▶ Your Answer : Dear Sir or Madam,
I recently bought a coffee machine from one of your shops, which is located in Braddon. The machine, however, failed to provide hot water. Despite the call I made to the customer service reagarding this problem, there was no appropriate response from your your shop. I am wrtiting latter to claim full-refund.
It was a couple of weeks ago when I purchased 'Espresso Iberita'. Even though I have correctly follow the instruction from the installation guide, the machine could not heat up the water to extract a coffee. I suspect that there is a flaw in the pressure pump as well as the boiling pipe. Since this is a vital issue for the coffee machine, I made immediate call to the store.
The lady who answered the phone was not professional at all, rather rude and defensive. As an example, she refused that the shop has no responsibilty but the main brand store is liable for the faulty products. So, I called up Neste customer centre to assure the fact the lady gave me, which turned out as a wrong information.
Your customer service declined my request to replace or to fix the good, instead, mislead the customer with the wrong information. I have walk through your company's customer policy. It is cleary stated that if any purchased products from the shop is faulty, consumer may claim full-refund within 3 weeks. In the respect of this statement, I am requesting for the full amount of refund. Additonally, please do train your staff regulary so that they do not provide wrong information.
Thank you for the attention regarding this problem. I look foward to your promt response.
Yours faithfully, Eric |