LivingDirect.com, Compactappliance.com Rick Lundbom CEO Bought washer/dryer combo unit for $1,000 - brand new didn't work at all - company giving me a hard time in asking for replacement Internet

I have reviewed the customer's complaint and account records and found the following:

Compact Appliance is aware of this customer's situation related to the leaky water valve on her newly received laundry unit and our service supervisor, Rudy, has been working directly with her to rectify the problem.  Our understanding from phone conversations with the customer is that there is a leaking issue related to the cold water valve of the unit's hose connection.  As with any threaded water connection there may be times when you will need to employ "plumber's tape" to secure the seal when connecting a faucet or hose.  This does not necessarily indicate a defect with the unit.  We did suggest that the customer attempt this quick fix but she indicated that she did not feel comfortable applying the tape.  We understand that everyone has a different comfort level related to installation so we suggested the next best course of action given that the unit was already installed in her location and she had disposed of all original packaging. Our next suggestion was to have a certified Equator service rep visit her location and either apply the tape for her to the faucet or switch out the water valve on the unit.  The service visit would be free of charge as the unit is under warranty.  We took steps to arrange the service visit for the customer and it was to occur on Wednesday, February 10th.  We spoke to the customer today (2/11) to confirm if the visit took place and if the leak had been fixed and she indicated that she had rescheduled the visit for Saturday.  We will be checking in again with her on Monday to verify if the service visit took place as planned and if the problem has been corrected.

Please know that we understand how frustrating it can be to receive an item and have it not perform as designed right out of the box.  With items such as laundry units installation concerns come into play which are not always related to a defective unit.  This is why we ask that a service technician review the unit (free of charge) as more often than not a solution is found and the problem corrected negating any need for the customer to repack the unit or wait for a replacement unit to arrive.  Compact Appliance will continue to assist this customer as needed to ensure they ultimately end up with a working unit in a timely manner.

In summary, we have assured this customer that we will make certain she has a working unit and have stepped in and arranged the service visit on her behalf which she chose to reschedule.  We will continue to assist her until the problem is fully resolved and our service supervisor has made himself available to speak with her any time she wishes to contact him.

Brian Ford
Director of Customer Relations
Living Direct, Inc.
bford@LivingDirect.com