American Power Conversion

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Per [redacted] 's response to my complaintI submitted a rebuttal and provided all supporting documentation only to receive a response back indicating that the damage must have come from another sourceThe only other sources could be electric or cable in which both were plugged into the APC surge protectorVery disappointed as APC obviously does not stand behind their warranty Regards, [redacted]

Ms [redacted] , I am very sorry to hear about the damage to your equipment and thank you for your detailed response through the Revdex.comI have discussed this matter with the claims processing team and they will be sending forms over to start the rebuttal process Please fill the forms out completely and direct any questions or concerns directly to the claims department Should anything else arise, please feel free to contact me directlySincerely, [redacted]

Revdex.com, A claim release was sent to this customer back in October with no response Mr [redacted] contacted our claims department yesterday and we immediately sent over a new release form It was immediately sent back signed This case is now closedThanks, [redacted]

Mr***, Thank you for contacting APC by Schneider Electric, through the Revdex.com, to express your concernI have instructed our claims department to reach out in order to start the claims rebuttal process You should see a communication from them in the next hours.If you need anything in the meantime, please feel free to reach out to me directlyThank you, [redacted] Director - Customer Care [redacted]

We have contacted this customer and offered a $gift card
plus free product for their troubles. The customer has agreed this is a valid solution. We consider it closed on our side

Dear Mr***, I apologize for the poor experience you have had with us thus far and appreciate your comments. I looked into this matter with our claims department and we will be reimbursing you in the amount of $710.00. I have also addressed your concern regarding our inability
to connect you to a manager. After an investigation, it seems there was an internal miscommunication. We have managers on hours a day so we should have been able to honor your request. I have spoken to the management staff to ensure this does not happen moving forwardI apologize again and please do not hesitate to contact me if you need anything elseBest regards, *** *** *** ###-###-#### Tell us why here

*** *** looked into complaint # ***, which was filed on 7/3/2015, and understands that the customer’s issue was not resolvedAfter receiving a recommendation from our sales team, the customer purchased our unit from a third party vendorUnfortunately, our recommendation did not
match the customer’s needsWhen the customer returned this unit to purchase the correct one, through that third party vendor, he incurred additional expensesWe agree that the customer should not pay expenses for an incorrect recommendation and to rectify this, we will compensate the customer with $as requested

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
Meeting was held with APC today and they still claim that their internal testing indicates that our damage was due to another sourceWe disagree with their decision as all electronics were plugged up correctly and routed through the surge protectorAPC/*** Electric is not willing to stand behind their warranty.
Regards,
*** ***

Revdex.com:
I have
reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

To continueproviding excellent customer service we have offered *** *** a goodwillpayment to assist her in replacing her computerThis payment offer was emailedto her on Tuesday, September 8, If we can provide additional informationplease let us know

I spoke to Mr*** today and explained how the claims process worked. His replacement unit was in transit at the time of his complaint and is scheduled for delivery today, May 27th. I instructed Mr*** to fill all claims paperwork out completely and return it with the old surge
protector. Once we receive everything, we will test the unit and inform him of the next steps. I also informed Mr*** that the $he was seeing from the Blue Book web site was not product value but the charge Blue Book was charging for that information. Mr*** was sent an email by myself with the above written and he has my contact information should he have any questions moving forward

July 14, 2015 Dear Sir, *** *** looked into complaint # ***, which was filed on 7/7/2015, and understands that the customer’s issue was not resolvedAfter asking to be removed from all *** mailing listsmore than once, he was only removed from one list and continued
to receivemailTo rectify this, *** *** has added him to our Global Do NotContact list Sincerely, *** ***Customer Care Center Technical Supervisor

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

Revdex.com:I accept the $191 refund. When I receive the $191 refund this complaint will be considered closed. Until the $191 refund is received the case remains open. 
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Ms. [redacted], I am very sorry to hear about the damage to your equipment and thank you for your detailed response through the Revdex.com. I have discussed this matter with the claims processing team and they will be sending forms over to start the rebuttal process.  Please fill the forms...

out completely and direct any questions or concerns directly to the claims department.  Should anything else arise, please feel free to contact me directly. Sincerely,[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].  
Per [redacted]'s response to my complaint. I submitted a rebuttal and provided all supporting documentation only to receive a response back indicating that the damage must have come from another source. The only other sources could be electric or cable in which both were plugged into the APC surge protector. Very disappointed as APC obviously does not stand behind their warranty. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined...

that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Revdex.com,   We had a conference call today with [redacted], her husband, [redacted] claims department and a technical manager.  [redacted] agreed to do more research and attempt to acquire additional information that may change the outcome of this claim.  We agreed to set up another conference call within the next few working days to discuss further.    Thanks, [redacted]