2 Customer Reviews
Review from Donna B
1 star08/05/2024
dishwasher control panel lights went out. won't start. in April called them and they gave me a code to restart it. Unfortunately I lost the code when my phone died.Today I called them with same problem asking them about getting this code from tech--they didn't know what I was talking about and suggested I disassemble the door and give her number of control panel. no repair person is available. YOU HAVE TO SHIP DISWASHER TO PLANT IN **.
Sunpentown Response
08/06/2024
I do not believe you called us in April. We do not have any reset codes for our dishwashers or any other products. This would explain why the representative you spoke to yesterday morning (I was able to find this call in our logs) would not know what you were talking about.Our warranty does not include freight to our facility. If a unit is diagnosed to have an issue, we give the option of having a part sent for self-repair, or the customer can ship the unit to us for repair. The parts, labor and return shipping of the unit back to the customer is covered by us. Most of the retailers suggest purchasing service contracts for items as large this dishwasher. This is a separate service handled through the retailers. Otherwise standard warranty terms apply. The warranty terms are available on the retailer and our website to view prior to purchase. Your warranty is good until April 2025. If you wish to use the warranty terms please contact us again and provide full contact details, as they were not provided yesterday before you hung up.Review from George J
1 star10/10/2022
First of all, read the fine print on the warranty. The products are low cost, but to have a repair you must crate and ship to them, they analyze, then repair IF THEY AGREE IS IS DEFECTIVE. You see this with companies who want to STRONGLY DISCOURAGE WARRANTY WORK.
Second, I called for two months to get an acknowledgement that I had even called. This unit was sold through a SPT store front called Kart It, obviously there were specific reasons for that, then routing the sale through Amazon.
Thirdly, my encounter with the company was not a particularly pleasant one. There is a time difference (east versus west coast) and my first contacts I left messages both at Kart It, and at Sunpentown. No calls were ever returned.
This is way short of any good buying experience I have ever had. I give them a 1 star rating because the system will not accept zero.Sunpentown Response
10/12/2022
Our records show you only called us once, on Oct 10th, and you spoke to one of our CSRs. You informed our representative that you had reached out to the retailers, not us, " about five times" without response.
The information in your review here is incorrect. Yes the warranty, just like most other manufacturers nowadays, requires the unit to be shipped to us for repair.
That was not the case for you though. You are in the last few days of warranty coverage but our CSR offered you an exchange without having to send the other unit back to us. Per our warranty terms all you needed to cover was the shipping charge. You refused the offer then threatened to leave bad reviews online.
We're sorry you had a bad experience with the retailer seller and marketplace but they are their own companies and have no relation to our company.
We will honor the warranty exchange you were offered through the end of this month (Oct 2022), if you wish to take advantage of it.Customer Response
10/12/2022
The offer of sending a replacement unit was not made to me. I think this is obvious because I was complaining about the packaging and shipping to return the unit to do warranty repair at their digression.
We made a number of calls about this unit, this is a complaint echoed through many reviews.
If they made the offer to send a replacement as stated In their response to you, then continuing as an intermediary, please advise them to send it post haste. When we receive it we will discontinue the truthful reviews and will consider removing the ones already posted.
I am sure that as a middleman it is difficult to make a sound judgement in these matters, but I believe you look at reviews on both Kart It and the importer you will see this is not their first Rodeo.
I appreciate your letter and look forward to receiving the new unit. I would ask you keep my complaint open until I have received the unit.
Thank You
Mike
Customer Review Rating
Average of 2 Customer Reviews
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