- Report: #351053
Complaint Review: Franklin Industries LLC - Brooklyn New York
-
Author Confirmed
Why?
Franklin Industries LLC
4100 FIRST AVE Brooklyn, 11232 New York, U.S.A.
Phone:
718-499-0020
Web:
N/A
Categories:
Business Rating:
(0)
Tell us has your experience with this business or person been good?
Franklin Industries, LLC; Franklin Chef 10 months and no warranty fulfillment! Brooklyn New York
10 months and no resolution to my repair request (under warranty).
Please note that the times below are approximate. I'm not looking at my records as I write this.
I spent the first three months dealing with their incompetent repair service, who broke the machine further three times.
I then called their (outsourced) customer service center in Tennessee and talked to Flavus. He approved my using another repair company, and told me he'd send out the part immediately. A month later I asked him what was going on, and he looked up my case number and told me it was going to be 90 days until the part arrived. I told him that was unacceptable, and he told me I could fax in my receipt and then he would send me a new unit.
A month later and no reply. I called him again, and he said he didn't have any records of my fax, and that I should try it again. Two weeks later I called him again and he said corporate was working on it. He never would he give me any supervisor's contact information. I even sent an email to him, after he told me that he would forward it, asking for an immediate reply. No reply ever came.
Finally I called when he was on lunch and got someone else, who gave me his supervisor's contact number: Gale, the head of customer service.
I called her and she told me that she had never heard of my case! She also said they were not sending me a new unit, but rather the part. Furthermore, she was rude and curt; she would never let me finish a sentence, and wasn't even interested in hearing the full details of what I had been through. I still made her promise to look into what had happened all of this time.
Today, a week later, I call her, and she hasn't gotten a call back from Flavus. She can't even get her own employees to talk to her! She then told me that she's busy, and didn't have time to deal with this stuff, at which time I blew my top.
Please spread the word. Please speak out against this type of customer service. Save yourself the hassle and spend a few extra bucks on a different company's ice machine.
If you have any contact information for c-level people in this company, please contact me.
Brad
Berkeley, California
U.S.A.
Please note that the times below are approximate. I'm not looking at my records as I write this.
I spent the first three months dealing with their incompetent repair service, who broke the machine further three times.
I then called their (outsourced) customer service center in Tennessee and talked to Flavus. He approved my using another repair company, and told me he'd send out the part immediately. A month later I asked him what was going on, and he looked up my case number and told me it was going to be 90 days until the part arrived. I told him that was unacceptable, and he told me I could fax in my receipt and then he would send me a new unit.
A month later and no reply. I called him again, and he said he didn't have any records of my fax, and that I should try it again. Two weeks later I called him again and he said corporate was working on it. He never would he give me any supervisor's contact information. I even sent an email to him, after he told me that he would forward it, asking for an immediate reply. No reply ever came.
Finally I called when he was on lunch and got someone else, who gave me his supervisor's contact number: Gale, the head of customer service.
I called her and she told me that she had never heard of my case! She also said they were not sending me a new unit, but rather the part. Furthermore, she was rude and curt; she would never let me finish a sentence, and wasn't even interested in hearing the full details of what I had been through. I still made her promise to look into what had happened all of this time.
Today, a week later, I call her, and she hasn't gotten a call back from Flavus. She can't even get her own employees to talk to her! She then told me that she's busy, and didn't have time to deal with this stuff, at which time I blew my top.
Please spread the word. Please speak out against this type of customer service. Save yourself the hassle and spend a few extra bucks on a different company's ice machine.
If you have any contact information for c-level people in this company, please contact me.
Brad
Berkeley, California
U.S.A.
1 Updates & Rebuttals
Harry
Clifton,Virginia,
U.S.A.
Another unhappy camper
#2Consumer Comment
Sun, July 12, 2009
I bought a Franklin Chef Outdoor Beverage/Wine Cooler (model: FBC36 OD) on Feb. 18, 2007 from Compact Appliances, Inc (online). I paid almost $800 for it, but because it had a good solid, high-end name, I thought it would be worth the money. The cooler worked well initially but after only a little over a year (right after the overall warranty expired), one of the doors fogged up between the 2 glass pieces (Apr 08). After much hassle, the company did send me a new door, even though I had exceeded the 1-yr warranty. The 5-yr portion of the warranty only covers the compressor. Unfortunately, the door came with no decal over the control buttons on the door. None of the service people seemed to know how to get this overlay and to this day, the door has no markings over the buttons. Then, the entire unit failed in Nov 08 (compressor leaked out all freon apparently and it wouldn't cool at all). Thank goodness I caught it in time and none of the expensive wine was ruined. After much hassle again from the customer service people, they told me I had to get my own repairman to come to my house ($60). I did as they asked and the repairman told me that the compressor seals were bad and that the unit had no freon. After even more problems with Franklin customer service and the service company in my area retained by Franklin Industries, they did agree to send a new compressor to my home. Unfortunately, I had to remind them several times that I still had not received it. However, it did finally arrive and when I called the repair company (as instructed by the repair company), they informed me that they were mistaken and could not come out to install the compressor because the warranty only covered parts, not labor. Of course, when I called my own person to install the compressor, I was told that it will cost $675 for the install and freon-charging!! Outrageous! I had already paid $800 for the cooler and I wasn't going to pay another $675, on top of the $60 I had to pay for the original diagnostic service call. My person asked why they (Franklin industries) didn't just send me a new cooler when they knew the compressor was no good, since labor is going to almost exceed the cost of a new cooler. I was told that this service company never repairs a refrigerator or cooler with a bad compressor; just not worth it. So, here I sit with a brand-new compressor, a cooler that hasn't worked all year, and with no end in sight as to how to resolve this. I've written to the company urging them to make this right, but to no avail so far. I just sent another note to them today.
