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Ticket Status: Answered
Subject: Shipping & Returns >> Damaged Item
Order #: 908936
Summary: Shipment Verification Instructions
AppliancesConnection (Gary) (January 19, 2015, 12:57 PM):
Dear Ruby Burdiez,

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.

If you wish to return the product/s please see your RMA number and the address where you may ship it back to below:
RMA # 1843846
YF Logistics LLC Fulfillment Center
Customer: AppliancesConnection
5 Boxal Dr
Cranbury NJ 08512


Thank You,

AppliancesConnection.com Customer Service

You viewed this message on 01/19/2015 8:11 PM
You (January 19, 2015, 9:03 PM):
1. Damage was evident as soon as we took cardboard off
There was a hole in the cardboard. Then we saw tape was placed over. Informed driver.
2. Driver Rahim aka "soxs" saw damage, informed the trucking. Sent pics to Al or Sal. Will attach proof of delivery tomorrow.
3. Will attach pic of serial and model
4. Conducted full inspection of unit. That`s why we found issues.
5. The dents on the door were of no concern as the door could be replaced by trucking company. But the broken metal on the back showing the coils is an issue of concern for safety, durability. Purchased new and need new otherwise would have purchased an as is floor model.
AppliancesConnection (Gary) (January 20, 2015, 9:02 AM):
Hello Ruby Burdiez,

Please attach required photos to this ticket.

Thank you,
Customer Service

You viewed this message on 01/21/2015 7:39 PM
You (January 22, 2015, 8:04 PM):
Below are some pictures. More coming...
You (January 22, 2015, 8:13 PM):
Below is the paperwork the driver gave me. He took the sticker from the box and that`s all he provided.
You (January 22, 2015, 8:13 PM):
Below is the paperwork the driver gave me. He took the sticker from the box and that`s all he provided.
You (January 22, 2015, 8:16 PM):
This last pic is the one on the side of the fridge.
You (January 22, 2015, 8:17 PM):
The trucking company was A&b freight. I have supplied what you need, please advise. Thank you.
AppliancesConnection (Gary) (January 27, 2015, 10:55 AM):
Hello Ruby Burdiez,

We forwarded the photos to Samsung and they advised us the damage to the back will not affect the functionality of the unit.

Please plug the unit in to be sure it works.

So you can feel comfortable using the unit we can offer you a free 10 year warranty for the unit.

We can also have the damaged door and drawer replaced.

Please advise.

Thank you,
Customer Service
AppliancesConnection (Gary) (January 27, 2015, 10:55 AM):
Hello Ruby Burdiez,

We forwarded the photos to Samsung and they advised us the damage to the back will not affect the functionality of the unit.

Please plug the unit in to be sure it works.

So you can feel comfortable using the unit we can offer you a free 10 year warranty for the unit.

We can also have the damaged door and drawer replaced.

Please advise.

Thank you,
Customer Service

You viewed this message on 01/27/2015 1:44 PM
You (January 28, 2015, 3:23 PM):
Hi,
Unfortunately I am not comfortable with that option. I opted to purchase something new beacause I don`t have time to deal with issues and don`t want to worry as I work on average 60 hrs a week. I have small children and do not feel comfortable with the perforated dent on the back. Offering a 10 year warranty does me no good when I don`t have the time to be calling and following up to get issues resolved.

Please pick up and replace. Advise as the fridge is covered and blocking my doorway; the fire department and police have already informed we need to move out of the way as it poses a hazard and is blocking the main entryway.

I am trying to reach Gary and discuss this matter - left a message earlier with Luigi and call has not been returned - 914 432 5881.
AppliancesConnection (Gary) (January 28, 2015, 4:46 PM):
Hello Ruby Burdiez,

We are terribly sorry for the trouble you are experiencing with your received shipment. As you are aware, from the moment your order was placed, email follow-ups had been sent on multiple occasions, before, and after your order had shipped. In the emails, we had stressed the importance of, and repeatedly requested, that you ensure all merchandise received is unboxed and properly inspected at the time of delivery. This very same notification is displayed on-screen every time your order is viewed or tracked on our website.

The paperwork from the freight carrier, which you had signed and agreed to at the time of delivery, indicates that you must open and inspect all merchandise received, and if there is a problem - refuse the delivery. Delivery insurance solely covers damages to merchandise noticed during unboxing and inspection, noted on the freight carriers bill of lading. Signature of the freight carrier’s paperwork indicates that you had unboxed & inspected your order, signed for it as delivered & received in good condition, and agreed to our full return policy, as posted on our website.

However, we are here to help you. In an effort to assist you in expeditiously resolving this matter, allow us to present you with a few options.

1. You may ship the unit back to us, via trackable shipper, under RMA# 1860342, to: AppliancesConnection 5 Boxal Dr, Cranbury NJ 08512

2. From the pictures you have sent, it appears as we can replace the damaged door and drawer and offer a free 10 year warranty for the damage to the back of the unit.

3. As a courtesy, if you would like to keep the unit “as is”, we are willing to offer you a 5% discount off of the units original purchase price.

4. If you wish for AppliancesConnection.com to make arrangements to pick up and return your item(s), We can have you billed directly for a pickup fee with one of the carriers and you may pay them directly(We could have them bill you direclty for the pickup and return fee at the time of pick up) or we could use our discounted rate of $0.75 per pound that can be charged to your account in the amount of $324 and AppliancesConnection.com will arrange the pickup.

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

Thank you,
Customer Service

You viewed this message on 01/28/2015 8:31 PM
You (January 28, 2015, 8:36 PM):
Gary,
I spoke to Edmond today on some options and responded directly to him. I paid for a new fridge and that is what I expect - the delivery person said he was not going to take it back and they were on the phone with the trucking company for a while. He left it and the trucking company said you would replace it in the meantime they had to leave it here. It`s on my entryway at the moment blocking my entrance. Tomorrow I will call again to confirm with Edmond the details.
AppliancesConnection (Gary) (January 29, 2015, 8:52 AM): [ANSWERED]
Hello Ruby Burdiez,

OK.

Thank you,
Customer Service

You viewed this message on 01/29/2015 1:24 PM
Reply:
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This communication is confidential, intended only for the named recipient(s) for this order and may contain trade secrets or other information that is exempt from disclosure under applicable law. Any use, dissemination, distribution or copying of this communication by anyone other than the named recipient(s) is strictly prohibited. If you have received this communication in error, please immediately notify us by calling 800-299-9470. Thank you!

Remember, you can always check out our Return Policy by clicking here.



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