Cardiac Direct

This customer placed on order for a NEW EKG machine on 7/28/and CardiacDirect shipped a NEW EKG machine the same day to the customer Our sales order and invoice clearly show our return policy The customer received copied of both the Sales Order and invoice via email on 7/28/
The package was delivered 8/3/at 9:37AM According to our return policy, the customer would have needed to request an RMA (return material authorization) for return on or before 8/ Our policy is pasted below and is intended to be easy to follow and straightforward Is is a line item on every sales order created by CardiacDirect and is provided to each and every customer we service Our salespeople are instructed to go over this policy with our customers as well."TERMS AND CONDITIONS: Please read thoroughly All orders must have a signed sales order to be processed Vendor will not charge a restocking fee for items returned to us within days upon receipt of product IN ORIGINAL PACKAGING Products returned to us after days upon receipt will be subject to a 20% restocking fee(Additional fees may apply based on items condition) Vendor cannot and will not accept a return on any item after days of the original purchase date If vendor shipped a product under a Free Shipping promotion we will deduct the actual cost of shipping to you, even though the item/s were originally shipped at our expense ALL ITEMS MUST BE RETURNED IN THE ORIGINAL PACKAGING A return material authorization (RMA) number must be obtained from customer service or a sales representative for any and all returns Any product incorrectly returned to Vendor without a valid RMA number will not be accepted and will not be eligible for credit By accepting delivery of your product, you agree to all terms and conditions of Raine Industries. Shipping: For very small, expedited or heavy/bulk orders, a adjustment may be made to the shipping feesShipping costs on Sales Orders are estimations and actual shipping costs may vary Customer is responsible for actual shipping cost unless otherwise arranged."
On Sept 10th our sales representative received an email from the customer asking about the included supplies and claiming the machine looked refurbished That email was forwarded to our customer service department and documented in our customer management software Our customer service department contacted the customer via telephone to see what we could do to help Customer service asked the customer to supply photos of the machine which were never provided After placing a followup call with no reply from the customer, the case was closed
Our EKG machines ship with a sample pack of thermal paper and sample electrodes good for roughly patients use These items were checked off the packing list and pre-shipment inspection paperwork prior to being turned over to UPS At this point CardiacDirect has provided the customer all items promised Our return policy is in place to make sure customers have ample time to inspect and trial our equipment CardiacDirect will happily accept return or replace items within the day window We also offer a day extension (days total) with a small restocking fee in case a customer has a change of heart after the day window expires Our policies exist to make sure customers never feel pressured In this case, however, nearly months have passed since the order was placedBased on the above information, CardiacDirect cannot accept return of the machine at this point, but we would be willing to swap the machine for another NEW unit OR provide electrodes (good for patients) to the customer free of charge as a sign of good faith If we were within the 7-day window, CardiacDirect would refund the customer no questions asked We want happy customers!
We do everything possible to make our customers happy We have provided equipment to more than 25,physicians and facilities worldwide Our customer service professionals are available to handle situations like this Simply call and we will help
We will contact this customer again to see how we can help and if one of the options provided above will remedy the situation

Review: I purchased a ambulatory blood pressure monitor and an AED from Cardiac Direct. The ambulatory blood pressure monitor never worked correctly and the customer service was never able to get it to work properly over numerous phone conversations. Cardiac direct lied to me and told me that health insurance's would reimburse for the service which they never did. The AED stopped working and when I called Cardiac Direct regarding, I was told to mail it to them and they would take a look at it. I was then informed that I would need to purchase a new machine. I refused and requested my AED to be mailed back to me and I was ignored and never got my AED back. So I lost thousands of dollars to Cardiac Direct and want to make sure no one else loses their money to them either. Thank you.Desired Settlement: I want my money back for these machines purchased thru Cardiac Direct as they have been worthless to my business.