Lawrence sent a message to Ernest S. Santi – President, Chief Executive Officer and Director of Illinois Tool Works Inc. – Email Address that said:
Mr. Santi,
I thought you might want to read the following email to Michael from one of our chefs. After a $50,000 investment in your company's products, we expect better customer service, not to mention, a more reliable product.
Michael,
The problem is not that the floor is not leveled is that the 2 floor panels that make the floor of the oven are warping and bumbling upwards with the heat of the oven temperature, meaning that when the oven is at 350-375 degrees the right hand side panels is starting to bubble upwards. Then when the oven temperature goes below 300 degrees it bubbles less.
What I can confirm and can clearly see is that the panels that were used to install the floor of this oven are not secured in any way. This was also confirmed by the technician that came out to repair the first time we had this issue. As his exact words were “ there should have been 4 bolts drilled to anchor the two panels to the building floor and you can see that they were never installed”.
I have supported and used Hobart for over 20 years in my profession and have also recommended this brand to culinary schools and other establishments throughout the course of my career and consulting. Now with all of the issues that we have had, not only with the oven but also the proof box I cannot help but feel betrayed and disappointed with the response in service and the quality of the engineering of the equipment that is now coming out of your companies facility. With our continued growth and expansion it is making me question if we should continue to do business and buy the additional ovens, mixers and Bread equipment from Hobart.
I hope Hobart finishes the project correctly and gets our oven fixed once and for all, as we have only had it for 6 months and the problems continue to occur.
Carlos
