Vinotemp Customer Service Issues -- Help Please

[Lou Ferreira]

Hi Guys,
I was going to post this a few days ago but felt I should give Vinotemp a few extra days to rectify this horrible situation.
I own 2 Vinotemp coolers which I bought from Costco 3 1/2 years ago.
The winemate cooling system of the large unit (500EC) has been running nonstop since I got back from a business trip 2 weeks ago.
I called Vinotemp and they referred me to a local appliance repair shop.
A local technician came by my house last Saturday, pulled the unit off the cabinet, opened it up and said that the coils needed to be replaced and that the unit was losing freon. He installed the unit back in the cabinet and told me to call the manufacturer on Monday. I called them 1st thing in the morning Monday and was told to pull the unit off again to get the serial # and call them back. I told them I had all Costco receipts and paperwork proving that the cooling system was still under warranty but they insisted on getting the serial #.
So, for the 2nd time, I removed 60 btls of wine from the top shelf to pull the cooling unit off. Called them back within an hour with the serial # and after a looooong wait they verified the unit (parts) was indeed under warranty but I'd have to pay for labor. They asked me if I wanted to buy a new cooling unit for $800.00 or repair the old one for a $120.00 labor fee.
Of course, I opted to send my unit to repair and asked them to ship a loaner unit to me ASAP since it was still pretty hot in Socal. I called back on Tues to find out if the loaner unit was shipped and could not get a straight answer from anybody. After several phone calls, Yvette provided me with a UPS tracking #1Z9205614271093047. As you can see, UPS has absolutely no record of picking up this package. I'm not sure if UPS lost the package or it was never shipped by Vinotemp.
Yesterday morning I called back Vinotemp and Yvette said she would forward this issue to their claims dept and would send a replacement unit to me right away. I just called them 30 minutes ago to verify a new unit was shipped but, once again, could NOT get a straight answer from anybody. They keep giving me the run around and told me somebody will get back to me today!
Well, today is Friday and Monday is a holiday so I guess I'm screwed big time.
Anyway, I appreciate any advice you can give me.
Happy Labor Day Weekend!
Lou

[rick m]

lou....i know this can be pain in the ass but since you bought the unit from costco, why don't you just return the whole thing and get brand new one from costco. they have one of the most liberal return policy in the country.

[Lou Ferreira]

lou....i know this can be pain in the ass but since you bought the unit from costco, why don't you just return the whole thing and get brand new one from costco. they have one of the most liberal return policy in the country.

Hi Rick,
Do you think they would take back a 3 1/2 yr old unit?
Regards,
Lou

[Tyler Rico]

lou....i know this can be pain in the ass but since you bought the unit from costco, why don't you just return the whole thing and get brand new one from costco. they have one of the most liberal return policy in the country.

Hi Rick,
Do you thing they would take back a 3 1/2 yr old unit?
Regards,
Lou

costco will take back anything

[Alan Zee]

Lou,

This is what I would do if I were in your situation. I would stop screwing around with Vinotemp and I would contact the folks at Le Cache and suck it up and buy one of their Cellarpro QT cooling units. It is obvious that Vinotemp has terrible customer service and what is to say this will improve in the future. Most likely not.

What I have found with Le Cache is the best customer service I ever experienced in this industry. The Cellarpro unit in my humble opinion is the best unit out there and they have direct replacements for those cheaper winemates.

While I realize you were looking for an answer on how to deal with Vinotemp. I offer a suggestion on how to protect your wine investment which is most likely much more than you spent on your wine cabinet.

I have had a Le Cache now for two years and it works like a champ. When I did call for tech support, I was taken care of very quickly and by patient folks who wanted to HELP, vs. making b.s. excuses.

What most impresses me is the cooling unit. I don't want to sound like an advertisement, but no matter what cabinet I would have, I would want that Cellarpro 1800 QT inside.

I would invest $800 or $1000, but I would invest it in the right technology that will hopefully assure me of quality customer service down the line.

[Carl Jensen]

costco will take back anything (except certain electronics), anytime, with or without a receipt, as long as you still have the same membership

[Alan Zee]

costco will take back anything (except certain electronics), anytime, with or without a receipt, as long as you still have the same membership

Better yet, return the whole thing if you can get away with it and buy a Le Cache.

[Lou Ferreira]

costco will take back anything (except certain electronics), anytime, with or without a receipt, as long as you still have the same membership

OK, thanks guys! I'll probably return the unit next week and as Alan suggested, buy a different brand.

Update: just got a call from Yvette at Vinotemp and she said a new cooling unit will be overnighted to me today and I should get it Tuesday.
I told her this whole situation really stinks and I'm so pissed at Vinotemp for their horrible customer service
She didn't let me finish my point and hung up the phone on me!
Talk about incredible customer service!! Way to go Vinotemp!!!

[Lou Ferreira]

costco will take back anything (except certain electronics), anytime, with or without a receipt, as long as you still have the same membership

Better yet, return the whole thing if you can get away with it and buy a Le Cache.

Thanks Alan!

I'll probably do that but just have to figure out where to store 400 btls of wine and how to take this dinosaur back to Costco!

Best,
Lou

[Lou Ferreira]

Update: just got off the phone with a very nice gentleman at Costco.com and he said that most likely Costco will take the unit back and issue me a full refund.
He also said that once the return is approved by Costco management, they'll send a trucking company to my house within 10 days to pick up the unit and haul it away.
Thanks again for all the advice!
Lou

[rick m]

that is great new re costco.....sorry to hear about vinotemp.
i have 300+ unit from vinotemp that i bought direct from them 11 years ago and still working

[Eric LeVine]

Costco = GREAT COMPANY.

[Lou Ferreira]

Costco = GREAT COMPANY.

Yes, Eric I've had nothing but outstanding customer service from Costco and that's why I spend a small fortune there every year!
Hopefully, they'll approve the return next week so I can buy a new wine cabinet.
Regards,
Lou

[RDHudak]

Interesting. First, I have had the same problem with Vinotemp. My unit broke after 2 years and I was told that they would send me a replacement part. I called back and talked to "Ronnie" twice and have never seen the part. I am in the market for a new 300-500 bottle unit and I can say it probably won't be a Vinotemp.
Second, Costco continues to have the best customer service in any industry. Their prices and quality can't be beat! BTW, when visiting yesterday, they had the Columbia Crest Reserve Cab 2007 for $27.74, about $10 less than anyone else. Go Costco!

[Stephan Bardes]

that is great new re costco.....sorry to hear about vinotemp.
i have 300+ unit from vinotemp that i bought direct from them 11 years ago and still working

Same here but I think I bought it 9 years ago.

[E.Todd]

Lou,
Listen to some of the great advice you have gotten...purchase a Le Cache...great product, great service.

[Lou Ferreira]

Thanks for all the replies and advice!
I've already spoken with Ben at Le Cache and will probably buy one of his cellars if and when Costco refunds my credit card.
Speaking of which, just checked my credit card's recent transactions and, lo and behold, there's a $388.25 deposit charge from Vinotemp for the loaner unit which I never received and was probably never shipped.
WOW...rest assured I'll dispute this charge with the CC company vigorously.
Lou

[Mike Maguire]

Like others said let Costco go after Vinotemp,as a previous vendor to Costco I know first hand thier power of persuasion.Great customer service, vendors not so much.

[Jim Brennan]

My impression is that most of the cabinet and cooling unit vendors are unreliable from the stories I've read, as well as my own personal experience with Breezaire.

I've heard good things about Le Cache, but do not have personal experience.

[Lou Ferreira]

Like others said let Costco go after Vinotemp,as a previous vendor to Costco I know first hand thier power of persuasion.Great customer service, vendors not so much.

Yep, wish I would've done this earlier. Interestingly, approx 10 minutes after I called Costco.com yesterday to report this issue, Yvette from Vinotemp called me to say they were overnighting a loaner unit to me right away...Too little, Too late!

[Bernard Roth]

Costco might take it back, but they might not have a replacement.

[Lou Ferreira]

Update: just received a phone call from Amanda at Vinotemp offering to overnight me a brand new cooling unit with a 5 year warranty free of charge.
I appreciated the offer but rejected it because who's to say their customer service will improve in the years to come???
This whole ordeal has left a real sour taste in my mouth and I will NOT buy another product from Vinotemp.
Happy Labor Day !!!
Lou

PS: She also said she'll refund the $388.25 to my CC today.

[Paul Klevgard]

Lou,

You sad story rings a lot of familiar bells to me. I own 2 new Vinotemp units [VINO-600EC 1500 BTU] plus a used after-market unit. I have dealt with Yvette numerous times [great struggle to reach her as she does not return calls] and came away dissatisfied every time. Their employees never seem to share information and you have to start over with each person you deal with; servicemen arrive [barely speaking English] and have the wrong paperwork, etc.
Their last ripoff: They have to come out to my place [I am 30 minutes from the factory] to get my unit under warranty for service. Instead of asking for a loaner I purchase one of their reconditioned units [which they use for loaners] and ask them to bring it to me when they pick up my warranty unit. They bring the unit and then charge me $88 for freight on the unit I bought. I complain and point out that they had to make the trip to my house anyway to get the unit under warranty. Their justification for the freight charge? "Policy" That alone tells you what kind of company they are.
I wish I had not bought Vinotemp.

Paul

[Lou Ferreira]

Lou,

You sad story rings a lot of familiar bells to me. I own 2 new Vinotemp units [VINO-600EC 1500 BTU] plus a used after-market unit. I have dealt with Yvette numerous times [great struggle to reach her as she does not return calls] and came away dissatisfied every time. Their employees never seem to share information and you have to start over with each person you deal with; servicemen arrive [barely speaking English] and have the wrong paperwork, etc.
Their last ripoff: They have to come out to my place [I am 30 minutes from the factory] to get my unit under warranty for service. Instead of asking for a loaner I purchase one of their reconditioned units [which they use for loaners] and ask them to bring it to me when they pick up my warranty unit. They bring the unit and then charge me $88 for freight on the unit I bought. I complain and point out that they had to make the trip to my house anyway to get the unit under warranty. Their justification for the freight charge? "Policy" That alone tells you what kind of company they are.
I wish I had not bought Vinotemp.

Paul

Paul,
Thanks for chiming in and hopefully all these nightmare stories will serve as as wake up call for Vinotemp to get their act together and do whatever it takes to improve their terrible customer service.
It's truly amazing that some companies think they can treat customers like crap and get away with it.
That said, I'm really lucky I bought this unit from Costco as they stand behind their products 100% and will make me whole.
Just wish I didn't have to go through all this hassle...
All the best,
Lou

[Lou Ferreira]

Final Update:
Costco has agreed to take the Vinotemp back and they've asked a trucking company (Bekins) to come by my house next week and haul it away.
I've just placed an order for a Lecache unit (#5200) which will be delivered in approx 2 weeks.
Thank you all for the great advice!
Lou

[Alan Zee]

Final Update:
Costco has agreed to take the Vinotemp back and they've asked a trucking company (Bekins) to come by my house next week and haul it away.
I've just placed an order for a Lecache unit (#5200) which will be delivered in approx 2 weeks.
Thank you all for the great advice!
Lou

Lou

You will be very happy with the Le Cache. I can't find anyone who has had a negative experience with them and you truly get what you pay for . Did you get the Contemporary model or the European? Color?

Ben is a great guy and he had the patience of a Saint. My buying cycle was 8 months of hunting. He was very patient and understanding.

I would recommend putting in a separate thermostat somewhere in the middle (towards the back) of the unit with an external wireless readout. I would adjust the thermostat on the Cellarpro unit according to the desired temp. on the read out. PM me if you have any questions about the unit, most likely I have been there done that :)

[Andrew Christiansen]

I've been to their warehouse in Southern California. We planned to purchase a small fridge under $200 from their scratch & dent inventory for my mother in-law. Easy purchase? No. What a train wreck that place is. The manner/attitude of the employees is horrible. Either all of them are patently unhappy people, or they simply hate their jobs.

Regardless, what should have been a simple transaction took about 45 minutes to an hour. Just pathetic service. They would just walk away and disappear for periods of time.

I knew going into the place that their service was bad, but they fully under-exceeded my expectations.

Based the piles of accounts of reliability and service issues, I likely wouldn't have purchased a larger full-price fridge from them before my visit, but after seeing their staff in action, I will never return, even for a cheap scratch & dent. Their scatch & dent inventory was very, very spotty, but we did find a fairly decent looking 24-bottle unit that likely won't leave us exposed to any loss if the cooling unit fails.

[Lou Ferreira]

Hi Alan,
I got the Le Cache A5200 Classic cherry finish and solid wood doors.
Cheers :-)
Lou

[Lou Ferreira]

I've been to their warehouse in Southern California. We planned to purchase a small fridge under $200 from their scratch & dent inventory for my mother in-law. Easy purchase? No. What a train wreck that place is. The manner/attitude of the employees is horrible. Either all of them are patently unhappy people, or they simply hate their jobs.

Regardless, what should have been a simple transaction took about 45 minutes to an hour. Just pathetic service. They would just walk away and disappear for periods of time.

I knew going into the place that their service was bad, but they fully under-exceeded my expectations.

Based the piles of accounts of reliability and service issues, I likely wouldn't have purchased a larger full-price fridge from them before my visit, but after seeing their staff in action, I will never return, even for a cheap scratch & dent. Their scatch & dent inventory was very, very spotty, but we did find a fairly decent looking 24-bottle unit that likely won't leave us exposed to any loss if the cooling unit fails.

Andrew,
Thanks for posting!
That's exactly why I decided to turn down Vinotemp's offer for a brand new cooling unit and asked Costco to take the whole thing back.
What if the new cooling unit they send me fails again in a year or two?
Just the thought of having to deal with their awful customer service again made this a very easy decision.
I spent more than double for the Le Cache cellar but at least I know they stand behind their products and will make things right if a problem arises.
Lou

[Victor Hong]

Eurocave.

[RDHudak]

Eurocave.

= BIG $$$$.

[Victor Hong]

Eurocave.

= BIG $$$$.

Negotiate.

On a separate topic, one Bob Hudak once told a story on eBob, about getting a wine delivery meant for another Bob Hudak. Are you that "other" Bob Hudak?

[T.L. Reasoner]

Eurocave.

+1

[RDHudak]

Eurocave.

= BIG $$$$.

Negotiate.

On a separate topic, one Bob Hudak once told a story on eBob, about getting a wine delivery meant for another Bob Hudak. Are you that "other" Bob Hudak?

God, I wish. Rick Hudak here.
On another note, I just blew a deal on a new Vintage Keeper 500 bottle unit for $300, so I am looking.

[Andrew Christiansen]

I've been to their warehouse in Southern California. We planned to purchase a small fridge under $200 from their scratch & dent inventory for my mother in-law. Easy purchase? No. What a train wreck that place is. The manner/attitude of the employees is horrible. Either all of them are patently unhappy people, or they simply hate their jobs.

Regardless, what should have been a simple transaction took about 45 minutes to an hour. Just pathetic service. They would just walk away and disappear for periods of time.

I knew going into the place that their service was bad, but they fully under-exceeded my expectations.

Based the piles of accounts of reliability and service issues, I likely wouldn't have purchased a larger full-price fridge from them before my visit, but after seeing their staff in action, I will never return, even for a cheap scratch & dent. Their scatch & dent inventory was very, very spotty, but we did find a fairly decent looking 24-bottle unit that likely won't leave us exposed to any loss if the cooling unit fails.

Andrew,
Thanks for posting!
That's exactly why I decided to turn down Vinotemp's offer for a brand new cooling unit and asked Costco to take the whole thing back.
What if the new cooling unit they send me fails again in a year or two?
Just the thought of having to deal with their awful customer service again made this a very easy decision.
I spent more than double for the Le Cache cellar but at least I know they stand behind their products and will make things right if a problem arises.
Lou

Lou...you seemed to have figured it out before my post, but I thought I'd add my experience. The whole experience at the warehouse was equally depressing and annoying. I could not imagine spending several hundred to a thousand at that operation. We only stayed because we found a 24-bottle fridge for something like $175. In general, it's tough to find a fridge that size for that price, and we had traveled about 45 minutes to get there.

If they could annoy me this much over such a ridiculously simple transaction, I could only imagine the possibilities.