Customer did contact us regarding his mount and it saggingWe were going to send him a new mount, he then called back and said the mount had fallen off the wallWe asked for pictures to determine if the mount had failedThe mount had pulled out from the wallThe mount it self had not failedIt was still all one pieceWhat had happened was the customers lag bolts pulled from the wallWe did ask for close up pictures and we could not see the stud in themBut if the mount pulls off the wall it means there was a install issueWe do not receive feedback of TVs falling very often maybe times in the last years I can rememberIn every case it has been due to improper installation of the mountPeople either pre drill the hole to big and the lag bolt doesn't grab, people don't pre drill the hole at all and they wither split their stud, or miss it all together, people only hit the side of the stud, people drill into drywall only etcWe always recommend paying a professional installer to install the TV mountWe do offer a limited lifetime warranty, this is for the mountWe do not cover TVs or accessories mounted on the productBut even if there is improper installation we will replace the mountWe have also suggested that people check to see if they have the additional warranty from the place they bought their TV, or home owners insuranceBoth of these will cover this kind of damage depending on the planPlease understand, as a online sellerWe cannot control the quality of the customers wall, or the way they install the itemSo we cannot control the install part of the purchase, and if the mount pulls off of the wall that is a issue with the installation
Customer did contact us regarding his mount and it sagging. We were going to send him a new mount, he then called back and said the mount had fallen off the wall. We asked for pictures to determine if the mount had failed. The mount had pulled out from the wall. The mount...
it self had not failed. It was still all one piece. What had happened was the customers lag bolts pulled from the wall. We did ask for close up pictures and we could not see the stud in them. But if the mount pulls off the wall it means there was a install issue. We do not receive feedback of TVs falling very often maybe 4 times in the last 5 years I can remember. In every case it has been due to improper installation of the mount. People either pre drill the hole to big and the lag bolt doesn't grab, people don't pre drill the hole at all and they wither split their stud, or miss it all together, people only hit the side of the stud, people drill into drywall only etc. We always recommend paying a professional installer to install the TV mount. We do offer a limited lifetime warranty, this is for the mount. We do not cover TVs or accessories mounted on the product. But even if there is improper installation we will replace the mount. We have also suggested that people check to see if they have the additional warranty from the place they bought their TV, or home owners insurance. Both of these will cover this kind of damage depending on the plan. Please understand, as a online seller. We cannot control the quality of the customers wall, or the way they install the item. So we cannot control the install part of the purchase, and if the mount pulls off of the wall that is a issue with the installation.
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The mount was installed professionally as I helped assist hold the TV due to the weight. The predrilled holes were not drilled too big. The mount was installed into a stud using a stud finder. See photo for reference that there was a stud in the wall behind the dry wall.
Regards,
[redacted]
Customer did contact us regarding his mount and it saggingWe were going to send him a new mount, he then called back and said the mount had fallen off the wallWe asked for pictures to determine if the mount had failedThe mount had pulled out from the wallThe mount it self had not failedIt was still all one pieceWhat had happened was the customers lag bolts pulled from the wallWe did ask for close up pictures and we could not see the stud in themBut if the mount pulls off the wall it means there was a install issueWe do not receive feedback of TVs falling very often maybe times in the last years I can rememberIn every case it has been due to improper installation of the mountPeople either pre drill the hole to big and the lag bolt doesn't grab, people don't pre drill the hole at all and they wither split their stud, or miss it all together, people only hit the side of the stud, people drill into drywall only etcWe always recommend paying a professional installer to install the TV mountWe do offer a limited lifetime warranty, this is for the mountWe do not cover TVs or accessories mounted on the productBut even if there is improper installation we will replace the mountWe have also suggested that people check to see if they have the additional warranty from the place they bought their TV, or home owners insuranceBoth of these will cover this kind of damage depending on the planPlease understand, as a online sellerWe cannot control the quality of the customers wall, or the way they install the itemSo we cannot control the install part of the purchase, and if the mount pulls off of the wall that is a issue with the installation
Customer did contact us regarding his mount and it sagging. We were going to send him a new mount, he then called back and said the mount had fallen off the wall. We asked for pictures to determine if the mount had failed. The mount had pulled out from the wall. The mount...
it self had not failed. It was still all one piece. What had happened was the customers lag bolts pulled from the wall. We did ask for close up pictures and we could not see the stud in them. But if the mount pulls off the wall it means there was a install issue. We do not receive feedback of TVs falling very often maybe 4 times in the last 5 years I can remember. In every case it has been due to improper installation of the mount. People either pre drill the hole to big and the lag bolt doesn't grab, people don't pre drill the hole at all and they wither split their stud, or miss it all together, people only hit the side of the stud, people drill into drywall only etc. We always recommend paying a professional installer to install the TV mount. We do offer a limited lifetime warranty, this is for the mount. We do not cover TVs or accessories mounted on the product. But even if there is improper installation we will replace the mount. We have also suggested that people check to see if they have the additional warranty from the place they bought their TV, or home owners insurance. Both of these will cover this kind of damage depending on the plan. Please understand, as a online seller. We cannot control the quality of the customers wall, or the way they install the item. So we cannot control the install part of the purchase, and if the mount pulls off of the wall that is a issue with the installation.
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The mount was installed professionally as I helped assist hold the TV due to the weight. The predrilled holes were not drilled too big. The mount was installed into a stud using a stud finder. See photo for reference that there was a stud in the wall behind the dry wall.
Regards,
[redacted]