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Complaint Details
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Initial Complaint
11/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We purchased (2) Amba - Polished Radiant Straight (RWH-SP) they keep failing and no longer warm properly. They have ceased warming in April 2024. We have been trying to get assistance from **** unsuccessfully. They do not reply to emails or phone call.
Business response
11/25/2024
Hi Ilan -
We originally received a warranty claim from you in July of 2022 after purchasing a towel warmer through ********* in June of 2021. We replaced the towel warmer under the 2 year warranty terms that the product carries, which would have expired in June 2023. From our records, we do not see any other inquiries from you that fell within the original warranty of the product. If you did submit another inquiry within the original warranty period, please provide documentation so we can address this and take action.
Customer response
11/25/2024
Complaint: 22565411
I have followed up repeatedly by email. Please check emails from ************* to *******************************************************, **** ********, and ****************************************************************.Please explain why these fail every 8-12 months; and why your team refuses to respond to our phone calls and emails. We are far from the only consumers experiencing this. All the reviews we can find publicly on Lowes, *********, ****** and other websites that carry you say the same. However, your sales team claims they should last 5 yrs. We expect this to be replaced and for you to respond to our emails.
Sincerely,
**** ***********Business response
12/02/2024
Hello -
We have received your request for a warranty replacement for your towel warmers. However, unfortunately it is beyond the 2-year warranty terms that are offered on these products. Our team can only act within the scope of the warranty coverage on the product, just like any other product. If your car comes with a 10k mile warranty and you have an issue with something at ****** miles, the car company is not going to fulfill a warranty claim since you are beyond the warranty coverage.
Our team has responded to your calls and emails. We have explained what options were on the table for you. Replacing the towel warmer at no cost under the warranty is not one of them. Despite this, you continue to demand that we replace the towel warmers, free of charge, for you. It is bordering on harassment with how much you have been contacting our employees.
Lastly, if you look at the product ratings, you will see the 1star and 2star ratings are the exception.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.
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