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Oreck Corporation Complaint - Poor Product Quality

Review by lgroup on 2008-02-02
We purchased a rebuilt Oreck Rinse-A-Matic carpet cleaner on line directly from Oreck in Feb. 2007. The first cleaner we received could not be used because the wheels kept falling off. There was a one year warranty on the purchase.We were told we had to return the defectice cleaner to Oreck and they would then send a replacement. We had to find a box large enough to hold the cleaner, package the cleaner for shipment and take it to a UPS store.

The next Rinse-A-Matic cleaner sent to us could not be used because it had a faulty power cord. It kept tripping our home's circuit breaker. We were instructed to take the cleaner to an Oreck retail store to be repaired. The Oreck store has had the cleaner since Dec. 29,2007, over 5 weeks. They can not get a power cord sent to them to repair the unit.

We contacted Oreck Customer Service to try to resolve the problem. We were informed that the one year warranty would expire on Feb. 12, 2007 and all they could do is send another replacement Rinse-A-Matic cleaner. They would not allow us to return the 2nd defective carpet cleaner and get a refund. Our option was to accept a replacement but there would not be a warranty on it after Feb. 12, 2007. We insisted we did not want to risk getting a 3rd defective Rinse-a-Matic Carpet Cleaner and not have a warranty. After 20 - 30 minutes of unpleasant discussion with Oreck Customer Service they grudingly offered to take back the Rinse-A-Matic carpet cleaner but would charge us a 30% re-stocking fee, which sounds like they intend to re-stock a defective Rinse-A-Matic carpet cleaner and send it to another customer.

We will never purchase another Oreck product. The Oreck Customer Service Department is one of the most difficult and customer unfriendly departments I have ever experienced.
Comments:1 Replies - Latest reply on 2008-04-22
Posted by Squidly on 2008-04-22:
I am truly sorry that you have had this experience. If you are still interested in correcting this problem, please, I invite you to send me an email to jgreenwell@oreck.com and I will do everything I can to ensure that you are satisfied with your Oreck experience, whether or not you intend to be an Oreck customer. I cannot imagine how you could have been treated in this manner, and this is certainly NOT the way we work at Oreck. We DO care very deeply about each and every one of our customers! Oreck Corporation has had to endure tremendous hardship over the past couple of years (since Katrina) including relocation of our entire organization, loss of 85% or our original employees and many other challenges. I can't help but think that perhaps in some way you got caught up in that mess and got the short end of the stick. Again, I would encourage you to contact me at any time and I will be more than happy to do what I can to ensure that your are satisfied. We strive for 100% satisfaction, and if there is someone (such as yourself) out there that is not 100% satisfied with our products or services, that is a problem that needs to be corrected!

- Sincerely,
Jeff Greenwell - Oreck Corporation

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