Cannon Water Technology, Inc.

We are sorry that Mr*** feels as though this is a personal attack against him, it is not. We have company policies and have to follow them for everyone. We very seldom have problems with incorrect items or returns but when we do we strive to take care of them in the most efficient and
practical way. As soon as it was brought to our attention that Mr*** received the wrong pump, we sent him a warranty exchange, no questions asked. Upon finding out that the replacement did not work for him either, we asked for him to return the merchandise per our return policy and we would start the return process. It wasn’t until after his credit card company refused his request for a chargeback that he returned a portion of the equipment sent to him. Because not all of the equipment was returned we were unable to process a returnAfter inspecting the items that were sent back we determined that the damage was caused by the customer and some parts were damaged during the return shipment due to improper packagingWe then offered to fix the damaged pump for $in parts waiving the labor cost and paying for the return shippingMr*** stated he wanted a full refund and we explained to him that we would need to receive all of the merchandise he received, including the original pump with serial number that was still in Mr***’s possessionMr*** stated that he would not return anything else to us. We are only asking to receive all the merchandise he received before processing any kind of a refund, because as stated to the credit card company in his first dispute, “Why should the customer receive a full credit when they refuse to return our merchandise; that is no different than theft.” We notified Mr*** that we would return the pump and parts that he returned to us September 4th, if we did not receive the rest of the equipment per our email correspondence and would consider the case closed. We emailed Mr*** to confirm whether he returned the missing parts and he stated he did not and will not so we properly packaged the pump and shipped it back via UPS to him and it is estimated to arrive to his home on September 14th (tracking ***) The above summary can be substantiated with the attached email correspondence between Mr*** and David ***, our Sales Manager. Attached in .pdf format is:Chargeback Notification from Merchant Services, Case # ***Chargeback Response from *** Water Technology dated 07/23/(of which was reversed and we received our funds back into our account on 7/31/2015)Email correspondence with Mr*** following his partial return of merchandise, including photos of how product was improperly packaged.Photos of properly package product being returned to Mr*** because of his unwillingness to send all of product back as required per our return policy.UPS Shipment Detail of our return of his merchandise. Thank you! *** ***

As stated before and in our return policy, all items must be returned prior to processing a refund
Return Policy
All returns must be authorized by Cannon Water TechnologyCall Cannon Water Technology to obtain a return authorization number before shipping back to Cannon Water
Buyer is responsible for return freight feesA 15% restocking fee may applyIf the manufacturer has a higher than 15% restocking fee the higher amount will apply
Cannon Water Technology will replace any defective or non working DOA (Dead On Arrival) equipment with same or like equipment within days of receipt of equipment, except where items are on back-order and are needed to complete initial orderThirty day return policy will go into effect when all equipment ordered is receivedCannon Water Technology will reimburse shipping fees only when item is deemed defective or non working DOA
All returns must be in original packaging with all parts and manuals in resale-able conditionAny returned items not in resale-able condition, missing parts or manuals will be charged a 25% re-manufacture fee
Under no circumstances can equipment that has been used for chemical service be returned for creditWe will make every effort to help you select the proper equipment before you purchase it
If you have any questions about your application we can help you make the right choiceCall us to speak with a technical support representative
To obtain return authorization call ###-###-#### or contact us in writing via [email protected]

I would like to share with the public a recent bad experience that I had with Cannon Water Technology Inc I recently made a small purchase from Cannon It took several days longer than to receive an email notification that my purchase was in transit After days of waiting (California to Oregon) I took the supplied tracking information from one of three Cannon purchase email responses and tracked my purchase to a nearby town or shipping hub I thought ok, it is close and it should be delivered shortly After another days went by I became concerned so I tracked it again to find that it had not moved from the nearby town in days Naturally I contacted the shipper who recommended the standard procedure lost package claims process which I agreed to The shipping company stated that they would contact Cannon Water Technology since in fact they were the customer who purchased the shipping service to let them know about the lost package The shipping company also recommended that I also follow through by contacting Cannon which I did in a brief email The shipping company then asked me the value of the lost package for their reimbursement procedure in the event that they could not locate and forward the package along to me In addition, they informed me that since Cannon was the primary customer who purchased the shipping, they would not be able to involve me further in the claims process and that Cannon would resolve the issue directly with meI waited patiently for several days and after yet another days (approximately days total) I contacted Cannon by email to ask how they would be resolving my long lost purchaseMy correspondence with Cannon goes as follows:
Me-
I informed Cannon that the package was still not here after nearly days and that the shipper has started a lost package claim I asked how they would like to proceedCannon replied-
“We’ve been waiting for an unknown person to contact us about this shipping claim” They claimed they had no way to get in contact with me even though I had simultaneously received a voice message telephone call from themMe-
In short, I expressed my unhappiness in their customer service while handling my order and asked again how they would like to satisfy me for my undelivered purchase?
Cannon replied-
“Since you initiated the shipping claim we are out of the loop and you are now responsible for it”They also stated they were waiting for some type of document from the shipping companyMe-
Before replying to Cannon, I called the shipper back to confirm Cannon’s response about me being resposible I spoke with the investigation department who informed me that two days earlier they had been in direct phone contact with the Cannon Superior and another employee and that an reimbursement for the lost package had been already been issued back to Cannon I emailed Cannon back and pointed out the statements they made about the shipping company’s claims process and the factual status of our issue and the claim I again asked for a refund or another meter to be sent or I would involve PayPal claims and the Revdex.comCannon-
Responded with “the *** in your court” followed by accusations of me possibly being fraudulent, claimed they had no information on me, they said that my business telephone message greeting didn’t match my personal name and therefore was a “red flag” and they suspected me to be a possible scam or fraud, they said my emails looked fraudulent and accused me of possible fraudulent tactics by asking for a refund Cannon pointed out that the tracking number in my original email to them didn’t match and was invalidThis is true (it was a typo on my part) and yes I was one digit off Apparently I hit a “G” instead of a “6” on my keyboard while transferring the tracking number I am human and again, common sense would be a great asset to Cannon here especially since every other digit in the tracking number was accurate They demanded that I call on the telephone to discuss in length their policies or else they would cancel my order and threatened to turn me in to PayPal Business Services followed by continued investigations and vowed to withhold my refund if the lost package was returned All of this was done even though they had already received an insurance reimbursement or the intent to reimburse from the shipper Wouldn’t that be considered double dipping? I paid them originally and the shipper reimbursed them for the lost package so at this point, not only was I was being badgered with accusations of possible fraud but Cannon had been in fact paid twice for my purchaseI responded in dismay of their disturbingly unethical unprofessional customer service practices in one final email I told them that if I didn’t receive a refund in a timely manner that I would start a PayPal claim and request the funds yanked from their account and returned to me and if that didn’t work I would summons the Revdex.com who would most likely make quick work of our situation Needless to say a PayPal refund was posted in my account the following dayIn hindsight, maybe I should have contacted Cannon first instead of the natural provided path in my effort to find the missing package through Cannon’s supplied tracking information I didn’t feel the need to involve them considering the safety measures with their shipping provider for situations of this nature Perhaps I didn’t word my initial email according to the preferred standards of Cannon or its superiors…it doesn’t matter…I was the customer and in my opinion, they failed me at every level and with obvious intentMy concern to the public is this I just want all consumers to be aware of my bad experience with Cannon Water Technology InI want consumers to know about the disturbingly unprofessional behavior that I received during my experienceMost shockingly from a Cannon superiorI am truly embarrassed for Cannon's conduct in the business world and how the dealt with me over such a petty transaction and mostly for the level of disrespect and distrust they imposed on me without taking common sense into consideration…I was one of their paying customersAs a small business owner for years with a perfect record, it has always been my policy to respect and take care of my customer first My purchase with Cannon totaled less than a lousy sixty bucks My business policy would have been to immediately replace my customers purchase or provide a refund and deal with the reimbursement later The claim that Cannon had no contact information for me is a false They had my email contact information before my purchase transaction was ever completed followed by emails from them to me concerning the status and shipping of my order They could have obtained contact information for me through PayPal, the secure financial institution in which I sent them my money I provided Cannons Shipping Company my contact information which was forwarded along with the claim info (according to the shipping company investigation department) Cannon called my telephone number and left a recorded message disproving their claim Seven days without contact went by after the shipping claim was initiated and I had to contact them They could have asked a verification question by email such as my shipping address or the purchase item number, any number of things to rule out the possibility of fraud! The Cannon threats and accusations of possible fraud or me being fraudulent or a possible scam were completely unwarranted and could have been easily ruled out by simply looking at my email address attached to the original purchase order and comparing it to the matching correspondence totaling emails with the Cannon superior, the last of which Cannon presented their fraud theory on meI have made over *** internet sales transactions to date (with a 100% positive rating) not to mention the numerous internet purchases outside of *** all of which were processed through PayPal I have never had such a bad experience as my recent internet purchase with Cannon Water Technology IncI wish I had taken more time to carefully consider all options before committing to an on line purchase with Cannon Water Technology Inc

Mr. [redacted] states that [redacted] Water is skirting the facts so they have been outlined below and substantiated with supporting documentation attached (all 40 pages). To sum up the facts:1.       Mr. [redacted] (or his contractor) does not know the difference between a 110/120v and 220v electrical.  (Sometimes 120 volts is referred to as 110 volts or 115 volts and 240 volts as 220 volts or 230 volts.)  This conclusion is being drawn from Mr. [redacted]’s email dated 7/3/2015 stating that the pump he first received, 120v, which is clearly marked on the box and has a different electrical plug, was still installed. 120 prongs are vertical with respect to the ground plug and 220 prongs are horizontal with respect to the ground plug; the difference has been outlined below and attached.  Why did Mr. [redacted] not contact us immediately for an exchange, prior to installing?  Knowing this information [redacted] Water still had the pump manufacturer send him a replacement motor and gear box assembly, at no charge to him.2.       Mr. [redacted] states in his rejection dated 9/16/15 that [redacted] told him that he “…did not have to return the damaged item.” And that there was an email attachment to the effect. I contacted [redacted] at Revdex.com and asked him to send me the email attachment, and there was no email attachment stating for Mr. [redacted] to keep any items. There was a photo of an USPS receipt of customer partial return and a copy of Order Confirmation # [redacted] dated 6/19/2015.3.       Mr. [redacted] states in his rejection dated 9/16/15 that, “I contacted [redacted] Water and asked for a full refund. [redacted] told me to return the items and he would refund everything but the shipping”.  Mr. [redacted] agreed to our return policy when he purchased the item and [redacted] on numerous occasions as outlined below (and stated and substantiated in our first round of correspondence with Revdex.com) asked him to return the entire product so [redacted] Water could process his return request as per [redacted] Water’s return policy.4.       Mr. [redacted] states in his rejection dated 9/16/15 that, “…they STILL had not satisfied the initial sales agreement, they had not provided me with a working item…”  [redacted] Water Technology not only supplied him with a working pump but with a working pump that was installed incorrectly (because the customer or his electrician did not notice that the pump was labeled as 110 and that the electrical plug attached was for a 110) and a replacement 220 motor and gear box assembly.  Both the pump and motor and gear box assembly needed to be returned complete, per the return policy, and Mr. [redacted] still refused. At this point, Mr. [redacted] has not been able to provide anyone with any documentation showing that he was given, gifted, or otherwise a pump, motor, or any equipment.  All equipment that he received needed to be returned in order for us to provide him with a return of any kind. At this point, unless Mr. [redacted] can provide any factual information showing that he is in the right by keeping a portion of what he received from us and getting a full refund is what he should receive, I find this matter to be closed; and if Mr. [redacted] persists it will be considered nothing less than harassment. FACTS: 6/19/15:1.       Order #9074 placed online.  When placing an order online customer read and agreed to “the Shipping, Return, and Privacy policies.”  See attached for Return Policy.2.       Order was placed into [redacted] Water Technology’s order management system, Sales-Order # [redacted]3.       Purchase Order # [redacted] was created to have customer’s order shipped directly from the manufacturer. 6/22/15:1.       Manufacturer accidentally shipped the 120V version of the pump via UPS Tracking # [redacted] 6/24/15:1.       Customer received pump. 7/3/15:1.       Customer emailed sales department explaining that he (or his electrician) installed the 120v pump and “The unit has burned up…” [redacted]Please note that I have attached pictures of electrical plugs with a 120v connection versus a 220v connection, they are quite different and keyed differently from each other to prevent the end user from plugging into the wrong voltage socket. 7/4/15:1.       Sales Manager, [redacted], emailed customer (on a holiday) to let him know he received his email and would look into it first thing on Monday (July 6). 7/8/15:1.       A replacement 220v motor and gear box assembly was shipped to the customer by the manufacturer.  FedEx Tracking # [redacted] 7/10/15:1.       Customer received 220v motor and gear box.2.       Sales Representative, Steve Krueger, emailed customer apologizing for the issues and letting him know that he should receive the 220v replacement motor and gear box and to please contact him if there are any questions.3.       Customer replies to Steve stating that he only received half (only the motor and gear box assembly) and wanted his money back.4.       Steve handed the request back to Sale Manager, [redacted]. 7/13/15:1.       [redacted] emailed customer apologizing for his frustration and explaining how to change out the motor and gear box and letting him know where to look for videos on how to perform the procedure as well.  [redacted] also stated that if he would rather “return your equipment please send everythingback to us at [redacted] Water and will refund your original purchase price less the shipping cost.”2.       Customer replied stating that the equipment appears to be fragile and the roller assembly stripped out and stated that he would not pay to have the items returned.  Customer also stated that he would be contacting his credit card agency. 7/14/15:1.       Customer emailed [redacted] asking for the “final disposition” regarding this matter.2.       [redacted] responded that he “may return (his) equipment per our return policy.”3.       Customer responded stating that he was going to contact his credit card company.4.       [redacted] replied letting him know “that’s called stolen property and credit card fraud. You are obligated to return the equipment for a refund.” 7/20/15:1.       $276.73 was deducted from [redacted] Water Technology’s bank. 7/24/15:1.       [redacted] Water received a Chargeback Notification from Merchant Services, Case Number [redacted]2.       Responded to Chargeback  (response detail given in previous correspondence with Revdex.com), USPS Tracking # [redacted] 7/30/15:1.       Chargeback Response received by Merchant Services 7/31/15:1.       $276.73 was deposited back into [redacted] Water Technology’s bank. 8/24/15:1.       Received a package from customer. (Photos of package and contents previously provided.)2.       [redacted] emailed customer addressing the facts as stated above as well as stating:a.       (Customer) installed the correct voltage pump and in doing so (customer) incorrectly installed the pump head which caused the copper barrel to strip out in the roller assembly.b.      (Customer) sent back the replacement motor and gear box with the stripped out roller assembly still attached to the main shaft.c.       The ends of the pump tube still in the pump broke off during shipping due to improper packaging. Parts loose in box.d.      The original pump with wrong voltage was not returned so therefore (customer) still (has) it.e.      Because not all items were returned a quote to fix the pump that was return, waiving the $35 repair charge.f.        If (customer does) not feel that (they) want us to refurbish the pump then we kindly offer to return the parts to (customer) at our cost. 8/27/15:1.       Customer responded that they would like a full refund and does not want [redacted] Water to refurbish the equipment. 8/28/15:1.       [redacted] replied stating that not all of the equipment was returned and in order to process a return all items needed to be returned.  [redacted] also stated, “Please ensure that you pack the return item well to avoid any further damage in shipping.  The last return you sent was not packed properly which caused damage to the parts inside.”2.       Customer responded asking [redacted] if he “gave” him the item in question and offered to sell [redacted] Water the equipment that he did not return. 8/31/15:1.       [redacted] explained that the pump he received was part of a warranty replacement and stated that if [redacted] Water did not received the missing items the customer received by Friday, September 4th that [redacted] Water would return the items that were sent and consider this matter closed. 9/4/15:1.       [redacted] emailed customer after all shipments had been received for the day asking for confirmation of his shipment of missing items for his return.2.       Customer responded that he would not be returning the items.3.       Returned items were properly packaged up and shipped back to customer via UPS, Tracking # [redacted] 9/11/15:1.       [redacted] Water received a complaint notification from Revdex.com, ID # [redacted]2.       [redacted] responded to Mr. [redacted] at Revdex.com via email. 9/14/15:1.       Customer rejected UPS shipment Tracking # [redacted] 9/15/15:1.       Received notice from Revdex.com that customer rejected our response. 9/16/151.       After reading customers response; customer stated:“I contacted [redacted] water and they agreed to send me the itemthat I had ordered. [redacted] also told me that I did not have to return thedamaged item. He told me to keep it as a backup, I didn’t. (email attached)”[redacted] Water emailed [redacted] (the Revdex.com representative that the response was sent to) asking for the “email”.2.       Mr. [redacted] sent me:a.       Photos of USPS receipt of customer partial returnb.      Order Confirmation # [redacted] dated 6/19/2015[redacted]There was no email attachment as stated, and nothing showing where he was told to keep anything.3.       [redacted] Water emailed a response to [redacted] as directed by [redacted] in an email dated 9/16/2015. Please let me know if there is anything further I can provide for you. Respectfully, [redacted]
** [redacted]
** [redacted]

Mr. [redacted] states that [redacted] Water is skirting the facts so they have been outlined below and substantiated with supporting documentation attached (all 40 pages).
 
To sum up the facts:
1.       Mr. [redacted] (or his contractor) does not know the difference between a 110/120v and 220v electrical.  (Sometimes 120 volts is referred to as 110 volts or 115 volts and 240 volts as 220 volts or 230 volts.)  This conclusion is being drawn from Mr. [redacted]’s email dated 7/3/2015 stating that the pump he first received, 120v, which is clearly marked on the box and has a different electrical plug, was still installed. 120 prongs are vertical with respect to the ground plug and 220 prongs are horizontal with respect to the ground plug; the difference has been outlined below and attached.  Why did Mr. [redacted] not contact us immediately for an exchange, prior to installing?  Knowing this information [redacted] Water still had the pump manufacturer send him a replacement motor and gear box assembly, at no charge to him.
2.       Mr. [redacted] states in his rejection dated 9/16/15 that [redacted] told him that he “…did not have to return the damaged item.” And that there was an email attachment to the effect. I contacted [redacted] at Revdex.com and asked him to send me the email attachment, and there was no email attachment stating for Mr. [redacted] to keep any items. There was a photo of an USPS receipt of customer partial return and a copy of Order Confirmation # [redacted] dated 6/19/2015.
3.       Mr. [redacted] states in his rejection dated 9/16/15 that, “I contacted [redacted] Water and asked for a full refund. [redacted] told me to return the items and he would refund everything but the shipping”.  Mr. [redacted] agreed to our return policy when he purchased the item and [redacted] on numerous occasions as outlined below (and stated and substantiated in our first round of correspondence with Revdex.com) asked him to return the entire product so [redacted] Water could process his return request as per [redacted] Water’s return policy.
4.       Mr. [redacted] states in his rejection dated 9/16/15 that, “…they STILL had not satisfied the initial sales agreement, they had not provided me with a working item…”  [redacted] Water Technology not only supplied him with a working pump but with a working pump that was installed incorrectly (because the customer or his electrician did not notice that the pump was labeled as 110 and that the electrical plug attached was for a 110) and a replacement 220 motor and gear box assembly.  Both the pump and motor and gear box assembly needed to be returned complete, per the return policy, and Mr. [redacted] still refused.
 
At this point, Mr. [redacted] has not been able to provide anyone with any documentation showing that he was given, gifted, or otherwise a pump, motor, or any equipment.  All equipment that he received needed to be returned in order for us to provide him with a return of any kind.
 
At this point, unless Mr. [redacted] can provide any factual information showing that he is in the right by keeping a portion of what he received from us and getting a full refund is what he should receive, I find this matter to be closed; and if Mr. [redacted] persists it will be considered nothing less than harassment.
 
FACTS:
 
6/19/15:
1.       Order #9074 placed online.  When placing an order online customer read and agreed to “the Shipping, Return, and Privacy policies.”  See attached for Return Policy.
2.       Order was placed into [redacted] Water Technology’s order management system, Sales-Order # [redacted]
3.       Purchase Order # [redacted] was created to have customer’s order shipped directly from the manufacturer.
 
6/22/15:
1.       Manufacturer accidentally shipped the 120V version of the pump via UPS Tracking # [redacted]
 
6/24/15:
1.       Customer received pump.
 
7/3/15:
1.       Customer emailed sales department explaining that he (or his electrician) installed the 120v pump and “The unit has burned up…”
 
[redacted]Please note that I have attached pictures of electrical plugs with a 120v connection versus a 220v connection, they are quite different and keyed differently from each other to prevent the end user from plugging into the wrong voltage socket.
 
7/4/15:
1.       Sales Manager, [redacted], emailed customer (on a holiday) to let him know he received his email and would look into it first thing on Monday (July 6).
 
7/8/15:
1.       A replacement 220v motor and gear box assembly was shipped to the customer by the manufacturer.  FedEx Tracking # [redacted]
 
7/10/15:
1.       Customer received 220v motor and gear box.
2.       Sales Representative, Steve Krueger, emailed customer apologizing for the issues and letting him know that he should receive the 220v replacement motor and gear box and to please contact him if there are any questions.
3.       Customer replies to Steve stating that he only received half (only the motor and gear box assembly) and wanted his money back.
4.       Steve handed the request back to Sale Manager, [redacted].
 
7/13/15:
1.       [redacted] emailed customer apologizing for his frustration and explaining how to change out the motor and gear box and letting him know where to look for videos on how to perform the procedure as well.  [redacted] also stated that if he would rather “return your equipment please send everythingback to us at [redacted] Water and will refund your original purchase price less the shipping cost.”
2.       Customer replied stating that the equipment appears to be fragile and the roller assembly stripped out and stated that he would not pay to have the items returned.  Customer also stated that he would be contacting his credit card agency.
 
7/14/15:
1.       Customer emailed [redacted] asking for the “final disposition” regarding this matter.
2.       [redacted] responded that he “may return (his) equipment per our return policy.”
3.       Customer responded stating that he was going to contact his credit card company.
4.       [redacted] replied letting him know “that’s called stolen property and credit card fraud. You are obligated to return the equipment for a refund.”
 
7/20/15:
1.       $276.73 was deducted from [redacted] Water Technology’s bank.
 
7/24/15:
1.       [redacted] Water received a Chargeback Notification from Merchant Services, Case Number [redacted]
2.       Responded to Chargeback  (response detail given in previous correspondence with Revdex.com), USPS Tracking # [redacted]
 
7/30/15:
1.       Chargeback Response received by Merchant Services
 
7/31/15:
1.       $276.73 was deposited back into [redacted] Water Technology’s bank.
 
8/24/15:
1.       Received a package from customer. (Photos of package and contents previously provided.)
2.       [redacted] emailed customer addressing the facts as stated above as well as stating:
a.       (Customer) installed the correct voltage pump and in doing so (customer) incorrectly installed the pump head which caused the copper barrel to strip out in the roller assembly.
b.      (Customer) sent back the replacement motor and gear box with the stripped out roller assembly still attached to the main shaft.
c.       The ends of the pump tube still in the pump broke off during shipping due to improper packaging. Parts loose in box.
d.      The original pump with wrong voltage was not returned so therefore (customer) still (has) it.
e.      Because not all items were returned a quote to fix the pump that was return, waiving the $35 repair charge.
f.        If (customer does) not feel that (they) want us to refurbish the pump then we kindly offer to return the parts to (customer) at our cost.
 
8/27/15:
1.       Customer responded that they would like a full refund and does not want [redacted] Water to refurbish the equipment.
 
8/28/15:
1.       [redacted] replied stating that not all of the equipment was returned and in order to process a return all items needed to be returned.  [redacted] also stated, “Please ensure that you pack the return item well to avoid any further damage in shipping.  The last return you sent was not packed properly which caused damage to the parts inside.”
2.       Customer responded asking [redacted] if he “gave” him the item in question and offered to sell [redacted] Water the equipment that he did not return.
 
8/31/15:
1.       [redacted] explained that the pump he received was part of a warranty replacement and stated that if [redacted] Water did not received the missing items the customer received by Friday, September 4th that [redacted] Water would return the items that were sent and consider this matter closed.
 
9/4/15:
1.       [redacted] emailed customer after all shipments had been received for the day asking for confirmation of his shipment of missing items for his return.
2.       Customer responded that he would not be returning the items.
3.       Returned items were properly packaged up and shipped back to customer via UPS, Tracking # [redacted]
 
9/11/15:
1.       [redacted] Water received a complaint notification from Revdex.com, ID # [redacted]
2.       [redacted] responded to Mr. [redacted] at Revdex.com via email.
 
9/14/15:
1.       Customer rejected UPS shipment Tracking # [redacted]
 
9/15/15:
1.       Received notice from Revdex.com that customer rejected our response.
 
9/16/15
1.       After reading customers response; customer stated:
“I contacted [redacted] water and they agreed to send me the itemthat I had ordered. [redacted] also told me that I did not have to return thedamaged item. He told me to keep it as a backup, I didn’t. (email attached)”
[redacted] Water emailed [redacted] (the Revdex.com representative that the response was sent to) asking for the “email”.
2.       Mr. [redacted] sent me:
a.       Photos of USPS receipt of customer partial return
b.      Order Confirmation # [redacted] dated 6/19/2015
[redacted]There was no email attachment as stated, and nothing showing where he was told to keep anything.
3.       [redacted] Water emailed a response to [redacted] as directed by [redacted] in an email dated 9/16/2015.
 
Please let me know if there is anything further I can provide for you.
 
Respectfully,
 
[redacted]
[redacted]
[redacted]  [redacted]
** [redacted]
** [redacted]

I am rejecting this response because:Nice story but lacks many factual componentsI ordered and paid for a stenner pumpCannon water sent me the wrong item; as a result it wasruined. They sent me 120v when I ordered 240v. I was lucky it didn’t cause afire. The thing burned up.I contacted Cannon water and they agreed to send me the itemthat I had ordered. [redacted] Cannon also told me that I did not have to return thedamaged item. He told me to keep it as a backup, I didn’t. (email attached)I received the new item, it required me to disassemble theold pump and reassemble most of the parts from the old motor onto the new one.I was NEVER able to get it to work.I contacted Cannon water and asked for a full refund. [redacted]cannon told me to return the items and he would refund everything but theshippingI asked for a shipping label--This is where it took a turn for the worse[redacted] refused, referred me to company policyI explained that they STILL had not satisfied the initialsales agreement, the had not provided me with a working item[redacted] became indignant claiming that he had lost enoughmoney on this alreadyI explained that I should not have to suffer damages to theamount of $40 for return shipping because they had failed to fill my orderproperlyAgain, [redacted] refusedI told him that I would be filing a claim with my creditcard companyHe threatened me by telling me that this was credit cardfraud and theft of property… both liesAfter filing the claim, the credit card company informed methat they could not help until I shipped back the item in question.So I did. I paid $40 in an attempt to be made somewhatwhole. (Return receipt attached)Once receiving the items back, [redacted] contacted me asking forthe ruined pump.I told him that he had given it to me and therefore thoughthe didn’t need it back, after all, it was ruined and he had told me to keep it(refer to email –“ alleviating you from having to return the original pump.”)I informed him that he could have this “other” pump, but Icertainly was not paying for return shipping for an item that he gave to me. Ioffered to ship it back at his expense.[redacted] refused, this time he claimed that he was SHIPPINGEVERYTHING BACK TO ME!I couldn’t believe it. I couldn’t get him to pay forshipping for anything… including the pump he gave to me. Now he is shippingeverything back?It could only mean that he has no intention of doing theright thing. He is doing everything in his power to defraud me of my money.Fact is that I returned 1 of each item that I purchasedfrom Cannon Water.Fact is that I have suffered much financial loss due to oneorder that I placed with an online company.I still have no working pump, and I now no longer have themoney that I paid to Cannon Water to get one.I would only like to be made whole and not have to dealwith this unprincipled company any further.

I am rejecting this response because:Here is the proof, admitting that Cannon did indeed ship an item that I did not order and showing no charge. Additionally, the email text from David Cannon himself :"This was the fastest way to solve the problem, alleviating you from having to return the original pump."You are more than welcome to have the pump back. I did not ship it back with the original return because I did not realize that you had any use for it. That being said, you can pay for the return shipping since you had given me a pump motor at no charge I have no obligation to return any item that you gave to me.Please refund me my money. Send me a shipping label for this pump that I will gladly give back to you and all this absurdity can end.

We are sorry that Mr. [redacted] feels as though this is a personal attack against him, it is not.  We have company policies and have to follow them for everyone.  We very seldom have problems with...

incorrect items or returns but when we do we strive to take care of them in the most efficient and practical way.  As soon as it was brought to our attention that Mr. [redacted] received the wrong pump, we sent him a warranty exchange, no questions asked.  Upon finding out that the replacement did not work for him either, we asked for him to return the merchandise per our return policy and we would start the return process.  It wasn’t until after his credit card company refused his request for a chargeback that he returned a portion of the equipment sent to him.  Because not all of the equipment was returned we were unable to process a return. After inspecting the items that were sent back we determined that the damage was caused by the customer and some parts were damaged during the return shipment due to improper packaging. We then offered to fix the damaged pump for $66.00 in parts waiving the labor cost and paying for the return shipping. Mr. [redacted] stated he wanted a full refund and we explained to him that we would need to receive all of the merchandise he received, including the original pump with serial number that was still in Mr. [redacted]’s possession. Mr. [redacted] stated that he would not return anything else to us. 
We are only asking to receive all the merchandise he received before processing any kind of a refund, because as stated to the credit card company in his first dispute, “Why should the customer receive a full credit when they refuse to return our merchandise; that is no different than theft.”
 
We notified Mr. [redacted] that we would return the pump and parts that he returned to us September 4th, 2015 if we did not receive the rest of the equipment per our email correspondence and would consider the case closed.  We emailed Mr. [redacted] to confirm whether he returned the missing parts and he stated he did not and will not so we properly packaged the pump and shipped it back via UPS to him and it is estimated to arrive to his home on September 14th (tracking [redacted])
 
The above summary can be substantiated with the attached email correspondence between Mr. [redacted] and David [redacted], our Sales Manager.
 
Attached in .pdf format is:
Chargeback Notification from Merchant Services, Case # [redacted]
Chargeback Response from [redacted] Water Technology dated 07/23/2015 (of which was reversed and we received our funds back into our account on 7/31/2015)
Email correspondence with Mr. [redacted] following his partial return of merchandise, including photos of how product was improperly packaged.
Photos of properly package product being returned to Mr. [redacted] because of his unwillingness to send all of product back as required per our return policy.
UPS Shipment Detail of our return of his merchandise.
 
Thank you!
 
[redacted]

Review: I ordered a chemical injection pump from this business. They sent me the wrong item. I called several times and finally talked with the sales manager. He confirmed that they sent me the wrong item and attempted to fix the issue by sending a replacement. That pump also, did not work. This entire process took almost a month, without drinking water in my house. I asked if I could return the pump since the ordeal was a complete disaster. Even though they have not yet provided me with the product that I ordered.. that works, they told me I am responsible for return shipping for $23. I should NOT be responsible to ship them their piece of junk and suffer personal loss from their inability to fill an order properly.Desired Settlement: I full refund and for them to pay the return shipping.

Business

Response:

We are sorry that Mr. [redacted] feels as though this is a personal attack against him, it is not. We have company policies and have to follow them for everyone. We very seldom have problems with incorrect items or returns but when we do we strive to take care of them in the most efficient and practical way. As soon as it was brought to our attention that Mr. [redacted] received the wrong pump, we sent him a warranty exchange, no questions asked. Upon finding out that the replacement did not work for him either, we asked for him to return the merchandise per our return policy and we would start the return process. It wasn’t until after his credit card company refused his request for a chargeback that he returned a portion of the equipment sent to him. Because not all of the equipment was returned we were unable to process a return. After inspecting the items that were sent back we determined that the damage was caused by the customer and some parts were damaged during the return shipment due to improper packaging. We then offered to fix the damaged pump for $66.00 in parts waiving the labor cost and paying for the return shipping. Mr. [redacted] stated he wanted a full refund and we explained to him that we would need to receive all of the merchandise he received, including the original pump with serial number that was still in Mr. [redacted]’s possession. Mr. [redacted] stated that he would not return anything else to us. We are only asking to receive all the merchandise he received before processing any kind of a refund, because as stated to the credit card company in his first dispute, “Why should the customer receive a full credit when they refuse to return our merchandise; that is no different than theft.” We notified Mr. [redacted] that we would return the pump and parts that he returned to us September 4th, 2015 if we did not receive the rest of the equipment per our email correspondence and would consider the case closed. We emailed Mr. [redacted] to confirm whether he returned the missing parts and he stated he did not and will not so we properly packaged the pump and shipped it back via UPS to him and it is estimated to arrive to his home on September 14th (tracking [redacted]) The above summary can be substantiated with the attached email correspondence between Mr. [redacted] and David [redacted], our Sales Manager. Attached in .pdf format is:Chargeback Notification from Merchant Services, Case # [redacted]Chargeback Response from [redacted] Water Technology dated 07/23/2015 (of which was reversed and we received our funds back into our account on 7/31/2015)Email correspondence with Mr. [redacted] following his partial return of merchandise, including photos of how product was improperly packaged.Photos of properly package product being returned to Mr. [redacted] because of his unwillingness to send all of product back as required per our return policy.UPS Shipment Detail of our return of his merchandise. Thank you! [redacted]

Consumer

Response:

I am rejecting this response because:Nice story but lacks many factual componentsI ordered and paid for a stenner pumpCannon water sent me the wrong item; as a result it wasruined. They sent me 120v when I ordered 240v. I was lucky it didn’t cause afire. The thing burned up.I contacted Cannon water and they agreed to send me the itemthat I had ordered. [redacted] Cannon also told me that I did not have to return thedamaged item. He told me to keep it as a backup, I didn’t. (email attached)I received the new item, it required me to disassemble theold pump and reassemble most of the parts from the old motor onto the new one.I was NEVER able to get it to work.I contacted Cannon water and asked for a full refund. [redacted]cannon told me to return the items and he would refund everything but theshippingI asked for a shipping label--This is where it took a turn for the worse[redacted] refused, referred me to company policyI explained that they STILL had not satisfied the initialsales agreement, the had not provided me with a working item[redacted] became indignant claiming that he had lost enoughmoney on this alreadyI explained that I should not have to suffer damages to theamount of $40 for return shipping because they had failed to fill my orderproperlyAgain, [redacted] refusedI told him that I would be filing a claim with my creditcard companyHe threatened me by telling me that this was credit cardfraud and theft of property… both liesAfter filing the claim, the credit card company informed methat they could not help until I shipped back the item in question.So I did. I paid $40 in an attempt to be made somewhatwhole. (Return receipt attached)Once receiving the items back, [redacted] contacted me asking forthe ruined pump.I told him that he had given it to me and therefore thoughthe didn’t need it back, after all, it was ruined and he had told me to keep it(refer to email –“ alleviating you from having to return the original pump.”)I informed him that he could have this “other” pump, but Icertainly was not paying for return shipping for an item that he gave to me. Ioffered to ship it back at his expense.[redacted] refused, this time he claimed that he was SHIPPINGEVERYTHING BACK TO ME!I couldn’t believe it. I couldn’t get him to pay forshipping for anything… including the pump he gave to me. Now he is shippingeverything back?It could only mean that he has no intention of doing theright thing. He is doing everything in his power to defraud me of my money.Fact is that I returned 1 of each item that I purchasedfrom Cannon Water.Fact is that I have suffered much financial loss due to oneorder that I placed with an online company.I still have no working pump, and I now no longer have themoney that I paid to Cannon Water to get one.I would only like to be made whole and not have to dealwith this unprincipled company any further.

Business

Response:

Mr. [redacted] states that [redacted] Water is skirting the facts so they have been outlined below and substantiated with supporting documentation attached (all 40 pages). To sum up the facts:1. Mr. [redacted] (or his contractor) does not know the difference between a 110/120v and 220v electrical. (Sometimes 120 volts is referred to as 110 volts or 115 volts and 240 volts as 220 volts or 230 volts.) This conclusion is being drawn from Mr. [redacted]’s email dated 7/3/2015 stating that the pump he first received, 120v, which is clearly marked on the box and has a different electrical plug, was still installed. 120 prongs are vertical with respect to the ground plug and 220 prongs are horizontal with respect to the ground plug; the difference has been outlined below and attached. Why did Mr. [redacted] not contact us immediately for an exchange, prior to installing? Knowing this information [redacted] Water still had the pump manufacturer send him a replacement motor and gear box assembly, at no charge to him.2. Mr. [redacted] states in his rejection dated 9/16/15 that [redacted] told him that he “…did not have to return the damaged item.” And that there was an email attachment to the effect. I contacted [redacted] at Revdex.com and asked him to send me the email attachment, and there was no email attachment stating for Mr. [redacted] to keep any items. There was a photo of an USPS receipt of customer partial return and a copy of Order Confirmation # [redacted] dated 6/19/2015.3. Mr. [redacted] states in his rejection dated 9/16/15 that, “I contacted [redacted] Water and asked for a full refund. [redacted] told me to return the items and he would refund everything but the shipping”. Mr. [redacted] agreed to our return policy when he purchased the item and [redacted] on numerous occasions as outlined below (and stated and substantiated in our first round of correspondence with Revdex.com) asked him to return the entire product so [redacted] Water could process his return request as per [redacted] Water’s return policy.4. Mr. [redacted] states in his rejection dated 9/16/15 that, “…they STILL had not satisfied the initial sales agreement, they had not provided me with a working item…” [redacted] Water Technology not only supplied him with a working pump but with a working pump that was installed incorrectly (because the customer or his electrician did not notice that the pump was labeled as 110 and that the electrical plug attached was for a 110) and a replacement 220 motor and gear box assembly. Both the pump and motor and gear box assembly needed to be returned complete, per the return policy, and Mr. [redacted] still refused. At this point, Mr. [redacted] has not been able to provide anyone with any documentation showing that he was given, gifted, or otherwise a pump, motor, or any equipment. All equipment that he received needed to be returned in order for us to provide him with a return of any kind. At this point, unless Mr. [redacted] can provide any factual information showing that he is in the right by keeping a portion of what he received from us and getting a full refund is what he should receive, I find this matter to be closed; and if Mr. [redacted] persists it will be considered nothing less than harassment. FACTS: 6/19/15:1. Order #9074 placed online. When placing an order online customer read and agreed to “the Shipping, Return, and Privacy policies.” See attached for Return Policy.2. Order was placed into [redacted] Water Technology’s order management system, Sales-Order # [redacted]3. Purchase Order # [redacted] was created to have customer’s order shipped directly from the manufacturer. 6/22/15:1. Manufacturer accidentally shipped the 120V version of the pump via UPS Tracking # [redacted] 6/24/15:1. Customer received pump. 7/3/15:1. Customer emailed sales department explaining that he (or his electrician) installed the 120v pump and “The unit has burned up…” [redacted]Please note that I have attached pictures of electrical plugs with a 120v connection versus a 220v connection, they are quite different and keyed differently from each other to prevent the end user from plugging into the wrong voltage socket. 7/4/15:1. Sales Manager, [redacted], emailed customer (on a holiday) to let him know he received his email and would look into it first thing on Monday (July 6). 7/8/15:1. A replacement 220v motor and gear box assembly was shipped to the customer by the manufacturer. FedEx Tracking # [redacted] 7/10/15:1. Customer received 220v motor and gear box.2. Sales Representative, Steve Krueger, emailed customer apologizing for the issues and letting him know that he should receive the 220v replacement motor and gear box and to please contact him if there are any questions.3. Customer replies to Steve stating that he only received half (only the motor and gear box assembly) and wanted his money back.4. Steve handed the request back to Sale Manager, [redacted]. 7/13/15:1. [redacted] emailed customer apologizing for his frustration and explaining how to change out the motor and gear box and letting him know where to look for videos on how to perform the procedure as well. [redacted] also stated that if he would rather “return your equipment please send everythingback to us at [redacted] Water and will refund your original purchase price less the shipping cost.”2. Customer replied stating that the equipment appears to be fragile and the roller assembly stripped out and stated that he would not pay to have the items returned. Customer also stated that he would be contacting his credit card agency. 7/14/15:1. Customer emailed [redacted] asking for the “final disposition” regarding this matter.2. [redacted] responded that he “may return (his) equipment per our return policy.”3. Customer responded stating that he was going to contact his credit card company.4. [redacted] replied letting him know “that’s called stolen property and credit card fraud. You are obligated to return the equipment for a refund.” 7/20/15:1. $276.73 was deducted from [redacted] Water Technology’s bank. 7/24/15:1. [redacted] Water received a Chargeback Notification from Merchant Services, Case Number [redacted]2. Responded to Chargeback (response detail given in previous correspondence with Revdex.com), USPS Tracking # [redacted] 7/30/15:1. Chargeback Response received by Merchant Services 7/31/15:1. $276.73 was deposited back into [redacted] Water Technology’s bank. 8/24/15:1. Received a package from customer. (Photos of package and contents previously provided.)2. [redacted] emailed customer addressing the facts as stated above as well as stating:a. (Customer) installed the correct voltage pump and in doing so (customer) incorrectly installed the pump head which caused the copper barrel to strip out in the roller assembly.b. (Customer) sent back the replacement motor and gear box with the stripped out roller assembly still attached to the main shaft.c. The ends of the pump tube still in the pump broke off during shipping due to improper packaging. Parts loose in box.d. The original pump with wrong voltage was not returned so therefore (customer) still (has) it.e. Because not all items were returned a quote to fix the pump that was return, waiving the $35 repair charge.f. If (customer does) not feel that (they) want us to refurbish the pump then we kindly offer to return the parts to (customer) at our cost. 8/27/15:1. Customer responded that they would like a full refund and does not want [redacted] Water to refurbish the equipment. 8/28/15:1. [redacted] replied stating that not all of the equipment was returned and in order to process a return all items needed to be returned. [redacted] also stated, “Please ensure that you pack the return item well to avoid any further damage in shipping. The last return you sent was not packed properly which caused damage to the parts inside.”2. Customer responded asking [redacted] if he “gave” him the item in question and offered to sell [redacted] Water the equipment that he did not return. 8/31/15:1. [redacted] explained that the pump he received was part of a warranty replacement and stated that if [redacted] Water did not received the missing items the customer received by Friday, September 4th that [redacted] Water would return the items that were sent and consider this matter closed. 9/4/15:1. [redacted] emailed customer after all shipments had been received for the day asking for confirmation of his shipment of missing items for his return.2. Customer responded that he would not be returning the items.3. Returned items were properly packaged up and shipped back to customer via UPS, Tracking # [redacted] 9/11/15:1. [redacted] Water received a complaint notification from Revdex.com, ID # [redacted]2. [redacted] responded to Mr. [redacted] at Revdex.com via email. 9/14/15:1. Customer rejected UPS shipment Tracking # [redacted] 9/15/15:1. Received notice from Revdex.com that customer rejected our response. 9/16/151. After reading customers response; customer stated:“I contacted [redacted] water and they agreed to send me the itemthat I had ordered. [redacted] also told me that I did not have to return thedamaged item. He told me to keep it as a backup, I didn’t. (email attached)”[redacted] Water emailed [redacted] (the Revdex.com representative that the response was sent to) asking for the “email”.2. Mr. [redacted] sent me:a. Photos of USPS receipt of customer partial returnb. Order Confirmation # [redacted] dated 6/19/2015[redacted]There was no email attachment as stated, and nothing showing where he was told to keep anything.3. [redacted] Water emailed a response to [redacted] as directed by [redacted] in an email dated 9/16/2015. Please let me know if there is anything further I can provide for you. Respectfully, [redacted]

Consumer

Response:

I am rejecting this response because:Here is the proof, admitting that Cannon did indeed ship an item that I did not order and showing no charge. Additionally, the email text from David Cannon himself :"This was the fastest way to solve the problem, alleviating you from having to return the original pump."You are more than welcome to have the pump back. I did not ship it back with the original return because I did not realize that you had any use for it. That being said, you can pay for the return shipping since you had given me a pump motor at no charge I have no obligation to return any item that you gave to me.Please refund me my money. Send me a shipping label for this pump that I will gladly give back to you and all this absurdity can end.

Business

Response:

As stated before and in our return policy, all items must be returned prior to processing a refund.

Return Policy

All returns must be authorized by Cannon Water Technology. Call Cannon Water Technology to obtain a return authorization number before shipping back to Cannon Water.

Buyer is responsible for return freight fees. A 15% restocking fee may apply. If the manufacturer has a higher than 15% restocking fee the higher amount will apply.

Cannon Water Technology will replace any defective or non working DOA (Dead On Arrival) equipment with same or like equipment within 30 days of receipt of equipment, except where items are on back-order and are needed to complete initial order. Thirty day return policy will go into effect when all equipment ordered is received. Cannon Water Technology will reimburse shipping fees only when item is deemed defective or non working DOA.

All returns must be in original packaging with all parts and manuals in resale-able condition. Any returned items not in resale-able condition, missing parts or manuals will be charged a 25% re-manufacture fee.

Under no circumstances can equipment that has been used for chemical service be returned for credit. We will make every effort to help you select the proper equipment before you purchase it.

If you have any questions about your application we can help you make the right choice. Call us to speak with a technical support representative.

To obtain return authorization call ###-###-#### or contact us in writing via e-mail. [email protected]