I received such outstanding service from Hannes Coetzee, Regional Service Coordinator at Hadco, I just had to share it with the world. Hadco is a distributor of high quality residential appliances. I have a commercial style stainless steel range with a glass cooktop. (I have decided not to mention the brand of this appliance, because my situation was resolved and I don’t want to bad mouth anyone.) Lets call it the XYZ company.

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  • 8 months ago my glass cooktop seal broke and the glass started to lift. I paid $800+ to replace it with parts and labor, because it was no longer under warranty. The appliance is 6 years old.
  • 2 months ago I noticed that the seal on the new cooktop broke again and it was lifting even more than before!
  • I called the XYZ company and was told that the part was under warranty by them, but I’d have to pay more than$250 for labor. They gave me a name of another local service company who could order the part and do the work.
  • After 2 weeks the local service company told me they could not get anyone at the XYZ Co. to return their calls to get approval to order the part using the warranty.
  • After several calls myself to XYZ, I was told that unless I have the original invoice from the cooktop part when it was replaced 6 months earlier, it would not be covered under warranty. Here’s the clincher: I never had an invoice for the part. I paid a service company to do it, and THEY ordered the part themselves. They are now out of business. (Welcome to South Florida!)
  • XYZ Company said I’d then have to pay myself. Note: XYZ Company had me tell my story no less than 15 times to 15 different people. NO ONE EVER RETURNS PHONE CALLS OR FOLLOWS THROUGH. I sent emails and asked for confirmation, but never received any. My calls to XYZ went on for about 6 weeks, as my cooktop was separating more and more every day. It was getting harder to cook on it, and I was not about to go out to eat 7 days a week for weeks on end.
  • Out of desperation, I called Hadco, who supplied XYZ with the first replaced cooktop.  I told them my story. Hannes took the time to  dig through records and find the original invoice (I never had in my possession) for the part. He then asked me to take photos of the problem cooktop and email them to me. He also asked for a copy of proof that I paid the service company 6 months earlier for parts and labor. I emailed him all that info.
  • He emailed me back immediately to tell me he received my info! YEAH!
  • He called me within 2 days to tell me that he talked to the XYZ Company and got them to agree to pay for both parts and Labor.
  • Hannes then had a local, competent service person come to my house to replace the broken cooktop. This cost me nothing. And he followed up every step of the way.
  • Stove is fixed! I have a receipt this time! End of story.

Thank you Hannes Coetzee for your kindness, professional service and for following through and getting done what I was unable to do on my own. My family totally appreciates it! Why can’t more people do their jobs as well as you and follow through?

Good Service Not Easy to Come by – Great Service Even Rarer These Days. Hadco gave me great service.

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