American Heritage

My last message ended as I was sayingI had just recieved a package from [redacted] and believe it is Mrs ***'s DVR We sincerely applolgize for the delay she incured and value our customersWe could have gone a different direction with this situation, the manufacturer [redacted] also could've went a different direction as well However I believe our establishment and [redacted] offered Mrs [redacted] an exceptional solution to her defective out of warranty dvr This complaint catches me somewhat off guard as I have worked at other establishments that do not value the customers as we do and would have only offered her replacement of the entire system at the full retail *** We have charged Mrs [redacted] nothing as she has a lifetime labor warranty on what we installed We planned to reinstall the new unit at no chargeThe only charge she would incur is the shipping to [redacted] [redacted] could have also handled this situation telling the customer their product warranty has expired and she'd have to purchase a new unit I believe we had handled this better than most businesses would as we put the customers solutions before the thought of unessesary charges for equipment that seems to be in good working conditions As Always though we appreciate Mrs [redacted] complaint and hope to learn how we can serve our customers betterMrs ***'s DVR has arrived and if she'd like we can still install at no chargeShe will still only incur a shipping fee of as we promisedIf their is any better way for us to handle this or other situations we would appreciate all suggestionsthabks so much [redacted] ***

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

After reading Mrs*** complaint I'm a little confused as to why this complaint is directed towards our businessI do agree with Mrs*** the repair/ replacement took awhile However this repair/replacement was done after the year manufacture warranty was over
So you know the story of our involvement I will start from the beginning as to we would appreciate the opportunity to continually improve our customer services. In or Mrs *** had contacted us for a solution to vandalism occurring to here Ford F- I researched the products we sell and at that time had no complete solution However I had found a solution using multiple parts to give her the product she was looking for a camera system that would record vandalism if it should occur to her vehicle What I sold and installed for her was a "***" camera system with a dvr that is normally for blindside or collision recordingI also sold and installed a timer relay and motion sensor which would allow the dvr to record for minutes any time mothion is seen by the sensor up to ft away from the truckLastly I sold and installed a video unlock piece so she could unlock the factory screen to get a view of the dvr recordings with out always removing the sd card and plugging into a laptopThe customer left after all products were installed and we may have had some questions but very little interaction from Mrs *** until the fall of 2016, 2-years later She had called and said her system was not functioning We honor the manufactures warranty and also offer a lifetime warranty on all installations that we performed I had asked Mrs *** to bring by the vehicle as we would be glad to help in diagnosing the non working equipmentUpon her arrival I immediately jumped on to working on her truck Upon our troubleshooting we established the dvr was defectiveI instructed Mrs *** about this malfunctioning product and offered to call the manufacture to see if a replacement part was available Having dealt with them previously I believed we could still help Mrs *** I spoke to *** @ *** who let me know they don't offer the dvr separately form the $1,four camera systemHaving dealt with *** before he said he'd fix the out of warranty product for usWe had told Mrs ***, we had a solution to her problem and packed mailed and shipped the defective out of warranty DVR with her permission to the manufacture as the manufacture had instructed us to do At this point we hadn't charged anything as our labor warranty in diagnosing was included and valid for a lifetimeI did mention she may incur a bill for shipping the item to the manufactureAs she stated though after our mailing the product we were forced to wait for the manufacture to deliver upon their promise to us in repairing or replacing the out of warranty and defective equipment They took several months but as they were essentially doing us a favor in replacing a product well over their clearly printed warranty period, we felt the wait was worth itI guess we could've offered a replacement of the entire system but felt she didn't need to incur the bill for this equipment that only pcs was defectiveI had noticed that we have recieved a package from" ***"

My last message ended as I was saying. I had just recieved a package from [redacted] and believe it is Mrs [redacted]'s DVR.  We sincerely applolgize for the delay she incured and value our customers. We could have gone a different direction with this situation, the manufacturer [redacted] also could've went a different direction as well.   However I believe our establishment and [redacted] offered Mrs [redacted] an exceptional solution to her defective out of warranty dvr.  This complaint catches me somewhat off guard as I have worked at other establishments that do not value the customers as we do and would have only offered her replacement of the entire system at the full retail [redacted].  We have charged Mrs [redacted] nothing as she has a lifetime labor warranty on what we installed.  We planned to reinstall the new unit at no charge. The only charge she would incur is the shipping to [redacted].  [redacted] could have also handled this situation telling the customer their product warranty has expired and she'd have to purchase a new unit.  I believe we had handled this better than most businesses would as we put the customers solutions before the thought of unessesary charges for equipment that seems to be in good working conditions.  As Always though we appreciate Mrs [redacted] complaint and hope to learn how we can serve our customers better. Mrs [redacted]'s DVR has arrived and if she'd like we can still install at no charge. She will still only incur a shipping fee of 27.00 as we promised. If their is any better way for us to handle this or other situations we would appreciate all suggestions. thabks so much [redacted]