Vertical Partners West

Dear Revdex.com, This letter will serve as our official response in regards to complaint [redacted] filed by [redacted] on January Upon further review of this issue we have found that Mr [redacted] has followed proper procedures in the filing of a support case via our online support case system, including providing the required documentation, receipts and an account of the incidentWhile our customer service representatives did follow proper protocol for the handling of this issue, we have found many opportunities for improvement to our current system based upon this case and its unique natureWe are working diligently to improve our communications system and assure that any customers issues are handled with a higher degree of empathy and efficiencyI reached out personally to Mr [redacted] and expressed my sincerest apologies for the delay in the handling of this issue While without further investigation we will not be able to truly determine what the true cause of this incident was, we have both decided its in both parties best interest to settle this complaint under the fair and reasonable terms set forth by Mr [redacted] As I mentioned to Mr [redacted] please feel free to reach out if I can provide any further assistance in this matter Sincerely, Keith R W [redacted] CEO Vertical Partners West, LLC

Consumer Protection Division P.OBox Boise, Idaho 83720- (208)334- Date: 4/11/ Re: Complaint of [redacted] Dear Revdex.com, This will serve as our formal response in regards to Complaint of [redacted] – Log ID [redacted] On Monday March 21, Mr [redacted] had contacted our customer service department with warranty concerns for three Venom RC car batteries, and confirmed he does not have proof of purchase for these batteries Customer Service Representative Brandi obtained the required contact information from the customer, confirmed the item numbers / quantities of the batteries in question, and issued a return merchandise authorization to have the questionable batteries returned for inspection Venom warranty policy does require proof of purchase, however the CS representative does have the right to approve warranty with out proof of purchaseAs in this instance where the return merchandise authorization was issued with out proof of purchase The customer was very understanding on the phone, and the return merchandise authorization instructions were sent to the customer VIA emailPlease note that we can provide the recorded phone call if needed The authorized return items have not been received as of today 4/11/Once the returned merchandise is received a technician will inspect the batteries form manufacture defectIf batteries are found defective, replacement batteries will be sent to the customer at no chargeIf the batteries are found damaged from customer abuse, we will offer replacement batteries at 30% discount from retail price as stated in the VENOM WARRANTY POLICY Sincerely, Venom Power

Consumer Protection Division
P.O. Box 83720
Boise, Idaho 83720-0010
(208)334-2424
Date: 4/11/2016
Re: Complaint of [redacted]
Dear Revdex.com,
       This will serve as our formal response in...

regards to Complaint of [redacted] – Log ID[redacted]
On Monday March 21, 2016 Mr [redacted] had contacted our customer service department with warranty concerns for three Venom RC car batteries, and confirmed he does not have proof of purchase for these batteries.
Customer Service Representative Brandi obtained the required contact information from the customer, confirmed the item numbers / quantities of the batteries in question, and issued a return merchandise authorization to have the questionable batteries returned for inspection.
Venom warranty policy does require proof of purchase, however the CS representative does have the right to approve warranty with out proof of purchase. As in this instance where the return merchandise authorization was issued with out proof of purchase.
The customer was very understanding on the phone, and the return merchandise authorization instructions were sent to the customer VIA email. Please note that we can provide the recorded phone call if needed.
The authorized return items have not been received as of today 4/11/2016. Once the returned merchandise is received a technician will inspect the batteries form manufacture defect. If batteries are found defective, replacement batteries will be sent to the customer at no charge. If the batteries are found damaged from customer abuse, we will offer replacement batteries at 30% discount from retail price as stated in the VENOM WARRANTY POLICY.
Sincerely,
Venom Power

Dear Revdex.com,
 
This letter will serve as our official response in regards to complaint [redacted] filed by [redacted] on January 1 2017.
Upon further review of this issue we have found that Mr [redacted] has followed proper procedures in the filing of a support case via our online support...

case system, including providing the required documentation, receipts and an account of the incident. While our customer service representatives did follow proper protocol for the handling of this issue, we have found many opportunities for improvement to our current system based upon this case and its unique nature. We are working diligently to improve our communications system and assure that any customers issues are handled with a higher degree of empathy and efficiency. I reached out personally to Mr [redacted] and expressed my sincerest apologies for the delay in the handling of this issue.
While without further investigation we will not be able to truly determine what the true cause of this incident was, we have both decided its in both parties best interest to settle this complaint under the fair and reasonable terms set forth by Mr [redacted].
As I mentioned to Mr [redacted] please feel free to reach out if I can provide any further assistance in this matter.
Sincerely,
 
Keith R W[redacted]
CEO
Vertical Partners West, LLC

Venom Group
Date: 6/7/
Re: Complaint of [redacted] – Log ID: [redacted]; Business ID: [redacted]
Dear Revdex.com,
This will serve as our formal response in regards to Complaint of [redacted] – Log ID: [redacted]
On Tuesday October 2, Mr [redacted] had contacted our customer service department with warranty concerns for a Venom battery purchased 9/15/
Customer Service Representative Jason replied to the support case email with the instruction to complete the warranty process and request for proof of purchase date
The customer did not reply to the message with the requested information as instructedTherefore his support case was closed due to inactivity.
The customer contacted our Customer Service department via telephone on 6/6/@ 11:45am PSTCustomer Service Representative Brandi spoke with the customer, and was able to review original support case messages from Confirmed that we did not receive a reply with the requested informationIf able to provide this information we will be happy to replace the battery under warranty
A new support case was opened with request for warranty informationMr[redacted] replied with this requested information on 6/6/@ 11:51am PSTThis information has been reviewed and the warranty has been acceptedOn 6/7/we have requested Mr[redacted] provide a shipping address so we can place the order for warranty replacement merchandise
This clam has been resolved as of 6/7/
Sincerely,
Venom P[redacted]

This place is awesome. I'm serious they have great batteries, great boats and the best customer service in the industry. Yes it may be hard to get someone by phone but I guarantee that if you email them or open up a support case and need help with something they will be more than glad to help you. I know they are a small team running a decent operation and that's how they streamline the process. I have been doing this hobby for a long time and I spend thousands each year from a lot of different places and I ALWAYS will buy from here. I have had to ask them more than once for help and every single time I am more than satisfied with how they take care of me.
They have great batteries! Did I already say that :)
GREAT COMPANY! GREAT SERVICE!

Review: I PURCHASED AN ATOMIK-RC BATTERY FROM HOBBYTOWNUSA IN LATE JUNE/EARLY JULY. IMMEDIATELY UPON BATTERY USE, IT FAILED. THE STORE ADVISED ME ALL WARRANTIES WERE TO GO THROUGH THE COMPANY. I REACHED OUT TO THEM VERY EARLY (FIRST WEEK) OF JULY. I HAVE TONS OF EMAIL CORRESPONDENCE SINCE AFTER INITIALLY REACHING OUT BEGINNING JULY 11TH. I SENT THEM EMAILS AND LEFT THEM VOICEMAILS. IT TOOK WEEKS TO GET REPLIES AND THEY WERE OFTEN 'WE NEVER GOT ANYTHING FROM YOU' BUT THEN MAGICALLY THEY WOULD. THEY ARE REFUSING TO REPLACE THE BATTERY, WHICH AGAIN, FAILED IMMEDIATELY UPON INITIAL USE, AND IT'S A $40 BATTERY NOT SOME $3 DOUBLE A. I TRIED REASONING WITH THEM BUT THEY WILL NOT ADHERE TO THE WARRANTY THEY OFFER AND ARE TRYING TO GET ME TO BUY A NEW BATTERY AT A 'DISCOUNT' OR THEY WANT ME TO PAY TO SEND THE OLD ONE WITH NO GUARANTEE OF GETTING IT BACK OR GETTING A REPLACEMENT. POOR BUSINESS PRACTICES.Desired Settlement: SINCE THEY ARE UNWILLING TO REPLACE THE BATTERY, I'D BE HAPPY TO SEND IT IN FOR A REFUND SO I MAY FIND A QUALITY BATTERY ELSEWHERE.

Business

Response:

I am submitting our official

response to this issue. Mr. [redacted] contacted us on July 11th 2013

regarding a battery that he felt was defective. This case was received via our

online support case system, as with all cases a automated response was sent the

same day thanking Mr. [redacted] for his submission, as well an explanation of how the warranty process would be handled,

including how to respond to the case and how to send the necessary information

required to process a warranty. This message is system generated and is sent from

a Do Not Reply e-mail address, this is clearly explained in the message that

any response to this e-mail will not be monitored. I feel that this may explain

Mr. [redacted]’s issue with not receiving a response to his messages, or our agents

not receiving his information. In regards to our warrant process, we offer a limited

lifetime warranty plan that states that Venom batteries will at its own

discretion replace or repair any battery that is deemed defective for up to one

year from the date or original purchase. From one year forward Venom will

continue to offer a 30% discount off the cost of a replacement battery of the

same model. The warranty clearly states that it does not cover customer abuse,

mis-use or crash damage. All customers are required to send some basic

information regarding the potential warranty battery, which allows our customer

service agents to determine the possible cause of the issue, and the level of

support that the customer qualifies for. This would include a copy of the

original purchase receipt, pictures of the battery in question and some voltage

readings. This is designed to allow most customers to never have to send a

battery back to us, saving them money and time in taking care of their issue.

If the customer cannot provide this information we then provide an RMA to send

the battery back to us for our review in house. We are the first in the

industry to provide this level of service, as most of our competitors require

every customer to send all potential warranty products back, at their expense

to review before any warranties will be considered. Mr. [redacted] did provide this information to us as requested,

and upon review from our tech department the battery was found to be over

discharged thus not qualifying for full replacement. Lithium Polymer Batteries

( LiPO ) must not be discharged below their nominal voltage rating of 3.0 volts

per cell and Mr. [redacted]s’ battery was showing a voltage of .73 volts which is

well below the acceptable voltage level. This causes permanent and

un-repairable damage to the battery. Proper use and charging instructions are

provided with every battery we sell which clearly state these facts. We even

asked Mr. [redacted] to send the battery back so we could take a closer look at it

and try to determine another cause for the issue as a sign of good faith and to

try and help out the customer. He was unwilling to send the battery back at his

cost, even though this is our standard policy. Even though the battery was determined to be not defective,

but rather damaged due to customer mis-use by over discharging, we still

offered Mr. [redacted] a 30% discount on a new battery which we were under no

obligation to due following our warranty policy. We are known in our industry as the clear leader in customer

service and our limited lifetime warranty plan has set a benchmark in the

industry for customer satisfaction. We strive to take care of every customer as

quickly as possible and make every customer a repeat customer; this has served

us well over the 13-year history of our business. We see very few cases such as this, but all issues are

reviewed with our customer service department to try to learn any possible

lessons on how we could have done a better job in handling the situation. Please let me know if I can be of any further service, or

provide any more detailed information regarding this case.

Sincerely, [redacted] General Manager Vertical Partners West, LLC.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I explained to the company numerous time it was DEFECTIVE UPON RECEIPT- ONE USE AND FAIL. Not something I did, or misuse. I own dozens of these type of batteries and have never experienced such a problem before. This company can't even spell my name right when it's directly in front of them! 30% on a $40 battery that was defective upon receipt is not acceptable. If I had it for a long time and had actually had a chance to make it "defective" then I wouldn't be arguing but you can't claim misuse on something that was only used once and failed.

Regards,

Business

Response:

Dear Revdex.com,

Review: I purchased a [redacted] jet plane from [redacted] on 8-29-2013. On maiden flight the motor stopped working. After opening up the plane we found a defective impeller on the motor which in turn caused the speed controller (ESC) to burn up. We contacted the manufacturer and they said they will have [redacted] send us the replacement parts. [redacted] refused to send all of the parts necessary to make the plane work so I am requesting either a full refund of purchase price or new replacement parts: motor, ESC and wing. When received new, the instructions instructed to glue the foam wing on but it had to be removed to access the motor and speed controller, which causes damage to the foam.Desired Settlement: Refund of $85 or new replacement motor, ESC and wing as described above.

Business

Response:

Claimant's statement is not correct. We have been willing to work with them from the beginning however we requested specific steps be followed before we would send out the needed parts.

Review: I sent them a charger to be repaired and waited two weeks for a update when I never received any update bye mail or email I called them. They acted like they they didnt know what I was talking about and the reason given to me as to why I wasnt contacted for a update was because I had to call them in advance to let them know before something was sent to them for repair..They took all the informaton they needed and said they would evaluate the repairs needed..I never heard from then so I called back about 10 days later to get a update..they acted like they didnt know what I was talking about and said they had the iteam and would look at it.Its been more than two weeks now and I still havent heard from these people about my charger I checked there record they are not Revdex.com acreaited and must have had complaints filed on them in the passed.. Bad way run bussiness..if you want people buy your productDesired Settlement: Fix charger and send it basck postage paid in full

Business

Response: