Sent: Friday, June 19, 8:AMTo: drteamSubject: Revdex.com Case # ***
10.5pt">Revdex.com Case ID *** Product: *** Refrigerator Order Number: 300 I refer to the letter of *** *** relating to her complaint of our warranty termsOn January 28th 2015, *** ***, daughter of *** ***, came to the store to buy a *** refrigerator for $including the delivery fee*** came back on February 2, to purchase an ** washer and dryer set*** called us on March 2, to inform us that the refrigerator had stopped coolingWe sent the technician to her homeThe technician reported that he stopped a leak of Freon and he filled it back upShe called us again on Thursday March 19, because the refrigerator’s ice maker was neither making nor dispensing iceShe asked if we could replace the refrigerator because she did not like having problems with itWe told her that she could come by the store to pick another oneOur policy states that we do not do refunds or returns, but we make exchanges when the said appliance cannot be repairedWe do not charge any extra fees on the exchange if the replacement is of the same value*** came the next day, Friday March 20, She chose to get a *** *** Door refrigerator that we were selling for $Since she was our customer and because of the previous inconvenience we reduced $off the priceShe paid a $difference taking by account that she had paid $for the previous refrigerator*** called us April 6th, to let us know that the freezer was cooling but it was not freezingWe sent the technician, who filled it up with Freon and stopped a leakWe received a call from *** because the freezer would still cool but not freeze, we sent the technician Friday June 5thShe called us again to let us know that the freezer was still having the same problem and that the technician did not fix her washerWhen she called the previous time, she did not mention to us the problem with her washer because she said she wanted to wait until he was there so he could fix that issue the same dayThe ** front load washer was not draining the water from the detergent drawerSince we were not aware of the situation, we sent out the same technician who is not trained in front load washer machine repairsShe asked for us not to send the same technician againThe owner hired another technician to go with him on June 11th, and together they found the problemThey replaced Supco Filter Driers among other parts, and did service on the refrigeratorThey also checked the washer and they reported that it was working fine. Our warranty terms are the following: first month covers everything, parts and labor, second and third month cover only laborDespite the fact that Mrs***’s first month of warranty had passed already, we did not charge her for any of the parts replacedWe are very saddened to find out her disappointment at how we managed the situation through this complaintWe must point out that we always sent the technician to her house as soon as we were able to, we did not ignore her phone calls and if we missed any calls from *** was due to the fact that no one was available in the office to answer her call, so we returned her missed calls as soon as possibleUnfortunately, we cannot issue a refund because the refrigerator was clearly sold under a contract stating “Product sold in as is conditionAll sales are finalNo cash refunds.” Throughout the store there are several signs that state our policy and at the top of every receipt it clearly states it again*** and *** *** signed at the bottom of the receipts agreeing to our terms and conditions Sincerely, Kenia E***
Sent: Friday, June 19, 8:AMTo: drteamSubject: Revdex.com Case # ***
10.5pt">Revdex.com Case ID *** Product: *** Refrigerator Order Number: 300 I refer to the letter of *** *** relating to her complaint of our warranty termsOn January 28th 2015, *** ***, daughter of *** ***, came to the store to buy a *** refrigerator for $including the delivery fee*** came back on February 2, to purchase an ** washer and dryer set*** called us on March 2, to inform us that the refrigerator had stopped coolingWe sent the technician to her homeThe technician reported that he stopped a leak of Freon and he filled it back upShe called us again on Thursday March 19, because the refrigerator’s ice maker was neither making nor dispensing iceShe asked if we could replace the refrigerator because she did not like having problems with itWe told her that she could come by the store to pick another oneOur policy states that we do not do refunds or returns, but we make exchanges when the said appliance cannot be repairedWe do not charge any extra fees on the exchange if the replacement is of the same value*** came the next day, Friday March 20, She chose to get a *** *** Door refrigerator that we were selling for $Since she was our customer and because of the previous inconvenience we reduced $off the priceShe paid a $difference taking by account that she had paid $for the previous refrigerator*** called us April 6th, to let us know that the freezer was cooling but it was not freezingWe sent the technician, who filled it up with Freon and stopped a leakWe received a call from *** because the freezer would still cool but not freeze, we sent the technician Friday June 5thShe called us again to let us know that the freezer was still having the same problem and that the technician did not fix her washerWhen she called the previous time, she did not mention to us the problem with her washer because she said she wanted to wait until he was there so he could fix that issue the same dayThe ** front load washer was not draining the water from the detergent drawerSince we were not aware of the situation, we sent out the same technician who is not trained in front load washer machine repairsShe asked for us not to send the same technician againThe owner hired another technician to go with him on June 11th, and together they found the problemThey replaced Supco Filter Driers among other parts, and did service on the refrigeratorThey also checked the washer and they reported that it was working fine. Our warranty terms are the following: first month covers everything, parts and labor, second and third month cover only laborDespite the fact that Mrs***’s first month of warranty had passed already, we did not charge her for any of the parts replacedWe are very saddened to find out her disappointment at how we managed the situation through this complaintWe must point out that we always sent the technician to her house as soon as we were able to, we did not ignore her phone calls and if we missed any calls from *** was due to the fact that no one was available in the office to answer her call, so we returned her missed calls as soon as possibleUnfortunately, we cannot issue a refund because the refrigerator was clearly sold under a contract stating “Product sold in as is conditionAll sales are finalNo cash refunds.” Throughout the store there are several signs that state our policy and at the top of every receipt it clearly states it again*** and *** *** signed at the bottom of the receipts agreeing to our terms and conditions Sincerely, Kenia E***