page edited: Friday, October 16, 2009
Problems related to handling of requested replacement of above named air conditioner.
December 19th., 2007:
This is ridiculous, because I will not send the cut out of the model and serial number in case it is lost anywhere. Then I would have no proof at all that I had received the machine. Except for the red receipt, but that too I will not send out.
The lady at Haier would not believe that there was no serial number on the actual air conditioner. This is the basic flaw with the argument, because I cannot even go to a Home Depot store on terra firma, to show them that that was how it was delivered. One has to go through the aether for sales and delivery problems. Given that, how is it that Haier wonít allow the same? I am providing proof on my URL, and I canít see how that can be rejected. After all, if it were false I could be sued.
This is the letter, as it was addressed:
Or contact us at:
The URL, once again, because, as you may remember, no email with attachments can reach your company, for all of the pertinent information is here: http://mattoid.com/data/odds/haier_hwv10xc5.htm
I do hope that this situation can be sorted out properly. This is an unconscionable length of time with too many repetitious requests.
Christmas, anyway, to you and yours.
Ari Aviram [mailto:firstname.lastname@example.org]
Please let me
Tuesday, January 22nd., 2008: Here is the response I sent regarding the reply to an email about why nothing has progressed:
If you recall, it was months ago that I sent in the information together with the electrical cable by mail in the first place. It never reached the corporate offices.
Then they sent me letters that were incorrectly addressed. Only one reached me. How can one trust such incompetence?
Thatís why I have placed information on the web: again, months ago.
The whole scenario is ridiculous. How did I order and how did I receive confirmation in the first place? Via the Internet from Home Depot.
If the Home Depot website can send information, that is recognised by law, to me as verification, why cannot your corporate people?
The information given on my website is valid, and it is real.
This is a demonstrable failing of your companyís policy.
That means that I shall, unless Haier corporate facilitates this ticket immediately, now approach the BBB re Haier, Home Depotís web site (http://homedepot.ca) and the corporate Home Depot (physical) to further my complaint.
I shall also consider contacting a lawyer. They might like the situation, smelling as it does of money for them.
I never knew of a phone call. I donít deal by phone because of constant scammers, and the fact that my increasingly deaf father cannot take messages easily and such often messes up communications.
The web is real, and the information on my website is equally so. The information that is clearly seen there can be downloaded in full colour, exactly as the items have been received and scanned in.
Haier needs to understand these facts and deal with them honourably.
According to the documentation that is on your ticket, a supervisor from our call center escalation team left a message on your voice mail (at 613-237-1848) on 1/6/08 stating that you need to send in the info that our corporate warranty exchange department requested in the letter that was mailed out to you. As the letter stated, the info cannot be e-mailed; it must be mailed (via postal mail) to corporate.
I do apologize if you did not receive this voice mail message of 1/6/08. This is where the issue stands currently. If you would like to discuss this matter further, please contact the Haier corporate office at: 800-461-8890.
Ari Aviram [mailto:email@example.com]
Your message to: firstname.lastname@example.org was blocked by our Spam Firewall. The email you sent with the following subject has NOT BEEN DELIVERED:
Subject: RE: 378315, 1/6/08 voice mail, HWV10XC5
What is the problem with
this company. One cannot reply?
Wednesday, January 23rd., 2008: Found the Home Depot 1-800 number on the Web. Talked with a representative and obtained a file number, 66004, relative to this scenario. Gave the representative this URL, which she saw, and accepted that the documentation is meaningful.
If Haier can accept an email from Home
Depot ordering the air conditioner that is to be sent to my address, that is
yet one more reason for accepting the reality of the information
given on this web page.
A little later: another phone call from Home Depot. Haier have agreed to replace the unit, as long as I take photographs of the machine, currently in storage with halved cable. This is simply to prove there were no labels. We'll see, won't we?
Somewhat tongue in cheek, I wonder if they'll have a problem if they can't believe that images can be manipulated!! Not that I would, of course, but requiring images to be sent them that are either digital or scanned in is illogical considering everyone has image software. Photoshop, anyone?
Data will be sent to their corporate address, and a phone call made to confirm it was sent. When I can collect the images, that is: I bought a multiple digital card reader. Alas, the old digital camera I discovered in a storage box has a card that won't fit in the reader. Will have to take old-fashioned pictures and have them developed. Rats!!
Thursday, January 24th., 2008: Took an old 35mm camera down to my storage, and managed to take some photographs of the faulty air conditioner. Will need to have them processed, then scan them in for transmission to Haier. They will also appear here. There was, on yet another inspection, no sticker on the box whatever. I found out by reading between the lines in the guff from Haier that it is a pull off label. I'm not surprised that it's missing, especially given the state of the constituents of the machine. One would have thought that if it was that important it would be attached in a secure way to ensure integrity.
Saturday, February 2nd., 2008: Awaiting
notification of availability of photos from developer on Bank
Street. There will be a CD, as well, so that sending evidence should
Monday, February 4th., 2008: Another set back. The film I took in turned out to be blank. That, I seriously doubt, but who will ever know? So, tomorrow I shall try to find a card reader suitable for an oldish Olympus digital camera I have. Then, I can go down to storage and retake all of the shots. What a waste of time. If the people at Haier had any decency, then I should have had the replacement air conditioner here months ago. Trustworthy/trusting group, not.
Wednesday, February 6th., 2008: Took the photographs this morning. Cut myself yet again on the edges of this air conditioner. Here they are (click for full size, rotate where necessary):
Found the phone number I'd taken from the Home Depot supervisor, Niki, was wrong. I had a five where a nine was correct. I changed that in the line further up the page. Other images that were emailed can be found further down the page. As I mentioned in the email, all of these details have been available here for months. Except, that is, for the line of images above.
Wednesday, March 5th., 2008: Note the time gone by since I sent all of the necessary data to Haier, and the fact that they have not told me when I will be receiving the replacement. I have, therefore, phoned Home Depot and talked to them about this and was told that Haier phones were busy, but that HD would expect Haier to contact me by email. When, I wonder?
Shoddy, shoddy, shoddy, all of it: quality, customer service, representation of goods, inability to believe the facts.
Monday, March 17th., 2008: Phoned HomeDepo.ca, and they transferred me to Haier. The lady there told me that they had sent a letter to me requesting a copy of the sales receipt. I had not received the letter: but given that the sale was over the internet, the receipt from Home Depot came via email. All of this was sent to Haier together with the above images.
After some discussion, I was told that the air conditioner would be replaced and would be sent to reach me within 7-10 business days. The bated breath scenario, ha!
Thursday, March 27th., 2008: A delivery today of a large cardboard box by FedEx: in it was the replacement air conditioner. It will sit in a corner until I have time to deal with it. Soon, however, since I must ensure that it works correctly. I have a couple of other matters that need clarification before I can handle the installation of this beastie.
End of dateline, below are the details, including
emails, etc., to and fro.
The following are the relevant facts:
Note that the air conditioner was not installed immediately on arrival.
The Haier air conditioner was installed early in August. Faulty from the
Emails to Haier, or their PR/CR department in Ohio, always bounce if forwarded with the Home Depot details (shown below). The cure that was promised by Haier has never materialised, hence this page.
Images related to purchase of air conditioner:
Scanned image of label cut from cardboard container;
and that's probably my blood smear:
ScanJet IIc copy of customer copy of proof of delivery:
Screen Seize images of emails received from Home Depot:
Order confirmation email:
Home Depot shipped email, in three parts:
Back to Time Line 2007, or, The Knocker