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Ticket System


Ticket Status: Open
Subject: Shipping & Returns >> Damaged Item
Order #: 860324
Summary: Shipment Verification Instructions
AppliancesConnection (Cileen) (July 28, 2014, 3:31 PM):
Dear Julie Decocker,

Our records indicate that you have contacted us in order to report difficulties you have experienced with the product(s) you have received. Please accept our sincere apologies for any inconvenience this may have caused you, as customer satisfaction is our top priority!

In order to assist you and note our system as well as determining what options are available to resolve your matter, please respond to the following questions to the best of your ability:

1. At what point and time was this issue discovered?

2. Who was the carrier that delivered your merchandise? Did you report the issue to the freight services? Also, please attach a copy of the proof of delivery from the shipping company.

3. Please provide a photo of the full model and serial number of your product(s) directly from the sticker located on the unit(s)?

4. Did you conduct a full inspection on the product(s) at the time of delivery?

5. Please provide us with a detailed description of the problem you are having with the product(s) received, along with pictures depicting the issue(s) you have encountered.

PHOTO REQUIREMENTS: The photos should depict the damage done to the product, both shipping containers, external and manufacturer's carton exposing all four sides of the box, the tracking number should be visible and legible to be read and last but not least, the internal cushioning.

Please Note: Photos must be attached ONE at a time. To attach photos please follow the procedure below.

1. Hit browse and locate the photo on your computer.
2. Type a caption in the yellow area.
3. Click on submit to attach the photo.
4. Repeat steps 1 to 3 for each additional photo to be attached to the ticket.

Once those pictures are submitted along with the information we have requested, we will respond back to you with the options available to resolve your issues.

Thank You,

AppliancesConnection.com Customer Service
You (July 30, 2014, 3:30 PM):
1. The issue was discovered by the drivers before the unit was brought up to my house on 7/25/14 around 3:30-4:00 PHX Time.
2. J.B Hunt was the carrier. there were two employees.
3. I do not have any photos, since they did not bring the unit up to my house.
4. I did look at the unit when they first unloaded it off the truck. It did have a few minor surface defects, but the most visible one was on the side and would not be visible once installed, so I did not have an issue with the cosmetics of the unit. After I insepcted it, they found something that was broken on the back side of the unit, so said they were taking it back.
Thanks,
Julie
AppliancesConnection (Cileen) (July 31, 2014, 9:38 AM):
Hello Julie Decocker,

Please see attached a copy of your Proof Of Delivery

Also attached is a photo of the damage and the model/serial number tag.

The pictures received reflect cosmetic damage. We can partner with our parts and services department, and place an order for a new part, for your unit. Once it arrives to you, we can have a licensed technician from the manufacturer come and service your unit. In addition, we are also willing to add a 10 year warranty to ensure the upkeep of your unit.

Please review the above options and advise us of your decision within 2 business days.

Thank you,
Customer Service
You (July 31, 2014, 4:21 PM):
Since it is electrical, I am a little worried, but if a technician fixes it and is not concerned with fire, I would accept. Go ahead and let`s try that.
AppliancesConnection (Cileen) (July 31, 2014, 4:34 PM): [ANSWERED]
Hello Julie Decocker,

Thank you for allowing us to resolve this with you. We have forwarded your claim to the Parts & Services Department. We will update you via this ticket when your parts have been ordered and shipped. Please contact us when you've received the replacement parts and we will schedule a certified technician to service your replacement.

We have gone ahead and added the 10 year major component warranty to your account and have emailed you a copy of the invoice for your records. Please allow about 4-6 weeks to accept the warranty paperwork in the mail. Fill it out and mail it in to the warranty company.


Thank you,
Customer Service
You (July 31, 2014, 5:06 PM):
Is JB Hunt going to return the stove to me?
AppliancesConnection (Cileen) (August 1, 2014, 9:19 AM): [ANSWERED]
Hello Julie Decocker,

Yes they will be contacting you to redeliver the item shortly.

Thank you,
Customer Service
You (August 11, 2014, 3:08 PM):
The stove has been delivered. JB Hunt recommended not plugging it in due to the electrical issue. Please advise what you need from me to get a technician out to look at it as soon as possible.
Since I have been dealing with this issue for quite some time, I would like to request a discount on my order of 20%.
Julie
You (August 11, 2014, 3:08 PM):
More Photos
AppliancesConnection (Andy) (August 11, 2014, 5:44 PM):
Hello Julie Decocker,

Also close up and a full pictures of the product showing the problem.


Thank you,
Customer Service
AppliancesConnection (Cileen) (August 11, 2014, 5:47 PM):
Hello Julie Decocker,

We have received the additional photos.

Is it possible to take an additional photo of the entire unit to see if it is level?

We cannot offer the service and the discount. We can have the service tech come out for the electrical issue. If need be we can also order a replacement drawer.

Thank you,
Customer Service

You viewed this message on 08/12/2014 3:04 PM
You (August 12, 2014, 10:46 AM):
JB Hunt did not install the stove or level it since it needs a technician first. I think you may be suggesting that is why the drawer is not shutting. That is possible. When will the technician be at my house so we can confirm?

You make it sound like you are doing me a favor by having the technician come out, when you have delivered 2 stoves that are broken. I placed my first order with you in early May and have had 2 broken stoves deleivered. It has been 4 months and I do not have a stove that I can even plug into the wall!!! Do you think that 4 months is reasonable in working with you? You can be sure that I am telling everyone I come in contact with to not order anything through your company. In this case, I certainly think a discount is more than warranted. Please have a manager contact me if you are not able to make this decision.
AppliancesConnection (Cileen) (August 12, 2014, 3:23 PM): [ANSWERED]
Hello Julie Decocker,

The first issue was reported as something electrical, the drawer was never reported. The electrical issue is most likely a manufacturer issue which we are taking care of for you at no additional cost to you. Our efforts are to resolve whatever issues you are having with you received unit. We will do our best to make sure all issues are resolved for this item for you.

Once we have the service scheduled we will update you via this ticket of your service schedule.

Thank you,
Customer Service

You viewed this message on 08/12/2014 3:31 PM
You (August 12, 2014, 8:26 PM):
Also, I have been waiting for the credit on the first stove that was returned to you. Last I talked to someone, they said the credit would be processed in 5 days, but that was a while ago. Can you let me know when that will be credited to my account? I have had to bear the cost of two stoves.
AppliancesConnection (Cileen) (August 14, 2014, 3:51 PM): [ANSWERED]
Hello Julie Decocker,

Per your conversation today with the agent, you credit has been created for the stove. Please allow 3-5 business days to see the amount back to your original method of payment. As for the part order, the parts and services department are currently working on your schedule and the part replacement. You will be updated via this ticket once all is finalized.

Thank you,
Customer Service

You viewed this message on 08/14/2014 8:11 PM
You (August 20, 2014, 3:24 PM):
Can Andy please provide an update on ny repair?
AppliancesConnection (Andy) (August 20, 2014, 6:06 PM): [ANSWERED]
Hello Julie Decocker,


Your service appointment has been scheduled for Thursday 21 ST 8-12 NOON. The tech will call you to confirm a time window. Please provide the tech with a copy of your invoice for warranty purposes only.


Please call us at the time of services when the tech is at the location.

For any further inquiries, please respond to this ticket and our team will normally respond within 24-72 business hours.

Thank you,
Customer Service
Andy C.
800-299-9470 EXT 2071

You viewed this message on 08/20/2014 7:39 PM
You (August 20, 2014, 7:40 PM):
Excellent, thank you!
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