We have no record of a [redacted] emailing customer service on November 25, nor do we have any record of an email from this person on December 1. There has been no contact as of this date. We did return a phone call from this customer but there was no answer.
We receive hundreds of calls every week during the winter season. There is no way to train and hire people fast enough to handle the large influx of calls, only to let them go in 8-10 weeks. That is why most other heater companies do not offer customer service. It is simply a matter of limited personnel. We cannot hire an answering service to perform diagnostics over the phone. We have to use trained personnel for this job and the job only lasts from November to February. We also provide parts for a number of heaters that we do not manufacture because no one else carries the parts and most have gone out of business. It takes 2 months to train one person on diagnostics, and these are seasonal products.
We try to call everyone back within 48 hours. We are still in business because 99% of our customers are happy with our service. The only ones that report to the Revdex.com are those that are not satisfied with our service. There are over 250,000 customers who are satisfied. We know that we cannot satisfy everyone. The customer has made no attempt to contact us. There is nothing in our customer service records unless it is under a different name. We can dispute this all day long but it is a mute point. Does this person want to continue complaining or do they need help with one of our products? They have never informed us of the problem. Maybe they did not send an email through the proper channels into our customer service department? There is no way to resolve this issue because we have no idea what this customer even wants.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
We provided the customer with free warranty parts and paid the shipping which was not a part of the warranty policy. We also included instructions with the parts. The two parts are marked and should be replacing those parts that are marked similarly. We attempted to call the...
customer twice but the customer did not pick-up. We will continue to try and contact the customer by telephone. ReneeCustomer serviceTell us why here...
Complaint: [redacted]I am taking issue with this...
response because:
1) Today is the FIRST time I have received a call from BioSmart. Unfortunately, I was unable to answer but did receive a voicemail and will respond tomorrow ASAP. I have received no missed calls from BioSmart, no emails, and no other voicemails except for the one today. Their statement that they have attempted to reach me repeatedly is incorrect. Had they attempted to call me and left me voicemails or emails or something, then I would not have involved the Revdex.com. I only did so as a last resort because I was getting no response at all. Now, I will state that wires can get crossed and technical issues happen, but it seems interesting to me that today is the first time they have ever been able to successfully leave me a voicemail.
2) I was specific in my email as to what the issue was, and did reference the actual order number and product I was having an issue with. Additionally, I replied to support on the email I had with Patti almost a year prior, and that contained all the information from before, including model, etc. I will provide all requested information again when I contact Biosmart back tomorrow.
I do appreciate the call-back and voicemail, and will work with them to restore my faith in their product, service, and support ability.Sincerely,[redacted]
The individual who filed this complaint was not our customer, however, we did call the number they left. We finally cross referenced the phone number to locate the actual customer, [redacted]. The original customer purchased in-wall heaters from us in November of 2010. The...
warranty had expired but we are glad to provide parts for the heaters. I attempted to call this customer back previously. I reached this customer directly on 8/3 by telephone and later that week I shipped him parts for his heaters. I charged him the dealer price for the parts which was 50% off the retail price because of the difficulty he claimed he had when contacting us. We have yet to receive payment for those parts. Had the person who called in the complaint referenced the correct account we would have had several ways of contacting them earlier by email or telephone. The original customer did contact our sales department by email on about 8/3 which was forwarded to me and I was able to reach the customer by phone.
The customer service person he spoke to thought that the problem had been resolved. We are happy to exchange the heater had we known that there was still a problem. The last contact date was 1/8/16 and it is now April. He can obtain an RMA number and shipping label by calling...
customer service or by emailing me at [email protected]
Please include your name, order no., and telephone number in the email.
We have no record of an email from this customer. We do not know which telephone number this customer called in on in order to trace our response. We will contact the customer directly to resolve this issue.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Biosmart was initially quite prompt on sending me the two switches, a diagram showing their locations and how to locate them, and a separate note telling me which switch needed to be replaced in which heater. The problem was that I lost the note telling which heater needed which switch. That was all I needed, and that was why I kept e-mailing and phoning for help. I am temporarily partially handicapped due to a spinal infection which required surgery, so getting both heaters taken apart and replacing switches, then testing them in small bathrooms to see if they functioned properly until I got the right combination took several days because I kept getting tired, confused, and angry. I did finally get both working properly. Thank you for your time and trouble.
Sincerely,
[redacted]
With the additional information contained in this email we were able to locate this customer. Patti, the customer service person handling this case indicated in her notes that this customers issue had been resolved. We apologize for the lack of attention on our part since we thought this had been taken care of long ago.
Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]
Good day although I appreciate this response it is not entirely accurate. Although I may not have made the original purchase I am married to the person that did so therefore I do believe I am a customer. I have tried several times to send emails to the website and contact customer service via email and by phone. I have followed the instructions on the webpage and filled out several forms requesting assistance. You do not receive any response that the company even has received your email. Their phone message states they will call you back in one business day...when I finally spoke to the owner he identified it was a seasonal company and the phones are not manned by anyone. Also he only tried to call once as left only 1 message which I promptly returned the next day. I believe that I only received a response as I guessed at an email to send the owner of the company that I found on his web page. I believe my husband has now received these parts for his heaters and we will pay for them as that is what good services is about.
We have made multiple attempts to contact this customer by phone. Additional attempt made on 10/31/16. Customer was not specific in her email regarding the problem or the model no. We will continue to try and contact this customer.
We have no record of a [redacted] emailing customer service on November 25, nor do we have any record of an email from this person on December 1. There has been no contact as of this date. We did return a phone call from this customer but there was no answer.
We receive hundreds of calls every week during the winter season. There is no way to train and hire people fast enough to handle the large influx of calls, only to let them go in 8-10 weeks. That is why most other heater companies do not offer customer service. It is simply a matter of limited personnel. We cannot hire an answering service to perform diagnostics over the phone. We have to use trained personnel for this job and the job only lasts from November to February. We also provide parts for a number of heaters that we do not manufacture because no one else carries the parts and most have gone out of business. It takes 2 months to train one person on diagnostics, and these are seasonal products.
We try to call everyone back within 48 hours. We are still in business because 99% of our customers are happy with our service. The only ones that report to the Revdex.com are those that are not satisfied with our service. There are over 250,000 customers who are satisfied. We know that we cannot satisfy everyone. The customer has made no attempt to contact us. There is nothing in our customer service records unless it is under a different name. We can dispute this all day long but it is a mute point. Does this person want to continue complaining or do they need help with one of our products? They have never informed us of the problem. Maybe they did not send an email through the proper channels into our customer service department? There is no way to resolve this issue because we have no idea what this customer even wants.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
We provided the customer with free warranty parts and paid the shipping which was not a part of the warranty policy. We also included instructions with the parts. The two parts are marked and should be replacing those parts that are marked similarly. We attempted to call the...
customer twice but the customer did not pick-up. We will continue to try and contact the customer by telephone. ReneeCustomer serviceTell us why here...
Complaint: [redacted]I am taking issue with this...
response because:
1) Today is the FIRST time I have received a call from BioSmart. Unfortunately, I was unable to answer but did receive a voicemail and will respond tomorrow ASAP. I have received no missed calls from BioSmart, no emails, and no other voicemails except for the one today. Their statement that they have attempted to reach me repeatedly is incorrect. Had they attempted to call me and left me voicemails or emails or something, then I would not have involved the Revdex.com. I only did so as a last resort because I was getting no response at all. Now, I will state that wires can get crossed and technical issues happen, but it seems interesting to me that today is the first time they have ever been able to successfully leave me a voicemail.
2) I was specific in my email as to what the issue was, and did reference the actual order number and product I was having an issue with. Additionally, I replied to support on the email I had with Patti almost a year prior, and that contained all the information from before, including model, etc. I will provide all requested information again when I contact Biosmart back tomorrow.
I do appreciate the call-back and voicemail, and will work with them to restore my faith in their product, service, and support ability.Sincerely,[redacted]
The individual who filed this complaint was not our customer, however, we did call the number they left. We finally cross referenced the phone number to locate the actual customer, [redacted]. The original customer purchased in-wall heaters from us in November of 2010. The...
warranty had expired but we are glad to provide parts for the heaters. I attempted to call this customer back previously. I reached this customer directly on 8/3 by telephone and later that week I shipped him parts for his heaters. I charged him the dealer price for the parts which was 50% off the retail price because of the difficulty he claimed he had when contacting us. We have yet to receive payment for those parts. Had the person who called in the complaint referenced the correct account we would have had several ways of contacting them earlier by email or telephone. The original customer did contact our sales department by email on about 8/3 which was forwarded to me and I was able to reach the customer by phone.
Renee S[redacted]
The customer service person he spoke to thought that the problem had been resolved. We are happy to exchange the heater had we known that there was still a problem. The last contact date was 1/8/16 and it is now April. He can obtain an RMA number and shipping label by calling...
customer service or by emailing me at [email protected]
Please include your name, order no., and telephone number in the email.
Bruce S[redacted]
We have no record of an email from this customer. We do not know which telephone number this customer called in on in order to trace our response. We will contact the customer directly to resolve this issue.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Biosmart was initially quite prompt on sending me the two switches, a diagram showing their locations and how to locate them, and a separate note telling me which switch needed to be replaced in which heater. The problem was that I lost the note telling which heater needed which switch. That was all I needed, and that was why I kept e-mailing and phoning for help. I am temporarily partially handicapped due to a spinal infection which required surgery, so getting both heaters taken apart and replacing switches, then testing them in small bathrooms to see if they functioned properly until I got the right combination took several days because I kept getting tired, confused, and angry. I did finally get both working properly. Thank you for your time and trouble.
Sincerely,
[redacted]
With the additional information contained in this email we were able to locate this customer. Patti, the customer service person handling this case indicated in her notes that this customers issue had been resolved. We apologize for the lack of attention on our part since we thought this had been taken care of long ago.
Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]
Good day although I appreciate this response it is not entirely accurate. Although I may not have made the original purchase I am married to the person that did so therefore I do believe I am a customer. I have tried several times to send emails to the website and contact customer service via email and by phone. I have followed the instructions on the webpage and filled out several forms requesting assistance. You do not receive any response that the company even has received your email. Their phone message states they will call you back in one business day...when I finally spoke to the owner he identified it was a seasonal company and the phones are not manned by anyone. Also he only tried to call once as left only 1 message which I promptly returned the next day. I believe that I only received a response as I guessed at an email to send the owner of the company that I found on his web page. I believe my husband has now received these parts for his heaters and we will pay for them as that is what good services is about.
[redacted]
We have made multiple attempts to contact this customer by phone. Additional attempt made on 10/31/16. Customer was not specific in her email regarding the problem or the model no. We will continue to try and contact this customer.