[redacted] called my office and spoke with Angie briefing her regarding her complaint. Angie then put her on hold to transfer the call to me. Upon putting her on hold Angie pressed an incorrect key and disconnected the call. I then made two attempts to call her back on the telephone number she called...
from. It went straight to voicemail both times. Assuming she was attempting to call back I waited a moment. She did not call again. I then attempted to call the Laundry Room to find out if she was still there and to speak with the attendant regarding the situation. The phone was busy. Shortly after I hung up the attendant called me back.
The attendant, who has been with our company long-term and is familiar with our policies and different situations that arise with the equipment, explained to me the situation with [redacted] complaining of one out of the three washers she used malfunctioning. The attendant then informed me that there was an excessive amount of soap suds in the washer that could be seen without opening the door. This is a typical error caused by too much soap, which is what she and I both agreed was most likely the cause. There were no issues with the machine prior to her using it and have not been any malfunctions or issues since; therefore it was not the fault of the machine. I would also like to add that there are numerous signs displayed on and around the washers informing them that the washers will not properly spin out if there is too much soap and that a refund will not be given if it is found that too much soap was added.
Due to the machine working properly both before and after her complaint, and because there is no way of knowing that she used the exact same amount of soap in all three washers as she claims, it is not found that our equipment was at fault; therefore a refund is not due to the customer.
Thank you for making us aware of the complaint.
Sincerely,
Misty[redacted]
Business Manager
[redacted] called my office and spoke with Angie briefing her regarding her complaint. Angie then put her on hold to transfer the call to me. Upon putting her on hold Angie pressed an incorrect key and disconnected the call. I then made two attempts to call her back on the telephone number she called...
from. It went straight to voicemail both times. Assuming she was attempting to call back I waited a moment. She did not call again. I then attempted to call the Laundry Room to find out if she was still there and to speak with the attendant regarding the situation. The phone was busy. Shortly after I hung up the attendant called me back.
The attendant, who has been with our company long-term and is familiar with our policies and different situations that arise with the equipment, explained to me the situation with [redacted] complaining of one out of the three washers she used malfunctioning. The attendant then informed me that there was an excessive amount of soap suds in the washer that could be seen without opening the door. This is a typical error caused by too much soap, which is what she and I both agreed was most likely the cause. There were no issues with the machine prior to her using it and have not been any malfunctions or issues since; therefore it was not the fault of the machine. I would also like to add that there are numerous signs displayed on and around the washers informing them that the washers will not properly spin out if there is too much soap and that a refund will not be given if it is found that too much soap was added.
Due to the machine working properly both before and after her complaint, and because there is no way of knowing that she used the exact same amount of soap in all three washers as she claims, it is not found that our equipment was at fault; therefore a refund is not due to the customer.
Thank you for making us aware of the complaint.
Sincerely,
Misty[redacted]
Business Manager