ComplaintsforCocoplum Appliances

• Initial Complaint

  12/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is in regard to the purchase of a F&P 30 induction range that I paid $5500.00 for. It didnt include a proper power cord for it. It has a 4 prong power cord that doesn't adapt to what 95% of what all homes have - 3 prong 220 outlets. They hide this important piece of info so they can sell more of these ********** appliances. So youre faced with having to rewire all the way to the fuse box to change from a 3 to 4 prong outlet for it to work. You will void the warranty if you don't. The manual states No Alterations in the install instructions. Local codes require the homeowner to adapt the outlet to the installed power cord. Cocoplum told me they werent sure if the appliance came with a power cord and told me I should buy a 3 prong just in case. Trickery.If you try to adapt a 3 prong outlet to the range they don't make or procure low profile plugs for the stove. So the stove juts out from the wall 3" due to the 2 1/2 to 3" GFCI 3 or 4 prong plug that the stove backs up to, presenting a safety hazard. The store doesnt sell the needed low profile 3 or 4 prong power cord and F&P HQ will not tell you if they have them to sell as parts. They tell you to check local hardware stores, who of course don't have adaptable parts for an ********** appliance.This is the dirty little secret Cocoplum hides from you as they continue to sell these appliances. The store doesn't have an installer, and F&P doesn't have a repair person for the ***********, so the warranty is useless. Ive been dealing with this issue since the delivery of this appliance, which came unpackaged and damaged.When you contact AU customer service or their parts ****** they hang up on you when they can't or refuse to answer a Q. There is no contact with supervisors, an escalations **** or tech support. The store salesperson ********************* laughs at, mocks me, and hangs up when I dare to question how this was handled. An unscrupulous liar who cheated and lied to me throughout. Pls help.

  Business response

  12/12/2022

  **************** purchased a range along with other appliances from us about 2 years ago as part of a home renovation project. As part of her project, she was having extensive plumbing and electrical work done to her home to accommodate these new appliances. We discovered about 2 months ago that she had not had the electrical outlet changed to the manufacturer required 4 prong receptacle. We reached out to *******************, on her behalf and request, who advised she could use a 3 prong cord, which we gave to **************** at no charge. All documents related to installation are provided with the appliances, and are also available at any time on our website. The manufacturer doesn't offer a "flat" plug, and we cannot advise she use anything that might void her warranty. It is important that these are installed to manufacturer specifications.  All appliances were delivered to ******************** home with her present. She wanted the appliances all brought into the house in boxes - which we were happy to comply with, except for the range, which simply doesn't fit through the doorway in a box. We unboxed with **************** supervising on site, brought inside her home, and re-wrapped the range at her request, as it was going to sit in her home for some time while the renovation, plumbing, and electrical work was being done, and this would prevent dust buildup. There was no damage notated at time of delivery. Several employees have spoken with **************** and explained the reason she cannot push her range back. Unfortunately, there is nothing further we can do at this time. **************** needs to have the proper electrical work done in accordance with manufacturer specifications as advised. We wish **************** nothing but the best in her home renovation endeavors.

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