Cigar Oasis /Lamsia Corp.

Review: The Cigar Oasis II XL humidifier was purchased from Cigar Oasis in the fall of 2010 by Roy Farrell. During that time a cigar chest with the demensions of 70"inches in depth, 34" in width and 65" in height was being constructed. I placed a phone call to Cigar Oasis to get recommendations on a humidifier since this is my first built in cigar chest. The sales rep(female)I believed seemed knowledgable of humidifiers from the conversation. The representative told me how to measure the space and remained on the phone while I took the demensions. The representative advised that for the space she recommended the Cigar Oasis II XL. Not knowing anything about humidifiers, I took her recommendation and purchased a unit. A few months after the purchase (02/2011), I notified customer service and advised them that the digital remote read out appeared to be malfunctioning since the temperature would drop frequently. A replacement remote was immediately shipped to my home(ship date 02/**/2011). A month later the same problem re-occurred and the customer rep advised to send the remote and control top back for a replacement. Immediately both parts were shipped (03/**/11) to my home. For the next few months, it appeared that the unit was working. As time pasted I noticed that the remote began malfunctioning so I unplugged the remote and continued to use the unit. On 06-**-2013, I decided to call customer service again to inquire my options because I believed at this point that I had a defective unit. Rep [redacted] advised me that she could offer a discounted rate for a new unit because she believed my sensor was "burned" out and my warranty had expired. After a few days I called to place the order but was not comfortable that more could not be done. [redacted] suggested that I give her the cubic feet of the space including photos to make sure I had the right unit. I forwarded the information to which I was told the unit was to small for the space. Cigar Oasis does not sell units for spaces this size.Desired Settlement: I am requesting a full refund of $199.00 US currency for the unit that should not have been recommended to me. I have Spoken to co-owner [redacted] to resolve this matter and a joint decision was made that my warranty had expired and they had delivered customer service and they felt nothing more could be done. I disagree for the most important fact considering the information provided to the rep and under her direction,the unit should have never been recommended and sold to me.

Business

Response:

Cigar Oasis works very hard to give our customers a very high level of service and support. Over the last 15 years we have sold hundreds of thousands of products and this is the first time we have had a complaint such as this. Cigar Oasis warranties products for one year and offers repair or replacement for a defective product. Mr. [redacted] purchased the Cigar Oasis IIXL from a different company and not directly from us, but as the manufacturer we sent him three replacement parts for his unit. The Cigar Oasis IIXL is made for a humidor up to 60 cubic feet and has always been stated in our website and on our marketing material. His humidor is approximately 90 cubic feet. The staff at our office knows the maximum size humidor for our units. When someone calls our office with their humidor dimensions and Cigar Oasis cannot accommodate them we regularly recommend them to a company that can. The Cigar Oasis IIXL unit was functioning properly, but because it was not made for such a large humidor it will not humidify that space. Mr. [redacted] is requesting a refund of a product that was purchased nearly 3 years ago with a warranty that expired 2 years ago. We have tried our best to accommodate him.

Consumer

Response:

[redacted]:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I strongly disagree with [redacted]! Three years ago when the XL II was recommended to me, no where on the website stated the maximum cubic feet. Never once did I refer that I didn't receive good customer service. [redacted] is ignoring the most important fact the unit was recommended to me by her staff! From the beginning I was mis guided and given the incorrect information from her staff. If I was told from the beginning after I gave the dimensions of my chest that my cubic feet exceeds their max of 60 cubic feet, then there would have been no need for customer service. I am so disappointed that [redacted] and Cigar Oasis continues to ignore the fact that they made an error when they sold me a unit that was too small for my space.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I have made multiple attempts to contact this company website and phone. I get no response from the web and when I call, the voicemail box is full. In the 2 times I have reached someone, they have acknowledged what the defect that I was claiming is and that it is no uncommon and then promise to contact me in order to get me the RMA information. I have never received a callback, so I gave up. The product failure cost me over $200 in cigars, let alone the cost of the unit which was over $100.Desired Settlement: I need someone to contact me and fulfill the warranty obligation.

Business

Response:

We have contacted the customer and are working to repair or replace the unit as necessary.