com rating as evidenced by this case? We are beyond frustrated
Initial Business Response /* (1000, 5, 2015/04/22) */
April 22,
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 refrigeratorUpon receiving notification of this issue from the customer on December 26th, 2014, we promptly scheduled an appointment to diagnose the refrigeratorThe ice maker in the refrigerator failed again and more parts were neededAfter reviewing the service history on this refrigerator, Warners' Stellian agrees that this refrigerator should be replacedWe have submitted all service history to the manufacturer and we are currently working on behalf of Mr*** to get this refrigerator replacedThis process can usually take a few business days although we are working to expedite that processWe will be in touch with Mr*** as soon as we receive the authorization to exchange the refrigerator
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***
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 Ms*** has experienced several issues with her
refrigerator
Ms*** purchased this refrigerator on August 17, Warners’ Stellian set up service on
two separate occasions in and the third service call is currently ongoing
with an outside servicerWarners’ Stellian agrees that service seems to be
excessive on this refrigerator and we have reached out to the manufacturer on
behalf of Ms*** several timesEach time the replacement review was denied
As of October 20, we were notified that the service technician that was at
Ms***’s home determined the refrigerator now needs a compressor replacement
We notified Ms*** that we would resubmit
this to the manufacturer for replacement reviewAs of today October 23,
we have been in contact with Ms***, the manufacturer and we had the manufacturer
representative contact Ms*** as we are working towards a resolution for
her
We would like to get this taken care of as soon as possible
for Ms***. We are working closely
with the manufacturer and hope to have a resolution by days end todayWe
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 Manager
Initial Business Response /* (1000, 5, 2015/08/18) */
August 18,
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*** has been experiencing an issue related to his rangeWe were contacted by Mr*** with the complaint that the control panel on his range went darkAfter receiving this complaint we ordered the control and keypad in advance so we would have the parts with us, in attempt to complete the repair in one tripOnce we were out to Mr***'s home, our technician determined that the main board was needed rather than the parts we had initially orderedWe immediately placed an order for the main board and we are currently waiting on the arrival of that partAs soon as we receive the part we will contact the *** residence to schedule the completion of this repairWe 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, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After Warners-Stellion received my initial call(weeks ago) It would seem to me a repair person should have been sent out to our house to diagnose the situation and determine which part(s) need replacement, rather than relying on me a non-technical home owner describing the problem to a non repair personThis resulted in the wrong part being orderedI was contacted this Monday 8/and told that a different part is now on order and they expect to receive the part next Monday 8/Following receiving the part they indicated they will contact me to schedule another service callNext Monday will be the beginning of week number fourThis has been a very disappointing experience to say the least
April 4, 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 mission. When we fall short of our customer’s expectations, we work quickly to remedy any outstanding issuesUnfortunately, customer Ms*** has experienced an issue related to her refrigeratorAfter receiving this complaint from Ms*** we informed her that the refrigerator is currently out of warrantyThe owner’s manual for this refrigerator does state that the warranty coverage is for “one year from your original date of purchase”After looking into our service records we do have documentation that we did get the handle replaced under warranty in May, Unfortunately at this time we are unable to get service covered by warranty as it has expiredWe 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*** ***
Initial Business Response /* (1000, 5, 2015/09/25) */
September 25,
Warners' Stellian Company Inc
Atwater Circle
StPaul, MN
Revdex.com
SRiver Ridge Circle
Burnsville, MN
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 Mrs*** has been experiencing an issue related to her refrigeratorUnder the manufacturer's warranty we are required to perform service to repair the refrigeratorAfter several failed attempts to repair Mrs*** refrigerator, we did submit this case to be reviewed for replacement by the ManufacturerThis refrigerator was approved for replacement on September 23rdOnce we received the approval, we contacted Mrs*** to notify her and she accepted an exchange for the same refrigeratorWe are currently scheduled to deliver the new refrigerator on October 3rd, at Mrs***'s requestWe 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 651-222-
Sincerely,
Warners' Stellian
Customer Service Supervisor
CC: Mrs*** ***
Initial Business Response /* (1000, 5, 2016/01/11) */
Customer purchased Electrolux washer and dryer from Warners Stellians Appliance and we delivered and installed both units on 8/4/On 9/4/the customer had called our Woodbury store location to file a claimI inspected the home on 9/4/
Customer showed me how the leak occurred, it was a faulty (Y) connector that is provided from Electrolux (Manufacturer) to install the steam function for the dryerAfter inspecting the home I told Mr*** we would turn this claim into our insurance carrier to inspect the damage and the faulty partWhen our insurance adjuster arrived on 9/11/to inspect the home the part had already been taken by the customers insurance carrierThe customer did pay for stainless water supply lines, they were installed but the (Y) connecter that comes with the product is plastic and it failedTo this point we have not seen a subrogation claim, but it is possible that Mr.***'s insurance carrier made a claim with Electrolux since this was a faulty part and not an install issue
Initial Consumer Rebuttal /* (3000, 7, 2016/01/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company's reply is non-responsiveThe company's team installed a plastic "Y" connector and a rubber hose even though I requested and paid extra for stainless partsThe plastic "Y" connector failed, and my home was damagedThe part was in my possession when the company's adjuster was in my home, but the adjuster advised that the company's insurance would not cover the entirety of our lossesI tried to follow up with the company to determine if this was true, but my calls were not taken and my messages were not returnedThe damage to my home is a direct result of the company's error, and I want the company to reimburse me for my deductible
Final Business Response /* (4000, 9, 2016/01/21) */
Consumer paid for stainless water supply lines that we installedThe plastic (Y) connector comes from the manufacturer and that's what failedAdjuster claims the part was not at the home when he arrived he was told it was turned over to consumers insurance company
March 30, 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 mission. When we fall short of our customer’s expectations, we work quickly to remedy any outstanding issuesUnfortunately, customer Mr*** is experiencing an issue with his refrigerator. After receiving this complaint from Mr***, based on the issue that he is experiencing with his refrigerator we provided an estimate for repairWe looked into the sales record and found that a year major component part warranty was given as goodwill at the time of sale, this would cover the compressor part cost if neededThis information is documented on the customer’s sales invoice, (attached)At this time Mr***’s refrigerator is out of warrantyIf Mr*** would like to continue with service, we ask that he contact our service lineWe 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*** ***
I am rejecting this response because:
During the first diagnosis visit, Warners' Stellian's technician, Greg, told me verbally that he had read out the compressor's coils and they read goodPresumably, this was to reassure me that the one part still covered by the service contract, was not at faultThere is no way either of us can prove what was said, so the point is mootI understand that other parts of the refrigerator could failI accepted his diagnosis, and we moved forward with the recommended repairIt was only after the repair made no difference in the condition of the appliance that I had any reason to question that decisionAccording to HomeAdvisor (http://www.homeadvisor.com/cost/kitchens/repair-an-appliance/), the cost for repair of a refrigerator averages between $and $400, and compressor repairs can cost between $and $Another source, SFGate 'Home Guides' says "Fixing a refrigerator compressor might cost anywhere from $to $dollars." I don't feel that $is a reasonable amount to charge to repair the compressor, which was covered by our service contractThe 'Service Contract Agreement' document we received when we purchased the appliances and service contracts, makes no mention of any "5th -10th year ‘Comprehensive Major Component Coverage’"Service Contract Number Mn***contains the following:Product: Compressor McTerm: 120Service and Coverage:"This Service Contract covers the cost of repairing or replacing a mechanical or electrical failure of the Covered Product caused by defects in workmanship or materials or by wear and tear."We do not agree that the terms of the service contract are being met.Your "Warners' Stellian Product Performance Guarantee" (attached) says of service contracts: "100% CREDIT BACK IF NOT USED DURING YEARS..." Of what we paid for (Clipped by Revdex.comSee attached document for full text of our response.)
September 23, 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 washer and dryerUnder the manufacturer’s warranty contract we are required to perform serviceAfter receiving this complaint from Mr*** we sent a technician out who determined the washer is running per the manufacturer’s specificationsThe dryer is in need of a motor assemblyCustomer Mr*** has stated that he does not want to continue with repair and wants to replace the washer and dryerWe are willing to reduce the buy-back fee to 10% of the purchase price on both the washer and dryerWe will also waive the delivery fee if Mr*** chooses to move forward with this offerWe cannot replace the appliances at no charge as they are now used products that do have a service warranty on themPlease let us know how Mr***’s decision as we would like to resolve this issueWe 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*** ***
I am rejecting this response because: I was told to get the refrigerator I bought, I had pay an additional $200.+ because the delivery people employed by Warner Stellian damaged the one I originally purchased. I wasn't offered a complete refund, I was given an in store refundNo where in my paper work does it say I must accept an in store creditPlease make sure they show where that language is so I can see itIf Warner Stellian truly valued their customers and were a "High Level business" they would see that they made a mistake here and make the customer whole, its the right thing to do!!!I will say that the guys that delivered the 2nd refrigerator, took the doors off before bringing it in the house something the first guys didn't doBut I had to pay 200+ for them to learn that lesson
We strive to ensure we have the most accurate information as possible in our print and in-store point of purchase material. If there is an error of any kind we try to bring it to the attention of the customer as soon possibleI apologize for any inconvenience this may have
caused you and appreciate your feedback. Thank youDuane
Initial Business Response /* (1000, 5, 2015/09/09) */
September 9,
Warners' Stellian Company Inc
Atwater Circle
StPaul, MN
Revdex.com
SRiver Ridge Circle
Burnsville, MN
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 Mrs*** has been experiencing an issue related to her refrigerator and rangeAfter receiving a voicemail we did reach out to her via telephone but had to leave a voicemail on September 1, We received a call back on September 2nd with the information that we needed to proceed with repairAt that time we informed the customer that we were going to order partsOnce we receive the parts we will contact the *** residence to schedule repairWe 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 651-222-
Sincerely,
Warners' Stellian
Customer Service Supervisor
CC: Mrs*** ***
Initial Consumer Rebuttal /* (3000, 7, 2015/09/10) */
Per phone call with Mrs***: "the part for the refrigerator *** not be here supposedly until the end of SeptemberThe part is in and a service date should be scheduled soonI *** be waiting on the part for the refrigerator and we can close the case as 'resolved' once the range is fixed."
Final Business Response /* (4000, 9, 2015/09/18) */
September 18,
Warners' Stellian Company Inc
Atwater Circle
StPaul, MN
Revdex.com
SRiver Ridge Circle
Burnsville, MN
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 9,
We apologize for the delay in receiving the parts for Ms***'s refrigeratorOn September 9th we did notify Ms*** that the parts for her refrigerator are on factory back orderWe were given the estimated arrival date of September 24th and will contact the *** residence to schedule as soon as the parts arriveWe 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 651-222-We look forward to soon resolving this case
Sincerely,
Warners' Stellian Customer Service Supervisor
CC: *** ***
Initial Business Response /* (1000, 5, 2016/02/22) */
February 22,
Warners' Stellian Company Inc
Atwater Circle
StPaul, MN
Revdex.com
SRiver Ridge Circle
Burnsville, MN
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 Mr*** has been experiencing an issue related to his washerAfter receiving this complaint from Mr*** we scheduled a service appointment and our technician replaced the washers packing pump, that repair was completed on July 27, On February 19, we received a call from Mr*** stating that his washer was not working and that we installed the pump incorrectlyWe agreed to send a technician out at no charge to determine what was done wrong, that appointment is currently scheduled for March 3, 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
Call Center Manager
CC: Mr*** ***
Initial Consumer Rebuttal /* (3000, 7, 2016/03/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
although a service tech came out to inspect my washer, the proper repairs have not been made or authorizedI am still awaiting their response
Final Business Response /* (4000, 9, 2016/03/04) */
March 4,
Warners' Stellian Company Inc
Atwater Circle
StPaul, MN
Revdex.com
SRiver Ridge Circle
Burnsville, MN
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 February 22,
We apologize for the delay in repairing Mr***'s washerOn March 1, we had a technician out to Mr***'s home and found that we would need to order a wire harnessWe promptly ordered the part and also submitted this case to be reviewed for replacement by the manufacturerOn March 3, we were advised that this washer was approved for replacementWe have since left two voicemails for Mr*** to notify him that there is a store credit in our system for him to select a new washerWe 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 Call Center Manager
CC: *** ***
I am rejecting this
response because:
The damages the business describes are only the first of multiple damagesWe have had multiple conversations about this with them and they are well aware of the additional damagesWe agreed to the amount they paid us for these initial damages, although it doesn't come close to actually covering the cost to repair the damageAt the time, we decided we didn't have the time or energy to fight their proposed damage reimbursement because it took months to resolve as it wasThe information about these initial issues were included for additional contextThe complaint we submitted is related to the additional damages, delivery of a product with a known defect, and damages to the product itself that was inflicted by the repairman sent to fix the issueThe repairman failed to protect the wood floor and made huge dents/scratches such that can not be repaired without full replacementAdditionally, the repairman badly dented and scratched the refrigerator itself when he moved it out to repair itThis all happened in front of us while our family was having breakfast, and he made no acknowledgement of itHe also made a huge mess and left greasy residue all over the unit and a dish he borrowed for us because he was unprepared to actually do the repairWe are left with a badly damaged "new" refrigerator that is less than satisfactory in its performance along with major damages to our floorAll three times the business had been in our house, they have caused significant damageFor this reason, we do not want them back in our house to exchange the product for one that isn't damagedIt is simply too costly, and they aren't accountable for the damages they causeThe cost to us in time alone we have spent trying to get them to resolve issues is enough to buy multiple new units, and we do not want to continue to go back and forth with them for the months and months to comeThe lack of professionalism and customer service from this company is astounding, and we do not wish to risk any further damages and issues
August 8, 2016Warners’ Stellian Company Inc.*** *** ***StPaul, MN 55103Revdex.comSRiver Ridge CircleBurnsville, MN 55337RE: Revdex.com Complaint Case# ***1548922To 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.We delivered a dishwasher to Mr*** on May 19, with a one year Manufacturer’s warranty for any service issues that may ariseAfter being notified that the parts were not locally available our Supervisor worked with the Manufacturer to expedite the necessary parts to repair the dishwasherOnce the parts were received and installed we were notified that the dishwasher was still not in working order and our Supervisor then submitted this file to the Manufacturer to be reviewed for replacementThe Manufacturer denied a replacement and notified us that the repair would have to be continuedThe necessary parts were ordered in the mean-timeWe contacted the servicer on August 8, and they notified us that the technician was out today, replaced the parts and tested the dishwasher to be working per the Manufacturer specificationsIf the dishwasher has another failure we can submit this again for replacement review however, the Manufacturer provides a one year service warranty and usually does require us to perform service when there is a product failureWe 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 ManagerCC: MrChris ***
I did comply with the service technician response in providing videoI have attached it once again.Your technician Bill said that seeing it in a video would not be sufficient. INterestingly enough, I have been posting my experience with Warner Stellian, each day via Facebook and find that not one person can share a positive experience about your company.I am happy to provide those comments, as they continue to be both abundant and widespread on Facebook. It’s interering that a machine purchased in April would have this many issues in only August of the same year.We will have to agree to disagree on the fact that we made the first call to you in May.I found it odd for your technician to say that a video would not be sufficient but he couldn’t even stay for an entire loadHe was also defensive, combative, rude and condescending, so that was much aporeciated(insert sarcasm)!In response to having me run a load prior to his arrival...he didn’t phone me but rather my husband even after providing my contact details.Until Warner Stellian makes this right, I will continue us to post my displeasure across Facebook daily.And if and when this machine floods my entire floor, I will retain a lawyer and file a lawsuit.REPLACE MY MACHINE!Regards*** ***###-###-####
February 3, 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 an issue related to her refrigeratorWe scheduled a service appointment for Wednesday February 1, and determined that the refrigerator would need a new electric control and thermistor to be repairedUnder the manufacturer’s warranty we could fix the refrigerator at no cost to Ms*** however it was decided that she did not want to keep this refrigeratorWe do offer an extended warranty plan that offers food loss reimbursement in situations such as this but that was declined by Ms*** at the time of saleDue to the refrigerator being purchased at a discounted price we offered an in store credit for the full amount paidIn addition to providing a full store credit we also brought Ms*** a loaner refrigerator to be used during this time, at no cost to herMs*** has since used the store credit and purchased a new refrigerator which is scheduled to be delivered on February 6, If 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*** ***
I am rejecting this response because:
We paid $2,for a brand new washer and dryer, not something defected from day oneWe spoke directly to the Samsung manufacturer and no they don't require Warner to fix it or repair it, it's up to Warner if they would like to return or exchange the washer and dryerThis is getting very frustrating, why should we have to settle for a defective appliances when we purchased brand new? As previously stated we had Warner out on four different times from the beginningWe do not want to settle for a repaired dryer and a washer that shakes excessively and makes all kinds of knocking noises and squeakingEach time Warner comes out they say OK it should be good now and it's still notAgain, we do not want a repaired dryer and washer, we've said this and we keep going in circles with Warner. Warner does have a choice to do the right thing, but they continue to be difficult and drag this out since July which it is now the end of SeptemberSo if they want to continue to be difficult we can continue to request what's rightBasically, we shouldn't be stuck with something defective because Warner won't stand behind their products that they rep and claim they can't sell it to another customer because it's defective which is my point exactly, why do we want it the defective appliances that have to be repaired and we paid for brand new! *** and *** ***
Initial Business Response /* (1000, 5, 2015/08/17) */
August 17,
Warners' Stellian Company Inc
Atwater Circle
StPaul, MN
Revdex.com
SRiver Ridge Circle
Burnsville, MN
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 machineSince receiving notification of the washing machine leaving marks on clothing, we diagnosed the washer and determined that it needed a new spin basketRegretfully, we had to re-order the spin basket several times as it continued to arrive damagedDue to the length of time that it took to receive the part in good condition, Warners' Stellian offered $in-store credit along with a full refund on the extended warrantyThis refund does not affect the duration of the warranty coverage on this washerMs*** did accept both offers and they were processed immediately on our endWe understand that the washing machine repair was completed on Saturday 8/15/and was left in working orderWe 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: Ms*** ***
Initial Consumer Rebuttal /* (3000, 7, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
-WS only stated "the length of time..." It was over one month
-Neither my husband nor I accepted the $"in store" credrequested a $check which in no way begins to cover the month+ laundry mat expenses, which WS chose not to address
-Nor did WS address how much time both my husband & I had to spend waiting "on hold" DAILY in attempts to solve this matter
-We want WS personal letter stating the $warranty refund in no way affects any part or duration of warranty, with dates included in letter
-Service tech did not bring correct tool to install part - delaying repair againReally?
-WS has serious communication problems! How can they have a positive Revdex.com rating as evidenced by this case? We are beyond frustrated
Initial Business Response /* (1000, 5, 2015/04/22) */
April 22,
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 refrigeratorUpon receiving notification of this issue from the customer on December 26th, 2014, we promptly scheduled an appointment to diagnose the refrigeratorThe ice maker in the refrigerator failed again and more parts were neededAfter reviewing the service history on this refrigerator, Warners' Stellian agrees that this refrigerator should be replacedWe have submitted all service history to the manufacturer and we are currently working on behalf of Mr*** to get this refrigerator replacedThis process can usually take a few business days although we are working to expedite that processWe will be in touch with Mr*** as soon as we receive the authorization to exchange the refrigerator
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***
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 Ms*** has experienced several issues with her
refrigerator
Ms*** purchased this refrigerator on August 17, Warners’ Stellian set up service on
two separate occasions in and the third service call is currently ongoing
with an outside servicerWarners’ Stellian agrees that service seems to be
excessive on this refrigerator and we have reached out to the manufacturer on
behalf of Ms*** several timesEach time the replacement review was denied
As of October 20, we were notified that the service technician that was at
Ms***’s home determined the refrigerator now needs a compressor replacement
We notified Ms*** that we would resubmit
this to the manufacturer for replacement reviewAs of today October 23,
we have been in contact with Ms***, the manufacturer and we had the manufacturer
representative contact Ms*** as we are working towards a resolution for
her
We would like to get this taken care of as soon as possible
for Ms***. We are working closely
with the manufacturer and hope to have a resolution by days end todayWe
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 Manager
Initial Business Response /* (1000, 5, 2015/08/18) */
August 18,
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*** has been experiencing an issue related to his rangeWe were contacted by Mr*** with the complaint that the control panel on his range went darkAfter receiving this complaint we ordered the control and keypad in advance so we would have the parts with us, in attempt to complete the repair in one tripOnce we were out to Mr***'s home, our technician determined that the main board was needed rather than the parts we had initially orderedWe immediately placed an order for the main board and we are currently waiting on the arrival of that partAs soon as we receive the part we will contact the *** residence to schedule the completion of this repairWe 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, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After Warners-Stellion received my initial call(weeks ago) It would seem to me a repair person should have been sent out to our house to diagnose the situation and determine which part(s) need replacement, rather than relying on me a non-technical home owner describing the problem to a non repair personThis resulted in the wrong part being orderedI was contacted this Monday 8/and told that a different part is now on order and they expect to receive the part next Monday 8/Following receiving the part they indicated they will contact me to schedule another service callNext Monday will be the beginning of week number fourThis has been a very disappointing experience to say the least
April 4, 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 mission. When we fall short of our customer’s expectations, we work quickly to remedy any outstanding issuesUnfortunately, customer Ms*** has experienced an issue related to her refrigeratorAfter receiving this complaint from Ms*** we informed her that the refrigerator is currently out of warrantyThe owner’s manual for this refrigerator does state that the warranty coverage is for “one year from your original date of purchase”After looking into our service records we do have documentation that we did get the handle replaced under warranty in May, Unfortunately at this time we are unable to get service covered by warranty as it has expiredWe 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*** ***
Initial Business Response /* (1000, 5, 2015/09/25) */
September 25,
Warners' Stellian Company Inc
Atwater Circle
StPaul, MN
Revdex.com
SRiver Ridge Circle
Burnsville, MN
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 Mrs*** has been experiencing an issue related to her refrigeratorUnder the manufacturer's warranty we are required to perform service to repair the refrigeratorAfter several failed attempts to repair Mrs*** refrigerator, we did submit this case to be reviewed for replacement by the ManufacturerThis refrigerator was approved for replacement on September 23rdOnce we received the approval, we contacted Mrs*** to notify her and she accepted an exchange for the same refrigeratorWe are currently scheduled to deliver the new refrigerator on October 3rd, at Mrs***'s requestWe 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 651-222-
Sincerely,
Warners' Stellian
Customer Service Supervisor
CC: Mrs*** ***
Initial Business Response /* (1000, 5, 2016/01/11) */
Customer purchased Electrolux washer and dryer from Warners Stellians Appliance and we delivered and installed both units on 8/4/On 9/4/the customer had called our Woodbury store location to file a claimI inspected the home on 9/4/
Customer showed me how the leak occurred, it was a faulty (Y) connector that is provided from Electrolux (Manufacturer) to install the steam function for the dryerAfter inspecting the home I told Mr*** we would turn this claim into our insurance carrier to inspect the damage and the faulty partWhen our insurance adjuster arrived on 9/11/to inspect the home the part had already been taken by the customers insurance carrierThe customer did pay for stainless water supply lines, they were installed but the (Y) connecter that comes with the product is plastic and it failedTo this point we have not seen a subrogation claim, but it is possible that Mr.***'s insurance carrier made a claim with Electrolux since this was a faulty part and not an install issue
Initial Consumer Rebuttal /* (3000, 7, 2016/01/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company's reply is non-responsiveThe company's team installed a plastic "Y" connector and a rubber hose even though I requested and paid extra for stainless partsThe plastic "Y" connector failed, and my home was damagedThe part was in my possession when the company's adjuster was in my home, but the adjuster advised that the company's insurance would not cover the entirety of our lossesI tried to follow up with the company to determine if this was true, but my calls were not taken and my messages were not returnedThe damage to my home is a direct result of the company's error, and I want the company to reimburse me for my deductible
Final Business Response /* (4000, 9, 2016/01/21) */
Consumer paid for stainless water supply lines that we installedThe plastic (Y) connector comes from the manufacturer and that's what failedAdjuster claims the part was not at the home when he arrived he was told it was turned over to consumers insurance company
March 30, 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 mission. When we fall short of our customer’s expectations, we work quickly to remedy any outstanding issuesUnfortunately, customer Mr*** is experiencing an issue with his refrigerator. After receiving this complaint from Mr***, based on the issue that he is experiencing with his refrigerator we provided an estimate for repairWe looked into the sales record and found that a year major component part warranty was given as goodwill at the time of sale, this would cover the compressor part cost if neededThis information is documented on the customer’s sales invoice, (attached)At this time Mr***’s refrigerator is out of warrantyIf Mr*** would like to continue with service, we ask that he contact our service lineWe 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*** ***
I am rejecting this response because: Issue not resolved
I am rejecting this response because:
During the first diagnosis visit, Warners' Stellian's technician, Greg, told me verbally that he had read out the compressor's coils and they read goodPresumably, this was to reassure me that the one part still covered by the service contract, was not at faultThere is no way either of us can prove what was said, so the point is mootI understand that other parts of the refrigerator could failI accepted his diagnosis, and we moved forward with the recommended repairIt was only after the repair made no difference in the condition of the appliance that I had any reason to question that decisionAccording to HomeAdvisor (http://www.homeadvisor.com/cost/kitchens/repair-an-appliance/), the cost for repair of a refrigerator averages between $and $400, and compressor repairs can cost between $and $Another source, SFGate 'Home Guides' says "Fixing a refrigerator compressor might cost anywhere from $to $dollars." I don't feel that $is a reasonable amount to charge to repair the compressor, which was covered by our service contractThe 'Service Contract Agreement' document we received when we purchased the appliances and service contracts, makes no mention of any "5th -10th year ‘Comprehensive Major Component Coverage’"Service Contract Number Mn***contains the following:Product: Compressor McTerm: 120Service and Coverage:"This Service Contract covers the cost of repairing or replacing a mechanical or electrical failure of the Covered Product caused by defects in workmanship or materials or by wear and tear."We do not agree that the terms of the service contract are being met.Your "Warners' Stellian Product Performance Guarantee" (attached) says of service contracts: "100% CREDIT BACK IF NOT USED DURING YEARS..." Of what we paid for (Clipped by Revdex.comSee attached document for full text of our response.)
September 23, 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 washer and dryerUnder the manufacturer’s warranty contract we are required to perform serviceAfter receiving this complaint from Mr*** we sent a technician out who determined the washer is running per the manufacturer’s specificationsThe dryer is in need of a motor assemblyCustomer Mr*** has stated that he does not want to continue with repair and wants to replace the washer and dryerWe are willing to reduce the buy-back fee to 10% of the purchase price on both the washer and dryerWe will also waive the delivery fee if Mr*** chooses to move forward with this offerWe cannot replace the appliances at no charge as they are now used products that do have a service warranty on themPlease let us know how Mr***’s decision as we would like to resolve this issueWe 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*** ***
I am rejecting this response because: I was told to get the refrigerator I bought, I had pay an additional $200.+ because the delivery people employed by Warner Stellian damaged the one I originally purchased. I wasn't offered a complete refund, I was given an in store refundNo where in my paper work does it say I must accept an in store creditPlease make sure they show where that language is so I can see itIf Warner Stellian truly valued their customers and were a "High Level business" they would see that they made a mistake here and make the customer whole, its the right thing to do!!!I will say that the guys that delivered the 2nd refrigerator, took the doors off before bringing it in the house something the first guys didn't doBut I had to pay 200+ for them to learn that lesson
We strive to ensure we have the most accurate information as possible in our print and in-store point of purchase material. If there is an error of any kind we try to bring it to the attention of the customer as soon possibleI apologize for any inconvenience this may have
caused you and appreciate your feedback. Thank youDuane