Aston Global Reviews (%countItem)
Aston Global Rating
Address: 902 Nicholson Rd STE 100, Garland, Texas, United States, 75042-7869
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I purchased a shower tower SPSS302 from this company and the warranty is 3 years. Started using last month. It's defective.
I bought the above mentioned shower tower for a home I was remodeling. It was empty but starting having people in it 2 months ago. The shower doesn't work and I called them about it. They said the warranty was for a year only however my paperwork says I have a 3 year warranty. They also said because it wasn't put in my personal home there is no warranty. The paper doesn't state that either. I paid a plumber $150 to check it out already. They sent me a part but I need to pay a plumber again when I've asked over and over to send a replacement.
They refuse to send me a replacement so I am forced to purchase a brand new system. I want my money back for the purchase and plumber I've already paid to find out the problem. They refuse to stand by their warranty.
The Aston SPSS302-II Shower Panel carries the Aston Global Inc. Parts-Only Limited Warranty. Aston warrants for a period of 3 years from date of purchase that the product is free from manufacturing defects in materials and workmanship, when used under normal conditions - and if found to have manufacturing defects product will be repaired or replaced by Aston Global.
Per our warranty (attached for reference):
The determination as to whether product shall be replaced, or in the alternative, repaired, shall be made solely by Aston Global. If the product is determined to be covered by the warranty Aston Global will ship the replacement part/s.
The warranty coverage is, however, subject to conditions one of which is: (2) the product must be installed in a single family dwelling unit where the original purchaser of the product resides.
(The customer has admitted that this panel is
installed in a "spec home" and has "tenants" -
the unit is not installed in the dwelling in
which the original purchaser resides.)
The warranty does NOT cover Labor cost incurred in the removal, disassembly, reassembly, or installation of the product, including replacement products issued under the warranty.
As part of the trouble-shooting process the Aston tech offered a resolution, which unfortunately, did not work. It was noted in the email communications that this panel is installed in a home in which the original purchaser does not reside (email attached); although the conditions of this warranty were not met, Aston supplied a replacement part at no cost in an effort to assist in repairing the panel. Based on these details, Aston has provided service and parts beyond the limits of the warranty. Subsequently, it is our recommendation that the thermostatic cartridge which the customer has their possession be installed into the unit.
(The consumer indicated he/she DID NOT accept the response from the business.)
The warranty I have says the unit has to be in a single family home and does not specify that I have to reside there. They sent me a part that requires a plumber and will be cost prohibitive to pay on top of the $411 I've already paid for the unit. I just asked for a replacement of the unit and I would send then back the unit I have for them to replace the part on their expense and do what they want with it. This would be done by any other manufacturer with the warranty I provided. What is so difficult on their part of make a customer happy and satisfied with the product?????
Please note that in our initial response we quoted from the copy of the warranty that the consumer attached to her response and has in her possession. In the third paragraph, under conditions - condition 2 of the warranty clearly states: (2) the Product must be installed in a single family dwelling unit where the original purchaser of the Product resides.
The warranty also states: "The determination as to whether Product shall be replaced, or in the alternative, repaired, shall be made solely by Aston Global. If a Product is determined to be covered by the above Warranty, Aston Global will ship the replacement part(s) to Customer"
Although the customer did not meet the conditions of the warranty Aston still sent a part (at no cost) that will repair the issue that her tenant is having with the shower panel. The warranty also states that Labor costs are not covered. "5. Labor costs incurred in the removal, disassembly, reassembly, or installation of the Product(s), including replacement Products issued under the Warranty, or costs for transportation to Aston Global, and any other materials necessary to return Product to Aston Global.". It is Aston's position that Aston has provided service and parts beyond the limits of the warranty. It is still our recommendation that the thermostatic cartridge which the customer has their possession be installed into the unit. I have again attached a copy of the warranty (which is the copy supplied by the customer) with the quoted sections highlighted.
(The consumer indicated he/she DID NOT accept the response from the business.)
The warranty I provided does not say that the unit has to be in a single family home where the owner presides. Please read the warranty I attached and show me where it says that. The unit was defective and I don't understand why they won't send a new one like any other company would do. How is this proper business practice? I'm so disappointed that a $400 unit will be going to the garbage.
Shower door handle screw was stripped in the NEW handle, require replacement.
Contacted Home Depot, purchased through them, and the 3 month return had expired, contacted Aston ( November 2017) and spoke / emailed with rep who promised to ship a replacement handle - waited 1 month, then emailed and finally heard back in January for technical support, person I was dealing with left the company, again promised that the part would be shipped out - again not reply to emails or phone calls, its now March 19, 2018
Ship replacement shower handle - odd size so i can not even purchase, at my own expense, a replacment
We would like to extend our sincerest apologies to Mr. for any frustration experienced in working with our parts department. This is not representative of our intended customer experience. In reviewing Mr. case internally it was found that proof of purchase was not provided, which caused the initial delay. The Aston representative that Mr. had been working with had since left Aston Global; unfortunately this further delayed Mr.' request. To date, we have not received proof of purchase, which is required to process a warranty parts replacement request. However, in an effort to show good faith and provide optimal customer service, Aston expedited and shipped the requested part on March 20, 2018. Tracking number EPXXXXXXXXXUS was emailed to the Mr. at ***@gmail.com on 3/21/18. The requested part is currently in transit with an estimated delivery of Wednesday, March 28, 2018.
We do pride ourselves on our customer service and always being available to assist with any inquiries or questions that the end-consumer may have. We are truly disappointed that we did not meet Mr. expectations of satisfactory customer service.
(The consumer indicated he/she ACCEPTED the response from the business.)