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
7 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.
Productbeoordelingen
Product
Fansonline
7 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.
Onze onafhankelijke prijzen erkennen de topmerken op het gebied van klantenservice. De winnaars worden bepaald op basis van de beoordelingen die ze van hun klanten krijgen.
We verzamelen onafhankelijk feedback namens de bedrijven die met ons samenwerken. Ons platform benadert alleen geverifieerde kopers, dus je kunt er zeker van zijn dat je beoordelingen van echte klanten leest.
Alleen klanten met een aankoopbewijs kunnen een Feefo-beoordeling achterlaten. We zorgen hiervoor door kopers direct na hun aankoop te benaderen.
We controleren of beoordelingen van echte klanten zijn door ze te koppelen aan een verkoop of transactie. Mensen worden alleen uitgenodigd om een beoordeling achter te laten na een aankoop bij het bedrijf.
We controleren of beoordelingen van echte klanten zijn door ze te koppelen aan een verkoop of transactie. Mensen worden alleen uitgenodigd om een beoordeling achter te laten na een aankoop bij het bedrijf.
