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3.9

Customer service reps are rude, insulting, disrespectful, arrogant and belittling and the company does not seem to care. After I asked a question about my product, I received an email reply which included several put-downs and ended by telling me "no one in their right mind would" ask the question.On June 8 I mailed a letter of complaint to the company's corporate CEO and have not received a response. I was happy with my product but will never buy from this company again.This is that letter:

Mr. Rick Lundbom, CEOLiving Direct, Inc.500 N. Capital of Texas HwyBuilding 5Austin, Texas 78746

Dear Mr. Lundbom, RE: Customer Service Issue

I think you should be aware of the level of customer support your employees are giving. I have had a portable air conditioner, model AP14001HS, for a couple of years. I am very happy with it.

It has always needed to be drained from the drain hole which, as you know, is at the bottom of the machine with very little clearance from the floor. I put a rolling cart under the machine so I could move it enough to drain the water more easily into a container. The cart raised the drain plug enough to use a shallow container which had to be emptied two to three times to completely drain it..

My nephew offered to build me a rolling stand since I can no longer use the cart. I wanted to give him dimensions which would make the machine sit high enough to use a container the size that could hold all the drain water when it was full.

So, I called your Customer Service number and asked how many ounces/liters/gallons the reservoir held. That way I would know what size container I would need and know the correct height needed for ease of draining it. Your Customer Service representative said he didn't know and couldn't find out; that information was not available.

I then sent an email to Customer Service saying I was disappointed with the answer I received. Today I received my email reply, copied and pasted here:

Hello, Thanks for contacting EdgeStar. In response to your inquiry: The unit has a shallow base that is also used a reservoir. We don't have the exact volume to give you, only an estimate. Base of the unit will hold a couple cups of water. This information is not important for anything. It does not matter how much water the unit holds. It is designed to expel moisture through the exhaust hose or through a drain hole. If your unit shuts off because it is full, you will need to manually drain from drain port, or connect a rubber tubing to the back and drain the unit by gravity.This unit was not meant to hold water. You will have bacteria and mold if there is a significant amount of water left inside the AC. I hope you can understand after this explanation.Attached is a diagram of what the base looks like. No one in their right mind would spend time to calculate its volume.Thanks.Regards,Pete OlsonEdgeStar Technical Support service@***.com866-319-****

I think I asked a legitimate question of your company and I still find it surprising that there are no specifications for the water reservoir. I cannot begin to express all the feelings I had after reading this response. First, the reservoir holds more than a "couple of cups of water". The paragraph about leaving the water in it is the reason I want to be able to easily drain it and I think I do "understand" .

Also being told that "No one in their right mind would ....." is insulting and disrespectful. I am shocked and appalled at the arrogance of this reply and felt it necessary to make you aware of the level of service your customer service representatives are giving.

I think I asked a legitimate question of your company and I still find it surprising that there are no specifications for the water reservoir. I cannot begin to express all the feelings I had after reading this response. First, the reservoir holds more than a "couple of cups of water". The paragraph about leaving the water in it is the reason I want to be able to easily drain it and I think I do "understand" .

Also being told that "No one in their right mind would ....." is insulting and disrespectful. I am shocked and appalled at the arrogance of this reply and felt it necessary to make you aware of the level of service your customer service representatives are giving.

Reason of review: Poor customer service.

EdgeStar Pros: Product.

EdgeStar Cons: Customer service.

Location: Dearborn, Michigan

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