On April 18th I purchased a refurbished GE air conditioner (5200 BTU) from Cummins Tools traveling tools show when it came to Alexandria Bay, NY.
Sometime during the third week of May I attempted to assemble the item I ran into a problem. The sliding side panels that came packed with the unit were both of the same side, I had received two right hand sides (when facing the unit) and no left. The sides are identifiable from the front of the unit with a raised edge along the top.
I attempted calling the company several times at the phone listed on the warranty but never got through due to a busy signal or nobody ansering. I then did a web search and found a customer service e-mail link through their website. I went an e-mail explaining the situation and got a response to call another number.
On May 28th I called and an operator transfered my call to a parts technician named Rodger. I explained the situation to him and he said that he would get the part sent out from their warehouse as soon as possible. At this time I gave him all the information concerning the transaction.
On June 11th I called back and spoke to an operator to inquire about the shipment of the part. She just said that I should expect it to be about 2-4 weeks for delivery of any parts.
On June 25th I called back again and the operator transfered my call to Rodger. I asked why I hadn't received the part he said that the part wasn't in stock in their warehouse until now. He then guarenteed that it would be shipped out that afternoon or the following day. I told him then that I would be really upset if it wasn't sent and received since he was putting his word on its' delivery. He resassured me and said that it would be delivered in about a week.
On July 3rd (12:26am), I sent an e-mail to the customer service address I had explaining the entire situation again from start to finish. I also explained that since it was now July and I couldn't use the air conditioner I had purchased in April that I would like a refund in full unless they were able to get me the proper parts to make it fully operational. I also asked that they send UPS call tags to arrange shipment back to them.
Later that morning I received a response to the e-mail from Dave Nichols. He apologized for the delay and said that the part was shipped on June 30th and that I should receive it later that day.
The part had arrived by the time I came home from work. Unfortunately when I opened up the package I was stunned to see the same identical part. I now have three right sliding side panels and no left ones. Worst yet the east coast is having a heat wave and I still can't use this thing.
I sent out another e-mail and was told to call the phone number back and ask for Dave. I called back three times before the call got through (one busy, one no answer.) I was told that Dave was at lunch so I left a message asking him to contact me. He never did.
At this point I'd still like them to pick it up and give me my money back. I can't understand why they can't honor their word or back the product they sell. What makes this worse is the fact that the exact same make and model, brand new, not refurbished, is currently selling at Sam's Club for around $15 less than what I paid for it.
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