The customer has a valid concern here with the unit not functioning properly While it has been determined this is do to improper use, as the unit has over overheat codes, we are doing everything we can to help as it is unacceptable that the unit is not operating properly As we have explained to the customer; we are on their side and we have been, and will continue to work with Polaris to find a resolution to this problem The first time the unit had an issue it was out of warranty but we resolved the issue as a ‘goodwill’ to the customer The second and latest time this happened, we sent two employees on personal equipment up to the owner’s remote property to retrieve the unit During our visit, the customer berated our employees to the point that they left the premise to avoid any further drama Only after working with the husband was our team willing to go back to the customer’s location to retrieve the unit Please note, we have no obligation to perform this personal service but are doing so to try and appease a very difficult customer Since we retrieved the unit we have been working with Polaris to resolve this issue despite the unit being out of warranty As we have explained to the customer, we are doing what we can to help but unfortunately this process takes time and we have asked for the customer’s patience while this plays out We doing this, even after the customer left bad reviews on multiple web pages and other avenues Again, we are not obligated to retrieve the unit or even work on the unit for that matter
The customer has a valid concern here with the unit not functioning properly While it has been determined this is do to improper use, as the unit has over overheat codes, we are doing everything we can to help as it is unacceptable that the unit is not operating properly As we have explained to the customer; we are on their side and we have been, and will continue to work with Polaris to find a resolution to this problem The first time the unit had an issue it was out of warranty but we resolved the issue as a ‘goodwill’ to the customer The second and latest time this happened, we sent two employees on personal equipment up to the owner’s remote property to retrieve the unit During our visit, the customer berated our employees to the point that they left the premise to avoid any further drama Only after working with the husband was our team willing to go back to the customer’s location to retrieve the unit Please note, we have no obligation to perform this personal service but are doing so to try and appease a very difficult customer Since we retrieved the unit we have been working with Polaris to resolve this issue despite the unit being out of warranty As we have explained to the customer, we are doing what we can to help but unfortunately this process takes time and we have asked for the customer’s patience while this plays out We doing this, even after the customer left bad reviews on multiple web pages and other avenues Again, we are not obligated to retrieve the unit or even work on the unit for that matter