Fluidity Plumbing Inc

Hi *** *** placed this order back in JanuaryThe industry norm is days for returnsWe are well past this time frameI am not without sympathy for our customer but we simply don't have a leg to stand on with our supplier to obtain a returnNone the less I will see
what if anything they are willing to do here. Jonmathan

To our consumer and ***,I made contact with our customer today, as we just re-opened from the Return of Religious HolidayOur phone lines have been down since last Wednesday, and only up until now at 3:pm eastern time have we re-gained a dial tone where our customers can call in but we can not
call out.I called our buyer on my cell phone to explain A Matter of Fax can not make calls to the customers yet because the server is still downI spoke to a nice woman who like any other consumer would panic at the thought of buying something and not getting through to the company at all.I am checking with ***, the sales manager to make sure the customers item has been received from XEROX direct here in our NJ warehouse, and I will get back to customer with an answer , I'm hoping before pm eastern todayOnce we get this squared away and tracking is available I hope we can put this case to a close and mark it resolved.Again we apologize for not being able to make contact by company phone#, we are very well still in business just trying to take care of business now with these phones!Thank You

Hello ***,We do not see this item being sold with a year warrantyNone the less we will accept Mr*** at his wordWe will take the unit back and have it repaired and returnedIf it is boxed up he can simply return it to usWe require a detailed description of the issues along with a
label for return shippingWe do not cover the cost of shipping in any circumstanceWe are also prepared to offer Mr*** a partial credit if he finds the parts on the unit of value as another optionWe leave it up to Mr*** to decide.Have a great holiday weekend, Sincerely***

I am rejecting this response because:
I received your instructions but cannot log inI requested a new login password from the CRM website but didn't receive it My email address that you have on file (that I used to buy the items) is *** I've searched every folder and never received the RMA instructions nor the password reset to this email address If you'd be kind enough to assist with that, I will handle immediately.Thank you

I mentioned previously we have no record of any call made to us for supportThe rating posted is the first we heard of the issue- I also called this customer twice to reassure her that we would provide the creditWe feel the rating posted is quite unfair and undeservedPlease remove the rating and let me knowYou will have the credit within hours. You can reach me direct at *** * ***JonathanPublished Friday, July 28, 2017Dishonest, terrible companyWhat a terrible companyI ordered a surge protector for $with free shippingImagine my surprise when I checked my credit card statement, and was charged over $80! When I called them, they told me that the extra charge was for shippingI pointed out that it clearly says the item ships for free on their website, and they directed me to another number to receive a "partial shipping refund." I have called this number multiple times and left messages, but cannot get a real person on the phone or a anyone to call me backThey did not send me a receipt for my purchase with the dollar amount, via email or in the shipmentI also never received shipping confirmation for the item, and had to call to confirm that it was shipped in the first place.I will NEVER order from this company again, and have contacted my credit card company to dispute this overchargeI should have read reviews before ordering, because apparently this happened to a lot of people who purchased from them

***I never heard back from this customerSo I am closing this case on my endPlease alert me if you hear from the customer, ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
I am responding to the email I received this morning regarding
complaint # ***, it indicated that our complaint had been closed. We request that the complaint not be closed, the reason we have not accepted or rejected the company’s respond is, last week we did received a part replacement but no confirmation when repair will take place. This has been on going for 30+ days with little to no follow up by A Matter of Fax. Because of the delay in honoring our warranty *** was forced to purchase a new copier ($3,+) to keep our business running properly. Please do not close the complaint as satisfied…I will continue to update you as progress is made but as far as *** is concerned the damage is done. We paid for something we did not receive and A Matter of Fax has not honored our warranty we purchased as of June 8, 2015.Thank you,

Happy New Year We don't appreciate the bate and switch accusationAllow me to review the facts.We generally ship orders within business hoursThis order was placed at 8:42PM on the 28th of DecemberCounting from Thursday the 29th till January the 5th when we followed up with *** ***
was a total of business days.The model ordered was a discontinued modelDiscontinued models is a great part of the business we doAs there are many customers who for a variety of reasons wish to stay with the same model.In this case we were out of stockWe sought one for this order elsewhere and as such held the order one day longer than our usual.Some customers have longer horizons than othersSome can wait for the item some cannotWe see it as good customer service to make the customer aware of such a situation.At this time the customer can choose to cancel the order, to wait for the item, or consider an alternate.*** *** was given these choices*** *** elected to go with a newer version of this item.*** *** made contact with Barbara is our customer service groupHe complained of the price difference between what we charged him and what the item was available for from *** *** was upset that he could have saved money purchasing the item from ***Barbara, explained to the customer he may return the item but he would need to bare the cost of the return shipping and the restocking cost.*** can sometimes offer an item at a lower cost than our distributor charges us. For returns our distributor has a 15% restock feeWe add just a minimal 2.9% to that.We also have shipping costs to the customer and back to the distributor. This is not a cost we should have to bare when we have done nothing wrong. Considering the cost involved in returning the printer Barbara offered *** *** a partial credit to avoid these costsThis would have made it a wash.*** *** said he would consider the offer and get back to us, but never heard back We don't feel we have done anything wrong or improper quite the contrary. We offered *** *** all options when the item he initially ordered was out of stock. The product chosen is an apropriate and good quality alternative.We don't have a price match policy and cannot match a price that would put us under our cost. When *** *** wanted to return the item we once again did what we belive to be both fair and creative in attempting to satisfy *** ***.Our offer still stands

We have been notified about this matter. *** has spoken with the customer and is in the process of procuring the needed part for the copier in question

Mr***, First I want to apologizeIt seems we were let down on the supply side for the item you orderedThis was further aggravated by the ball being dropped not by one of our reps but by twoI have no good defenseI am simply terribly sorry for our performanceAs for the employees in
question one is now no longer with the company the other will be let go in the coming weekWhat you experienced in simply inexcusableI leave it up to you to tell me how we can make this right for youI will en-devour to do what ever I can to make this right by youPlease allow us the opportunity. JonathanGM###-###-####

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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
However, in regards to the business saying that they never heard from me, that is incorrectI called their main help line and was told I would need to call another number for the shipping refundThe number was *** *** *** I would like a refund for my shipping AND the original purchase receipt emailed to me, and I will take this review down.
Regards,
*** ***

Clearly this is not our finest moment or should I say moments.The market for these lamps has been swamped by ultra low cost Chinese manufactured productWe don't manufacture the lampsHowever we are responsible for processing an exchange in an efficient mannerFrom your description this did not
happenFinally the credit not being properly applied suspect is the result of a new rep we've added to our team ironically to provide better serviceIn short I am very sorry for a poor experience on more than one countI in your shoes would also be quite frustrated and upset.I have forwarded your information to Barbara in our CS department for follow upI don't have your invoice number in this complaint but I'm sure we'll locate it.Should you wish to reach me direct for any reason you can do so at *** * ***GM

I am sorry to hear our long time customer is having an issue. I have put out a call and waiting for his response. I am hopeful we will be able to resolve the issue. Jonathan

Dear [redacted], Our client states we were prepared to take the unit back for warranty repair. Our client further states we obliged the customer's request for a part to be sent for a quicker fix. The client elected to purchase the part at retail without our authorization. We offered to pay the cost we would have paid for the part.This unit was purchased in October of 15. The client next made contact with us in mid May. We still have no proof this unit carried a one year warranty but we wanted to please the client and so we extended ourselves. In fact we did so repeatedly.No retailer would take a unit back for credit past 30 days. It is unfair to expect us to take the unit back for a refund nine months after the purchase even if there were a one year warranty in effect.   The client sought repair under warranty. We are prepared to honor that request.

Hello,As we are very sorry to hear about your discomfort and un-satisfaction of your original purchase on Invoice [redacted], per a Conversation with Jonathan and the customer, this case was resolved by issuing a refund for the original defective merchandise and a replacement has been shipped out on...

Invoice 654018.Invoice [redacted] was refunded today and on 04/30/2015 a replacement order was made and shipped.Please confirm receipt of merchandise within the next few business days and help us close and resolve this case with Revdex.com as it was unfortunate to have received the merchandise in the condition mentioned and we have taken the necessary measures to provide you with complete customer satisfaction.Thank You[redacted]Customer Service Mgr.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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]

Complaint: [redacted]
I am rejecting this response because:When the problem began and they got info about problem Ken diagnosed and said we would have to send the machine back for repair. I advised that we needed a faster fix and said if they would send the part, we would install. Because they continued to stall, I purchased the part. I have already put a $227.00 formatter board in the machine because [redacted] said they could not find that part. After sending her a copy of the invoice they tried to negotiate a partial payment. (Now they want to claim no warranty!) It was while I was trying to get payment for that part that the machine had another failure. I have no desire to put more money into this machine. If I have to eat shipping it back to them so be it. But I do not want the machine back. I would like a refund of the purchase price.
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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]

Hello, The item has been discontinued by the manufacturer. Our sales rep, Kenny, offered the customer what was available, which might be a refurbished unit if it's available. This is us trying to do our best given the situation. The availability stamp should be changed. We'll ask one of...

our developers to have the availability stamp changed.