Aritronix Ltd.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The device in question is still within its warranty and it still defectiveUnder the terms of the manufacturer's warranty it should be replaced
Regards,
*** ***

Hello,
The letter is in response to complaint # [redacted]
The customer that filed this complaint first contacted us on 4/7/2014 to let us know that his back-up battery connection in his SR-i900 alarm had corroded. We immediately set up the customer with an RMA...

#, RMA # [redacted], to send the alarm in to us for warranty repair/replacement. Our warranty policy is available on our website at http://ridescorpio.com/legal/store-policy/. The customer was somewhat difficult to deal with even though this was the very first communication between the two parties.
The customer’s alarm module and remote were received by us the very next day, 4/8/2014. The customer shipped the package via UPS Express International from Canada. The customer’s complaint that he had to pay close to $100 for shipping was an issue that was brought on by his decision to send the package via an express shipping option. A Priority Mail International flat rate shipment could have been chosen for $20-$30.
The alarm module and remote were immediately checked in for warranty service. The alarm was purchased on 7/7/2013 from a dealer,  “2 Fast Motorsports”,  and was verified to be covered under our manufacturers 1 year warranty. Upon inspection, there was a fairly large crack on the remote screen, which was also noted during the check-in process.
We attempted to fix the back-up battery connection located inside the alarm module and this fix passed all early tests but failed an alert test. Once the alert test failed, we replaced the alarm module with a brand new one. Before programming the customer’s original remote to the new module, we replaced the front cracked case with a new front case to try to go above and beyond the usual warranty process. Once the remote case was replaced we extensively tested the unit before sending back to the customer. The unit passed 100% of all tests!
We shipped the new alarm module with the customer’s original remote back to him on 4/15/2014 via USPS Priority Mail International. The customer received the package on 4/22/2014.
The customer contacted us on/around 4/29/2014 to let us know his remote (original remote)was bad and it would not accept 2-way commands from the module. We tried to help the customer troubleshoot this new issue, we even successfully re-encoded the remote to the module, but the customer became very difficult and was no longer willing to work with us on the phone. We were actually accused of breaking his remote when replacing the front cracked case, something we did to go that “extra mile”. At that point we offered to get the device back here while still covered under warranty for this new issue.
We stand behind our products 100% and we would love to get this device here to get this new issue figured out since we were unable to do so via a phone call. As stated in our warranty policy on our website, shipping charges to send the product in for a claim will not be refunded, however, we will cover the shipping costs to get the product back to the customer.
Thank you

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The device in question is still within its warranty and it still defective. Under the terms of the manufacturer's warranty it should be replaced.

Regards,

Hello,

The letter is in response to complaint # [redacted]

The customer that filed this complaint first contacted us on 4/7/2014 to let us know that his back-up battery connection in his SR-i900 alarm had corroded. We immediately set up the customer with an RMA...

#, RMA # [redacted], to send the alarm in to us for warranty repair/replacement. Our warranty policy is available on our website at http://ridescorpio.com/legal/store-policy/. The customer was somewhat difficult to deal with even though this was the very first communication between the two parties.

The customer’s alarm module and remote were received by us the very next day, 4/8/2014. The customer shipped the package via UPS Express International from Canada. The customer’s complaint that he had to pay close to $100 for shipping was an issue that was brought on by his decision to send the package via an express shipping option. A Priority Mail International flat rate shipment could have been chosen for $20-$30.

The alarm module and remote were immediately checked in for warranty service. The alarm was purchased on 7/7/2013 from a dealer,  “2 Fast Motorsports”,  and was verified to be covered under our manufacturers 1 year warranty. Upon inspection, there was a fairly large crack on the remote screen, which was also noted during the check-in process.

We attempted to fix the back-up battery connection located inside the alarm module and this fix passed all early tests but failed an alert test. Once the alert test failed, we replaced the alarm module with a brand new one. Before programming the customer’s original remote to the new module, we replaced the front cracked case with a new front case to try to go above and beyond the usual warranty process. Once the remote case was replaced we extensively tested the unit before sending back to the customer. The unit passed 100% of all tests!

We shipped the new alarm module with the customer’s original remote back to him on 4/15/2014 via USPS Priority Mail International. The customer received the package on 4/22/2014.

The customer contacted us on/around 4/29/2014 to let us know his remote (original remote)was bad and it would not accept 2-way commands from the module. We tried to help the customer troubleshoot this new issue, we even successfully re-encoded the remote to the module, but the customer became very difficult and was no longer willing to work with us on the phone. We were actually accused of breaking his remote when replacing the front cracked case, something we did to go that “extra mile”. At that point we offered to get the device back here while still covered under warranty for this new issue.

We stand behind our products 100% and we would love to get this device here to get this new issue figured out since we were unable to do so via a phone call. As stated in our warranty policy on our website, shipping charges to send the product in for a claim will not be refunded, however, we will cover the shipping costs to get the product back to the customer.

Thank you