Regardless of what option I chose, we shouldn't be out of pocket.
We had a photographer coming to take photos of the house & just wanted it to be fixed ASAP, it wasn't our fault the fan was faulty.
Product
Fansonline
2 months ago
We’re sorry to hear that you were unhappy with your experience and appreciate you sharing your feedback.
When you first contacted us regarding the issue with the fan after installation, we advised that the manufacturer, Hunter Pacific, provides an in-home warranty service for installed products. This service would have arranged for an authorised technician to attend, inspect the fan, and if a fault was confirmed, replace the unit and cover the associated service costs in line with their warranty process.
As discussed in our emails, this option is specifically designed to avoid customers being out of pocket for additional electrician costs once a fan has already been installed.
However, you advised that you preferred not to proceed with the manufacturer’s in-home service and instead chose to have the fan removed and returned to us for a refund so you could purchase a different fan through your electrician. Once the fan was returned to us, we processed the refund for the product in accordance with our returns process.
We certainly understand that the situation was frustrating, and we did try to provide the option that would have minimised your additional costs. Unfortunately, electrician charges arranged independently are not something we’re able to reimburse when the manufacturer’s warranty process is declined.
If you would still like us to assist further or discuss the matter, please feel free to contact our team and we would be happy to help.
Product reviews
Product
Fansonline
2 months ago
We’re sorry to hear that you were unhappy with your experience and appreciate you sharing your feedback.
When you first contacted us regarding the issue with the fan after installation, we advised that the manufacturer, Hunter Pacific, provides an in-home warranty service for installed products. This service would have arranged for an authorised technician to attend, inspect the fan, and if a fault was confirmed, replace the unit and cover the associated service costs in line with their warranty process.
As discussed in our emails, this option is specifically designed to avoid customers being out of pocket for additional electrician costs once a fan has already been installed.
However, you advised that you preferred not to proceed with the manufacturer’s in-home service and instead chose to have the fan removed and returned to us for a refund so you could purchase a different fan through your electrician. Once the fan was returned to us, we processed the refund for the product in accordance with our returns process.
We certainly understand that the situation was frustrating, and we did try to provide the option that would have minimised your additional costs. Unfortunately, electrician charges arranged independently are not something we’re able to reimburse when the manufacturer’s warranty process is declined.
If you would still like us to assist further or discuss the matter, please feel free to contact our team and we would be happy to help.
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