Initial Business Response /* (1000, 5, 2016/01/27) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [email protected]
1. The warranty is on the internal parts of the unit. Things like hoses, brushes, nozzles, etc.
Are not warranty items.
2.Even...
though the end user broke the butt end of the hose, we repaired it at no cost to the customer, other than his shipping cost.
3. We replaced the factory hose nipple which was plastic, with a brass one to prevent his problem from reoccurring.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Upon checking the business website the question of what's covered under warranty is explained as a two year parts and labor and lifetime on the boiler (main unit) to me and just about anyone else that would indicate all the parts not just a portion. Especially a part that is required in order to use the machine.
The part that was repaired was not broken when the hose was sent in and was never mentioned in the included letter. However, if that was found to be broken we appreciate that being fixed. This still doesn't fix the original problem that has been an on going issue since 6 months after purchasing the machine.
This has been going back and forth for over a year now. The reason that it's my understanding this hose should be covered is due to the business website stating that it has a two year parts and labor and a lifetime warranty on the boiler. As I said before, that would lead anyone into believing that ALL the parts would have at least the two year warranty. Only now that I've had this problem and can't get it fixed am I told what the "real" warranty is.
Final Business Response /* (4000, 9, 2016/01/28) */
Maybe the problem is not with the hose ( which was repaired )Please have [redacted] contact us @
[redacted]. or at [redacted] for address verification. I will pay for UPS to come to his location for pick up the unit, Repair and return the unit with no cost to Mr. Thacker.
Final Consumer Response /* (2000, 11, 2016/02/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Spoke to the business owner and he has gratuitously offered to replace the hose (defective part)
Initial Business Response /* (1000, 5, 2016/01/27) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [email protected]
1. The warranty is on the internal parts of the unit. Things like hoses, brushes, nozzles, etc.
Are not warranty items.
2.Even...
though the end user broke the butt end of the hose, we repaired it at no cost to the customer, other than his shipping cost.
3. We replaced the factory hose nipple which was plastic, with a brass one to prevent his problem from reoccurring.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Upon checking the business website the question of what's covered under warranty is explained as a two year parts and labor and lifetime on the boiler (main unit) to me and just about anyone else that would indicate all the parts not just a portion. Especially a part that is required in order to use the machine.
The part that was repaired was not broken when the hose was sent in and was never mentioned in the included letter. However, if that was found to be broken we appreciate that being fixed. This still doesn't fix the original problem that has been an on going issue since 6 months after purchasing the machine.
This has been going back and forth for over a year now. The reason that it's my understanding this hose should be covered is due to the business website stating that it has a two year parts and labor and a lifetime warranty on the boiler. As I said before, that would lead anyone into believing that ALL the parts would have at least the two year warranty. Only now that I've had this problem and can't get it fixed am I told what the "real" warranty is.
Final Business Response /* (4000, 9, 2016/01/28) */
Maybe the problem is not with the hose ( which was repaired )Please have [redacted] contact us @
[redacted]. or at [redacted] for address verification. I will pay for UPS to come to his location for pick up the unit, Repair and return the unit with no cost to Mr. Thacker.
Final Consumer Response /* (2000, 11, 2016/02/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Spoke to the business owner and he has gratuitously offered to replace the hose (defective part)