Bay Hydro

Here is a list of messages back and forth from the customer. Attached is the Refund we sent to the customer. There is no record or notification of any fire hazard. We were selling a product not manufactured by us, as soon as we were aware of an issue with the product from the manufacturer, we made...

sure each purchase from us included the new guidelines in running this product.[redacted] Customer - [redacted]Order ID: [redacted]Making FALSE claims about Bay Hydro LLC: Purchased Product: Secret Jardin 20w Oscillating Monkey Fan Purchase date Fri, Aug 4, 2017, 10:21 AM PT Package Shipped Fri, Aug 4, 2017 USPS Tracking # [redacted] Sep 15 1:18 PM - Customer: The Jardin fan I purchased suddenly stopped working. The motor was really hot. I let it cool off and turned it on again but it did nothing. I'd like to know what the replacement policy is regarding this product. Thank you in advance. Sep 15 5:05 PM - Bay Hydro:  Hello, I am sorry to hear this happened... Please return the fan for a warranty exchange. [redacted] OR Bay Hydro [redacted] Nov 3 2:28 PM  - Bay Hydro:  Hello, Here is the Tracking number for the replacement... [redacted] Undelivered message, more info click here. Dec 1 8:42 AM  - Customer:  Hello, I purchased one of your Secret Jardin fans in August and it stopped working shortly after. I paid $20 to ship the broken fan back and received a replacement fan from you, but no compensation for the shipping. Now, the replacement fan has stopped working after less than three weeks of use. Also, I found the fan extremely hot and the room smelling of melted plastic. This could have easily started a fire. I would like a full refund for this fan. Please let me know what you can do about this. Thank you. Dec 1 6:00 PM  - Bay Hydro:  Hello, I am sorry to hear you are having trouble... It has been brought to our knowledge the fans are not to be used at an angle pointing downward of more then 15 degrees when osculating as it puts to much stress on the motors and cause premature failure. So if that is how you are trying to use it then that is the issue. We are not the manufacture of the item and they are not offering any compensation for fan issues at this time. We wish they were and you are welcome to write them as we would love some reimbursements our selves for all the shipping cost. We end up loosing money on selling these fans when they have issues.. You are welcome to return the fan for an exchange but do not use them at any sort of angle. Regards, Bay Hydro Team [redacted] [e-mail address removed] [redacted]  Monkey+Fan+20W.pdf  = This is the PDF with guidelines from Manufacture Secret Jardin, received on 11-20-17. This flier was going to be sent out with ALL fans on their next shipment to distributor. As preventative we started including them in shipments along with letting customers like this one here that the manufacture has put out guidelines in using the fans. Dec 1 6:19 PM - Customer:  First, your company wouldn’t be incurring all of the extra shipping costs if you weren’t knowingly selling defective fans. Second, you could advise your customers about the issues with the angle of the fan instead of having them almost start a fire before they find out. This is very bad business. Not only will I be contacting [redacted] about this, I will be contacting the Revdex.com, and whoever else needs to be notified that you are knowingly selling a dangerous product to your customers. By the look of your company’s reviews, it looks like I’m not the only unhappy customer either. Very disappointing.Dec 1 6:19 PM - Bay Hydro - Auto response while we were moving to Loomis CA Thank you for contacting Bay Hydro LLC First off, Bay Hydro would like to thank you for your patience and understanding during this exciting time for us. We have completed our move to the new warehouse in Loomis, California. However the movers were not very careful in keeping any sort of organization of the products and we are still in the process of getting everything setup and organized. All orders are very important to us and we have been working around the clock to get your order shipped out. We are very sorry if your order has been delayed, and we are working to get it shipped out ASAP. This was a very big task to take on and we have learned some things of what to do different in the future ?. Please make note of Bay Hydro new address: Bay Hydro LLC [redacted]. 95650 NEW # [redacted] Sincerely, Bay Hydro Team www.BayHydro.com Dec 1 6:24 PM  - Customer:On Dec 1, 2017, at 6:00 PM, Bay Hydro LLC - [redacted] Marketplace <[e-mail address removed]> wrote: Message from Bay Hydro: Hello, I am sorry to hear you are having trouble... It has been brought to our knowledge the fans are not to be used at an angle pointing downward of more then 15 degrees when osculating as it puts to much stress on the motors and cause premature failure. So if that is how you are trying to use it then that is the issue. We are not the manufacture of the item and they are not offering any compensation for fan issues at this time. We wish they were and you are welcome to write them as we would love some reimbursements our selves for all the shipping cost. We end up loosing money on selling these fans when they have issues.. You are welcome to return the fan for an exchange but do not use them at any sort of angle. To: Bay Hydro First, your company wouldn’t be incurring all of the extra shipping costs if you weren’t knowingly selling defective fans. Second, you could advise your customers about the issues with the angle of the fan instead of having them almost start a fire before they find out. Dec 1 7:34 PM  - Bay Hydro:  We did let you know as soon as we found out... Dec 2 8:21 AM  - Customer:  Yet, you’re still offering me a defective replacement fan. Don’t worry, all of this documented information has already been organized and filed into formal complaints with [redacted] and with the Revdex.com. [redacted] actually told me that Bay Hydro is being investigated for deceptive practices. They also filed an [redacted] A-to-Z Guarantee on my behalf to recover my expenses. Also, they weren’t very happy to find out that Bay Hydro has been shipping out replacements without using the [redacted] seller system and also contacting customers through private email instead of [redacted] buyer/seller communications. This is what happens when you put yourselves before your customers. I’ll be looking forward to my refund.Dec 2 4:32 PM  - Bay Hydro:  The fans are NOT defective in anyway, Secret Jardin has put out guidelines in using the fans IE "not more then a 15 degree angle"... There is ABSOLUTELY no knowledge of any fans catching fire. WHY ARE YOU MAKING THINGS UP ? There is NO STOP SELL of the product from the manufacture in anyway. If there was of course we would not sell them. You are making false claims. And what are you talking about sending out replacements aside of [redacted] ? So [redacted] does not want us to honor the 1 year warranty ? That does not make any sense. And we have NOT contacted anyone on private messaging ? lies lies lies... Why are you making all this stuff up ? Dec 2 5:18 PM - Customer:  These fans swivel up and down by design. Bay Hydro mentioned nothing of the manufacturer’s guidelines until after the second fan overheated. The average person would likely aim the fan downward without prior knowledge of those guidelines. You mentioned that you were frustrated with the extra shipping you’ve had to do, yet you continue to offer these same fans as replacement without mention of the guidelines. Other customers have had this problem too. I did not say that the manufacturer stopped selling these fans. I said Bay Hydro didn’t make any attempt to advise me about the fault, even after the first fan overheated. When I told [redacted] that I received a replacement fan, they said they had no record of Bay Hydro sending a replacement and it must have been sent outside of [redacted]. This comes down to the fact that Bay Hydro was made aware of an obvious flaw in the product and did nothing to compensate or even pass on knowledge of the problem to me. If I were made aware that the fan had that fault, I wouldn’t have purchased it at all.Dec 3 12:25 AM - Bay Hydro:  Again we are not the manufacture or designer of the fans we are a retailer, We did let you know of the guidelines when we were notified from distributor recently... We just recently got knowledge of the recommendation from Secret Jardin and we let every customer know of guidelines put out by Manufacture... There is absolutely no known fire hazard nor has the manufacture pulled the products.... You are really digging deep for some sort of conspiracy theory... Dec 3 7:33 AM - Customer:  You didn’t mention anything about any new guidelines until after I complained about the 2nd fan that overheated. Are you telling me that it’s a coincidence that you found out the new guidelines the same day? I don’t think so. Also, it’s not a conspiracy theory when there are multiple incidents occurring with multiple customers. That’s called bad business. There ARE known problems with the product. That’s why you have multiple customers complaining and asking for replacements. That’s also why you were whining to me about having to re-ship a bunch of new fans. Just look at your ratings, especially for that product. Abysmal. 12-2-17: Customer Filed A-Z claim with [redacted] and also file FALSE complaint with Revdex.com. Bay Hydro was notified on 11-20-2017 from distributor of Secret Jardin's findings and the recommendation on product installation. See below ·         After analysis, returns with broken engine are due to growers not using the MFO20 horizontally: See “Screenshot.." picture joint.   ·         The manufacturer of the fan warranty 5000 hours WHEN THE MFO20 IS NOT USED MORE THAN 15° INCLINED!   ·         We are adding to all products (and website, social network…) the following CAUTION PAPER: See 201711 CAUTION pdf file joint. As soon as we got this notice from our distributor we took it upon ourselves without being told to do so and printed out the recommendation and began sending it out with any new shipments. We also let any customer like this one, [redacted], know of the issue Secret Jardin found. Just to let them know to make sure they are not using it at more then a 15 degree angle as this could cause pre mature product failure. NEVER once did I state we know their are fire danger or anything this customer is claiming. We work very hard to take case of all of our customers... I think the issues with this customer is the fact he has moved away out of the country and is unable to send the fan back and just wants us to refund him. We do not get covered if the unit is not returned. Customer is also lying to [redacted] stating we are messaging him directly aside of [redacted] system which is not true.