Fuller & Associates

My name is *** ***I was working the counter during the time Ms*** was in our showroomSome of the information provided in her letter is accurateHowever, most of it is notI don't think this should become a "he said she said" or finger pointing instance because that will not
resolve any issues but I will clarify and hope this can be resolvedThat being said here is what has occurred and what was offered as solutions to resolve her issue hereShe arrived early for her appointment and proceeded to describe the problems she had experienced with the remote start on her truckWe were ahead of schedule and began to work on it by trying to first replicate the issues she had describedDuring this period nothing was performing incorrectly so we then examined the installation to see if possibly there were any loose connections etcwhich we did not observe eitherWe performed a factory reset and tested the system again in which no problems foundOf course luck would have it as soon as we returned the vehicle to the customer it failedUnfortunate, but also a good thing so we could observe what part of the system was causing the intermittent failureThe cause was a signal issue in which her remote batteries were very low and she asked they be replacedMy technician also noted the antenna itself not working 100% the way it shouldThe unit Ms*** has is an older model installed prior to The unit has been replaced by the manufacturer and updated like many things are in the electronics world since thenWe did happen to still have an antenna in stock which we offered to replace for her (normally a $part)The warranty as stated in the customer's owner's manual (I have provided a link to a copy http://www.manualslib.com/manual/29672/Code-Alarm-Ca-670.html?page=13) clearly states outside of the first year the customer is responsible for sending the defective part as well as paying a shipping charge, then the part is repaired or replaced at the company's discretion and are not responsible for labor fees involving the parts install or de-installThis did not occur howeverAs an act of sheer concern and value of our customer, even though it is true she created a scene attacking the quality of our product and our shop's service causing other customer's to leave; we not only replaced the part at no charge, refunded her purchase of the batteries (in which she insisted and we consented to allow her to keep them now at no charge also)So when she left the facility she had a fully functioning unit taken care of at no charge to her as well as free replacement parts in advance without the hassle of sending the old ones off, and brand new batteries even in her remoteCall me wrong but I sure think that says we did everything in our power to take care of this customerTo answer the question of if other customer's receive different treatment (have to send parts off themselves as she mentioned) we always give the customer the option to have us do so for a minimal charge in order to cover the shipping as well as the constant follow up we do to ensure their repairs are handled in a speedy manner by the manufacturer, or to do so on their own so that parts are sent directly to them and they aren't dealing with a middle person which I can also understandThe point is we give EVERY customer the option and not just herI am sorry she felt we were doing so to brush her off but that was not the intention and I would think that by going above and beyond the written warranty she has would show her we care about our customer'sI would be glad to provide her with a receipt if she can give me the full name of the person who purchased it for herHowever our records only go back to June and I am near certain this was installed prior to that based on the age of unit but I could be wrongIf I can be any help in any way please feel free to contact me regarding this issue