ComplaintsforGeniers Appliances

• Initial Complaint

  20/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Complaint On Jan 4 2024 we purchased a fridge from Geniers Appliance store in Vernon sight unseen but was told we could return it if not suitable. They delivered in and when we plugged it in it made a louder than normal humming noise. I called Rob at Geniers and said I do not want this unit. He suggested to wait a few hours to see if it settles down. It didn't and I requested they come and get ti. Rob then says that there was a warranty availble and to contact them. My husband did and we were given a file number. Told to fill in form and send it. We did, days went by and no response. I called Rob numerous times. We were told to submit the form again. I did but the same issues. We finally were contacted when I said I was filing a complaint with you. They then said they would pick the unit up on the 28th if Apr. and that it would take up to 10 days to 2 weeks for the refund. I have then phoned both and sent email to warranty that it was not acceptable and am filing. Thinking now,why did Geniers put it under warranty as it was brand new. ** *** ******* *** ** ***** ******* and do not have the funds to purchase a new one. Please advise.
  
  

  Business response

  01/03/2024

  Dear Sir / Madam,
  On January 04th our customer, the claimant, had purchased a fridge over the phone, without having seen the appliance in person. They had mentioned our sale’s agent, Robert, that they have had a ****** fridge in the past and liked the quality and performance of the brand. They also would try to look around to get a physical look at the fridge, closer to their home in Salmon Arm.
  We did mention that ******, the brand they were buying, had a 30 days Money Back Performance Guarantee, in the event they were not satisfied with the appliance.
  On Friday January 8th Robert, our sale’s agent, received the call from the customer, where she stated that she didn’t like the fridge’s interior and a humming noise from the compressor. For these reasons, she wanted to return the fridge and have their money back.
  On Monday January 11th, our sale’s agent sent instructions on how to make the claim for the return and money back, with a copy of ******'s 30 Day Money Back Performance Guarantee Claim Form and the sales receipt (attached).
  Following the instructions we’ve sent, and according to *********’s policy on the ******'s 30 Day Money Back Performance Guarantee, on January 12th, the customer submitted the claim form and called ********* to start a ticket to return the fridge and get their money back, as *********’s program guarantees.
  On January 26th, the customer called Genier’s to inform us that she had not heard back from ********* since starting the claim.  
  On January 27th, on behalf of our customer, we initiated an escalation process with *********’s Territory Manager for Interior BC.
  On February 6th, the customer informed us that ********* had finally contacted them. According to the customer, they’ve told them at *********, that it would be us who would pick up the fridge.
  Not having received any direct instructions from *********, we immediately contacted *********’s Territory Manager for Interior BC to complete the task, if that was the case. But he was not able to corroborate this information, and instructed us to wait until he could validate that was the course of action.
  On February 26th, after several follow ups from Genier’s to *********, we finally received an update from the Territory Manager informing us that ********* had attempted to pick up the fridge the week of February 19th, but the customer had said to *********’s delivery team that there was nothing there to pick up. We’ve also learned that the notes on the file stated that a new pickup date had been scheduled for February 28th, so immediately, we’ve contacted the customer once again to make sure they understood that *********’s delivery team was scheduled to pick up the fridge on the 28th. The customer confirmed and informed us that they would be ready for the 28th rescheduled pick up.
  On February 28th, the fridge was finally picked up by *********’s Team. Subsequently, the customer was informed that a cheque had been issued by *********, and sent to them via regular mail.
  At Genier’s we always work diligently to solve our customer’s need. Our main goal is to provide a customer-oriented service, help and add value to our Okanagan community in everything related to appliances and more... I sincerely hope that, in turn, our customers can identify that in us, and that they continue to put their trust, and give us the opportunity to be part of their team, when creating the special places that together, turn a house into a beautiful home.
  Thank you for creating the channels to communicate in the pursuit of customer’s resolution to their concerns. Together we will build a better market place for our communities.
  
  
  My best regards,
  
  Bernardo R*****
  A member of the Genier’s Family. 

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