DPI Inc.

We understand that during the holidays gifts are purchased before there actual useTo accommodate consumers we allow 90-day warranty exchanges on Christmas gifts without proof of purchase from November-February. The customer's original call occurred on March 3rd and our records indicate
purchase was in October 30thIf this is a mistake please contact our consumer service, provide a copy of the purchase receipt/packing slip, and we will be happy to issue a warranty exchangeAttached is a copy of the warranty requirements

Initial Business Response /* (1000, 5, 2016/02/24) */
If the customer would like a refund they will need to contact the point of sale (where the item was purchased) for the refundSince the item was not purchased from DPI directly, DPI cannot issues a refund
For warranty exchanges we require
proof of purchase (receipt) and the customer to pay for one way shipping to our warehouseWe then exchange the item and pay for return shippingThis process is outline in the warranty guide included with the product when purchased

If the television is not working we will be happy to exchange it for the customerPlease contact consumer service at *** and they will begin the exchange processWe cannot issue a refund for they TV because it was not purchased directly from us, it was purchased from the CanteenThe
Canteen would have to issue the refund since it was purchased from that store

To Whom It may Concern, The customer was sent a prepaid label to send the TV back.(12/8/17) Per our policy the customer is required to pay to send the unit to us and we exchange free of chargePer customer satisfaction we sent the customer a free shipping label because we want our customers
happy and enjoying our products. When the TV is received we will be more than happy to send them a replacement unit new ,free of charge. We look forward to assisting this customer with there exchange so they can enjoy there TV for years to come

We have manufactured tens of thousands of these units and during this product's lifespan we have made modifications to the design There are some units that have been produced with an external antenna and some that had internal antennaThe units with external antennas will have a silver telescoping
antenna on the body of the unit that extends 4-12"Units with internal antennas will not have a visible antenna.The customer wanted to exchange the unit under warrantyPer our warranty (included with every purchases) return shipping is at the customers expense, we then pay to ship the new unit to the consumerI have attached the warranty for your reference

We are sorry the customer's remote was not in the box with the VR headset as it should have beenWe cannot alter the retailers return policies but we would be happy to send a remote to the customer free of charge

Initial Business Response /* (1000, 5, 2015/12/21) */
Contact Name and Title: *** ***/DPI Quality
Contact Email: ***@dpiinc.com
The above customer purchased a *** TabletIt has a year warranty unless physical damageThe customer sent her tablet inwe received it 11/20/and
shipped a replacement unit 11/24/
Initial Consumer Rebuttal /* (3000, 7, 2015/12/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because I have been talking to this company since the end of November asking about where is my tablet and they keep giving me the run around.Everytime I call them regarding my son tablet they tell me to call them back in business daysI even have my friend to call them to see if she can get a better response from themi call them on Dec and ask to either seen me a new tablet or send back my old tablet and I will have somebody fix itThe person told me that will call me back in business days and never call me.They cannot even tell me what the company it was sent how throughI have proof of everything that they sent me thur emailsI ask for the tracking # and the company so I can contact that companyDPI is not doing what they promise me and lying to me and youI need my tablet back and talking to them is getting nowhereCan you please tell what else can I do to get my year son tablet back

Initial Business Response /* (1000, 5, 2016/02/29) */
The customer purchased the tablet from *** sometime in May of They were then shipped an exchanged unit under warranty on June 2nd The tablet comes with a year limited warrantyThe customer called July The tablet is
now out of warrantyThe offer of $was to replace a OUT OF WARRANTY and discontinued tablet with a new model
If the customer would like a refund they would need to contact ***

Complaint: ***
I am rejecting this response because: here is the copy of my email reply directly after I got off of the phone with themI told the person on the phone (a call center in India) AND in the email the the product was ordered on 11/NOT in October!! It was shipped a few days later & arrived shortly after that (about a week)Now I will accept their terms If they are willing to admit that they are only saying ok NOW because I went to the Revdex.comI have proof of when it was ordered that I can print out and shop back to the company if they provide me the mailing address to do so.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: First you can not be sure of the unit you purchase. The company said one unit has a visible antenna and the other unit has an antenna that is not visible. You can not see that stated anywhere on the box the unit comes in. The unit should work. This one does not work. I feel that the company should back their product and pay for the shipping for me to mail the faulty unit to them
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/10/02) */
Customer is over a year out of warranty and is asking for us to send her a new DVD player free of chargeWe have offered her a DVD player if she pays an exchange fee and she has refusedHer call records reflect our attempts to
resolve
June 6- DVD player not working, agent asked for sales receipt information, Customer does not have it currently
June 12- call back customer is out of warranty, offered $EXCHANGE PRICE for DVD playerCustomer wants to ship back unit in exchange for working unitCustomer Ask this case to be escalated to management with the note she asks for us to note "SHE HAS HIGH HOPES ON THIS ESCALATION"
June 16- customer calls for updateNo update at this time, ask for call back
June 16- Customer calls again, ask for warranty exception
June 19- Customer told we will not waive warranty and exchange DVD player free of chargeCustomer is unhappy wants to email a complaintEmail address given
July 6- Customer calls to have warranty replacement, notified her waiver has been denied
July 31- Customer wants to know if we will give her a coupon for a new productWe do not offer or have coupons
July 31- Customer wants address for Revdex.com complaintThreatening to file complaint to the Revdex.com if we do not exchange her product
Aug - Customer called to see what the status of her requestAdvised there was no change
Aug - Customer called for a warranty replacementAdvised again out of warranty and will need to pay exchange price
Aug 20- Customer called againWants address to warehouse, advised that exchange ticket must be made, customer said she found the warehouse address and hung up
If the consumer ships her DVD players without authorization or to the incorrect address we will not be responsible for these items if they are lostWe do not exchange or service products that are shipped without authorizationIf the customer wants a new DVD player, she will have to have an exchange order created for her and pay for shipping and exchange

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
* *** ***

Per customer satisfaction we have sent a replacement unit even after the customer did not follow the proper protocol to return the item. We look forward to having her enjoy or products for years to come

Initial Business Response /* (1000, 5, 2015/06/05) */
The consumer purchased a CD boombox with an AUX input. They believed this INPUT was an OUTPUT for headphones. The Box and manual clearly state this is an AUX INPUT and not an OUTPUT. The customer was informed of this when they e-mailed and...

called. It is not a Sales Practice issue as we never indicated this INPUT was to be used as and OUTPUT for headphones. Further only the point of purchase (where the consumer bought the item) can issues a refund. We never took payments from the consumer. They need to return their item to the retailer. We will also not furnish a replacement radio as this was not an error or mistake on our part.
Attached is the included instruction manual. You will see what the intended purpose of the AUX INPUT is for.

We do not understand the statement "The canteen received orders from GPX not to accept the rejected TV". We do not, can not, and have not given the Canteen such orders.Again, if the customer would like a refund they would need to be refunded by the original point of sale. GPX didn't receive payment from the customer for these TV so we cannot issue a refund payments for a product they did not purchases from GPX.  If the customer would like to exchange the TV please have them contact consumer service [redacted] to arrange the exchange, We will pay for the shipping.

Dear Revdex.com, Our valued customer Ms [redacted] called into our customer service department stating she purchased a pair wireless blue tooth headsets that stopped working after she received them. Our customer care department advised the customer of the exchange policy and what she needed to do...

in order to return her item. Ms [redacted] returned the headset and when they arrived to us there were 2 sets in her box. We had advised her of the things that we would require per one of her units had physical damage. Our customer service reps contacted Ms [redacted] on several occasions to discuss the exchange process.  We value Ms [redacted] business we have sent her 2 headsets to her. A supervisor has contacted the customer to apologize if she feels she is going back and forth. We hope Ms [redacted] will be happy with her headphones and look forward to her using our products in the future.

The tablet comes with a 1 year warranty and we have honored that warranty by replacing them numerous times.  Since these were purchased from [redacted], we cannot issue a refund as we are not the original point of purchase.

The customer e-mailed consumer service with a product that is out of warranty and was discontinued in 2011. Attempts at troubleshooting were made to try to correct the clock malfunction but failed to resolve the issue. The product came with a 90-day warranty when it was sold in 2009-2011, so...

logically we would not offer a replacement. At no time did we tell the customer "you're on your own".

We apologize for the misunderstanding. The customer contacted us for warranty exchange after the unit had been damaged due to dropping it on the ground. We do not typically cover physical damage in our warranty but we decided to make an exception. The unit was shipped from Canada and we do not ship...

orders to Canada but we do fulfill warranty exchanges. This is where there was a break down in understanding by customer service. We will fulfill our warranty promise and ship a new unit to the customer.

To Whom It May Concern,   The customer has been sent a working unit.  Our exchange policy states they send the unit in and as long as pop is provided and the unit is in warranty we will exchange it for a unit of equal value. If the customer did not like paying for the shipping they could...

have took the unit directly back to the store where it was purchased. We advised the customer that we would inspect the unit when receiving to make sure that there is no communication issues with the customer on the use of the unit. The customer has been sent a replacement unit. We back our exchange policy and will be more than happy to assist the customer if need be in the future with any exchange assistance.   Thank You,   [redacted]