Edgestar And Compact Appliance Inferior Products, Refurbished Products sold as NEW Austin Texas

I have read your complaint and was sorry to see that your Edgestar wine cooler experienced a technical defect after a few months of use. All Edgestar wine coolers include a 90 day labor 1 year parts warranty which is listed on the retail websites for your review before you make your final purchasing decision. Since your initial problem occurred within the first 90 days Edgestar offered to pay to have the unit shipped back to their repair facility so it may be either repaired or replaced and shipped back to you. It would appear that you no longer had the boxes required to ship the product back to our repair facility. In this case, the customer is responsible for having the unit packed in a comparable manner so it will not incur shipping damage in transit. While I understand the expense and difficulties involved with having the unit packed for shipment that is a challenge incumbent with purchasing an item through the internet that includes a mail-in warranty.

Once we received your unit we decided it would be best to replace it with a brand new model. It would appear that the unit we shipped to you suffered some minor shipping damage during transit from what I have read in your complaint. We have very clear shipping damage policies in place to protect you so I am unsure what may have occurred if you reported the shipping damage to us within the specified time required for us to properly assist you.

The next report I see in our records occurred in June 2009 which is also the last month the parts warranty is in place for your unit. Our phone tech diagnosed the unit as best he could and sent the corresponding service parts to you free of charge. Please keep in mind that since you were well outside of the initial 90 day labor section of the warranty the best course of action would be to take the unit to a local service technician so we may be sure of exactly what is needed. If you choose to have the phone tech diagnose the unit for you they will do their best but it is challenging to troubleshoot without the unit actually present. Please keep in mind that many of the parts we supply will not include instructions as they are meant to be replaced by a certified expert and not the actual consumer. Deciding not to utilize a local service tech for repairs is your choice and we are happy to provide the parts directly to you if that is what you wish.

I personally recommend utilizing a local service tech so you may sure of exactly what part is needed and that the part is being replaced correctly. I understand that purchasing items that include a mail-in warranty can be challenging should you need to utilize the service agreement. I apologize for the inconvenience this has caused you and invite you to contact me directly with any further questions and concerns. bford@edgestar.com