Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10296450, and find that this resolution is satisfactory to me Regards, [redacted]
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 Regards, [redacted]
Mrs*** * I do apologizes if anyone from out tech support group was rude to youIf manager is requested and they are not available you will be setup for a call backI do show that you called back in and another tech agent assisted youYou requested to have the unit fixed and the agent
advised you that this was not possible and referred you to *** ***You asked for a refund and they are the only ones who could do soSince your unit was not working properly out the box they require the customer to contact them for a return or replacementI also show that *** *** agreed to return the unit for a full creditThis also happen the same day that the Revdex.com request was sentPlease let me know if there is anything else that we can do for youI do show that your request for a full refund has been put in process with *** ***. Regards, *** *** EdgeStar Technical Support Manager *** *** *** * *** * *** ***
Hello-
The customer sent a email to use and we contacted the customer back on 09/29/advising him that the unit would need to come back for replacementCustomer agreed to the offer of the unit being exchanged out for a new unitAlso customer was sent the BOL paper work for the product to be
picked up with R&L freight companyThe item is on its way back to us and should be here 10/07/
Respectfully,
Anthony
EdgeStar Support
Complaint: [redacted]
I am rejecting this response because:As United Airlines recently discovered, there is a huge difference between being right and doing the right thing.Edgestar is right, my warranty only lasted for 12 months. However, I am not aware I was offered any extended warranty. If Edgestar had asked that I pay for the diagnosis but they would pay for the any necessary parts I would have accepted. For a part to fail approx 1 month outside of warranty and for Edgestar to not offer a replacement or any compromise whatsoever, is not "standing behind" their product. It is avoiding responsibility of selling a defective product and is insulting to us as a consumer.Sooo - I will amend my negative review on Amazon, publish a negative review on [redacted], write a letter to the CEO of Edgestar expressing my displeasure and tell anyone who is interested that Edgestar products are unreliable and the that they do not stand behind thier product. Publishing these negative reviews will almost certainly cost Edgestar at least one client. That loss of a client is far more expensive than absorbing repair cost on my unit. Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I am fully cooperative with the company. Everything they have said is false. The outlet was not overloaded and my boyfriend who originally spoke to the company rep was very upfront about what had occurred. They were being rude when they asked me if I was really 'complaining' about the length of time this process was talking. And now they are lying about what actually happened. I do not want.to work with this company. As I have stated, the only resolution I eill.accept is a full refund of.the purchase price.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10296450, and find that this resolution is satisfactory to me.
Regards,
[redacted]
This unit was out of the manufacturer warranty as of 2/21/2015. At that point the unit was under an extended warranty provided by [redacted]. At this point, there is nothing I can do to help this customer. She needs to work with the warranty company.
Hello, You are in communication with Edgestar.com. Our records do not show any replacement order being sent out to your location. If you have an arrangement with LivingDirect.com then I will ask that you communicate with them at 1-800-297-6076 Mon - Fri. I reviewed my last response and confirmed that the number I provided to the extended warranty company is correct. At this time I will ask that you reach out to them under their contract. We apologize we are unable to assist you under our program as the item is no longer has an active warranty. Rudy Edgestar.com
Hello, Thank you for contacting us at Edgestar.com. I reviewed your case and attempted to trace the return transit bag with no success. At this time I would like to offer a solution that I believe will remedy this issue. If you agree to remove the Revdex.com dispute I will...
arrange for our system to provide a full credit. The credit will be issued back to you Visa ([redacted]) with in 12 hours of this dispute being removed. If you for any reason receive the transit back to your location then I will ask that you discard of it as you see fit. I will not require the unit to be returned. Please confirm you accept this offer by closing the dispute. Below is my information if you wish to contact me directly. [redacted] Edgestar Sales / Service Manager[redacted]
We have offered an exchange on this unit. We asked her to help us with diagnosis. This unit was plugged into an overloaded power outlet. We are offering an exchange within the terms of the warranty. If the customer is unhappy with those terms, there is not much else we can do. It is perceived...
as being rude when giving information that the customer does not like to hear. It is unfortunate that the unit has failed, but our owners manual states that the unit NEEDS to be plugged in to it's own dedicated outlet to prevent these issues. The agents tried to explain that and were getting no cooperation. We stand by our offer to exchange the unit and will make note that the outlet is overloaded and if a similar failure occurs again, there may not be anything we can do for the customer.
This unit was purchased as a Scratch and Dent unit by a third party buyer. On 5/25/16 the unit was purchased for $161.99 from [redacted]. A third party bought this unit from us, not the customer. That third party marked the item up and sold it on eBay. We sold the unit to the third party for...
$161.99. That third party is who received the refund of 161.99 from PayPal. When the third party placed the order, we have no way to tell what they charged their customer and for security reasons who was on the PayPal account. We can verify that the refund was processed to the purchasing PayPal account on 7/6/16. This customer did not purchase this from an authorized re-seller and this unit should not have had any warranty due to being a Scratch and Dent item. We did our best to help out a customer who spent $161.99 with us, unaware that there was a middle man. We have tried our best to help this customer. At this point, he needs to speak to the eBay seller who sold this item.
Mr. [redacted] -After carefully reviewing your case history. We would not be able to honor your request to replace the unit or refund you the 1299.99. I do show earlier today that you called in requesting these option and we advised you that you are outside of your 1 year manufacture warranty. Any...
request for refund or replacement need to be referred to [redacted]. You are currently a customer of the extended warranty company and they are currently working with you to resolve your current issue. Below is a copy of the manufacture warranty for you to review.WHAT IS COVERED:For a period of ONE (1) YEAR from the date of original retail purchase, EdgeStar will repair or replace any part free of charge including labor that fails due to a defect in materials or workmanship. Labor will be performed free of charge at an authorized EdgeStar repair facility and EdgeStar will supply new, rebuilt, orrefurbished parts free of charge. EdgeStar may request a defective part be returned in exchange for the replacement part. All replacement parts or products will be new, remanufactured, or refurbished. All products and parts replaced by EdgeStar under warranty service become the property of EdgeStar. Afterthe 12 month period, EdgeStar will no longer be responsible for labor charges incurred or replacement parts. All defective products andparts covered by this warranty will be repaired or replaced on a mail-in basis to an EdgeStar authorized repair facility. This warranty applies to the original purchaser only, and only covers defects in workmanship experienced during operation of the product under normal service, maintenance, and usage conditions. This warranty applies to the purchase and use of this product in residential settings within the United States of America. Exceptions: Commercial or Rental Use Warranty 90 days labor and parts from date of original purchase. No other warranty applies.Regards,[redacted]EdgeStar Technical Support Manager
[redacted] – I would like to apologies for any mistreatment you might have felt with our tech support. We are here to give you the customer the very best experience. It sound like we have failed you there. At this time we do require for all our customers to locate and box the product for...
shipping. When you advised the tech agent that you were not able to do so. He should have offered you an option to speak with the Living Direct to do what the call a box exchange. This will allow you to purchase a new unit and when you received it you can use the box that the new was received in. Then you would call back to let them know the product is ready for shipping and they would bring it back at no cost to you and credit you back in full. If you would like to take us up on this offer please contact us and we will gladly walk you through the process. Once again I do apologies for the bad experience you had. Regards, [redacted] EdgeStar Technical Support Manager Direct: [redacted] | [email protected] | EdgeStar Service
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.
Regards,
[redacted] I have been contacted, and am awaiting a replacement part which should rectify the problem. I will contact the Revdex.com when the situation is fixed.
Complaint: [redacted]
I am rejecting this response because:I was told by a representative that they could have searched the order using the serial number if the company my friend bought it from would have submitted the proper paperwork saying that they sold the item my question your warranty department is punishing the consumer for lack of the company's responsibility to submit the proper paperwork if that's type of warranty department you want to have I'm not surprised by there were so many other comments on this website as well as mine
Regards,
[redacted]
The customer called on 6/13/16 and stated that the unit was blowing cold air, however the unit is in a camper and it is not able to keep the camper cold. The unit is working as designed. Campers do not have the same insulation as a home. The customer was concerned that this unit had plenty of BTU...
for the square footage, but did not understand that a camper, due to poor insulation, gets hot and will take more effort to keep it cool. The unit has is not failing, therefore the online retailer chose to offer a return with a restocking fee to cover the original shipping and depreciated value of the unit since it can no longer be sold as brand new. The online retailer in this instance is owned by the same parent company, but is not the same company as EdgeStar. When [redacted] was trying to communicate with the customer, they were interrupting and being abusive rather than listening to an explanation of how the unit works. [redacted] asked the customer to stop interrupting several times and finally stated that he would end the call of he was not going to be able to speak. The manufacturer and the retailer cannot offer any more than we already have. The unit works as designed and the customer ordered this online without verifying that it would be suitable for their application. This is why this has been determined to be a "Buyers Remorse" situation. If the customer has decided that the unit is not blowing cold air even though they originally stated that it was, EdgeStar would be more than happy to inspect the unit. This unit should have a temperature difference of 15-25 degrees between the back intake of the unit and the front output vent. We have all the necessary thermometers in our warehouse location to perform this inspection. We would require the customer to ship it in to our warehouse for inspection. If the unit is in fact blowing cold, we would also require the customer to pay for shipping back to them, or we would contact the online retailer to refund them their money minus a 15% restocking fee.
It would seem as there is nothing we can do to help this customer. We have offered an exchange per the warranty. If that is not sufficient the customer can go ahead and sell the unit on Craigslist or throw it away.
Hello, We apologize if the unit purchased is not operating as designed. I reviewed your order and see that the unit was purchased on April 31, 2014. This will put you outside of our warranty but you do have an extended warranty attached. At this time I will ask that you phone...
New Leaf (extended warranty company) so they may assist you under their contract. Below is their information. http://www.newleafsc.net/servicepro/Phone: 1.855.879.6395I will ask that a copy of your receipt be sent to your email address as you will need that to receive service with New Leaf. We apologize for the issue and appreciate your cooperation. Rudy Edgestar.com
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10296450, and find that this resolution is satisfactory to me Regards, [redacted]
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 Regards, [redacted]
Mrs*** * I do apologizes if anyone from out tech support group was rude to youIf manager is requested and they are not available you will be setup for a call backI do show that you called back in and another tech agent assisted youYou requested to have the unit fixed and the agent
advised you that this was not possible and referred you to *** ***You asked for a refund and they are the only ones who could do soSince your unit was not working properly out the box they require the customer to contact them for a return or replacementI also show that *** *** agreed to return the unit for a full creditThis also happen the same day that the Revdex.com request was sentPlease let me know if there is anything else that we can do for youI do show that your request for a full refund has been put in process with *** ***. Regards, *** *** EdgeStar Technical Support Manager *** *** *** * *** * *** ***
Hello-
The customer sent a email to use and we contacted the customer back on 09/29/advising him that the unit would need to come back for replacementCustomer agreed to the offer of the unit being exchanged out for a new unitAlso customer was sent the BOL paper work for the product to be
picked up with R&L freight companyThe item is on its way back to us and should be here 10/07/
Respectfully,
Anthony
EdgeStar Support
Complaint: [redacted]
I am rejecting this response because:As United Airlines recently discovered, there is a huge difference between being right and doing the right thing.Edgestar is right, my warranty only lasted for 12 months. However, I am not aware I was offered any extended warranty. If Edgestar had asked that I pay for the diagnosis but they would pay for the any necessary parts I would have accepted. For a part to fail approx 1 month outside of warranty and for Edgestar to not offer a replacement or any compromise whatsoever, is not "standing behind" their product. It is avoiding responsibility of selling a defective product and is insulting to us as a consumer.Sooo - I will amend my negative review on Amazon, publish a negative review on [redacted], write a letter to the CEO of Edgestar expressing my displeasure and tell anyone who is interested that Edgestar products are unreliable and the that they do not stand behind thier product. Publishing these negative reviews will almost certainly cost Edgestar at least one client. That loss of a client is far more expensive than absorbing repair cost on my unit. Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I am fully cooperative with the company. Everything they have said is false. The outlet was not overloaded and my boyfriend who originally spoke to the company rep was very upfront about what had occurred. They were being rude when they asked me if I was really 'complaining' about the length of time this process was talking. And now they are lying about what actually happened. I do not want.to work with this company. As I have stated, the only resolution I eill.accept is a full refund of.the purchase price.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10296450, and find that this resolution is satisfactory to me.
Regards,
[redacted]
This unit was out of the manufacturer warranty as of 2/21/2015. At that point the unit was under an extended warranty provided by [redacted]. At this point, there is nothing I can do to help this customer. She needs to work with the warranty company.
Hello, You are in communication with Edgestar.com. Our records do not show any replacement order being sent out to your location. If you have an arrangement with LivingDirect.com then I will ask that you communicate with them at 1-800-297-6076 Mon - Fri. I reviewed my last response and confirmed that the number I provided to the extended warranty company is correct. At this time I will ask that you reach out to them under their contract. We apologize we are unable to assist you under our program as the item is no longer has an active warranty. Rudy Edgestar.com
Hello, Thank you for contacting us at Edgestar.com. I reviewed your case and attempted to trace the return transit bag with no success. At this time I would like to offer a solution that I believe will remedy this issue. If you agree to remove the Revdex.com dispute I will...
arrange for our system to provide a full credit. The credit will be issued back to you Visa ([redacted]) with in 12 hours of this dispute being removed. If you for any reason receive the transit back to your location then I will ask that you discard of it as you see fit. I will not require the unit to be returned. Please confirm you accept this offer by closing the dispute. Below is my information if you wish to contact me directly. [redacted] Edgestar Sales / Service Manager[redacted]
We have offered an exchange on this unit. We asked her to help us with diagnosis. This unit was plugged into an overloaded power outlet. We are offering an exchange within the terms of the warranty. If the customer is unhappy with those terms, there is not much else we can do. It is perceived...
as being rude when giving information that the customer does not like to hear. It is unfortunate that the unit has failed, but our owners manual states that the unit NEEDS to be plugged in to it's own dedicated outlet to prevent these issues. The agents tried to explain that and were getting no cooperation. We stand by our offer to exchange the unit and will make note that the outlet is overloaded and if a similar failure occurs again, there may not be anything we can do for the customer.
This unit was purchased as a Scratch and Dent unit by a third party buyer. On 5/25/16 the unit was purchased for $161.99 from [redacted]. A third party bought this unit from us, not the customer. That third party marked the item up and sold it on eBay. We sold the unit to the third party for...
$161.99. That third party is who received the refund of 161.99 from PayPal. When the third party placed the order, we have no way to tell what they charged their customer and for security reasons who was on the PayPal account. We can verify that the refund was processed to the purchasing PayPal account on 7/6/16. This customer did not purchase this from an authorized re-seller and this unit should not have had any warranty due to being a Scratch and Dent item. We did our best to help out a customer who spent $161.99 with us, unaware that there was a middle man. We have tried our best to help this customer. At this point, he needs to speak to the eBay seller who sold this item.
Mr. [redacted] -After carefully reviewing your case history. We would not be able to honor your request to replace the unit or refund you the 1299.99. I do show earlier today that you called in requesting these option and we advised you that you are outside of your 1 year manufacture warranty. Any...
request for refund or replacement need to be referred to [redacted]. You are currently a customer of the extended warranty company and they are currently working with you to resolve your current issue. Below is a copy of the manufacture warranty for you to review.WHAT IS COVERED:For a period of ONE (1) YEAR from the date of original retail purchase, EdgeStar will repair or replace any part free of charge including labor that fails due to a defect in materials or workmanship. Labor will be performed free of charge at an authorized EdgeStar repair facility and EdgeStar will supply new, rebuilt, orrefurbished parts free of charge. EdgeStar may request a defective part be returned in exchange for the replacement part. All replacement parts or products will be new, remanufactured, or refurbished. All products and parts replaced by EdgeStar under warranty service become the property of EdgeStar. Afterthe 12 month period, EdgeStar will no longer be responsible for labor charges incurred or replacement parts. All defective products andparts covered by this warranty will be repaired or replaced on a mail-in basis to an EdgeStar authorized repair facility. This warranty applies to the original purchaser only, and only covers defects in workmanship experienced during operation of the product under normal service, maintenance, and usage conditions. This warranty applies to the purchase and use of this product in residential settings within the United States of America. Exceptions: Commercial or Rental Use Warranty 90 days labor and parts from date of original purchase. No other warranty applies.Regards,[redacted]EdgeStar Technical Support Manager
[redacted] – I would like to apologies for any mistreatment you might have felt with our tech support. We are here to give you the customer the very best experience. It sound like we have failed you there. At this time we do require for all our customers to locate and box the product for...
shipping. When you advised the tech agent that you were not able to do so. He should have offered you an option to speak with the Living Direct to do what the call a box exchange. This will allow you to purchase a new unit and when you received it you can use the box that the new was received in. Then you would call back to let them know the product is ready for shipping and they would bring it back at no cost to you and credit you back in full. If you would like to take us up on this offer please contact us and we will gladly walk you through the process. Once again I do apologies for the bad experience you had. Regards, [redacted] EdgeStar Technical Support Manager Direct: [redacted] | [email protected] | EdgeStar Service
The retailer has reached an agreement and refunded the full purchase price of this unit, plus an additional $100 to help with disposal of this unit.
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.
Regards,
[redacted] I have been contacted, and am awaiting a replacement part which should rectify the problem. I will contact the Revdex.com when the situation is fixed.
Complaint: [redacted]
I am rejecting this response because:I was told by a representative that they could have searched the order using the serial number if the company my friend bought it from would have submitted the proper paperwork saying that they sold the item my question your warranty department is punishing the consumer for lack of the company's responsibility to submit the proper paperwork if that's type of warranty department you want to have I'm not surprised by there were so many other comments on this website as well as mine
Regards,
[redacted]
The customer called on 6/13/16 and stated that the unit was blowing cold air, however the unit is in a camper and it is not able to keep the camper cold. The unit is working as designed. Campers do not have the same insulation as a home. The customer was concerned that this unit had plenty of BTU...
for the square footage, but did not understand that a camper, due to poor insulation, gets hot and will take more effort to keep it cool. The unit has is not failing, therefore the online retailer chose to offer a return with a restocking fee to cover the original shipping and depreciated value of the unit since it can no longer be sold as brand new. The online retailer in this instance is owned by the same parent company, but is not the same company as EdgeStar. When [redacted] was trying to communicate with the customer, they were interrupting and being abusive rather than listening to an explanation of how the unit works. [redacted] asked the customer to stop interrupting several times and finally stated that he would end the call of he was not going to be able to speak. The manufacturer and the retailer cannot offer any more than we already have. The unit works as designed and the customer ordered this online without verifying that it would be suitable for their application. This is why this has been determined to be a "Buyers Remorse" situation. If the customer has decided that the unit is not blowing cold air even though they originally stated that it was, EdgeStar would be more than happy to inspect the unit. This unit should have a temperature difference of 15-25 degrees between the back intake of the unit and the front output vent. We have all the necessary thermometers in our warehouse location to perform this inspection. We would require the customer to ship it in to our warehouse for inspection. If the unit is in fact blowing cold, we would also require the customer to pay for shipping back to them, or we would contact the online retailer to refund them their money minus a 15% restocking fee.
It would seem as there is nothing we can do to help this customer. We have offered an exchange per the warranty. If that is not sufficient the customer can go ahead and sell the unit on Craigslist or throw it away.
Hello, We apologize if the unit purchased is not operating as designed. I reviewed your order and see that the unit was purchased on April 31, 2014. This will put you outside of our warranty but you do have an extended warranty attached. At this time I will ask that you phone...
New Leaf (extended warranty company) so they may assist you under their contract. Below is their information. http://www.newleafsc.net/servicepro/Phone: 1.855.879.6395I will ask that a copy of your receipt be sent to your email address as you will need that to receive service with New Leaf. We apologize for the issue and appreciate your cooperation. Rudy Edgestar.com