Quote:
Originally Posted by dubc80
I'm always interested in hearing about companies and how they handle customer service, good and bad.
I'm not in the market for a new build, but would definitely be asking more questions before considering Truman.
I also had no idea how undermount sinks were attached to countertops, so good learning there as well. Will ensure its epoxy'ed correctly and strapped when I re-do my kitchen eventually.
Will be following for updates, and hopefully a positive resolution.
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Companies that sell big ticket items especially have the problem of setting precedent that could cost them more dollars in the future. Lets say they fix Polak's damages even if any warranty expired. Then another purchaser has some sort of issue with their condo. That purchaser finds out that Truman paid for Polak's damages. That purchaser can take Truman to court and use as evidence that it is Truman's practice to honor the warranty or pay for damages outside of the first year.
It also potentially exposes Truman to liabilty issues going forward if they fix the problem because it can imply negligence on their part.
Truman handled the initial interaction with Polak poorly but from a legal perspective their actions make sense. This isnt a situation like when a restaurant comps part of your meal because your entre was over or undercooked. It could have big dollar ramifications.