Adcraft Commercial 48-inch Electric Heated Countertop Food Warmer Display Merchandiser Stainless Steel Case with Adjustable Thermostat and Shelves, 48", Black

Bought this thru FSW because it was having a promo for Christmas plus free shipping. I was planning to boost bakery sales. Unit ordered in Nov. Did not heard a word and don't know where it was until begining of Dec. saying that it will be shipped out. Shipping was much better than expected because I was supposed to get a common carrier which only pull the unit to the end of the truck then you need to have enough help to take it down. it was delivered by Fedex I believe. Anyway, unit was unassembled, so it took us about an hour to figure it out which part was which. plug it in , unit was running and there were 2 fluorescent lights to light up the interior. Turned on those lights and we were happy because we were ready to put our seasonal bakery items the next day. next day came, we want to turn on the unit and warm it up to get ready for a big day. it came to my surprise that those lights were having hard times to turn on. In fact, only one light was trying to light up the other was totally dead. So, I emailed FSW explaining my situation. It took me a while before I founf the right place to report the issue but then I did not get a reply until next day and FSW said that i had to contact the mfr. myself and gave me a phone number. I was not happy because this unit was definitely fefective. if I were ordering from Amazon, I could have been easily return and replace this unit without any trouble. Since we had big plans for our promo, we just wanted to have this unit working for us, we called the mfr. First, when we called, you have to listen to a recording then you left your messages and wait for a call back. Somehow about a day later closer to 5 pm 9their closing time) saying that they did not understand my situation and asked me if I could be more specific. my reply to them was 'the two interior flourescent light were out of order' which was the same thing i mentioned in the first message. But then I attached a pic this time. Several days were gone, there was no news, no call back what so ever, so, we had to figure it out quick because it was Dec 11th, so, we decided to give my credit cardco. a call trying to see what can we do at our end. Amex said that they would open a dispute case for that and asked us some questions. Almost like 2 hours later the same day, there was a guy by the name Ronnie calling from Adcraft trying to see what was going on? I patiently reiterate myself and explaing to him that I left voice messages and emailed the co. with no reply whatsoever & would like to get a replacement. Ronnie turned out to be the vice president of the co. and he said , we can't send you a replacement and I aske him why? He said I am going to send you parts to see if that could fix the problems. I told him that first, I am not an electrician and i am not mechanical inclined to this job. Please send a technician over to check it out. He then said 99% of the time is the light and the blaster. I told him I wuld like to get it replaced. he said if I could first diagnose if it was not the light problems then he would send me a replacement. Since time was really pressing , I carefully listened to his instruction and doing my barefoot electrician or technician duties for him free. After the diagnosis was done, he said he would call back but then I could not wait so I called him and told him that diagnosis was performed according to his instructions and it was not the lights or no improvement to the situation and i would like to get a replacement. He said he would see what he can do. Two days past, no news from Ronnie or anybody except Customer service from FSW asking me if my problem was still there or had I been being contacted. I told them that if I had no solution to this matter today , I would tell my credit card company to update my request to instead of replacement, I wanted a full refund instead by having the co. to pick up this poj. After I put in my change of request, Ronnie called and said if it would be alright if he can send someone tomorrow first thing to fix my display. Although I was 100% don't like the idea a brand new unit only lasted one day and had to have it fixed. I said yes if it is next day first thing and Ronnie reassure me that someone would either call me today or next morning to have it arranged. next day came, in fact I did not remember until closed to 5 pm , no one call, no news and nothing. I called Amex telling them that I wanted FSW to pick this unit up and gave me all of my money! jennifer then emailed me again asking me about the situation. I told her that nothing has happening and Ronnie was basically trying to save a penny on his side by lying and delaying this thing hoping that it would go away. During my conversion with him, he gave me a very strong sensation that he did not believe me for what I said and did not care about our Christmas promo, I asked for a replacement again. Two days later which was Dec 19, someone from some local Food servie repair calling me explaing to me about an repair order was sent to them to contact me. I told them please do not send technician out because I was asking for a replacement or send the unit back. Please don't send anybody over. jennifer emailed again trying to see what was going on with me and Ronnie, Jennifer saying that Ronnie refuse to help anymore because I was not cooperative. I told her it was ok because I had updated my request to my credit card co from replacement to return the unit. I wrote this lengthy story just to point out that during this whole process, no one would give me a hand to solve my problem, instead they treated me like a criminal. I guess that was what I paid for. I should have bought from amazon and not worrying about it was being $39 more than FSW. Also, the vice president of Adcraft really represented well of his product and his co. Good luck to him and FSW. Lesson learned - the hard way.