Cost Electronics

Revdex.com: 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:I do not accept this response at allI purchased the product on June **, and had problems with that unit already by August **, (months after) and have emails in correspondence with David H [redacted] to show time frameAfter months of trying to find the problem with that unit they sent me a new unit on February *, May *, I sent another email and I have it saved asking if there is a warranty that comes with this new product because it was already messing up and again it is months of having the productI am within my warranty on this product since I did not even receive it until after February *, when I received the email with a tracking number to say they were shipping me a brand new oneTherefore months after this is still covered under the warrantyThis company stretched out a fix on my vacuum for months before I had mine returnedThen a faulty new vacuum that did the exact same thing already by MayI have copies of all emails In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Hi the customer received the unit on Feb [redacted] it comes with a day parts warranty after the warranty has expired they contacted us on may [redacted] at this point the warranty no longer covers parts and there is a service fee

To whom it may concern, The customer purchased the vacuum on 6-**-it comes with a warranty that includes year parts and days labor by the time she was having trouble with her vacuum in November the days warranty for labor expired but as a courtesy we went ahead and sent her a new
vacuum without any charge unfortunately now if she wants to have it repaired there will be a service feeIf there is any other questions you may have please feel free to let us know Thank You

We apologize for any issues encountered with the product.Needless to say,we are most distressed to learn of the situationWe are hopeful that you will accept our apologies for the inconvenience and
frustration you experienced in trying to return the humidifierSuch certainly should not have been the caseTo that end we have contacted the consumer *** via telephone and have agreed to rectify the matter to his satisfactionThank you Pursonic USA

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I am currently waiting to receive a replacement product I did speak with a customer service representative who did not agree to my request of replacing the item and sending me a pre-paid return shipping label so that I may return the defective unit, however he did hesitantly waive the $shipping fee I mailed back the defective unit and am waiting for my replacement I will not consider this matter resolved until I receive this.Thank you,*** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Needless to say, we were most distressed to learn of the situationWe are hopeful that the customer will accept our apologies for the inconvenience and frustration he experienced in trying to have
his vacuum repaired under warrantySuch certainly should not have been the case where he did receive satisfactionNormally, we resolve all issues in a timely amicable mannerWe have contacted the customer ** *** at ###-###-#### to work out the problemWe left a voice message for him to call me back directly ASAP to resolve his problemI will handle his issue personally,as the *** *** at our company Thank you*** ***
*** Pursonic ###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I have sent several emails to try and get the replacement unit repaired. All they want to do is send emails that accomplish nothing. Now I don't even get thoseThanks
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,*** ***

Dear ***,
We have received your letter of concern from the Revdex.com
Our apologies for the situation you incurred with your robot vacuum and we will
do our utmost to satisfy you
Unfortunately, the parts we had sent you to repair the vacuum did not meet
with your approval
As per your request in the Revdex.com letter, we will send you a brand new robot vacuum that works right out of the box, at no cost to you
Please return your vacuum to our offices at our cost, and as soon as we receive it, we will ship you a brand new robot vacuum
I will make every effort to ensure that this transaction is handled efficiently and courteouslyPlease keep my number at hand should you have any questions
Once again, our apologies for the issues you incurred
Thank you
*** ***
*** *** ***
*** ***

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 and the matter has been resolved.
Sincerely,
[redacted]

Hi the customer received the unit on Feb * 2016 it comes with a 90 day parts warranty after the warranty has expired they contacted us on may * 2016 at this point the warranty no longer covers parts and there is a 179.00 service fee

We have sent the complainant a brand new humidifier unit on Feb ** 2015. [redacted] tracking number number [redacted]. This should resolve the matter as this is what the complainant had requested. Thank you

Revdex.com:
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:I do not accept this response at all. I purchased the product on June **, 2015 and had problems with that unit already by August **, 2015 (2 months after) and have emails in correspondence with David H[redacted] to show time frame. After months of trying to find the problem with that unit they sent me a new unit on February *, 2016. May *, 2016 I sent another email and I have it saved asking if there is a warranty that comes with this new product because it was already messing up and again it is 3 months of having the product. I am within my warranty on this product since I did not even receive it until after February *, 2016 when I received the email with a tracking number to say they were shipping me a brand new one. Therefore 3 months after this is still covered under the warranty. This company stretched out a fix on my vacuum for 6 months before I had mine returned. Then a faulty new vacuum that did the exact same thing already by May. I have copies of all emails. 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Review: Purchased product in working order through "[redacted]", after approximately 3 weeks of use product failed to function properly. Before contacting the company I did consult product manual for trouble shooting procedures. After following such procedures, the malfunction was not resolved. Contact was made by email to Pursonic requesting further instruction on how to resolve matter. Two days later a response was received with suggestions that did not resolve matter. I placed a phone call to customer service to receive further assistance and was advised that I could not receive service of the phone, and that I must again reply to the email from customer support. A reply to customer support was sent expressing that the suggestions did not resolve the issue. I then received a followup email from customer support regarding a completely different product and was informed that I should send the item back for inspection. I replied that I was dissatisfied in the service I was receiving, and the fact that the representative had confused the type of product that I was having a problem with. I also at the time expressed that I was not comfortable sending the product back with no guarantee that I would receive a replacement or refund. I requested that a replacement product be sent with a paid return shipping label so that I may return the malfunctioning unit, also inquiring what they would require for proof of purchase. I received a response, disregarding my complaint and requesting a $10 money order for inspection of malfunctioning product. I then contacted the customer support phone number, receiving no response to the message that I had left.Desired Settlement: Replacement of product with paid return shipping label so that malfunctioning unit may be returned.

Business

Response:

We apologize for any issues encountered with the product.Needless to say,we are most distressed to learn of the situation. We are hopeful that you will accept our apologies for the inconvenience and frustration you experienced in trying to return the humidifier. Such certainly should not have been the case. To that end we have contacted the consumer [redacted] via telephone and have agreed to rectify the matter to his satisfaction. Thank you Pursonic USA

Consumer

Response:

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:

I am currently waiting to receive a replacement product. I did speak with a customer service representative who did not agree to my request of replacing the item and sending me a pre-paid return shipping label so that I may return the defective unit, however he did hesitantly waive the $10.00 shipping fee. I mailed back the defective unit and am waiting for my replacement. I will not consider this matter resolved until I receive this.Thank you,[redacted]

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

Sincerely,

Business

Response:

We have sent the complainant a brand new humidifier unit on Feb ** 2015. [redacted] tracking number number [redacted]. This should resolve the matter as this is what the complainant had requested. Thank you

Review: I have been trying to resolve an issue with Pursonic since November but without any luck. My grandparents first notified me of a problem with the product in July. In late August they started calling the Customer Support number for Pursonic and could not get ahold of any one. They called several times a week and left numerous messages. Finally in October they reached someone and all he did was tell them he couldn't help them and to email "[redacted]". My grandparents are in their 80's and are not computer savvy. Me and my siblings bought this product for my grandparents for Christmas 2013 to assist them with cleaning as my grandmother has severe arthritis in both hands so it helps cut down on having to use a push vacuum. Second, my grandfather was diagnosed with [redacted] and has been going through treatments which require them to be out of the house for long periods of the day. I went with this product because I am a loyal [redacted] user and trusted their merchants. However, Pursonic has altered my trust in [redacted]. I have been dealing with Pursonic customer support or their technical support who ever. I mean its never the same person that emails me back and apparently the Customer support section and technical support section don't share information. We have been exchanging email since November and I have requested numerous times to have a [redacted] or [redacted] contact me via phone and those request seem to have fallen on deaf ears. All they do is tell me to do certain things with the vacuum and take videos. My grandparents are in their 80's and to ask them to take videos and upload them and then email them to Pursonic... That's unacceptable and outright disgusting. Last week I finally got ahold of a gentlemen named [redacted] who was not aware of my issue and said to email him all the correspondence and that he would look into the issue. He said he would get back to me on Friday January *, 2015 but of course he didn't.Desired Settlement: I do not want the vacuum anymore or anything to do with Pursonic. I want a full refund which is $227.83 plus an additional $150 for the deplorable disposition Pursonic has put my grandparents in and for my time that I have spent dealing with them. I will ship the vacuum and everything that came with it back to them.

Business

Response:

Needless to say, we were most distressed to learn of the situation. We are hopeful that the customer will accept our apologies for the inconvenience and frustration he experienced in trying to have his vacuum repaired under warranty. Such certainly should not have been the case where he did receive satisfaction. Normally, we resolve all issues in a timely amicable manner. We have contacted the customer [redacted] at ###-###-#### to work out the problem. We left a voice message for him to call me back directly ASAP to resolve his problem. I will handle his issue personally,as the [redacted] at our company Thank you[redacted] Pursonic ###-###-####

Review: I purchased Nov 2013 a Pursonic robot vacuum. I received it mid December. It worked great for 2.5 weeks. Starting Jan [redacted] 2014 I started emailing the company about issues with the vacuum, From that point on until May [redacted] (5 m0nths)they sent me part after part to fix the unit myself. In the middle of May I finally had enough and sent the unit in and requested fix or replace, with prepaid shipping. I also have all the documented emails. Late part of June I made several calls checking on the status. The first 5-6 calls they told me they would call me back with a status-----they did not. I then called and insisted that I would wait on hold to find out. They said it would ship out on Friday, and that calling early the following week I would have a tracking number. When I called, they did not show it shipped. After more calls, I finally got someone to send me a unit. I only received the unit----no charger, wall barrier unit, no remote. Per the requirements of returning items-I am to ship all those items back. When I called, they did rather quickly send out the other components. But with no manual, which includes error codes and remote operation. In the mean time I attempted to use the normal operation button on the vacuum itself to check out the unit. I took video of its operation, which included loud knocking noises that the other unit had, Which is something I had to replace on my first short lived one. It also would not run more that 5 minutes, over and over with a fully overnight charge. I sent video to Pursonic, and basicly said ----I'm done. If you cant give me a unit that works out of the box I just want a pro rated amount of my money back. There response was to send me more parts.Desired Settlement: I paid $221 dollars for unit. I have only been able to use it for 1 month and it has a two yr warranty. 221 divided by 24 months is 9.20 a month. Pro rated 1 good month of 9.20 subtract the 221 is $211.80 is what I expect back

Business

Response:

Dear [redacted],

We have received your letter of concern from the Revdex.com.

Our apologies for the situation you incurred with your robot vacuum and we will

do our utmost to satisfy you.

Unfortunately, the parts we had sent you to repair the vacuum did not meet with your approval.

As per your request in the Revdex.com letter, we will send you a brand new robot vacuum that works right out of the box, at no cost to you.

Please return your vacuum to our offices at our cost, and as soon as we receive it, we will ship you a brand new robot vacuum.

I will make every effort to ensure that this transaction is handled efficiently and courteously. Please keep my number at hand should you have any questions.

Once again, our apologies for the issues you incurred.

Thank you

Consumer

Response:

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:

I have sent several emails to try and get the replacement unit repaired. All they want to do is send emails that accomplish nothing. Now I don't even get those. Thanks

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

Sincerely,

Review: I called these people regarding a bad product they sent me. The first thing that concerned me was when I called the person just answered, "Hello?" Not, "This is Samsonic (Pursonic) how can I help you today, my name is ______" So, I hung up. I call again and get a recording and it says on the recording, "We will be out of the office on May ___" (whatever the date was; either way, we are in JULY!)I finally talk to 2 people there and they never give a direct answer to my complain that a product of theirs was bought for me as a gift (for 130 DOLLARS) and I told them, it doesn't work, it is broke, it is a lemon, I have had it for less than a year and it doesn't work, etc, etc All the guy keeps saying (not, "Sorry, sir ... Or, "What's wrong with it, how is not working?") is, "Send it back, send it back, if you got the receipt, send it back." So I can get another piece of ____ product by them? And guess what, if I send it back to them, they want ten DOLLARS for shipping and handling and if products of THEIRS break down, they want TWENTY DOLLARS to fix it and send back even though it is their faulty products being manufactured in CHINA (And on their WEBSITE, THEY PUT: WE ARE AN AMERICAN OWNED AND RAN COMPANY) This COMPANY stinks!!!! They are crooks, my mother got this thing for me, this electronic toothbrush as a gift, probably watching one of their ADS on TV on some late night show; unfortunately she trusts everyone and doesn't know most companies like this that advertise on TV and are sketchy scam artists are the worst people to do business with, soulless and have no right to do BUSINESS in this country. I wish people who work for companies like this would not be allowed to make, sell or have anything to do with products or manufacturing, they are shoddy and have no right to be doing BUSINESS. They are FRAUDS FRAUDS FRAUDSDesired Settlement: REFUND 129.99

Business

Response:

Thank you for calling attention to [redacted]'s experience with our customer service associate. We take these matters very seriously. Please accept our apology and rest assured we have taken steps to solve the problem.

In order to restore your faith in our products and service, we would like to rectify the matter to the satisfaction of both parties.

Please have [redacted] call my direct line at [redacted] and specifically ask for me- [redacted], the Customer Service Supervisor.

If you have any questions please feel free to contact me anytime. Thank you again for helping us in1prove the quality of our service.

Pursonic Customer Service Supervisor