Marin

Ticket System

Ticket Status: Open

Subject: Shipping & Returns >> Damaged Item
Order #: 991736
Summary: Microwave Oven Damaged
You (July 3, 2016, 5:36 PM):
Hi,

I purchased these items In Dec 15 and have just gone to install the microwave oven in the order below only to find the back is significantly damaged. When the item arrived I checked the front of it and it appeared fine. This being the 4th item purchased from you I was confident that all would be good so I did not unpack the item further.
Only to be devastated to find it dented on the back and bottom.

Order #: 991736 | Account ID #: 2246448

Please contact me asap to discuss my options.

Kind Regards,

Darren Knowles
AppliancesConnection (Wellington) (July 4, 2016, 3:49 PM):
Dear Lisa Berberich,

Our records indicate that you have contacted us in order to report difficulties you have experienced with the product(s). As indicated from the moment an order is placed, open and inspect deliveries are prepaid and provide an additional 15 minutes per unit for full and proper inspection.

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 provide the options available to resolve this matter, please respond to the following questions to the best of your ability:

1. At what point and time was this issue discovered?
2. Which product(s) are experiencing difficulty with, and what is the issue you are experiencing? (Please attach photos depicting the issue(s) you have encountered, and also photos of the full model and serial number of your product(s) directly from the sticker located on the unit(s) or box.)
3. When did you report the issue to the freight carrier? What did you note on the Proof of Delivery requiring full inspection of all merchandise received? (Please attach a copy of the proof of delivery from the shipping company to your reply.)

PHOTO REQUIREMENTS: Photos should depict ALL issues with product(s) received, 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 being attached to your response.

Once photos are submitted along with the information we have requested, we will reply to this message with the options available to resolve this matter.

Thank You,

AppliancesConnection Customer Service

You viewed this message on 07/04/2016 7:10 PM
AppliancesConnection (July 8, 2016, 8:07 AM):
Hello Lisa Berberich,

Just to let you know that we have not forgotten about your pending ticket. Once we have more information, we will update the ticket and you will be notified immediately.

Thank You,
Customer Service

You viewed this message on 07/08/2016 10:43 AM
AppliancesConnection (July 11, 2016, 8:07 AM):
Hello Lisa Berberich,

Just to let you know that we have not forgotten about your pending ticket. Once we have more information, we will update the ticket and you will be notified immediately.

Thank You,
Customer Service
AppliancesConnection (July 14, 2016, 8:10 AM):
Hello Lisa Berberich,

Just to let you know that we have not forgotten about your pending ticket. Once we have more information, we will update the ticket and you will be notified immediately.

Thank You,
Customer Service

You viewed this message on 07/14/2016 2:02 PM
You (July 17, 2016, 11:08 PM):
Here is the serial number of the microwave oven damaged.
You (July 17, 2016, 11:12 PM):
This is a picture of the microwave sitting in the box. When the order arrived the microwave was inspected. There is no evidence of any damage to the unit from any angle. The box was not damaged and I had no reason to suspect anything. The order shipped with two other items which were both fine and this was the 4th appliance I had purchased with no other delivery problems.
You (July 17, 2016, 11:13 PM):
When I went to mount the microwave I found this nasty surprise.
You (July 17, 2016, 11:14 PM):
More damage.
You (July 17, 2016, 11:15 PM):
More photos of damage
You (July 17, 2016, 11:16 PM):
more photos of damage.
You (July 17, 2016, 11:22 PM):
Obviously the microwave is damaged. When I inspected it, I did not remove it from the box as I had no reason to suspect anything. There was no damage to the exterior of the box and the front and sides look fine. At the time of delivery I came out and spoke with the Old Dominion driver and he helped move the boxes into the garage. Since the time I inspected the microwave it has been sitting on the ground in a low transit area and I have again no reason to suspect anything happened. I am not sure what happened it may have even been damaged at the factory and placed in the box or more than likely in transit.

Appreciate your assistance in sorting this out.

Kind Regards,

Darren
AppliancesConnection (Wellington) (July 18, 2016, 9:20 PM):
Hello Darren Knowles,

Have you tried plugging the unit in to check if it works or not? Since it has been a while since delivery, we can either provide you with a 3 year full part full labor warranty to keep it as is, or we can replace the casing of the unit for you. Please let us know how to proceed, thank you for your time.

Thank you,
Customer Service

You viewed this message on 07/19/2016 8:21 AM
AppliancesConnection (July 22, 2016, 8:06 AM):
Hello Lisa Berberich,

Just to let you know that we have not forgotten about your pending ticket. Once we have more information, we will update the ticket and you will be notified immediately.

Thank You,
Customer Service

You viewed this message on 07/22/2016 9:52 AM
AppliancesConnection (July 25, 2016, 8:05 AM):
Hello Lisa Berberich,

Just to let you know that we have not forgotten about your pending ticket. Once we have more information, we will update the ticket and you will be notified immediately.

Thank You,
Customer Service

You viewed this message on 07/28/2016 12:14 AM
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