I have attached our communication with [redacted] attached for case [redacted]. He is happy with our resolution, please let me know if you need anything further with this case.
Contacted customer via telephone and email this morning. Awaiting response. Our remotes come with a one year warranty and this customer's system is two years old. That being said, I will authorize an out-of-warranty exchange of the customer's remotes once she contacts me.
Revdex.com:
I have reviewed the response made by the business in...
reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Refund has gone through. Thank you for your assistance. I would still like some kind of review listed on the bad customer service. Regards,
[redacted]
the claims asserted by Mr. [redacted], please see Directed’s response below.The goods
sold to Mr. [redacted] were close-out items and they were sold by Directed to
Mr. [redacted]’s company, [redacted] Inc., at the end of January 2015. As a result of selling the remaining products
to [redacted] Inc., these products were no longer being offered to any other
customers of Directed.
We
previously investigated claims from Mr. [redacted] in July 2015. These claims
were only brought up after Directed attempted to collect past due invoices for
the goods. Upon completing our investigation into Mr. [redacted]’s claims, we were
not able to find defects in the product or services. As part of the investigation, Directed asked
Mr. [redacted] to return some of the units for testing, and so we could further
evaluate the issues he claimed. Mr.
[redacted] returned 2 units. One of the units that Mr. [redacted] returned did
not include the hub, which is the connection point from the consumer to our
hub. The other unit that Mr. [redacted] returned had already been registered by
another user. We could only conclude that [redacted] Inc., had re-sold this
specific unit that a previous customer had registered and then returned to
[redacted] Inc.
In response
to Mr. [redacted]’s claims regarding website support, once all items were sold
to [redacted] Inc., Directed continued to provide support, which can be found
here: http://kb.viper.com/customer/portal/topics/574183-viper-home/articles?b_id=907 http://www.viper.com/support/videos.aspx
As part of the sale agreement, Mr. [redacted] and his
company were responsible for promoting the sale of the goods. In our review of
where [redacted] Inc. has offered the goods, there is little to no detail regarding the product or
services being offered.
Below, Directed
has also provided detailed responses to the remaining claims alleged by Mr.
[redacted]:
1.) The
web user interface portal uses Microsoft Silverlight. While this is an older
application it is still supported by the most common internet browsers i.e.
Microsoft Explorer, Microsoft edge, Apple safari, Google Chrome. During the
initial login and registration process of the system, the user will be prompted
to install Microsoft Silverlight. Once this is installed, everything works as
it should, and Directed has validated this.
2.) As the consumer completes the registration of
the product, they are required to input a credit card and they are subject to a
$9.99/month fee for premium services.
There was not an exclusion for this in the sale agreement. As with any service, it is common for the end
user to pay a monthly fee for service.
3.) The product page in the application is linked
to a product page that was removed (since such product page was previously
offered to Directed’s entire customer base).
As stated above, continued support is provided at this link:
http://kb.viper.com/customer/portal/topics/574183-viper-home/articles?b_id=907 http://www.viper.com/support/videos.aspx
In addition,
the product page that was removed in the application was for demonstration
purposes only, and its removal does not inhibit the functionality to the end
user when used on conjunction with the Viper Home product and services.
4.) Directed has been working with Mr. [redacted]
to overcome the issues he claims and we have supported everything that was
agreed upon between the parties when the product was sold.
Business Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.THAT WAS ONE POSSIBLY. GOING TO TAKE IT BACK TO THE INSTALLER MONDAY DECEMBER 29, 2014 AT THAT TIME THE INSTALLER WILL CONTACT THE DEALER AND TRY TO FIGURE IT OUT. AS OF RIGHT NOW THE ISSUE HAS NOT BEEN RESOLVED.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by...
the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
We apologize for the issues you are having with the device in your car causing the battery to drain. We are also sorry for the mishandling of your request when you contacted us. We have contacted out international support team and unfortunately there are no dealers we have in South Korea to bring...
your vehicle for this request. WE will be glad to work with you directly in assisting you to access the device in your car to get it disconnected to address the battery drain issue. Thank you for your understanding in this matter as we work to resolve your issue.
I already responded but here is is again.Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11030940, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Hello, Ty for the response. I was asking for a very long time for them to communicate with me and work this out. Now that I see there "response", it is clear to me why they chose to ignore me ("See no evil, hear no evil")1) on 11/20 ** sent me a fed ex call tag with 7pc, Del 11/24 fed ex [redacted]. They never responded to this. I also offered to send every person on the management staff (including [redacted]) a full set of this for free and they can decide for themselves if this is an actual working product. I can still do this. I am also willing to send the Revdex.com or local media this product for free and they can decide if this is a working product. This idea that we sent them product and they found no defects is false and a bizarre claim.Its bizarre because I offered to meet them in person and they can show me how this product is useful.2) I stopped paying because they didn't provide me with a working product. I stopped paying because it was on the main web site (VIper.com) when they offered me the deal, and then it was removed after they shipped it. I stopped paying because they removed any reference of this item from their site (viper.com/home). I stopped paying because the user interface doesn't work and it not being supported. I stopped paying because the mobile app does not work. I stopped paying because they stopped supporting this product in any way. I stopped paying because I was mislead into this deal. AND THEY KNOW IT.I offered to send back 100% of the goods. Its not that they dont want to service me, they cant. They do not know anything about this product. It was outsourced to begin with to a third party and they no longer have a relationship with them.3) The claim that we had complaints after they collected money form us is also bizarre. I complained multiple times before that about all the issues. Also on march the Viper/home site was taken off line - so the complaints intensified. The contract clearly states 3 years of service. My assumption was that the product will actually do what it says it will do (or at least reasonabley close)4) 1.) The web user interface portal uses Microsoft Silverlight. While this is an older application it is still supported by the most common internet browsers i.e. Microsoft Explorer, Microsoft edge, Apple safari, Google Chrome. During the initial login and registration process of the system, the user will be prompted to install Microsoft Silverlight. Once this is installed, everything works as it should, and Directed has validated this They are wrong. The user interface crashes over and over. I was not able to get it to work and neither was my rep. The documentation says nothing about all these limitations. My rep asked ** to give us a demo and he was not able to. Hes the head product guy and he cant get his own product to work, how can a customer get it to work?5) 2.) As the consumer completes the registration of the product, they are required to input a credit card and they are subject to a $9.99/month fee for premium services. There was not an exclusion for this in the sale agreement. As with any service, it is common for the end user to pay a monthly fee for service. It says nothing about this on the documentation. I was told on by Dei that there is a free service and a premium service. There is no free service. (this can be confirmed by AF and BH)6) 3.) The product page in the application is linked to a product page that was removed (since such product page was previously offered to Directed’s entire customer base). As stated above, continued support is provided at this link: http://kb.viper.com/customer/portal/topics/574183-viper-home/articles?b_i...⇄ addition, the product page that was removed in the application was for demonstration purposes only, and its removal does not inhibit the functionality to the end user when used on conjunction with the Viper Home product and services. This was never stated to me nor was it stated to the customer. It was there when I purchased the deal, its gone now, end of story. 7) 4.) Directed has been working with Mr. [redacted] to overcome the issues he claims and we have supported everything that was agreed upon between the parties when the product was sold. This is a boldface lie. Its not that they dont want to - they do not have the knowledge to correct this as stated above. They simply have no idea what this product is. Im still willing to now8) The documentation points you to Viper.com and VIper.com/home. This was there at the time of the deal. Its gone now.9) They also lost control of what systems are registered and which are not. New ones are being shown as registered.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that there was no proposed action and thus the response will not resolve my complaint. For your reference, details of my rejection are listed below:
A waiver or an exception is reasonable in certain situations. Even the ability to "purchase" an installation guide would be an appropriate option as long as the cost does not exceed the product.On your website it states: "Most Directed Products such as Viper, Python, and Clifford are highly complex security devices that require professional installation. The best solution if you need assistance with your installation is to contact a Professional Authorized Dealer or Retailer that specializes in the field of vehicle security. To locate a dealer in your area, please visit the Dealer Locator and choose from thousands of dealers and retailers throughout the country."If you need assistance contact a dealer or retailer. I would think that the company that manufactures the product would be able to answer the phone, assuming your dealers have access to detailed installation instructions online, you would not have a completely high call volume resulting in my never getting a live customer service representative.The reason that you won't provide me with any sort of assistance is not because of a promise to your dealers, but rather holding a monopoly on the car security sector. I refuse to pay $300 to have a $70 remote start system installed when I am more than capable to install it myself (unlike most "home mechanics", because as you know I am a mechanic by trade). The only reason I chose viper is because of a superior product but unfortunately thus far service is super substandard.What would solve this Revdex.com complaint:1) Tell me if the hood pin switch is grounded or non-connected in order for the unit to operate (-) wire 4 gray on the remote start harness (I will probably have broken out my multimeter by the time I receive a response).b) Tell me what the activation input (-) blue/white wire 4 on the main harness is or does.c) What is the 200mA (-) status output, wire 1 blue on the satellite harness.If the above 3 points are met, I shall accept the response and withdrawal my negative product review from the retailer I made my purchase, otherwise I can safely assume that there will be no effort made by Directed to satisfy a customer.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
I have attached our communication with [redacted] attached for case [redacted]. He is happy with our resolution, please let me know if you need anything further with this case.
Contacted customer via telephone and email this morning. Awaiting response. Our remotes come with a one year warranty and this customer's system is two years old. That being said, I will authorize an out-of-warranty exchange of the customer's remotes once she contacts me.
Revdex.com:
I have reviewed the response made by the business in...
reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Refund has gone through. Thank you for your assistance. I would still like some kind of review listed on the bad customer service. Regards,
[redacted]
Dear Sir or
Madam:
In response
to...
the claims asserted by Mr. [redacted], please see Directed’s response below.The goods
sold to Mr. [redacted] were close-out items and they were sold by Directed to
Mr. [redacted]’s company, [redacted] Inc., at the end of January 2015. As a result of selling the remaining products
to [redacted] Inc., these products were no longer being offered to any other
customers of Directed.
We
previously investigated claims from Mr. [redacted] in July 2015. These claims
were only brought up after Directed attempted to collect past due invoices for
the goods. Upon completing our investigation into Mr. [redacted]’s claims, we were
not able to find defects in the product or services. As part of the investigation, Directed asked
Mr. [redacted] to return some of the units for testing, and so we could further
evaluate the issues he claimed. Mr.
[redacted] returned 2 units. One of the units that Mr. [redacted] returned did
not include the hub, which is the connection point from the consumer to our
hub. The other unit that Mr. [redacted] returned had already been registered by
another user. We could only conclude that [redacted] Inc., had re-sold this
specific unit that a previous customer had registered and then returned to
[redacted] Inc.
In response
to Mr. [redacted]’s claims regarding website support, once all items were sold
to [redacted] Inc., Directed continued to provide support, which can be found
here: http://kb.viper.com/customer/portal/topics/574183-viper-home/articles?b_id=907 http://www.viper.com/support/videos.aspx
As part of the sale agreement, Mr. [redacted] and his
company were responsible for promoting the sale of the goods. In our review of
where [redacted] Inc. has offered the goods, there is little to no detail regarding the product or
services being offered.
Below, Directed
has also provided detailed responses to the remaining claims alleged by Mr.
[redacted]:
1.) The
web user interface portal uses Microsoft Silverlight. While this is an older
application it is still supported by the most common internet browsers i.e.
Microsoft Explorer, Microsoft edge, Apple safari, Google Chrome. During the
initial login and registration process of the system, the user will be prompted
to install Microsoft Silverlight. Once this is installed, everything works as
it should, and Directed has validated this.
2.) As the consumer completes the registration of
the product, they are required to input a credit card and they are subject to a
$9.99/month fee for premium services.
There was not an exclusion for this in the sale agreement. As with any service, it is common for the end
user to pay a monthly fee for service.
3.) The product page in the application is linked
to a product page that was removed (since such product page was previously
offered to Directed’s entire customer base).
As stated above, continued support is provided at this link:
http://kb.viper.com/customer/portal/topics/574183-viper-home/articles?b_id=907 http://www.viper.com/support/videos.aspx
In addition,
the product page that was removed in the application was for demonstration
purposes only, and its removal does not inhibit the functionality to the end
user when used on conjunction with the Viper Home product and services.
4.) Directed has been working with Mr. [redacted]
to overcome the issues he claims and we have supported everything that was
agreed upon between the parties when the product was sold.
Better...
Business Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.THAT WAS ONE POSSIBLY. GOING TO TAKE IT BACK TO THE INSTALLER MONDAY DECEMBER 29, 2014 AT THAT TIME THE INSTALLER WILL CONTACT THE DEALER AND TRY TO FIGURE IT OUT. AS OF RIGHT NOW THE ISSUE HAS NOT BEEN RESOLVED.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by...
the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
We apologize for the issues you are having with the device in your car causing the battery to drain. We are also sorry for the mishandling of your request when you contacted us. We have contacted out international support team and unfortunately there are no dealers we have in South Korea to bring...
your vehicle for this request. WE will be glad to work with you directly in assisting you to access the device in your car to get it disconnected to address the battery drain issue. Thank you for your understanding in this matter as we work to resolve your issue.
Our reps do not give out phone numbers for members of the management team.
I already responded but here is is again.Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11030940, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Hello, Ty for the response. I was asking for a very long time for them to communicate with me and work this out. Now that I see there "response", it is clear to me why they chose to ignore me ("See no evil, hear no evil")1) on 11/20 ** sent me a fed ex call tag with 7pc, Del 11/24 fed ex [redacted]. They never responded to this. I also offered to send every person on the management staff (including [redacted]) a full set of this for free and they can decide for themselves if this is an actual working product. I can still do this. I am also willing to send the Revdex.com or local media this product for free and they can decide if this is a working product. This idea that we sent them product and they found no defects is false and a bizarre claim.Its bizarre because I offered to meet them in person and they can show me how this product is useful.2) I stopped paying because they didn't provide me with a working product. I stopped paying because it was on the main web site (VIper.com) when they offered me the deal, and then it was removed after they shipped it. I stopped paying because they removed any reference of this item from their site (viper.com/home). I stopped paying because the user interface doesn't work and it not being supported. I stopped paying because the mobile app does not work. I stopped paying because they stopped supporting this product in any way. I stopped paying because I was mislead into this deal. AND THEY KNOW IT.I offered to send back 100% of the goods. Its not that they dont want to service me, they cant. They do not know anything about this product. It was outsourced to begin with to a third party and they no longer have a relationship with them.3) The claim that we had complaints after they collected money form us is also bizarre. I complained multiple times before that about all the issues. Also on march the Viper/home site was taken off line - so the complaints intensified. The contract clearly states 3 years of service. My assumption was that the product will actually do what it says it will do (or at least reasonabley close)4) 1.) The web user interface portal uses Microsoft Silverlight. While this is an older application it is still supported by the most common internet browsers i.e. Microsoft Explorer, Microsoft edge, Apple safari, Google Chrome. During the initial login and registration process of the system, the user will be prompted to install Microsoft Silverlight. Once this is installed, everything works as it should, and Directed has validated this They are wrong. The user interface crashes over and over. I was not able to get it to work and neither was my rep. The documentation says nothing about all these limitations. My rep asked ** to give us a demo and he was not able to. Hes the head product guy and he cant get his own product to work, how can a customer get it to work?5) 2.) As the consumer completes the registration of the product, they are required to input a credit card and they are subject to a $9.99/month fee for premium services. There was not an exclusion for this in the sale agreement. As with any service, it is common for the end user to pay a monthly fee for service. It says nothing about this on the documentation. I was told on by Dei that there is a free service and a premium service. There is no free service. (this can be confirmed by AF and BH)6) 3.) The product page in the application is linked to a product page that was removed (since such product page was previously offered to Directed’s entire customer base). As stated above, continued support is provided at this link: http://kb.viper.com/customer/portal/topics/574183-viper-home/articles?b_i...⇄ addition, the product page that was removed in the application was for demonstration purposes only, and its removal does not inhibit the functionality to the end user when used on conjunction with the Viper Home product and services. This was never stated to me nor was it stated to the customer. It was there when I purchased the deal, its gone now, end of story. 7) 4.) Directed has been working with Mr. [redacted] to overcome the issues he claims and we have supported everything that was agreed upon between the parties when the product was sold. This is a boldface lie. Its not that they dont want to - they do not have the knowledge to correct this as stated above. They simply have no idea what this product is. Im still willing to now8) The documentation points you to Viper.com and VIper.com/home. This was there at the time of the deal. Its gone now.9) They also lost control of what systems are registered and which are not. New ones are being shown as registered.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that there was no proposed action and thus the response will not resolve my complaint. For your reference, details of my rejection are listed below:
A waiver or an exception is reasonable in certain situations. Even the ability to "purchase" an installation guide would be an appropriate option as long as the cost does not exceed the product.On your website it states: "Most Directed Products such as Viper, Python, and Clifford are highly complex security devices that require professional installation. The best solution if you need assistance with your installation is to contact a Professional Authorized Dealer or Retailer that specializes in the field of vehicle security. To locate a dealer in your area, please visit the Dealer Locator and choose from thousands of dealers and retailers throughout the country."If you need assistance contact a dealer or retailer. I would think that the company that manufactures the product would be able to answer the phone, assuming your dealers have access to detailed installation instructions online, you would not have a completely high call volume resulting in my never getting a live customer service representative.The reason that you won't provide me with any sort of assistance is not because of a promise to your dealers, but rather holding a monopoly on the car security sector. I refuse to pay $300 to have a $70 remote start system installed when I am more than capable to install it myself (unlike most "home mechanics", because as you know I am a mechanic by trade). The only reason I chose viper is because of a superior product but unfortunately thus far service is super substandard.What would solve this Revdex.com complaint:1) Tell me if the hood pin switch is grounded or non-connected in order for the unit to operate (-) wire 4 gray on the remote start harness (I will probably have broken out my multimeter by the time I receive a response).b) Tell me what the activation input (-) blue/white wire 4 on the main harness is or does.c) What is the 200mA (-) status output, wire 1 blue on the satellite harness.If the above 3 points are met, I shall accept the response and withdrawal my negative product review from the retailer I made my purchase, otherwise I can safely assume that there will be no effort made by Directed to satisfy a customer.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]