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Merchant Member
2007-02-22
5/5
"Well It was all online.
No Customer service rep either on line or phone.
From typing to doorstep in 6 days, All the products arrived working though the exterior box took a beating and deep puncture(?)
Prices were great and there was no hassle in credit card nor delivery portions of the transaction.
Good Job as this was my first time at Newegg.
First impressions are lasting Impressions"
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2006-08-10
1/5
"I purchased a SOFTLINE Model washer/dryer unit on 22 Sep 2005 with a company extended warranty AFTER I was assured that repairs would be covered in my area of South Central Missouri.
In the ten months I have operated the machine it has broken three times.
1st was the power button.
THE PROCEDURE IS YOU LEAVE YOUR NAME AND NUMBER AND THE REPAIR CENTER CALLS YOU BACK. This time they called the next day Took two weeks from call to repair.The repair being done by a local repairman NOT Affiliated with Thor.
2nd Washer section "stuck" on certain portions . Called Thor service.FOUR WEEKS I get a phone call saying the local repair person would be out. fixed the washer knob by replacement.
A WEEK LATER I smelled something burning. IT's BEEN THREE WEEKS SINCE I MADE THE CALL TO THOR SERVICE.
NOTES*: THE SOFTLINE MODEL of THOR APPLIANCES looks like the HAIER AMERICA XQG65-85 and shares it's specifications.
My Softline has a decal back that states "Made in China". update:
4TH WEEK. No return call yet for a repair.
5TH WEEK no call from the service department.
6TH WEEK No Call yet.
22 AUG 06 Always fair: I'm reporting that THOR has contacted me stating that the LOCAL repair center will be contacting me to arrange for repairs.. WOW!
28 August:
Contacted the local repair center.
They have had some parts sent to them from Thor but no manuals or who the part is for. I pleaded to have them try to figure out how to repair the machine and one serviceman agreed to blind try it tomorrow as he doesn't know where the parts fit or how to get at them.
30 Aug FIXED!
*OK the repair person had a question. He called Service...... AND THEY RETURNED HIS CALL IN TEN MINUTES after ignoring my calls for a month
24 SEPTEMBER:
Broken again. Items are soaking wet
Called on the 23rd.
25 Sept: A PHONE CALL! Service talked at length about the problem and Has shipped the replacement parts out to the local repair center WHO has agreed to Fix it!
2 OCT: No phone call from the local repair center. Repairman is off today so will attempt to contact tomorrow.
03 Oct.Talked to the Local repairman. He can't come out as he states his Company was not paid for the previous two visits.
9 October:
Thor Rep sent me an email on the 3rd stating the repair company was looking into the payment problem and that he would "keep me informed".
13 Oct local repair gets check.
14 Oct Repair person replaces part... He goes home. I open to check on clothes sopping wet.
Called Thor Service
23 Oct: Nothing, Serviceman has new parts but has failed to show up. Now dry cycle wont spin tub and theres no heat. Left message at Thor Service. Time to replace this machine. See what happens next
24 Oct No return call from Thor. Talked to Local Tech. Thor has not returned his calls. He has parts but they won't do any good. It's a pressure restrictor and a piece of tubing that he already replaced but there was nothing wrong with the last piece WONT FIX NO HEAT NO DRUM ROTATION. THREE MONTHS DOWNTIME AND NO SUPPORT?
25 Oct: Still broken
4 NOV: Bad news Thor refuses to refund my money because it's over a year old though in August I had tried to get information on how to get refund (I Still have the sealed return receipt envelope dated 21 August 2006 and letter which their Burbank Office refused THREE TIMES TO SIGN FOR) but was promised in an email they could fix it.
NOW THAT THEY GOT PAST THAT DEADLINE. I'm stuck with a broken machine BUT I HAVE AN EXTENDED WARRANTY RIGHT? WRONG! They use SERVICEMASTER. Servicemaster was contacted by me. I told them it's still broken after three months they tell me THEY won't service it as they are an extended warranty service agency and IF IT WAS BROKEN DURING THE ORIGINAL MANUFACTURERS WARRANTY AND NOT REPAIRED THEY WONT WORK ON IT.
5 Nov: contact Missouri Attorney Generals Office.
6Nov: Pat from Thor Parts calls says he shipping parts to A new place 27 Miles away. "What Parts?" Same part that wasn't broken before. Told him of all the times it broke. So he says "I'm shipping you a new machine." What do you want me to do with the old one? Junk it. I'll email you when it leaves the warehouse. Hmmm some parts shipping guy making a decision like that, I got ANOTHER BAD FEELING on this.
8 Nov No email yet. Wonder if Pat still works there
10 Nov: Stay tuned! Shipping company will deliver "NEW" machine on 13th
14 Nov: New Machine in place and working. Letter to Customer service thanking them done and emailed. Anyone want the carcass of the old machine?"
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2006-04-16
1/5
"I have an RMA and even though I had 1 Yr onsite I decided rather than do the Where is the refund on the broken motherboard I sent the system back for ANOTHER motherboard replacement. No response to my queries on it's repair status using their automated form no replies to any emails to them AND THE PHONE SERVICE is an average of 42 minutes. The two times I have connected I get as far as "My RMA number is" Then I get click and nothing. nO return phone calls no answer to my emails just that they have received my broken system. After that I have to wonder as they no longer carry that brand of Motherboard.; So Are they going to give me a rebuilt cheaper one or a new cheaper one from another supplier? I ask these questions and I have no answers
Update Dave and Matt stated they would have the system repaired... 3 Dec Nope...
Nothing, no responses, no answering the phones, no replies to emails, thier own RMA query form.
NOTHING!"
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