Chadwick's & Hack's Appliance & Bbq

Not really sure how to respond. You posted anonymously so I cant check records for something that happened 3 or 4 years ago. Please provide your name and contact number so that we can follow up. Without any details I can only guess. If you self install any electronic part you risk damaging that part or the unit you are installing into. That is why there are no returns on electronic components of any kind. Below is a letter that we received from another client a couple of days ago who is happy to be identified, She is much more indicative of the performance of our team.

Good afternoon Gary,
This email is to commend one of your employees, Dillon Crawford, who answered my call from Ottawa this afternoon. He was most polite, friendly, helpful, responsive to all my questions and accommodating.
The lid of my Cuisinart DLC-7 Superpro broke this morning and I was asking if your company had replacement parts. He not only took the time to find the proper assembly parts for me, but checked that replacement parts instead of new ones were in very good condition so that I was able to purchase a new bowl. He informed me about the excellence of my Superpro model that I have owned for many years. When he said that he would return my call after verifying the condition of the used parts, he did so quickly as promised. He made me feel that my call was the most important part of his day although I realize that he has numerous requests in his daily work. He also was very efficient in packing the products so that I would receive them in a very timely manner-Monday!!!

The reason that I am so vehement about complimenting Dillon is that I have had numerous telephone experiences with rude, unhelpful people. It is refreshing to speak with a person as helpful and attentive as he was. His positive attitude will keep customers calling back for assistance and advice. Thanks again for training him so well and for his excellent representation of your company to consumers.

Yours truly,

Linda Mosley

Hi Mr.Miles,

First let me state that there are signs at the counter in three different places and on your invoice that you received that there are no returns on electrical parts. This policy is in place at almost all parts suppliers because NO supplier will accept return of electrical parts once they have been installed.

In your case our representative was correct in stating that if you self diagnose a service fault we can't be responsible if you do it incorrectly nor can we supply parts for you to "test" on your unit to determine what a fault is. We have clients all the time who bring us in their chargers for testing PRIOR to purchasing a battery. We test the charger at no cost to ascertain what the true fault may be.

That being said, the clerk who was dealing with you had asked you to wait a few moments while she checked to see if there was any solution for you. She had come to the office to see me and had to wait until I finished a phone call. We ascertained that the battery had not been used, and that it was not a special order. I instructed her to return the battery and order you a charger...which it appears was the part that you actually required and issue a credit note for the balance to spend anytime. By the time she went back you had left the store. We assumed that you had an errand to run and would have been back in touch later that day. She actually has a note to contact you on Saturday when she returns to speak with you.

We always try to work with our clients to find a solution but we also need a bit of time when that solution is outside policy. Sometimes those solutions may not be perfect but they have to meet the needs of our business and your needs as a client. We had felt that this was the best way to address both but you did not give us the opportunity to finish the conversation. Feel free to contact me directly via phone with any questions you may have.

Gary Green
General Manager
905-385-9274

Malcom, Thanks for taking the time to write. Our team makes every effort to listen to your needs and find the right product at the right price. Enjoy your new Weber grill for years to come!

Thanks very much Ms. W. We appreciate your kind words and wish you many years of enjoyment with your new grill.

Gary

Thanks Mr. R for your feedback. Sounds like we had a bit of a rough start with the delivery but in the end managed to get it right. Thanks again for trusting us with your purchase and giving us a chance to show that our service is the best. Based on our conversations earlier when we spoke about the delivery we have already coached our driver and will share your comments with the rest of the team.

Gary

Terrific to hear. I will pass your comments on to the team.

Gary