ComplaintsforHaney Appliance & Sound

• Initial Complaint

  01/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In September of 2021 is time of purchase. I interviewed Mr R**** in the store, asked about reliable and strong washing machines as mine which had served me well for 25 years had needed replacing. We settled with his absolute assurance with the ******* heavy duty commercial washer, I decided to replace my dryer at the same time. I paid in full. ( Mistake?. ) * ******* *** ****** *** **** **** ****** **** *** ********* *** **** *** *** ******* ******** * ***** *** ***** *** ********* ***** * *** * **** **** *** ****** ***** I leave my machines to do the work they are suppose to do. But, finally when I found liquid soap at the bottom of the machine after a wash I wondered. Then ( i don't do a lot of laundry ****** ***** ) the last straw was in January when I tried to wash two sheets, pillow cases and two small towels. I put it through two cycles trying to spin the water out unsuccessfully. The spin only button did nothing. At that point, nothing worked but two flashing lights so I unplugged the machine. I had to out twenty pounds of sopping laundry in garbage bags to take to a friends house. At this point the machine was definitely not functional. When I confronted the salesman I was told four months was too long to get a replacement and would have to pay a 30% restocking fee. Something to add is that i never received an instruction book for either machine which I thought was strange.

  Business response

  01/02/2022

  Manufacturers have policies about how warranty service is handled.  For *******, outside of a 7 day window after delivery, we do not have the ability to authorize an exchange, this needs to be determined by the manufacturer. 

   

  We informed you immediately upon learning this that if you did not feel that the machine was working as intended, then we'd be happy to arrange a service call under warranty.  This is a necessary first step towards a resolution, but this offer was rejected and an exchange was demanded, which is unfortunately not a possibility.  The warranty is through the manufacturer.  We, as a retailer, are here to help along the way, but we are not in charge of the warranty policies of the dozens of manufacturers that we deal with. 

   

  We did offer, as an option, since you were not willing to have a technician assess the machine, to allow you to return the unit with a restocking fee as they'd been used for 4 months by that time.  This was never offered as a primary solution, but only because you refused a regular service call. 

   

  Our willingness to help is still 100% on the table, we want you to be happy with your washer and dryer, but there are procedures in place that we have to respect and adhere to if we want to achieve a proper resolution to the problem.  If you're willing to follow these procedures, then we'd be more than happy to facilitate everything and get the machine looked at, and if necessary repaired or replaced under warranty at zero cost to you.  Please feel free to reach out at any time.

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