Eric Soloff here, Operations Manager of Queen Appliance. We shared your frustration with the warranty company and are so sorry to have passed you off onto them! Since your post, we noticed a lot of similar complaints (from both customers and our own internal staff) and therefore have successfully and happily switched to a more responsible and responsive extended warranty company. We hate waiting on hold to be greeted by unprofessional representatives, so I know you do too!
In addition, we have developed an extremely close relationship with an amazingly talented local service company who we always recommend when possible. This allows all of our customers to receive prioritized treatment and also allows us to help with your service call scheduling if you prefer. The difference has been a breath of fresh air in what used to be a stressful situation for everyone involved.
Lastly, our Scratch & Dent appliances (one segment of the appliances we sell) are purchased by us as brand new appliances with full manufacturer's warranty. If one is a lemon, we are upset also, because we bought it with the understanding that they are in perfect working condition. However, we now spot check and test these brand new appliances anyways to help minimize issues such as the one above. It sounds like the situation described above happened during the extended warranty period, which means at least 1 year after the purchase (sounds like 3). Unfortunately, appliances with or without dents can have service issues, as they are all machines, however we learned the hard way that we need to have a closer involvement with our customer's struggles! Today, our newly created position of Customer Service Manager handles each service issue personally and is readily available. I know we've let you down, and hope that our reputation as a family business who cares can be restored.
To this customer, I'm extremely sorry, and I'd be very interested to get more information so I understand the situation even better (contact me at eric@queenappliance . com)! Years later, I certainly hope that everything was resolved, but I hope we don't have to put another customer through the same type of experience.
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