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Response To: More Trouble with Queen Appliance - Review by citysearch c | Queen Appliance & Mattress Superstore

Queen Appliance & Mattress Superstore


Response To: More Trouble with Queen Appliance 2/23/2011

As the Operations Manager for Queen Appliance I am very aware of this particular complaint, even writing this response 8 months later. To start, we never intended for such a frustrating situation to occur, and we are sincerely sorry. Every time I read this review online, I regret how easily this problem could have been avoided. In the spirit of good business, however, it is only fair to address some of the facts. In the end, it turns out this refrigerator's ice maker simply needed to be pushed back into place more securely, which solved the problem entirely. As the dealer and installers, it is completely our fault for not checking this initially. To be fair, as this is something that comes pre-installed by GE, it is not something that NORMALLY needs to be checked. Sometimes you really do learn the hard way about the little things that can make a huge difference. However, the GE Service technician ALSO missed this crucial detail, yet he was the one diagnosing the problem after the complaint was made, which is why he thought to order new parts. When GE told our customer that the parts would be back ordered for at least a month, our general manager asked for 1 week to have the refrigerator completely fixed or we would take it back (which had been agreed upon). If every dealer took back every USED refrigerator each time an initial complaint was made, we would all be out of business. After 3 days we received numerous phone calls stating that we had not lived up to our promises. 3 days is not a week, but I do understand the sense of urgency. We managed to acquire all three parts: a new motherboard, a new power supply, and a new ice maker within a few days. None of which were actually needed. If only the GE technician cared as much about our customer as we do to look more closely... without his mis-diagnosis, this problem could have been resolved right away. We sent our OWN technician, rather than utilizing the free warranty service to diagnose the problem (and he arrived even after being involved in a car accident on the way to the house). We would have come sooner, but per the customer via many emails back and forth INSISTED ""DO NOT send anyone here if you DO NOT have all THREE parts."" We did as we were asked, and fixed the problem within minutes, without any parts needed. If only customers realized that most companies leave you to the manufacturer and their policies, which is not our standard practice in an emergency. Regarding the phone calls, we know that some days and weeks are busier than others, and it's never professional for customers to go to voice mail. Fortunately, I have a new, advanced phone system in the works, and we're all very excited for its launch! If anyone has trouble getting through, please, please email me at eric@queenappliance(dot)com. In the end, we don't want to squabble over silly details. The refrigerator's ice maker should have been installed properly from the beginning and we're all very relieved for the situation to have been resolved. We hope the $200 credit which you did eventually receive helped you understand that we truly do care, but more importantly, we're very sorry! more
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