Diode Dynamics,LLC

Hello,We are happy to help assist the customer in resolving the issue experiencedWe are proud to offer a three-year warranty on all products we sellWe maintain industry-standard practices for our warranty claims policyThe product in question is an electrical product made of multiple components, and requires connections to the customer's vehicleLike most suppliers of electrical products, we do ask that the customer completes basic troubleshooting steps in making a warranty claimWe test all items before shipment to ensure function on deliveryIf customer experiences any issue upon initial installation, the problem can often be resolved as part of this troubleshooting process, saving time for the customerIf a component is found to be defective during troubleshooting, we will make immediate shipment of replacement parts with a return label for any defective components In this situation, the customer has refused to complete these basic troubleshooting stepsThese troubleshooting steps should take less than minutes to complete in most circumstances.We look forward to assisting the customer with the results of the basic troubleshooting stepsAlternatively, we can create an RMA and provide shipment instructions for the presumably-defective merchandise, if the customer elects to make a standard warranty claim.Thank you!

Initial Business Response / [redacted] (1000, 5, 2015/06/26) */ Contact Name and Title: [redacted] Contact Phone: XXXXXXXXXX Contact Email: [redacted] @diodedynamics.com Hello, We appreciate the opportunity to provide clarification in this matter The issue the customer has experienced is due to the result of his particular turn signal socket, which is not predictableThere are not "known issues" with the product that led to this particular issueFrom time to time, it may be determined during installation that a product is not in fact compatible with an application that may be otherwise deemed compatible, due to variations in the electrical configuration of particular vehicles, even within the same make and modelWe make our best effort, in good faith, to provide products that we know are fully compatible, but due to the sheer number of variations possible, in rare circumstances, a product may not be compatibleWe offered a full refund of the product's purchase price, including original and return shipping costs When installing the product in question, the customer opened a fuse, which is a simple electrical "switch" designed to be replaced on a consumer level, in any vehicleRather than contacting us for assistance, the customer chose to bring the vehicle to a shop, where he elected to pay for diagnosis in finding the blown fuseWe did not direct the customer to take this action or pay any third party for assistance As stated on our website, Condition of Use of Products: "Under no circumstances shall Diode Dynamics, L.L.C(DD), and/or its agents, owners, or employees, be liable for any direct, indirect, punitive, incidental, special, or consequential damages that result from, or arise out of the use of, or inability to use, the information contained on or received through use of this site, or any services or products received, issued, or sold by DD through this site or any means of transferrence." Essentially, while we are glad to assist consumers in diagnosing and resolving any issue they may experience with our products, and accept return for refund for the products they purchased for any reason, we are not liable for third-party charges a customer chooses to incur of their own accordThis is standard procedure in any industry- in no case would a manufacturer reimburse a consumer for charges to a third-party, for assistance in repair or diagnosis of any product issueApple would not write a check to a computer repair shop if the consumer chose to seek assistance from the shop, rather than contacting Apple We again appreciate the opportunity to clarify our stance on this matterPlease feel free to contact us for further arbitration or information as needed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, not sure why they did not offer to return merchandise when I called the first time. I dont agree with everything in their response but consider issue resolved
Thank you for assisting in this matter
*** ***

Initial Business Response /* (1000, 5, 2016/01/25) */
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@diodedynamics.com
Hello,
We're sorry to hear of Mr. [redacted]'s concerns, and we will be happy to help resolve them. To clarify why we could not cancel the original order, the order in question...

was submitted online on a Friday evening, and as we are closed on weekends, we were unable to reply until the following Monday. Because we attempt to ship all orders extremely quickly, it is sometimes difficult to ensure order cancellations in a timely manner. To alleviate this problem, we do offer free returns or exchanges for any reason, and it appears that there was a misunderstanding on our part when the customer requested to exchange, as it only appears that the customer wanted to be credited for the shipping costs. We are of course happy to assist with whatever the customer would like to do at this point with resolving the matter. We will attempt to contact the customer to determine what he would like to do.
Best,
Diode Dynamics
Initial Consumer Rebuttal /* (3000, 12, 2016/02/23) */
This case was resolved by Diode Dynamics.
[redacted], the owners, contacted me directly and went out of his way to ensure my initial issue was address and my concerns resolved.
"[redacted],
Apologies for the late response. You have gone far out of your way to make sure I am satisfied I an greatly appreciate it.
Thank you so very much. I will make sure to tell everyone what an exceptional experience I have had with Diode Dynamics."
- [redacted]

Hello,We are happy to help assist the customer in resolving the issue experienced. We are proud to offer a three-year warranty on all products we sell. We maintain industry-standard practices for our warranty claims policy. The product in question is an electrical product made of multiple...

components, and requires connections to the customer's vehicle. Like most suppliers of electrical products, we do ask that the customer completes basic troubleshooting steps in making a warranty claim. We test all items before shipment to ensure function on delivery. If customer experiences any issue upon initial installation, the problem can often be resolved as part of this troubleshooting process, saving time for the customer. If a component is found to be defective during troubleshooting, we will make immediate shipment of replacement parts with a return label for any defective components.  In this situation, the customer has refused to complete these basic troubleshooting steps. These troubleshooting steps should take less than 10 minutes to complete in most circumstances.We look forward to assisting the customer with the results of the basic troubleshooting steps. Alternatively, we can create an RMA and provide shipment instructions for the presumably-defective merchandise, if the customer elects to make a standard warranty claim.Thank you!

Initial Business Response /* (1000, 5, 2015/06/26) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@diodedynamics.com
Hello,
We appreciate the opportunity to provide clarification in this matter.
The issue the customer has experienced is due to the...

result of his particular turn signal socket, which is not predictable. There are not "known issues" with the product that led to this particular issue. From time to time, it may be determined during installation that a product is not in fact compatible with an application that may be otherwise deemed compatible, due to variations in the electrical configuration of particular vehicles, even within the same make and model. We make our best effort, in good faith, to provide products that we know are fully compatible, but due to the sheer number of variations possible, in rare circumstances, a product may not be compatible. We offered a full refund of the product's purchase price, including original and return shipping costs.
When installing the product in question, the customer opened a fuse, which is a simple electrical "switch" designed to be replaced on a consumer level, in any vehicle. Rather than contacting us for assistance, the customer chose to bring the vehicle to a shop, where he elected to pay for diagnosis in finding the blown fuse. We did not direct the customer to take this action or pay any third party for assistance.
As stated on our website, Condition of Use of Products: "Under no circumstances shall Diode Dynamics, L.L.C. (DD), and/or its agents, owners, or employees, be liable for any direct, indirect, punitive, incidental, special, or consequential damages that result from, or arise out of the use of, or inability to use, the information contained on or received through use of this site, or any services or products received, issued, or sold by DD through this site or any means of transferrence."
Essentially, while we are glad to assist consumers in diagnosing and resolving any issue they may experience with our products, and accept return for refund for the products they purchased for any reason, we are not liable for third-party charges a customer chooses to incur of their own accord. This is standard procedure in any industry- in no case would a manufacturer reimburse a consumer for charges to a third-party, for assistance in repair or diagnosis of any product issue. Apple would not write a check to a computer repair shop if the consumer chose to seek assistance from the shop, rather than contacting Apple.
We again appreciate the opportunity to clarify our stance on this matter. Please feel free to contact us for further arbitration or information as needed.