Fired up over faulty high-end grill.
Mitch Cherniack, Boston
AFor $6,000 you would expect a grill to work. Heck, you'd expect that even if you paid $150.
We've talked a lot about defective products lately and the obligation the seller has in Massachusetts to refund, repair or replace it. In this case the seller, a Florida-based company, passed the problem to the manufacturer. After a very slight nudge, the logjam holding up your replacement was broken, and the issue of paying for the repairs solved.
"Resolving the issues with Mr. Cherniack's Fire Magic grill has taken too long, and for that we apologize,'' said Leslie S. Bortz, president of RH Peterson. "After several attempts to fix the grill with new parts were not successful, we made the decision to send Mr. Cherniack a new grill. The paperwork to do that has been processed and the grill will be sent from our factory this week. We have also let Mr. Cherniack know that we will cover his expenses for the service work and the installation of the new grill.''
Sometimes, a consumer just needs a little help to be heard. If only every company I dealt was with so agreeable. Whether it's using social networking, a consumer agency, a consumer advocate or the Better Business Bureau, amplifying your voice can help get the message to the right people.
Mitch Lipka of Worcester is a nationally known consumer columnist and runs TheConsumerChronicle.com. Email him at ConsumerNews@Aol.com.