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I bought a dishwasher from PC Richard&Son (Bridgewater/Somerville, NJ). The unit did not work on day 1 and I asked the store to replace it but they refused asking me to first call the service dept. Service technician acknowledged that the unit is defective and offered to try repairing it. But I asekd for replacement as it is brand new and just one week passed by. He directed me to go the store, but store refused to issue a replacement until unless service department add a statement stating the the unit needs repair and my comment saying the customets wants replacement. Again service dept. told me that they won't add any comment and that store should be able to issue replacement for the defective units if it is within 30 days of purchase (in my case it was not even a week).
This back and forth push back between two department left the problem unresolved and end of the day, it is me who is suffering and on the wait.
to make matters worst, PC Richard&Son service representative was very rude from the time I started explaining my problem, and cutting me off saying she would not even talk to me and that she would talk only to the store manager.
The matter remain unresolved and one dept. simply pushing things back to me other dept to something about the problem.
As a customer, I feel that I got sold a defective product with customer service does bother about the customer at all.
Need this unit replaced at NO cost to me.
The complaint has been investigated and resolved to the customer's satisfaction.
Sounds like Samsung should lose you as a customer.
Dear Dr.:
P.C. Richard & Son sells factory fresh merchandise and has done so for 101 years. Customers can also purchase "scratch and dent" clearance items which are sold "as is". By definition these are a return of some sort. However, this does not mean used. If a customer received a unit that appears used it should be returned immediately. Please contact us at [protected] and we will assist with the arrangements.
Sincerely,
P.C. Richard & Son
I do not have your information, so cannot be sure of the circumstances. However, I can say something out of the ordinary is going on here. We can usually provide service the next day or at least within 48 hours. Please contact us to get to the bottom of your situation. Do you live in our normal service area of NY, NJ, CT, PA? Are there any restrictions as to when we can come. You mentioned that you did not receive a call back. We have a system that tracks messages and get find out about that as well. We have been in business for 101 years because we do provide good service. Please contact us at [protected] and ask for Rick. I will personally make sure you are completely satisfied.
P.C. Richard & Son Service
I have SENT you, not send you. Sorry about that!
Hi Thomas:
Allison from P.C. Richard & Son here. I apologize for your inconvenience and would like to get in touch with you so we can handle the situation. I have send you a private message with an e-mail address. Please get back to us when you can. Thank you!
Sincerely,
Allison