ExtractCraft LLC

We have had exhaustive communication with this individual to no avail The misrepresentations are completely unfounded as the visual depiction of the app and description of function is front and center His accusations hinge on a single word having been missed in the updating of the previous user manual from "adjust" to "monitor" It was a simple oversight in the editing of the manual and is absolutely not material in the description of function of the unit and app, especially since the entire next page describes the app in detail and exhaustively This customer is set on complaining and using the Revdex.com to extort shipping payment for his return which we have no intention of bending to We don't pay for customer shipping when they purchase the machine nor when it is returned Thank you for your time and attention to this matter

Thank you for giving me the opportunity to respond to these claims This customer has been somewhat difficult to deal with both with inaccurate information and an aggressive nature They purchased units and soon after they had problems with one It was pretty evident that it
wasn't being used in compliance with the user manual but we allowed them to return it for a full refund as a gesture of good will When the unit arrived there was nothing operationally wrong with the unit, but we still provided the refund in accordance with the return policy Now, with the new complaint, which is quite rare for us he claims the machine is ruining his product and he has a heating control issue It is quite apparent by the photos that were provided by this customer the unit is being used outside of the guidance of the user manual It is clear that there is distinctly more extracted oil in the machine than is possible in a single run I suspect what is happening, and what I tried to explain to the customer, is called "bumping" That much oil could not be made with one run in the machine This bumping will happen in two ways First, stopping the machine filling up the cup and starting the machine when warm Secondly, preprocessing a lot of oil in another machine and putting it in the Source to finish creating a far to thick oil to process It looks like they are using a unit designed for the home and applying it to a commercial operation outside of the guidance of the user manual Also, the customer said he left the machine alone for a few hours and came back to this problem The user manual clearly states that the unit should not be left unattended As far as temperature control issues, we have three temp cut offs in the machine, if there was a temp control problem the unit would cut off and he would only see a green flashing light I have offered to review the unit for warranty issues in compliance with our 1-year warranty policy The refund request is not valid and not in compliance with our stated return policy I suspect the customer purchased the units for his harvest, is finished using them, now is just trying to force a return issue We will not be providing a refund but are very happy to help out if there is a warranty issue

Again, I am willing to look at the machine under our stated warranty policy.  We will not offer a refund outside of our stated policy.  The claims and accusations are without merit.

We have had exhaustive communication with this individual to no avail.  The misrepresentations are completely unfounded as the visual depiction of the app and description of function is front and center.  His accusations hinge on a single word having been missed in the updating...

of the previous user manual from "adjust" to "monitor".  It was a simple oversight in the editing of the manual and is absolutely not material in the description of function of the unit and app, especially since the entire next page describes the app in detail and exhaustively.  This customer is set on complaining and using the Revdex.com to extort shipping payment for his return which we have no intention of bending to.  We don't pay for customer shipping when they purchase the machine nor when it is returned.  Thank you for your time and attention to this matter.

Complaint: [redacted]
I am rejecting this response because:just about everything stated in their reply is incorrect. First of all they are outright lying about the returned unit, the vacuum pump ran continuously, even after trying the suggested “remedies” on the phone call with Troy. This is why they refunded it. As for being a difficult customer, or aggressive..? I have only been persistent in trying to get what I paid for, but I have been treated with the worse customer service I have ever experienced. I am a certified hardware and software technician, I am very capable of reading and following directions. In every step of our interactions with this company we have been accused of mishandling the devices. This is NOT the case at all. The machines have only been used as directed and yet they have been having issues. As for the company’s assumption about this being a “harvest” scam, that’s just an example of the attitude they have. We purchased these devices for an ongoing business. There is no “harvest” season, we will be using extraction devices all year round. The only reason I am asking for a refund is because these devices are beta quality, too many technical issues for actual consumer use currently. Please read other reviews, customers are experiencing the same types of issues and I am sure some may be a result of improper use, but there are also many that point to defective products. Read the application reviews as well, the iOS application they released does not work at all, I’m willing to bet the reason they haven’t resolved the application issue is because they don’t want people to actually see the temperature fluctuations. Especially the overheating that causes the issue they blame on improper use  
Sincerely,
[redacted]