A saga, but with a happy ending
Written: Dec 21 '05
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| Full Review |
I ordered a Broan kitchen hood from AJ Madison in mid November, after searching online for prices. I ordered over the phone; it was easy and they were nice. A week and half later, on the day that I was to receive shipment, the hour passed and I ended up calling the shipping company (not a name brand company), who tracked down the confused driver, and I received it. This was on a Friday and when my handyman came out after the weekend, we found that the motor was broken (via a simple electrical test).
Thus started my worries. We made repeated calls to AJ Madison. Ultimately, an independent serviceman was sent out, and he was shocked to see the hood still in the box (we just opened it). He too tested the motor and determined it was broken. He stated that he thought this hood might have been refurbished! He offered to order a replacement part, which could take months.
I called AJ Madison again (spoke with Irving, then Yudi), and I was told that Broan typically requires a second servicemen to come out and take a look. I stated emphatically that this was all unacceptable to me, as the item was new in the box, with a defective part, and days were ticking by. This is when I read some reviews and found some horror stories about people commonly receiving defective items, and poor/hostile customer service.
However, I quickly heard back from AJ Madison and was informed that Broan would send an entire blower assembly (which incorporates the part I needed) immediately, to arrive within 5 days. So much for the "second opinion" nonsens--this relieved me.
Sure enough, the assembly arrived ontime (from UPS), and I had the same serviceman install it (I wasn't going to touch it). It worked. My handyman mounted the hood in my kitchen and we were in business.
From the date of the order, to the time the hood was repaired (and immediately mounted), it was 23 days. Timeliness was thus a problem, but this service was free.
On the contrary to the horror stories I read, AJ Madison's customer service staff were helpful and responsive, with the exception of giving me the "second opinion" nonsense, which they quickly reversed. They obviously laid my problem at Broan's doorstep, but it worked out in the end.
Still, I will not shop there again, and the time delay would prevent me from recommending AJ Madison to others. I commend them for salvaging this problem, but they did ship me a broken item after all.
Recommended:
No
What product did you purchase or try to purchase? Broan kitchen hood vent
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Epinions.com ID:
wcpublius
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Reviews written: 1
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