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Zemels TV & Appliance Reviews (4)

Complaint: ***
I am rejecting this response within the 7-day limit for responseI have received the merchant's response on the 6th day after they filed it, after returning from a week of travelA detailed rebuttal will be submitted in a few days.:
Sincerely,
*** ***

Thank you for the information.  We will wait to hear from you.
Best regards,
[redacted]

Zemel's TV & Appliance
67 Newtown Road
Berkshire Shopping Center
Danbury, CT  06810
203-743-6761
 
 
Good morning:
 
I am responding to complaint ID [redacted] from [redacted].  I have copied their information below in bold
italic print so that I may address each part of this complaint.
Every manufacturer supplies the warranty for the product, not the selling
store.  If the warranty document is read,
it is a repair warranty, not a replacement warranty.  Many manufacturers have different sets of
conditions, under which they will consider replacement of a product.  In other words, they set the details of what
must occur before a product replacement can be sent for the customer.
 
An [redacted] dishwasher purchased from Zemel's was defective right out
of the box.
The dishwasher was delivered and installed on November 21,
2013.  After almost two full months, on
January 20, 2014, [redacted] contacted the store and said that the [redacted]
dishwasher was working, but that it was not cleaning in the manner she believed
that it should, and she was unhappy.  She
immediately demanded a replacement.  I
explained to her that [redacted] will not replace a dishwasher without having one of
their authorized technicians complete a full service attempt.  This sometimes requires two trips to the
home; one to diagnose and a second to exchange parts if necessary.  She would not allow me to try to set up that
service.
 
This was confirmed by the distributor's service technician during
a service call at our home. While Zemel's initially insisted on performing
major repairs, rather than replacement as we requested,
Zemels did not insist on performing repairs, [redacted] did.  As reported to me, she had a technician at
her home for a [redacted] wall oven and she mentioned to him that she was not happy
with the performance of her new dishwasher. 
He took a look at it for her as a courtesy.  He told her that her issue might be caused by
either a circulating pump or by a valve diverter.  He offered to order both parts for her so
that it could be taken care of in one additional visit under the warranty, but
she declined, again calling the store and demanding that we take it back.  Per [redacted]’s return policy, they would not send
a new unit unless they were allowed an attempt to repair it for the customer.
 
 they called us in late
February to tell us they would take the unit back for refund and instructed us
to use their selected installer to have the unit removed and returned to them.
In an attempt to assist the customer, the owner of Zemel’s
contacted the distributor and he was told that they would allow us a small
window of time (four days) to retrieve the unit and send it to them, and they
would deal with getting it taken care of with [redacted].  When he contacted [redacted] to set up the
appointment to pick up the dishwasher, she refused to allow us to pick it up at
that time.  She was not willing to
release it until she was ready to have a new unit put into place, at her
convenience.  She wanted to continue
using the product, even though she said it did not work.
 
We advised them we would arrange for their installer to both
remove their unit and install a replacement that we would purchase elsewhere as
soon as possible.
We were not “advised” of this at any time.  At least two months later, she purchased
another dishwasher elsewhere.  She
contacted the installation company on her own to arrange for the new
installation.  We were not involved in
the transaction for the new dishwasher at any time.
As soon as the new unit was available, we had their installer
remove the defective unit and install the new machine we purchased at Best Buy.
It was not until one month later that we learned Zemel's had refused the return
as unauthorized, an outrageous falsehood that they continue to perpetrate.
The installer is an independent company, not part of Zemel’s TV
and Appliance.  She instructed the
installation company to drop the [redacted] dishwasher at our store.  We refused the unit because at that time we
had no authorization to return the unit from either the distributor of [redacted]
products or the [redacted] company.  The unit
had been in her possession since January. 
The installation company understood our situation and complied by
putting it back on their truck and removing it since we were not able to send
it back to the supplier.
 
 
 
Currently: 1. We have had to pay for a premium price dishwasher
that was defective.2. We were manipulated by Zemel's into incurring the costs
of purchasing a replacement machine elsewhere and having it installed.3. We
don't even have the defective unit which we returned as instructed in good
faith.
The dishwasher would either have been either fixed or replaced if [redacted] had allowed the service.  We
did nothing to “manipulate” this customer.  [redacted] made all of her own decisions on how this situation was
handled.
 
Best regards,
 
 
[redacted]

Review: An [redacted] dishwasher purchased from Zemel's was defective right out of the box. This was confirmed by the distributor's service technician during a service call at our home. While Zemel's initially insisted on performing major repairs, rather than replacement as we requested, they called us in late February to tell us they would take the unit back for refund and instructed us to use their selected installer to have the unit removed and returned to them. We advised them we would arrange for their installer to both remove their unit and install a replacement that we would purchase elsewhere as soon as possible.As soon as the new unit was available, we had their installer remove the defective unit and install the new machine we purchased at [redacted].It was not until one month later that we learned Zemel's had refused the return as unauthorized, an outrageous falsehood that they continue to perpetrate. Currently: 1. We have had to pay for a premium price dishwasher that was defective.2. We were manipulated by Zemel's into incurring the costs of purchasing a replacement machine elsewhere and having it installed.3. We don't even have the defective unit which we returned as instructed in good faith.Desired Settlement: $1913.24 refund in full, as promised but not fulfilled.

Business

Response:

Zemel's TV & Appliance

67 Newtown Road

Berkshire Shopping Center

Danbury, CT 06810

203-743-6761

Good morning:

I am responding to complaint ID [redacted] from [redacted]. I have copied their information below in bold

italic print so that I may address each part of this complaint.

Every manufacturer supplies the warranty for the product, not the selling

store. If the warranty document is read,

it is a repair warranty, not a replacement warranty. Many manufacturers have different sets of

conditions, under which they will consider replacement of a product. In other words, they set the details of what

must occur before a product replacement can be sent for the customer.

An [redacted] dishwasher purchased from Zemel's was defective right out

of the box.

The dishwasher was delivered and installed on November 21,

2013. After almost two full months, on

January 20, 2014, [redacted] contacted the store and said that the [redacted]

dishwasher was working, but that it was not cleaning in the manner she believed

that it should, and she was unhappy. She

immediately demanded a replacement. I

explained to her that [redacted] will not replace a dishwasher without having one of

their authorized technicians complete a full service attempt. This sometimes requires two trips to the

home; one to diagnose and a second to exchange parts if necessary. She would not allow me to try to set up that

service.

This was confirmed by the distributor's service technician during

a service call at our home. While Zemel's initially insisted on performing

major repairs, rather than replacement as we requested,

Zemels did not insist on performing repairs, [redacted] did. As reported to me, she had a technician at

her home for a [redacted] wall oven and she mentioned to him that she was not happy

with the performance of her new dishwasher.

He took a look at it for her as a courtesy. He told her that her issue might be caused by

either a circulating pump or by a valve diverter. He offered to order both parts for her so

that it could be taken care of in one additional visit under the warranty, but

she declined, again calling the store and demanding that we take it back. Per [redacted]’s return policy, they would not send

a new unit unless they were allowed an attempt to repair it for the customer.

they called us in late

February to tell us they would take the unit back for refund and instructed us

to use their selected installer to have the unit removed and returned to them.

In an attempt to assist the customer, the owner of Zemel’s

contacted the distributor and he was told that they would allow us a small

window of time (four days) to retrieve the unit and send it to them, and they

would deal with getting it taken care of with [redacted]. When he contacted [redacted] to set up the

appointment to pick up the dishwasher, she refused to allow us to pick it up at

that time. She was not willing to

release it until she was ready to have a new unit put into place, at her

convenience. She wanted to continue

using the product, even though she said it did not work.

We advised them we would arrange for their installer to both

remove their unit and install a replacement that we would purchase elsewhere as

soon as possible.

We were not “advised” of this at any time. At least two months later, she purchased

another dishwasher elsewhere. She

contacted the installation company on her own to arrange for the new

installation. We were not involved in

the transaction for the new dishwasher at any time.

As soon as the new unit was available, we had their installer

remove the defective unit and install the new machine we purchased at Best Buy.

It was not until one month later that we learned Zemel's had refused the return

as unauthorized, an outrageous falsehood that they continue to perpetrate.

The installer is an independent company, not part of Zemel’s TV

and Appliance. She instructed the

installation company to drop the [redacted] dishwasher at our store. We refused the unit because at that time we

had no authorization to return the unit from either the distributor of [redacted]

products or the [redacted] company. The unit

had been in her possession since January.

The installation company understood our situation and complied by

putting it back on their truck and removing it since we were not able to send

it back to the supplier.

Currently: 1. We have had to pay for a premium price dishwasher

that was defective.2. We were manipulated by Zemel's into incurring the costs

of purchasing a replacement machine elsewhere and having it installed.3. We

don't even have the defective unit which we returned as instructed in good

faith.

The dishwasher would either have been either fixed or replaced if [redacted] had allowed the service. We

did nothing to “manipulate” this customer. [redacted] made all of her own decisions on how this situation was

handled.

Best regards,

Consumer

Response:

Review: [redacted]

I am rejecting this response within the 7-day limit for response. I have received the merchant's response on the 6th day after they filed it, after returning from a week of travel. A detailed rebuttal will be submitted in a few days.:

Sincerely,

Business

Response:

Thank you for the information. We will wait to hear from you.

Best regards,

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Description: Appliances - Major - Dealers, Television & Radio - Service & Repair

Address: 67 Newtown Rd, Danbury, Connecticut, United States, 06810

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