[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
For the snow blower issue, we talked to our seasoned repair technician about this unit, and he did remember it. It came in because it didn't spark, and after initial diagnostics it was thought that a new ignition may be
required but our service department would not be able to...
guarantee that would solve the issue, as something else could have been wrong past that point.
As for the diagnostic fee, we have signs posted with the fees and labor rates. We try to instruct our associates to inform the customers about the fees when equipment is brought in. If our associate did not communicate
this properly, we truly do apologize.
As is standard practice in the industry, when equipment is not repaired it is not reassembled due to the costs involved. Not having this communicated is our fault. We have since instructed our associates and technicians
to notify the customers of this.
The sales associate's response to the customer when it was initially to be picked up was not appropriate. That is not how we want our customers treated, and all the associates in that area have been reminded of that fact.
The complaint that the Revdex.com sent to us was the first time we, the owners, had heard of the issue. Being a locally owned business, we try to have ownership at the store most times, and if we are not here our associates know
they are to call us if they need to. Had we been notified of the issue prior to this, we would have been able to solve most of the issues that arose at that time.
With that being said, we are more than willing to issue a refund for the diagnostic charge, as well as reimbursing him for his second trip to our location to pick up the reassembled unit. We will be mailing the customer this refund.
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
For the snow blower issue, we talked to our seasoned repair technician about this unit, and he did remember it. It came in because it didn't spark, and after initial diagnostics it was thought that a new ignition may be
required but our service department would not be able to...
guarantee that would solve the issue, as something else could have been wrong past that point.
As for the diagnostic fee, we have signs posted with the fees and labor rates. We try to instruct our associates to inform the customers about the fees when equipment is brought in. If our associate did not communicate
this properly, we truly do apologize.
As is standard practice in the industry, when equipment is not repaired it is not reassembled due to the costs involved. Not having this communicated is our fault. We have since instructed our associates and technicians
to notify the customers of this.
The sales associate's response to the customer when it was initially to be picked up was not appropriate. That is not how we want our customers treated, and all the associates in that area have been reminded of that fact.
The complaint that the Revdex.com sent to us was the first time we, the owners, had heard of the issue. Being a locally owned business, we try to have ownership at the store most times, and if we are not here our associates know
they are to call us if they need to. Had we been notified of the issue prior to this, we would have been able to solve most of the issues that arose at that time.
With that being said, we are more than willing to issue a refund for the diagnostic charge, as well as reimbursing him for his second trip to our location to pick up the reassembled unit. We will be mailing the customer this refund.
Sincerely,
[redacted]