Cine Gears, Inc.

Hello,I will address each point in the order with which they came.1. I never claimed that YOU SAID there was a rattling. I stated the I said there was a rattling because there wasWe got your unit, I picked up the receiver, heard the rattling, and knew that something was wrong and opened the device. Our owner and head technician has personally been to the manufacturing plants in China and seen first hand how they prepare our products which is how he can say with absolute certainty that this did not come from the manufacturerFurthermore, you did not receive a demo or refurbished productWe only sell new products and as for the price difference when we first release a new product there is always a sale on it to gain interest, once it has been introducted to the market we then adjust the pricing to what it should actually retail for. When you spoke on the phone extensively with Brett he told you there was evidence of water damage inside the transmitterRust near the bottom screw is that evidenceMr***, we have given you the best possible pricing for this repairWe have cut you a deal in many respects so as of this point we will not be reimbursing you the RMA costWe are sorry you feel our business practice is unfair or unethical but our warrenty is clearly stated on our website and your unit falls outside of that warranty

Upon receiving [redacted] 600M unit we started doing routine diagnostic of the unit which is to open it and ensure that there is no physical damage to the inside of the unit. [redacted] unit was already concerning once we received it because there was...

a rattling inside the receiver that should not have been there. Upon opening the receiver we saw a large thumb print on the inside circuit board and noticed that the antenna ports were lose and causing the rattling. We would never send this out to a client in those conditions nor would we get it from the manufacture like that which left only one option, that the client had opened the unit in an attempt to fix whatever problems he was having himself. We decided after seeing the inside of the receiver to open the transmitter as well and found rust near a bottom screw which indicates water damage. Our products are weather proof and therefore the only way water could have gotten into the device is if the screws were taken out and then put back in with some amount of water on them. Our warranty is clearly stated on our website and states that damaged caused by routine use or from psychical damage is not covered by our warranty. By opening the devices you void the warranty on whatever product you have as that falls under pyshical damage. We then proceeded to inform [redacted] what we had found and the cost to repair his device as repairs are not free. He stated that he wasn't going to pay anything and that is should be covered under warranty. He then spoke to another office manager at some length and he himself brought up the private investigator and threatened to go that route if we didn't comply with his wishes. We told him he was well with in his rights to do that at which point he said he would just pay for the repair and be done with it. I would also like to note that the original price to have his unit repaired was quoted higher than the $400 he paid, we lowered the price and offered him a better deal in order to appease him to which he still found unacceptable.

Hi [redacted],We are pleased that you have received a fully functional unit as a result of the RMA process. Cinegears tested the item sent and didn’t find a fault with it. However, in order to ensure that this was the case, we decided to send a brand new unit as a replacement. This was delayed as we had...

to wait on some parts from the manufacturer. It is true that the total time for the repairs fell outside of the four week period we suggest by approximately one week. We cannot always avoid this as we are coordinating a number of different factors in repair but at the same time we acknowledge that there could have been better communication with you during this process. You were initially charged a fee for us to ship the item back as we had not found a fault with it, however, in reviewing your case we agreed to waive this fee as your repair process had been delayed unexpectedly.Finally, we respect the opinions you have presented in this case. We are always striving for ways to improve our systems and create a better customer experience and we are glad for the opportunity to receive constructive feedback and consider how to improve. Most of all, we are pleased that you are now equipped with a functional unit and able to continue your work.Best regards,The Cinegears team.

Complaint: [redacted]
I am rejecting this response because:No, I did not say anything about rattling. I never noticed any rattling coming from the device. It doesn’t matter if they’ve been there. The point is that because it is a third party, they have absolutely no way of knowing where the device came from and the story regarding it’s construction by a technician not wearing gloves.Regardless, this is more proof that I received a defective unit from the factory. My 600M unit was never anywhere near water or moisture. Thank you for the pricing but that doesn’t change the fact that I have been screwed over by however this unit was produced from the factory. I am firm on my stance that I received a defective unit that had been tampered with. I am not sure how either party is able to determine what was pre-existing damage vs. user negligence. Nonetheless, I know I did nothing to damage this unit in any way and that’s all there is to it.

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. This case has been dealt with in the most professional way possible from Cinegears and I really appreciate it!
Sincerely,
[redacted]