AmerTac Holdings Inc.

From: *** *** Date: Sun, Mar 19, at 1:PMSubject: ID # *** - AmerTac Holdings Inc.To: [email protected] received a replacement from the Company and am very satisfied with AmerTac and Revdex.com Thanks.I did not receive a request from Revdex.com to respond to confirm that his complaint had been resolved.The complaint has been resolved with an explanation and replacement and I am completed satisfied

I do apologize for some of the phone delays the customer may have experienced earlier this monthI normally have a staff of four Customer Service Representative, but for the first few weeks of September, we were down to twoOne left our company for an opportunity closer to home and another was on
personal leaveWe have since hired a replacement, and the other comes back from leave soonBut the half-staff situation may have led to some delays in answering phones and processing returns, especially during heavy call timesAs the attachment shows, she made her purchase on August 15, 2015, which would extend our 1-year warranty until August 15, Technically, it was out of warranty when she called in early September this year, but since it is just over a year, we decided to make an exception, stand behind our product, and honor the warranty for her The initial replacement shipment went to wrong address due to an order entry errorHowever, we sent another replacement out on Monday, 9/26, and that was delivered the very next day to her homeProof of delivery is attached here also.Thank you for your business, patience and understandingRegardsAmerTac

From: ** Date: Sat, Dec 9, at 10:AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: [email protected] you. Amertac sent me a replacement.Sent from *** Mobile Mail

8/23/16We recently received notification of a customer complaint you
filed against us with the Pennsylvania Office of Attorney General, Bureau of
Consumer ProtectionYou described performance issues you were having with one
of our *** Wireless Remote Control Systems, specifically, the
***
receiver.I apologize for the apparent defective unit you had the
experience with, and I am more than willing to provide you with the enclosed
replacement package which includes both a new receiver and remote transmitter.You did not provide details on the exact time of your attempt
to contact us nor any name of individuals you may have spoken to at that
time. We do keep records of all customer
calls regarding defective products, and we could not find any reference to your
name in the logIt certainly surprises me that one of my Customer Service
Representatives would not have helped you trouble-shoot the issue or arrange a
return or exchange considering how you explained the problemWe did have some
temporary help over a few months in late 2015, so it is possible a short-term
worker did not handle your call as we expect and requireAgain, I offer my
apologies for any inconvenience.I did include a copy of our warranty policy here for your
reviewPerhaps there was some miscommunication with our policy during your
callEither way, I truly hope this replacement suits your needs, and please do
not hesitate to contact me directly if you have any questions.Thank you, *** ***, for your business.Respectfully,Mike F.Business Operations Manager

Dear sir,We apologize for the difficulty you may have experienced trying to return your potentially defective item to our distribution centerWe relocated our business from Saddle River, NJ to Breinigsville, PA over four years agoSome of our items sold to our vendors years ago still
have our prior address on the packagingThat would explain why your package was returnedUnfortunately, we show no record of receiving an email from you through our company websitePerhaps your message was not completed or did not transfer to our inbox properlyOtherwise, my Customer Service team would have respondedWe do stand by our product warranty if the item is found to be defective within the warranty periodWe request proof of purchase along with the item thought to be defective so we can confirm if it was purchased within the warranty periodI am not aware if you provided proof of purchase with your package when it was sent to NJ, but I will not ask you resend the same package to our current addressAs a courtesy and a 'thank you' for your business and patience, I will have my customer service team send you out a replacement to your address providedThe model # you provided is actually the Lowes item number, but I was able to reference to our item #I am also enclosing a newer updated version of our programmable outdoor light controlIt is similar, but improved, and you may prefer this version if you need to purchase anymore in the future.Again, I apologize for the miscommunication of our location, and I thank you for your past and future business.Respectfully,AmerTac Customer Service

RE: AmerTac Model [redacted] – Rechargeable Votive Candle set   Dear Customer,   I am sorry you are having issues with the above noted product, and I apologize if there were any miscommunications you may have had with our Customer Service team members previously. As a good faith courtesy, I...

will have a replacement order processed for you today, and you should receive a new set at no charge within the next few days. I will also enclose a return label so you can send back the non-working set you have for us to evaluate. I appreciate you taking the time to allow us to respond to this issue and your assistance in giving us the opportunity to determine the cause of nonperformance.   I would also like to respond to several concerns you mentioned and clarify our warranty policy.   AmerTac offers a limited warranty on all our products which may range from 1-5 years depending on the product. If the product is returned, evaluated, and determined to be defective, the customer will be sent a replacement item, if they provide proof of purchase that establishes it was purchased within the warranty period. As is not uncommon within ours or many other industries, the customer is responsible for return shipping fees. Many times we receive returned products which do not qualify for warranty consideration for any number of reasons: the product is not ours; no proof of purchase; damage caused by improper repair or maintenance; negligent use or abuse; or we find that the product functions fine if used/programmed properly. In none of those instances should we have been responsible for the return shipping charges. However, if the product does function properly after testing, we will return it free of charge to the customer.   You also mention that someone told you they would send you a replacement charging cord. That may have been a misunderstanding. We do not carry spare parts here. If your purchase was beyond the store’s return policy but within our warranty guidelines, we would have just replaced the item in its entirety.   And just a quick note regarding the name on the product package.  AmerTac sells many of the same products to different retailers/merchandisers that require private name labels to be applied. So you may see the same product in multiple chains with different names on them. How they are priced in specific stores is their decision.   Thank you once again for bringing this to our attention and allowing us the opportunity to clarify and resolve your concerns. We appreciate your business, and we hope your replacement item will continue to perform up to your expectations.   Regards,   AmerTac Customer Service

This has been resolved.