Accutek

Dear [redacted] , I checked on the case, Accutek and [redacted] ( [redacted] ) come to agreement to close the caseThe customer agreed to responsible for their responsibilities, and they will contact your department to cancel the complaint they filedAccutek reached out to the customer today(6/22/2015) and reminding them to contact your departmentThe following summarize the case:- Machine shipped out from Accutek without any damage(Customer signed off and approved the machine condition)- Machine arrived at customer location, damage was found, we determined the damage was caused during the transportation.- All replacement parts for the damage were sent out to the customer under warranty, even though it is not Accutek’s responsibilitiesOur goal is to get customer’s machine up and running immediately.- Accutek Technical support (Thru Phone) was offer to customer to help with the situation for free(Customer Rejected the offer, the customer refuse to repair the machine with the parts that provided by AccutekThe process of the repairs are easy, any technician will be able to complete the task.)- Customer contact Accutek Management, Accutek provided the discounted service quote per term and condition(Customer Rejected the offer)- Accutek re-present the service quote to customerFinally customer agreed with the service quoteWe are in the scheduling process for service repairThe customer intention is to get a free serviceThis service is not included on the customer’s orderAll the requests were process per term and condition (which customer agreed when they purchase the machine from Accutek)Different options were proposed to customer, but they won’t agree to any of the optionPer the term and condition that customer agreed, we have done everything we can to help the customerI am glad that finally the customer did agree with the service quote to settle the caseI hope this email explain everything you needed to close the case If you have any questions, please feel free to contact meThank youBest Regards, [redacted] ***Corporate Operations ManagerAccutek Packaging Equipment Companies, IncSpecialty Drive, Vista, CA 92081, USA [redacted] (760) 734-4177(760) 734-(Fax) [redacted]

Dear [redacted], I checked on the case, Accutek and [redacted]) come to agreement to close the case. The customer agreed to responsible for their responsibilities, and they will contact your department to cancel the complaint they filed. Accutek reached out to the customer...

today(6/22/2015) and reminding them to contact your department. The following summarize the case:-          Machine shipped out from Accutek without any damage. (Customer signed off and approved the machine condition)-          Machine arrived at customer location, damage was found, we determined the damage was caused during the transportation.-          All replacement parts for the damage were sent out to the customer under warranty, even though it is not Accutek’s responsibilities. Our goal is to get customer’s machine up and running immediately.-          Accutek Technical support (Thru Phone) was offer to customer to help with the situation for free. (Customer Rejected the offer, the customer refuse to repair the machine with the parts that provided by Accutek. The process of the repairs are easy, any technician will be able to complete the task.)-          Customer contact Accutek Management, Accutek provided the discounted service quote per term and condition. (Customer Rejected the offer)-          Accutek re-present the service quote to customer. Finally customer agreed with the service quote. We are in the scheduling process for service repair. The customer intention is to get a free service. This service is not included on the customer’s order. All the requests were process per term and condition (which customer agreed when they purchase the machine from Accutek). Different options were proposed to customer, but they won’t agree to any of the option. Per the term and condition that customer agreed, we have done everything we can to help the customer. I am glad that finally the customer did agree with the service quote to settle the case. I hope this email explain everything you needed to close the case.  If you have any questions, please feel free to contact me. Thank you. Best Regards, [redacted]Corporate Operations ManagerAccutek Packaging Equipment Companies, Inc1399 Specialty Drive, Vista, CA 92081, USA[redacted](760) 734-4177(760) 734-4188 (Fax)[redacted]

Review: Accutek sale rep, confirmed and ensured that the ROPP Capper we bought from them was manufactured by them in the US.

However after receiving the product, we notice all the writing on the machine parts and tools are in Chinese and is the machine itself is identical to Chinese capping machines available on Alibaba for fraction of the price. The machine it self wasn't built to the quality expected and was moving at slight slant.

Since, I contacted the sales rep many times for proof/certificate that the machine is in fact made by them in US, but no luck yet.

This issue is creating a lot of problem with our production line by creating inconsistent seals with the caps. Leading to loss time and products that are discarded.Desired Settlement: If it is indeed a Chinese product that they are just rebranding to seem like they made it, it is false claim and fraud.

If that is the case, I would like full refund of all cost that was involved in importing this machine.

Review: The Issue: A key support structure of the machine came damaged and bent. The machine itself came with several loose nuts, bolts, and washers. While a replacement part was shipped, that was considered the end of the issue. For 75,000 machine we would be responsible for the replacement with no guarantee the machine would be working, would not malfunction and injure our employees, and would cost us the time to do the replacement for which we have no experience or know-how.

Vendor Response: Accutek provided a machine that came damaged to our facility, wherein they were responsible for all shipping and insurance. Upon asking for proof of insurance we were ignored. Upon asking for a repair, we were told it would be at cost and we would incur all shipping. When asking if an insurance claim was filed, the vendor response was "It's not worth it, since it will get denied anyway." We have offered to split travel costs to get a repair person here but that was also denied.Desired Settlement: We not not want a replacement but simply someone from the company, or authorized by them to come and repair the machine and insure it is in working order. We have already offered to split transportation costs for this but were denied.

Business

Response:

Dear [redacted], I checked on the case, Accutek and [redacted] ([redacted]) come to agreement to close the case. The customer agreed to responsible for their responsibilities, and they will contact your department to cancel the complaint they filed. Accutek reached out to the customer today(6/22/2015) and reminding them to contact your department. The following summarize the case:- Machine shipped out from Accutek without any damage. (Customer signed off and approved the machine condition)- Machine arrived at customer location, damage was found, we determined the damage was caused during the transportation.- All replacement parts for the damage were sent out to the customer under warranty, even though it is not Accutek’s responsibilities. Our goal is to get customer’s machine up and running immediately.- Accutek Technical support (Thru Phone) was offer to customer to help with the situation for free. (Customer Rejected the offer, the customer refuse to repair the machine with the parts that provided by Accutek. The process of the repairs are easy, any technician will be able to complete the task.)- Customer contact Accutek Management, Accutek provided the discounted service quote per term and condition. (Customer Rejected the offer)- Accutek re-present the service quote to customer. Finally customer agreed with the service quote. We are in the scheduling process for service repair. The customer intention is to get a free service. This service is not included on the customer’s order. All the requests were process per term and condition (which customer agreed when they purchase the machine from Accutek). Different options were proposed to customer, but they won’t agree to any of the option. Per the term and condition that customer agreed, we have done everything we can to help the customer. I am glad that finally the customer did agree with the service quote to settle the case. I hope this email explain everything you needed to close the case. If you have any questions, please feel free to contact me. Thank you. Best Regards, [redacted]Corporate Operations ManagerAccutek Packaging Equipment Companies, Inc1399 Specialty Drive, Vista, CA 92081, USA[redacted](760) 734-4177(760) 734-4188 (Fax)[redacted]