Posted by ?
Your customer service is very bad. I called because a hot water dispenser I purchased did not fit, despite the fact that the product specifications said that it required a 1.25 inch to 1.5 inch counter hole. Our hole was 1.38 so naturally we assumed it would fit and purchased the product and had a plumber come to install it. The black sleeve did not fit and a call to customer service did not help. The first rep, Carla, simply kept insisting we needed a 1 1/2 inch hole. I pointed out that their website said otherwise and asked for a technician to come out and install it. She said the extra warranty I purchased did not cover installation. I asked to speak to her supervisor. Ken, the supervisor came on and was quite patronizing. I pointed out that the product specifications were wrong and he asked where I seen them. I said on their amazon site and he said they were not responsible for products purchased on amazon. I then said it was on their insinkerator website and he had me show him where I had seen this after walking him page by page to the website. When I pointed out the samee in formation on the insinkerator website he said that further instructions were in the manual on page 6 par c. I pointed out that I didn't have the manual when I purchased the product and he said they couldn't be responsible for every little exception in the product description. I again asked for a refund, but they said they didn't handle refunds. I then asked for someone to come and install the product and he repeated what Carla said. He said I should have my plumber drill a bigger hole and I told him that plumbers don't do this, that we needed to get a granite fabricator to do that job for a lot more money. He said he couldn't help and one of those insincere apologies. The only thing insinkerator has going for it against cheaper models is its reputation based on perceived quality. But when your customer service does not acknowledge that a customer has a legitimate complaint, and that the product specifications are misleading, and cannot offer any remedy, then this company is due to eventually fail. There is no accountability between your product, your customer information, and your service. They also would not provide me their last name despite asking me for my name, address etc. Also, other reviews on amazon suggested people have had this problem, or problems with parts missing from the installation kit.