ComplaintsforGlobe Food Equipment Co.

• Initial Complaint

  06/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In our business, we bought 2 Grobe Slicer Machines in October 2021. At the time, it was difficult to buy things during the pandemic. Our restaurant opened in February 2022, and then we discovered that there was a problem with the slice machine. In 2022, the same problem was repaired more than once, It takes a very long time to repair. On March 10, 2023, I requested repair for the same problem again, but it has not been repaired until now (June 7). I have over 10 phone calls and emails with **** Phillips.(866 260 0522) He said that he would consult with the manager and solve it, but he has not been contacted for 3 months. Every time I call, they just ask for the serial number and what the problem is, like a new problem. In fact, I've hardly ever used those two slicers machine. Unavailable. It's because it takes a long time to repair, and the repair doesn't work properly. Now it's nearing the end of the warranty period, but it seems to be running out of time. I have all the email records sent and received with **** ******** from March 10, 2023, and I sent all the problems and videos and photos through email. I think there is a problem with not repairing it for more than 3 months when the warranty is almost over. Please replace or properly repair this defective product that has been unusable due to the same problem three or more times. please please slicer serial number ************* *************

  Business response

  07/10/2023

  *******,

   

  Regarding the filed complaint, Globe issued a work ticket for each of the two units and Burney’s Comm. Service (Warranty Servicer) picked up both the units and took them to their repair shop. We spoke to Burney’s today and he has one of the slicers done and the other one the part came in this morning and his technician will either have it done this afternoon or first thing tomorrow. He will then return both slicers to the customer’s location by Wednesday.

   

  We reiterated to Burney’s to remind the customer that only one of the slicers, S13-16-000115.S13-16, was to be used to cut frozen product. The other unit S13-00-002658.S13 is not designed to be used with frozen produce. When we first got the complaint, we talked to Sean (contact person) at the restaurant and made sure he understood that only the one slicer was to be used with frozen product not both of them.  We suspect operators were using the nonfrozen model to attempt to slice frozen product.

   

  Please let me know if you have any questions.

   

  Thank you

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