A B C Appliance Service

Review: We contacted ABC when our refrigerator door panel malfunctioned. At their 1st visit, they attempted to replace a main computer board and said it was not possible to disconnect the door panel alone. They DID NOT state the refrigerator would not function. They returned the next day , replaced the circuit board and were still unable to program the refrigerator; said another part was needed that wouldn't be available for 1 week. Up until this point, the refrigerator and freezer seemed functional and at NO TIME were we told otherwise. If so, we would have taken care of this issue! Later that evening, we discovered the freezer not working, but the refrigerator still seemed cool.They returned the next day and said NOTHING about the refrigerator not working. We then hired another company who repaired the door immediately, as we had requested. We lost over $400 worth of food.Several correspondences with ABC later- we were informed that we were liars and had been told the refrigerator would not work; that they were not responsible for our loss, and they would not charge us for a service call! They NEVER admitted their errors in this entire process and attempted to turn their mistakes into OUR mistakes! What type of business practice/ customer service is this? I have NEVER been treated so rudely and with such disrespect!. Had they simply apologized (we all make mistakes) and behaved in a more professional, civil manner, I would not be writing this letter.Desired Settlement: We would like to be reimbursed for our food loss of $400.

Business

Response:

Dear Mrs. [redacted],

Thank you for the opportunity to reply to Mrs. [redacted]'s complaint. Enclosed are the correspondences I have sent Mrs. [redacted] in response to her concerns. These correspondences show the turn of events and my continuous efforts to reach om to this customer. Please note that Mrs. [redacted] was at the residence for a few minutes on my initial visit only she was not present during any of my other visits. Therefore,the information she received was through a third party, Mr. [redacted].

Other than making the initial contact and service call arrangements, no one else in my office has ever spoken to Mrs. [redacted] directly: Mrs. [redacted] did leave two messages on ABC's answering machine (not very pleasant ones) and all responses were communicated via letters and fax. All face to face communication with Mr. [redacted] was pleasant and friendly. Mr. [redacted] received a detailed explanation as to the progress of the repair, in addition to an apology for the delay during each visit.

In her complaint to the Revdex.com,Mrs. [redacted] stated that all she wanted was a simple apology. Please note that in my letter dated October 31,2013, I began with an apology, actually using the words "I am Sorry..."

As I explained in my letters to Mrs. [redacted], the source of the delay was the defective high voltage board that could not be programed with the unit code. My company cannot be liable for any damages caused by defective parts made by the refrigerator manufacture.

As a gesture of good faith an in an effort to retain a customer, I offered to waive the service charge of $80 and a voucher of $80 for a future services. I feel that my offer is more than fair compensation for this situation.

Should you have any further questions regarding this issue, please feel free to contact me at ###-###-####.

Thank you,

ABC Appliance Service, LLC