global appliances inc.

Customer Russ Seekatz has placed two orders through our web-store.

The very first order for range hood KA-123-CS with extension was placed on 6/25/15 and was delivered on 07/01/15 by freight shipping carrier. On 11/10/15 customer contacted us regarding the damage. He was fully agreed with our explanation of returns and damages policy time frame that he missed the required for damage claim reporting time. That's why he placed the second order on 11/10/2015 for exactly the same range hood model KA-123-CS without extension. This order was delivered slightly damaged to his home on 11/16/15.
Customer informed us and freight shipping carrier: he refused the delivery and did not sign the BOL document. We filed a claim with the shipping insurance carrier and shipped out a bran new range hood to the customer in question. He received the new range hood on 11/23/15 in perfect condition, signed the delivery BOL and currently has it in his possession.
The charge back was initiated by the customer complain and was resolved in our Global Appliances Inc. favor.
We do handle situations with damaged units immediatelly - we open claim with freight carrier and ship the new replacement unit to customer as soon as claim is accepted and processed. Even we loose our money we always help customers and never have complains regarding this matter till Russ Seekatz order. Russ Seekatz did not report the damage in time and we were unable to file claim according to our policy ( which is clearly displayed on our website.) He placed his second order for new unit because he was agreed that it was his fault in not informing damage in timely basis. He intensively ignored the time sensitive factor in the damage claim process. He refused our technician's offer to come over with installation help.
We did try our best to avoid this nasty situation, but even customer is always right, it should be in accordance with our store policy.

Sincerely,
Global Appliances Inc.