Defender Industries, Inc.

Last week I ordered about $worth of items, went to the cashier and held out my credit card The cashier asked me my name I said it was on my credit card but she insisted I say my name I asked her why she was asking and she said that it was so they could get paid We all know that is not true She got defensive and rude so I left without my purchaseI emailed and asked the store manager to call me to explain their purchasing policy He had already looked up my buying history and learned that I had not used a credit card there for years I forgot to tell him that we subsequently used my wife's card since we get money back on hers Besides, it shouldn't make any difference He also had the purchase on video (no audio) so he had plenty of ammunition and proceeded to let me know that their policy is to track your purchases by your name regardless of whether you want them to.or not If I didn't want to be tracked I should pay cashI go to several stores who ask if I have an account and will except a no and process the sale on my cardI tried to calm the situation down by explaining that my wife and I have been going through a rough patch(breast cancer) and I could have been more patient where as he explained to me that we all go through rough patches and that he had lost a stepson several years earlierHe was defensive, demeaning and also rude I will now take my paltry business to *** *** *** *** or *** *** I have been treated better at all threeI suggest you update your policy to match the rest of the world and give your employees a few lessons on customer service*** *

During the special promotion, Defender had a problem with our Enterprise system and we ended up over-selling on the number of units allocated for the sale.
As the result and to meet the request of new orders placed, Defender offered an alternate promotional item.
Mr. [redacted] should have received...

the mount, as ordered, but we only discovered the problem after his order went in with the later orders and with the alternate promotional item.
Defender has since shipped him the mount that he should have received (confirmed delivery with [redacted] yesterday and wrote the Customer, but have not received an acknowledgment from the Customer yet).
I allowed him to keep the other promotional item (float case) as an additional courtesy gift.
The credit card charges that the customer complained about were categorized on his statement as "Temporary Auth/Pending Pymnt" and did not reflect what he was ultimately charged in the end. That amount ended up being 90 cents less than the actual promotion cost should have been with delivery.
So, customer received everything that he should have, plus an extra freebie float case and his card was charged less than the order actually called for initially.
I have not heard from Customer, but hopefully he is set.
There was no malice intended and there was effort to cheat Mr. [redacted] at any time. Defender is an honest Company with a long history of doing right by its Customers.
If Mr. [redacted] feels as if he was wronged, he'll have to chime in.
Stephan L[redacted]
President, Defender

Review: Defender Industries order number: [redacted] purchased [redacted] boat leveling system from Defender Industries on or around OCT 15th 2013.I was purchasing brand new item and to the tune of $1,145.45 total price.Nowhere within item description on the Defender website had I found words like: B-stock, open box, repackaged, refurbished, reconditioned, remanufactured. The only thing which caught my eye was that Item Ships from the Manufacturer, in this case [redacted].When I received the item on Oct 24th I sensed things quiet odd right at the beginning. The packaging had the original seal sticker broken and 2 new stickers were placed on the sides.Opening the product box uncovered randomly thrown parts inside and corpse of dead fly glued with its own body juices to the inside of the top flap. That was another indicator I should take closer look into the contents.The main controller, most important and expensive part, brain of the system did not appear new. It had mounting screw marks, scratches and deep indentensions from prior mounting. Most dated contents within the box, plastic fittings, etc. have manufacture dates of mid 2013 (Jun, Jul, Aug 2013). The main controller has an old and dirty, partially unglued serial number sticker showing date of 05/2012. That is over a year older from all other contents. It also has a new clean sticker added to the top of the box with the date of Aug 2013. Most likely Im a victim of the part swap. Customer has a problem with the system, sends old part back to the manufacturer, new part is pulled out of the box and sent to satisfy warranty claim, old box is checked and tested and thrown back in now dirty box for resale. Manufacturer cannot sell such products as new legally to resellers or boat builders so it tries to rid off outstanding inventory directly to consumers at full price.Most honest manufacturers would offer such products as refurbished or remanufactured at half price.In this case the scheme is to push old B-stock inventory as new with Defender Industries marine store as front end. Defender must be on it as they were very unwilling and unhappy to talk about the return and despite some obvious facts very unpleasant on the phone, arguing that despite open box, dead fly, screw marks, dirty contents and mismatched labels item is brand new. Customer service rep told me that even dead rat or dead lizard would be OK in the box and in their case it happens. Will not provide return shipping label. This is so obvious and easy fix, show some class and take the junk back.They do not stand behind their customers instead they protect the vendor and their share of the sale. Despite long company history they are no longer about satisfied customer, they are all about money.They also said they will inspect the item based on the return at my expense and base my return credit on the inspection. That is kind of tough as item was already sent to me in not new condition so they kind of got me on this one and that is where Revdex.com comes to the rescue. Also they would not refund shipping.Currently Defender defends the product as new. [redacted] admits to taking things out of the box, mounting on the bench to perform software (firmware) updates. They also admit to messy conditions in their shop explanation for the obvious dead fly. Not much on the dates mismatch. They offered to ship another cleaner unit they can put together from their B stock. For the full price I paid I refused. It was also a gift for dad and it was time sensitive as shipping was delayed.Im a certified computer systems engineer myself and performing firmware updates requires no bench mounting with screws. All it needs is cable connection to the flashing device.Bench testing and mounting would be required in case of the product returned from the customer in order to determine if product is defective or not. I guess unit sold to me passed the tests but it should under no circumstances be SOLD AS NEW as it may be plagued by some hidden issue.I also checked some other Lenco resellers and for the full price I paid they offer brand new sealed product from their own stock, no Defender type scam mess, no dead animals, no bait and switch and most important no hours wasted and no aggravation.Desired Settlement: Refund all the money including original and return insured shipping.

Business

Response:

Revdex.com

Review: On 2015-11-18 I ordered a product from this company during a limited special promotion. At the time of placing the order the special was still in force and the sales person,Melanie, assured me I would receive the special promotion which consisted of an additional in-vehicle powered mount, and I was following along on the company's web site which at the time of order indicated they had 39 of the vehicle mounts in stock. Some while later after browsing the companies web site for a while I decided I would open an on-line account with them and did so. I was then able to see my order and it was correct. In addition, they had already charged my credit card for the correct amount, $327.44. Some great while later I saw that the vehicle mounts were then down to 22 left. Everything was in order. Today, my on-line banking showed am additional and unauthorized additional charge from this company for $34.00. Upon calling the company to inquire about this unauthorized charge I was told they had issued a refund of $34 (though the bank doesn't show that) and that my card had been charged $326.54 (also not indicated by the bank). I was also told that my order had been c[redacted]lled and reentered by the company. (this may be a factor.) I discovered the company had switched my order for the included vehicle mount to one instead consisting a device cover. This was not what I ordered or what was promised. I understand this was a limited quantity special but both the salesperson verified and the company's website showed that I had made it in time to receive the promised special vehicle mount. This company is trying to cheat me and is dishonest.Desired Settlement: Either refund the full MSRP price ($69.95) of the missing item plus expected shipping (~$10) so that I may order one from a reputable and honest vendor or less preferably deliver the promised powered vehicle mount via overnight delivery.

Business

Response:

During the special promotion, Defender had a problem with our Enterprise system and we ended up over-selling on the number of units allocated for the sale.

As the result and to meet the request of new orders placed, Defender offered an alternate promotional item.

Mr. [redacted] should have received the mount, as ordered, but we only discovered the problem after his order went in with the later orders and with the alternate promotional item.

Defender has since shipped him the mount that he should have received (confirmed delivery with [redacted] yesterday and wrote the Customer, but have not received an acknowledgment from the Customer yet).

I allowed him to keep the other promotional item (float case) as an additional courtesy gift.

The credit card charges that the customer complained about were categorized on his statement as "Temporary Auth/Pending Pymnt" and did not reflect what he was ultimately charged in the end. That amount ended up being 90 cents less than the actual promotion cost should have been with delivery.

So, customer received everything that he should have, plus an extra freebie float case and his card was charged less than the order actually called for initially.

I have not heard from Customer, but hopefully he is set.

There was no malice intended and there was effort to cheat Mr. [redacted] at any time. Defender is an honest Company with a long history of doing right by its Customers.

If Mr. [redacted] feels as if he was wronged, he'll have to chime in.

Stephan L[redacted]

President, Defender

Review: On January 21,2013 I Purchased the [redacted] HDS-7 GEN2 Radar Pack from Defender in CT. I installed HDS-7 Radar Package in May. In June I launched my boat and discovered "No Radar" Issues with HDS-7 system, I also noticed that the charts were incomplete (missing data around [redacted]) and charts are also not accurate (i.e.. Trails showing me out of the channel and over land instead of being in the center of the channel). July 9, 2013 I took 3 days off from work to troubleshoot and repair No Radar Issue for upcoming fireworks show on the [redacted]. I troubleshot over phone with [redacted], there was no resolution. So I discussed issues with my HDS-7 Radar package with Defender tech who told me to try updating the system. I also considered a RI10 to replace the other radar ethernet connection cable. On July 9,2013 I Purchased the [redacted] RI10 Interface box and the [redacted] 2M Yellow Ethernet Cable. I then connected the RI10 (radar interface box) and recrimped the J45 Ethernet connection, installed the Updates for the 3G radar system and finally got Radar working again, however, the unit was still slow. Thinking I resolved everything I purchased [redacted] Point-1 Antenna on July 20th. I could not get the Point-1 to calibrate and removed it. On July 21, 2013 I tried to return it and Defender would not authorize return and refused to refund me for it and referred me to [redacted].com who referred me to [redacted].com. I spent the remainder of the summer troubleshooting this [redacted] HDS-7 Unit with [redacted].com and never got a working system. I finally purchased the [redacted] 740S with the GMR18HD Radome and it works great. I already filed a complaint with [redacted])Desired Settlement: I would like to be able to return this faulty unit and accessories for a refund.I Informed [redacted].com; [redacted].com and [redacted]@gmail.com via email and requested information about how to return the [redacted] system for a refund. As usual I got no response. So here it is November and I believe I need to take stronger measures.

Business

Response:

I called Mr. [redacted]'s telephone number on file in Defender's system. Left message on his voice mail today that the Manufacturer has authorized Defender to take merchandise back and issue credit to Customer.

The initial return request by Customer was denied, as it was beyond the terms of Defender's posted return policy. The issue was referred to the Manufacturer, which is normal under any product warranty. Defender was not notified that the issue was unresolved, nor would Defender expect to be notified once a warranty claim is taken over by the Manufacturer of a product.

Customer has been into Defender's Outlet Store 4 times since the beginning of July and I could not find anyone among my staff with whom Mr. [redacted] advised that the [redacted] issue was still outstanding. Since then, Mr. [redacted] has also placed orders online with Defender for product to be shipment to his home. As far as Defender knew, the Manufacturer resolved his problem.

Customer should contact me for return info:

President, Defender Industries, Inc.

Tel: ###-###-####

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is more than satisfactory to me.

It was my understanding that after Defender's return policy on electronics, my only recourse was to work it out with [redacted] has been slow in assisting me with my [redacted] system and even after troubleshooting it with them for an entire boating/fishing season, I still did not have a working system. In the fall the response and help from [redacted] was even slower and it would take weeks to get a simple reply from an email. So on October 5th, I finally removed their defective unit, replaced it, informed [redacted] and sent an email explaining my status and asked the following statement:

"I would now like to know if you are going to allow me to

return your HDS7 3G Radar Package with some kind of a refund or if I need to

take my case to the Revdex.com"

I have not received any response from [redacted] since then. So I filed an online complaint with the Revdex.com i[redacted] on November 15th and I haven't heard from THEM on that. According to the Revdex.com in [redacted] the complaint status it, "waiting for the business to respond. They have until November 22, 2013 to respond to this complaint.". It is nice to see that it not just me they don't readily acknowledge.

I only filed a complaint with the CT

Revdex.com because I had to mention them in my complaint with [redacted] and I wanted the CT Revdex.com aware of my difficulties with [redacted]. After I filed a back up claim with you I was almost immediately contacted by Defender addressing my concerns. I believe Defender was instrumental in bringing this to a quick resolution.

I have been dealing with Defender for many years and they have always stood behind their sales. They were unaware of my continuing issues with my [redacted] system because it was my understanding that I had to resolve this with the manufacturer.

I look forward to doing business with Defender.

Sincerely,