Dagoma USA

Complaint: I am rejecting this response because: Dagoma never offered me a refund, they offered to fix the printer, but at my expense They are punishing me for buying through a 3rd party They requested I request a refund from the vendor When they were confronted they labeled me a racist which I clearly am not They have refused any type of service to their defective product It's illegal to refuse service based on where an item was purchased I have never once asked them for any type of refund I asked for the printer to be fixed I refuse to pay for the service since the machine was damaged upon arrival to me, and the damage was deemed a manufacturing defect by a 3rd party Regards, R [redacted]

During our phone sms, we offered our customer a refund, as you can see in our attachement.When asking for his order number, he told us he bought it on ebay, and the name of the company selling it was "Shorewood Liquidators".He never sold any printer to a "shorewood liquidators"My guess is that this company sold a Neva already used to the customerDagoma had nothing to do with it.Weadvised him to contact e-bay and the vendor.I'm sorry the situation has gone so far, there is nothing we can do at this point

To whom it may concern, Robert Luther Latham contacted us for supportI was on the phone with him for a few minutes and during that time he made racists comments about my accentI decided to bring the communication to writing. Please, see attached picturesI just realized this program
only allows me to upload filesI have a total of files that show the entire conversationPlease, let me know where I can send the whole conversation as proof that we did try to assist with support. In our conversation, he lied saying that we were rude over the phoneI offered him a refund or a new unit WITHOUT knowing he had got the product from some seller on eBayAfter he told me that he bought it on eBay I advised him to get a refund from the seller because the unit might be defective, maybe even sold used by the seller on eBay. R*** *** *** didn't only misrepresented himself when calling us but then he tried to find a way to take advantage of the situation, and along the way he was very rude to me with his racist comments about my accent. The unit he bought seems to have an issue in the motherboard and it will need to be fixedI cannot troubleshoot his machine over the phone because it will require testing, for which I asked him to send the unit to our factory so that we can inspect it and fix it. We are NOT asking for money, we are taking care of labor and parts as part of the warrantyWe will need to service the unit in our factory and for some reason R*** *** *** does not want to send us the unit. Although he was rude to me with his racist comment over the phone in a way that has really affected me emotionally, as a company we still want to take care of the warranty and we are awaiting for R*** *** *** to send us his unit so that we can fix it at no cost. Any questions, please contact me. Best regards Although he was

Complaint: 12660981
I am rejecting this response because:I was not given an opportunity to respond.  I didn't get any information about the case until this email.  Which you're saying is closed.   I went in and read what the man said, and he is incorrect on a lot of things.  What he considers a racial comment was "Can you please slow down, I can tell you're not from the united states and aren't a native english speaker"  He was talking so rapidly I couldn't understand a word he was saying.   He also misrepresented his claim for a refund.  There was NEVER any offer of a refund from them.  The only information I was presented was I will send you a new printer.  Until he found out it didn't come from his store then he changed his story to it had to be sent in at my expense.   Don't you consider that fradulant?  When someone says hey we'll send you a new one, and then WHAM ohh no we can't do that.   Also the conversation wasn't switched to text at my request.  I had to find the information he wanted and HE told me to text it to him, Which I did. 
Regards,
R[redacted]

Complaint: 12660981
I am rejecting this response because: Dagoma never offered me a refund, they offered to fix the printer, but at my expense.  They are punishing me for buying through a 3rd party.  They requested I request a refund from the vendor.  When they were confronted they labeled me a racist which I clearly am not.  They have refused any type of service to their defective product.  It's illegal to refuse service based on where an item was purchased.  I have never once asked them for any type of refund.  I asked for the printer to be fixed.  I refuse to pay for the service since the machine was damaged upon arrival to me, and the damage was deemed a manufacturing defect by a 3rd party.  
Regards,
R[redacted]