Naples furniture store replaces switch, homeowner says

Naples furniture store replaces switch, homeowner says

Member complaint

I purchased a home entertainment center from Baer’s Furniture in Naples, Florida, last year. Soon after, an electrical pressure switch began to act erratically. I called Baer’s, and a technician examined it. He said he ordered a replacement part and it would take six to eight weeks to arrive.

After eight weeks with no word, I called to get an answer. They said they would speak with the manufacturer and call back, but never did.

After a couple more months, they finally said they would send another technician. He called to set up a time and said he was supposed to diagnose the problem, even though the other technician already had. I told him if he wasn’t bringing the replacement part, then he shouldn’t bother. He came anyway and said the manufacturer doesn’t make the unit or broken part anymore, so they can’t fix it.

I called Baer’s to request an exchange, but they said they wouldn’t because I purchased the unit more than three months ago. I said I started this process within three weeks of purchasing it, and they still declined to help. I just want them to fix the unit quickly or replace it.

Kenneth Gerus, Naples, Florida

Provider response

We received a service call for a lighting problem with the member’s entertainment center. A technician determined we needed to order parts to fix the issue. We ordered the parts, but were told later that the part was no longer available. We eventually did obtain the part. We have tried to schedule a time with the member, but have yet to hear back.

Customer service is very important to us, so we always try to resolve any issues in a timely manner.

Susan Dame, customer relations manager

Status

Resolved

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