Factory Authorized Outlet

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 meThis is the same response that they gave me last time; just like they pushed me off when I tried to contact them I know when I bought it I know what is needed You actively chose not to help me when I wanted to buy a power cord Fix it!!!

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12464204, and find that this resolution is satisfactory to meIt was only a week late

Hello,Please note that for this customer transaction, we had originally agreed to refund customer back for half of shipping because Fed Ex confirmed delay was a result of road closures because of Hurricane MatthewFed Ex states clearly in their policy that any delays caused by shipping can not be guaranteed by Fed Ex as these are uncontrollable forcesThis was the case for this shipment, but Maxtool agreed to refund back half in good faithCustomer was unhappy, but after working with him, we agreed to refund back entire shipping amount and refund back the $that was missingThis was already refunded as well on 10/31/and customer should have resolutionPlease advise if there is any other issues with this transaction as I see we have refunded back the amount requestedThank you, [redacted] Max Tool Customer Service Manager***@maxtool.com

I am rejecting this response because: Company took over a week to email the rma, in the meantime their cs rep informed me that I would be liable for the cost of the faulty device if I did not return it promptly, so I did at my expense I expect them to reimburse me the shipping costs as well as the electricians fee I incurred to discovered their device was dangerously miswired

Hello,The notes I see for the transaction state that a case was created for this on 10/stating item was defectiveLater note states a technician was reaching out to you but would still need to assist in troubleshootingI don't see any other notes nor RMA stating labels were sent for returnAre
you able to send any of this to me so I can verify?I will make sure if this was approved for labels, to have them sent, otherwise I would need to make sure this is properly diagnosed by one of our technicians to determine possible resolution. Thank you for your patience and understanding. Regards,*** ***Max Tool Customer Service Manager***

Hello, Customer had filed an Amazon A-Z claim and it was DENIEDFAO is not picking up the unit, Customer's order *** is from 5/22/We do not have any history from you until three months later, on August 1, customer claimed that the unit was defectiveTo satisfy customer FAO sent them a replacement FT1000CC-P at no cost to them and without any need to have the 'defective' unit returnedThe replacement order for the brand new FT1000CC-P shipped under order * *** it shipped via Fed Ex tracking * *** and Delivered Wed 8/10/10:amCustomer has admitted to using these commercially for her events as they mentioned in the first email to us on August 2, 7:AM ' I have an event 8/13/& this needs to to troubleshot right away.' and again on 8/17/2:PM 'I have a carnival 8/20/16' which is resulting to the units becoming 'defective'Per our listing these are NOT for commercial use, they just have the look of oneFAO can not accept this return because it has over exceeded our return polices.This item was returned to us after being used, and our tech department confirmed this wasn't defective and still replaced minor parts for customer to have a working unit under our Manufacturer's warrantyWe have stood by our product, but are unable to refund the transaction because it was used for commercial use which we state is not intended to be commercial, this was returned significantly passed our days warranty to return item for a refund, and finally because customer also returned this item completely painted a different color so item had been tampered with. Regardless, we have agreed to stand by our unit and offered customer a replacement which hasn't been picked upTherefore, please note the below conversation note by our returns department:Customer no longer wants her repaired unit, per her contract with ***, and wants a refundIt is well past the maximum of ninety (90) days that we can process a refund, so Roxanne suggested processing a store credit, less 15% re-stocking fee ($40.50) and freight ($36.82) for a total store credit of $216.97.We can still honor this exchange as per our Manufacturer warranty, but we are unable to provide a refund for the order. Thank you,*** ***Max Tool Customer Service Manager***

Hello,The customer was refunded the entire freight on 9/18/2017. Please advise if customer wants something else. Regards,*** ***Max Tool Customer Service Manager***

Hello,Thank you for sending me thatThat appears to be a authorization slip from Amazon authorizing a return but these aren't return labelsWe would send you Fedex labels if a return was authorized from a technicianYou say UPS labels were sent, do you have those by any chance?If you don't please advise so I can immediately have a technician call you to get proper diagnosis and assist with resolution. Thank you for your patience and understanding. Regards,*** ***Max Tool Customer Service Manager***

Hello,This Customer had filed an Amazon A-Z claim and it was DENIEDCustomer's order *** is from 5/22/We do not have any history from you until three months later, on August 1, customer claimed that the unit was defectiveTo satisfy customer FAO sent them a replacement
FT1000CC-P at no cost to them and without any need to have the 'defective' unit returnedThe replacement order for the brand new FT1000CC-P shipped under order * *** it shipped via Fed Ex tracking * *** and Delivered Wed 8/10/10:amCustomer has admitted to using these commercially for her events as they mentioned in the first email to us on August 2, 7:AM ' I have an event 8/13/& this needs to to troubleshot right away.' and again on 8/17/2:PM 'I have a carnival 8/20/16' which is resulting to the units becoming 'defective'Per our listing these are NOT for commercial use, they just have the look of oneFAO can not accept this return because it has over exceeded our return polices.We had unit repaired and ready for customer pickup but it has been refused by the customerAt this point, our returns department had the order processed as a store credit which customer can useWe unfortunately are unable to refund because of the previous notes. Please advise if you have any further questions or concerns. Regards, ***

I am rejecting this response because:
FAO has nothing I want, the cotton candy machine I purchased for personal use was/is defectiveThis disreputable company knows that I'm a person & not a commercial business! I sent the email below when they initially tried to use the "commercial use" lie not to help me!

Regarding the order for Mr*** ***, we have an order for him for a purifier from and no other attempts shown by customer to get assistance for any purchase of parts or warranty work done of the itemThese items carry a year parts warranty and after that, we are able to
provide the parts for purchase I will attach the original transaction receipt for this customerPlease advise if there is anything else I could do Regards, *** *** Factory Authorized Outlet

Hello,The email attached shows how when case was started for diagnosis we did get mentioned that this was needed for events and thus all this information was submitted with the Amazon claim that dictated to us that we had to assist you with getting a replacement which we have offeredThey advised us we can't refund as the claim was denied but we are still to assist customer with the item ordered. We have offered to stand by that original offer. I apologize this doesn't meet the exact needs of the customer, but we are being fair in offering resolution based on the entire facts of the case. Regards,*** ***Max Tool Customer Service Manager***

I am rejecting this response because:
Factory Authorized ignored all my initial attempts to troubleshoot the original shoddy Cotton Candy machineAlthough the machine is under warranty they refused to directly help meThey only sent a replacement after Amazon managers stepped inUnfortunately the replacement was also defectiveInitially the Factory Authorized manager ***/*** both said they would send a return labelOnly to go back on there word later and refuse to send a return labelThe company then told myself and the Amazon manager that they would return and refund the defective machine if I delivered it at my ON cost (I emailed that correspondence). I returned the defective machine at my own cost and Factory Authorized still refused to honor there word and refund meThis company is disreputable and can't be trustedThey will not even honor there warrantyAmazon removed this product from there website with Factory Authorized after all the run around they gave me. I only want what they promised a refund and to never deal with them againThey can't be trusted Thanks, *** ***

Hello, in response to this complaint, I located the customer as one purchased in 2013 and no other contact shows made with our company regarding any parts or issues with the unit. Seeing as this is a power cord, we would be able to assist the customer if he needed to purchase the part, but this unit is no longer in warranty where we would be able to send one just out. Please advise and thank you for all the assistance. Regards,[redacted]Max Tool Customer Service[redacted][email protected]

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. This is the same response that they gave me last time; just like they pushed me off when I tried to contact them.  I know when I bought it.  I know what is needed.  You actively chose not to help me when I wanted to buy a power cord.  Fix it!!!

Initial Business Response /* (1000, 11, 2016/04/25) */
On 3/21/16, a support case was started SCXXXXX stating wrong item sent to him. We did receive proof of this and immediately on 3/22/16 was sent return labels by our Claims department. It was then refunded after being checked in by my returns...

department on 3/26/16 per customer's request.
This was refunded because the item customer was looking for is not one that we sell. It is a different model that which is what was sent to him. We understand the issue and thus, we made sure took care of the situation timely and he was refunded immediately upon return. The problem wasn't the difference on the item, but more so availability of it.
Customer was refunded on 3/26/16. Please advise if you need any further information regarding the case.
Thanks again for your patience and cooperation.
Initial Consumer Rebuttal /* (3000, 13, 2016/04/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is a lie they do sell the item it was listed online and I purchased it, they offered to send me the one I ordered if I paid more money then what they had advertised, so by saying the item customer was looking for is not one that we sell this is a LIE they do sell that item, they just wanted me to pay $20 more than what they had it advertised for THEY ARE Liars Cheats & CROOKS
Final Business Response /* (4000, 17, 2016/05/13) */
We took care of this for customer due to a listing error on a 3rd party marketplace listing done on Walmart.com. As the original vendor we agree with their mistake and agreed to cover any original and return shipping in order to refund the customer as a result of the mistake. This item however, Barksa sells, but we don't list and its separate SKU with separate cost altogether. I am unable to send this item. Once again, customer already refunded in full without any fees deducted.
Final Consumer Response /* (4200, 19, 2016/05/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes I did receive a refund, but why aren't companies held responsible for the ads they place online, yes I was refunded my original purchase price I also got the honor of going through days of aggravation only to get to repackage the item and print a shipping label and then contacting the shipper and waiting on them to pick it up, and what did I get for my trouble, I got my money back, and for them to say they don't sell the item is an outright lie they offered me one for an extra $20 over what their AD stated and then to act as if they were doing me a favor by letting me print a return label and Not charging me a restocking, how is this a favor. In the opinion of consumers you should Sell the item in your Ad for the Price stated in your Ad, why send someone something they didn't order, your own invoice stated that I ordered an AX-400 and still you sent me an AX-300 THIS IS JUST BAD BUSINESS PRACTICES all this over less than $20 by all rights you should have paid me for returning to you an item I didn't order, people in your Shipping Dept. don't work for Free, To be Honorable you should have just sent the ITEM I ORDERED !

Hello,This transaction was shipped to the address provided by Paypal as the customer's confirmed address with them. Paypal addresses when sent in by Paypal must be fulfilled to the address provided and we are not allowed to ever edit an address from Paypal according to their chargeback policy....

Customer had called and I explained we are able to refund back the restocking fee of $39.80 which has since been refunded, however, freight was deducted since the address we shipped to was the one provided by the customer to Paypal. Currently, there is a case open with Paypal disputing the remaining balance. Once that is completed, customer may be refunded remaining freight charge but that may only be possible once the Paypal dispute is completed and they have dictated resolution. Once again, we have already refunded restock for customer of $39.80.Regards,[redacted]Max Tool Customer Service Manager[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.Thanks for your help.

Initial Business Response /* (1000, 10, 2016/05/12) */
The customer was refunded the full amount of $168 on 4/22. The issue was resolved.
Initial Consumer Rebuttal /* (2000, 12, 2016/05/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
At this time it appears the...

dispute has been resolved, although I do not have written verification from my Visa account that the company has reduced the price due to the damaged condition of the product.
I appreciate the Revdex.com's help in trying to resolve this matter. Thank you!

Hello,Left customer voicemail and also emailed him my information to determine if I can assist him with resolution. Thank you,[redacted]Max Tool Customer Service Manager[redacted]