Avid Industries, Inc.

Revdex.com:
At this time, I have not been contacted by Avid Industries, Inc. regarding complaint ID [redacted].
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Avid's response is incorrect and untrue.  I first filed a ticket for the defective product on 3/**. When I hadn't received a response by 4/*, I sent another msg in the same ticket stating that it had been 5 days with no response.  Later that day, I finally received a reply from an Avid customer service rep, which stated:"I apologize for the delayed response, this ticket was auto assigned to rep that is on leave.Are there issue with the batteries or just the charging pack/case?"Within the hour, I posted a response to the CS rep's question. On 4/*, I still had not heard back, so left another update with even further details. On 4/**, I still had not received a reply, so left another msg requesting that someone please get back with me. No response. Later that day, I posted a second ticket. No response. I reposted again on 04/** when I still had not received a reply. To date, the only two pieces of communication I have received from Avid are: the msg stating that my original ticket had been assigned to someone on vacation, and the response to this Revdex.com complaint. For reference, Avid can view the full ticket thread here (one msg from Avid - the remainder are all from me): [redacted]If there was a msg somewhere on Avid's website stating an issue with their ticketing system, I certainly never saw it, and that wasn't the CS rep's stated excuse either. I navigated around quite a bit in search of a phone number, so where their supposed msg was hiding regarding some faulty ticketing system is still unknown. (However, if they're not going to have a ticketing system that functions 100% of the time, they'd do well to publish an email address, a phone number, or some other means of contact outside of their PO Box.)I was very patient for over two weeks, merely requesting a response and giving them the benefit of the doubt. I have never filed a complaint with the Revdex.com before, but after realizing that this company had no intention of making right on their sale of a defective product, I filed this complaint without any reservations.When invited to give a review of the product I purchased, I did so...the product was defective, but because I've purchased the same product from other companies in the past without an issue, and because I received unacceptable communication from Avid regarding the defective product, my review* stated that the product was great, but shoppers should purchase elsewhere. I also stated that if my comment were deleted, there were other means of leaving reviews. *Avid's reviews are moderated, so my review was never published. The purpose of a review is to provide other shoppers with the opinions of previous purchasers - at Avid, those reviews are skewed, as only "approved" reviews are published. As Avid has not followed through on anything other than a Revdex.com complaint response, I'm not going through the additional effort to return the defective product, hoping that they will refund my money. After Avid's responses to date (and lack thereof), I've zero faith in their business practices, and have already wasted more time than any customer should have to spend to get a valid replacement or refund. They can keep the $50 and I'll know not to order from them again, and will share my experience with others.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Customer sent in an email using our ticket system, our ticket system was experiencing server issues, the issue with our ticket system was clearly posted on our site and we apologized for any missing tickets or delayed responses. Considering this issue with our ticket system...

her first ticket was not received and was appropriately not responded to. Customer sent a second ticket in on April [redacted] and this ticket was responded to within our 24hr response time. We explained our server issue and apologized for the delay.  Customer clearly read our response (our ticket system can track when a ticket is viewed by recipient, and it was viewed almost immediately). We received no response to our response, and then later we received this complaint from the Revdex.com. After reading this Revdex.com complaint and rereading her recent email with derogatory statements, threats, and negative social media threats, we will do nothing more for this customer other than the terms and conditions stated on our site. She can send the item back for a refund or a replacement. Defective items need to be returned for us to receive credit form our vendors (as clearly stated on our site). Once return is received (In full with all of its original components and packaging) a replacement will be sent or will apply a credit for full product value only(as clearly stated on our site). All this return information is clearly stated on our website.  We understand consumer’s frustration in not receiving a response to a CS ticket in an acceptable amount of time, our response to the second email explained our situation and apologized. When they become threatening and belligerent we are no longer willing to go the extra step above our stated terms and conditions. As you can see in the customers complaint details “ so apparently Avid Vapor resells defective products and then pockets the profit.”  This is unnecessary and uncalled for and this is representative of the comments in her recent email to us. There is no need for further comment onthis complaint, We will refund the cost of goods when the defective item is received.

Review: I purchased a defective product from the company and went through a claims process to have the defective item replaced over 3 months ago! I was told they were checking the status of my problem over 1 1/2 months ago... when I informed them that the product had been returned with the provided RMA number which they provided. Not only is the service terrible but the actual product had been modified in an effort to thwart its effectiveness. I haven't been provided a replacement or refund and they have taken my items and money. I've received nothing and the company has ripped me off apparently assuming I will just forget about the issue apparently as my ticket has been marked as "resolved" when it has not! At this point i'm not even really concerned with a resolution other than leaving negative marks on this company as I have been treated very poorly and although I may accept a resolution of a refund or item replacement/upgrade or BOTH depends on how I am contacted and offered such as at this point I feel my complaint will be better suited to inform others of the fact that this company just does not care. I was going to just file this complaint and not even attempt to accept a resolution, but I will give the company one last chance to contact me with a sincere resolution of which I will decide upon its acceptance and close this complaint only if I feel the company is offering me a sincere apology and solution.Desired Settlement: guess I will take a cash refund. I was hoping that the product would either be repaired or made to the specifications it was prior as I previously liked the product and was a regular customer, but it seems unlikely at this point so I will accept a cash refund. I will leave it to the company to do what is right in this situation as I question their sincerity and desire to have me as a future customer.

Consumer

Response:

At this time, I have not been contacted by Avid Industries, Inc. regarding complaint ID [redacted].

Sincerely,

Review: I ordered a product from this company and it arrived defective. After numerous attempts to reach their customer service to arrange an exchange, replacement, or partial refund, they have simply ignored me. I have successfully ordered the same product from other companies, so apparently Avid Vapor resells defective products and then pockets the profit.Desired Settlement: Complete refund. At this point, I don't believe they even stock new quality products.

Business

Response:

Customer sent in an email using our ticket system, our ticket system was experiencing server issues, the issue with our ticket system was clearly posted on our site and we apologized for any missing tickets or delayed responses. Considering this issue with our ticket system her first ticket was not received and was appropriately not responded to. Customer sent a second ticket in on April [redacted] and this ticket was responded to within our 24hr response time. We explained our server issue and apologized for the delay. Customer clearly read our response (our ticket system can track when a ticket is viewed by recipient, and it was viewed almost immediately). We received no response to our response, and then later we received this complaint from the Revdex.com. After reading this Revdex.com complaint and rereading her recent email with derogatory statements, threats, and negative social media threats, we will do nothing more for this customer other than the terms and conditions stated on our site. She can send the item back for a refund or a replacement. Defective items need to be returned for us to receive credit form our vendors (as clearly stated on our site). Once return is received (In full with all of its original components and packaging) a replacement will be sent or will apply a credit for full product value only(as clearly stated on our site). All this return information is clearly stated on our website. We understand consumer’s frustration in not receiving a response to a CS ticket in an acceptable amount of time, our response to the second email explained our situation and apologized. When they become threatening and belligerent we are no longer willing to go the extra step above our stated terms and conditions. As you can see in the customers complaint details “ so apparently Avid Vapor resells defective products and then pockets the profit.” This is unnecessary and uncalled for and this is representative of the comments in her recent email to us. There is no need for further comment onthis complaint, We will refund the cost of goods when the defective item is received.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Avid's response is incorrect and untrue. I first filed a ticket for the defective product on 3/**. When I hadn't received a response by 4/*, I sent another msg in the same ticket stating that it had been 5 days with no response. Later that day, I finally received a reply from an Avid customer service rep, which stated:"I apologize for the delayed response, this ticket was auto assigned to rep that is on leave.Are there issue with the batteries or just the charging pack/case?"Within the hour, I posted a response to the CS rep's question. On 4/*, I still had not heard back, so left another update with even further details. On 4/**, I still had not received a reply, so left another msg requesting that someone please get back with me. No response. Later that day, I posted a second ticket. No response. I reposted again on 04/** when I still had not received a reply. To date, the only two pieces of communication I have received from Avid are: the msg stating that my original ticket had been assigned to someone on vacation, and the response to this Revdex.com complaint. For reference, Avid can view the full ticket thread here (one msg from Avid - the remainder are all from me): [redacted]If there was a msg somewhere on Avid's website stating an issue with their ticketing system, I certainly never saw it, and that wasn't the CS rep's stated excuse either. I navigated around quite a bit in search of a phone number, so where their supposed msg was hiding regarding some faulty ticketing system is still unknown. (However, if they're not going to have a ticketing system that functions 100% of the time, they'd do well to publish an email address, a phone number, or some other means of contact outside of their PO Box.)I was very patient for over two weeks, merely requesting a response and giving them the benefit of the doubt. I have never filed a complaint with the Revdex.com before, but after realizing that this company had no intention of making right on their sale of a defective product, I filed this complaint without any reservations.When invited to give a review of the product I purchased, I did so...the product was defective, but because I've purchased the same product from other companies in the past without an issue, and because I received unacceptable communication from Avid regarding the defective product, my review* stated that the product was great, but shoppers should purchase elsewhere. I also stated that if my comment were deleted, there were other means of leaving reviews. *Avid's reviews are moderated, so my review was never published. The purpose of a review is to provide other shoppers with the opinions of previous purchasers - at Avid, those reviews are skewed, as only "approved" reviews are published. As Avid has not followed through on anything other than a Revdex.com complaint response, I'm not going through the additional effort to return the defective product, hoping that they will refund my money. After Avid's responses to date (and lack thereof), I've zero faith in their business practices, and have already wasted more time than any customer should have to spend to get a valid replacement or refund. They can keep the $50 and I'll know not to order from them again, and will share my experience with others.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,