Hach Company

[redacted] In regards to Complaint ID: [redacted] Dear Madam or Sir,? We have not received a RMA and Call-Tag from Hach Company on UPS shipments [redacted] & [redacted] for items listed in this complaintThe former is scheduled for delivery tomorrow June and the latter on Friday June Both shipments include regulated hazardous substances that require disposal at an approved waste disposal plant (see page 2, item Pof attached product SDS)Hach instructions not to return the product and refusal to address the matter are unacceptable and our receiving desk is planning to refuse delivery of both shipments.Sincerely, [redacted]

[redacted] We apologize for the incorrect shipment, our agent chose the wrong address listed under your account We were able to contact the shipper and got the replacement delivered to your site Thursday we had a person at your site to help get the unit going and at the time they left the replacement was up and running Should you need anything further please feel free to call us

Revdex.com: Mike H [redacted] worked hard to resolve this issue and personally came on site to replace the faulty equipment [redacted] ***

Complaint: [redacted] I am rejecting this response because:? A replacement of the defective NEW product has not arrived.? It was apparently shipped via [redacted] to the wrong place and was refused and shipped back to Colorado.? This is really looking like [redacted] amateur hour Regards, [redacted] ***

[redacted] In Regard to Compliant ID [redacted] on the Hach Autosampler Model The customer called technical support March about an issue they were having with the new product This product is installed in an area not near a phone so we were not able to talk through the questions we would ask on this product so then asked the customer to complete a form which gives us a general idea what the problem is and as such we would then know whether to dispatch a technician or to replace the entire unit The customer had an issue with completing the form so we had someone in the area go to the site to evaluate the product After evaluation, a replacement product was ordered the same day, March At that time we also informed the customer that we would send someone to collect the failed product The manual referred in the complaint contained the form we ask the customer to fill out We will contact the customer directly to clear up any misunderstandings and to see if the replacement has arrived

Complaint: ***
I am rejecting this response because:The issue is resolved and we have the salesman reaching out to the customer. **THE ISSUE HAS NOT BEEN RESOLVEDHACH IS SENDING US HAZARDOUS CHEMICALS AND TELLING US NOT TO RETURN THEMWE SHOULD NOT HAVE TO PAY AN OUTSIDE CONTRACTOR TO DISPOSE OF THE EPA EHS LISTED CHEMICALS.Customer placed the wrong item on an order **THIS HAS BEEN ACKNOWLEDGEDI TRIED TO IMMEDIATELY, WITHIN MINUTES, TO CONTACT HACH TO CHANGE THE ORDER.He called in the next morning so we added the right number on the order but it was too late to back out the wrong item. **THE NEXT MORNING I WAS TOLD TO CALL ONCE I RECEIVED THE MISS-ORDERED PRODUCT TO ORDER THE CORRECT ONEI DID NOT ADD TO THE ORDERI TRIED TO CORRECT THE MISS-ORDERED ITEM.When he didn’t see the credit right away (it takes 24-hours) he continued to call in **I RESPONDED TO EACH EMAIL I RECEIVED FROM THE COMPANY AND TO THE SAME ORDER AND SUPPORT EMAIL ADDRESSESSEE ATTACHED FILE.During the course of days he emailed in times and called once. Unfortunately this added to the confusion as there were separate people working on this order for him due to the volume of contacts from the customer. **AGAIN, I RESPONDED TO EACH EMAIL I RECEIVED FROM THE COMPANY HOPING TO STOP THE MISS-ORDERED PRODUCT FROM BEING DELIVEREDSADLY NONE OF THE SEVEN CS AGENTS COULD MANAGE ITAS I REQUESTED IN MY COMPLAINT, I WOULD LIKE THE BACK-ORDERED ITEMS ON THIS ORDER CANCELLED AND A RMA AND CALL-TAG ISSUED TO PICK UP THE MISS-SHIPPED ITEMS AND A FULL REFUND ISSUEDOUR ACCOUNT SHOULD BE CLOSED AS SOON AS THE REFUND IS POSTED
Regards,
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The issue is resolved and we have the salesman reaching out to the customer. Customer placed the wrong item on an orderHe called in the next morning so we added the right number on the order but it was too late to back out the wrong itemWhen he didn’t see the credit right away (it takes
24-hours) he continued to call in During the course of days he emailed in times and called once. Unfortunately this added to the confusion as there were separate people working on this order for him due to the volume of contacts from the customer.

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In regards to Complaint ID: ***Dear Madam or Sir,I received the correspondence below from Hach Company this morningThey have issued credits piecemeal for the orderWhile that is much appreciated, they still have not issued a RMA and Call-Tag for the reagents containing regulated hazardous substancesThey tell us to dispose or donate themAs per the product’s SDS, the former will require paying a hazardous waste contractor to collect and dispose the items and the latter would require us to find a laboratory needing a cadmium reduction reagents to test nitrate levels with Hach Company methods and kitAs stated in the appendment to the complaint yesterday (see below), we find their stance unacceptable and our receiving desk has been instructed to refuse delivery of both UPS shipments.Sincerely,*** *** ***
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We apologize for the incorrect shipment, our agent chose the wrong address listed under your account.? We were able to contact the shipper and got the replacement delivered to your site.? Thursday we had a person at your site to help get the unit going and at the time they left the replacement was up and running.? Should you need anything further please feel free to call us

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In Regard to Compliant ID *** on the Hach Autosampler Model 950360.? The customer called technical support March
about an issue they were having with the new product.? This product is installed in an area not near a phone so we were not able to talk through the questions we would ask on this product so then asked the customer to complete a form which gives us a general idea what the problem is and as such we would then know whether to dispatch a technician or to replace the entire unit.? The customer had an issue with completing the form so we had someone in the area go to the site to evaluate the product.? After evaluation, a replacement product was ordered the same day, March 19.? At that time we also informed the customer that we would send someone to collect the failed product.? The manual referred in the complaint contained the form we ask the customer to fill out.? We will contact the customer directly to clear up any misunderstandings and to see if the replacement has arrived

Revdex.com:
? ? ? Mike H*** worked hard to resolve this issue and personally came on site to replace the faulty equipment
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Complaint: ***
I am rejecting this response because:? A replacement of the defective NEW product has not arrived.? It was apparently shipped via *** to the wrong place and was refused and shipped back to Colorado.? This is really looking like *** *** amateur hour
Regards,
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In regards to Complaint ID: ***Dear Madam or Sir,? We have not received a RMA and Call-Tag from Hach Company on UPS shipments *** & *** for items listed in this complaintThe former is scheduled for delivery tomorrow June and the latter on Friday June Both shipments include regulated hazardous substances that require disposal at an approved waste disposal plant (see page 2, item Pof attached product SDS)Hach instructions not to return the product and refusal to address the matter are unacceptable and our receiving desk is planning to refuse delivery of both shipments.Sincerely,*** *** *** *** ***
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Complaint: [redacted]
I am rejecting this response because:  A replacement of the defective NEW product has not arrived.  It was apparently shipped via [redacted] to the wrong place and was refused and shipped back to Colorado.  This is really looking like [redacted] amateur hour.
Regards,
[redacted]

[redacted]
In Regard to Compliant ID [redacted] on the Hach Autosampler Model 950360.  The customer called technical support March 19...

about an issue they were having with the new product.  This product is installed in an area not near a phone so we were not able to talk through the normal questions we would ask on this product so then asked the customer to complete a form which gives us a general idea what the problem is and as such we would then know whether to dispatch a technician or to replace the entire unit.  The customer had an issue with completing the form so we had someone in the area go to the site to evaluate the product.  After evaluation, a replacement product was ordered the same day, March 19.  At that time we also informed the customer that we would send someone to collect the failed product.  The manual referred in the complaint contained the form we ask the customer to fill out.  We will contact the customer directly to clear up any misunderstandings and to see if the replacement has arrived.

Revdex.com:
     Mike H[redacted] worked hard to resolve this issue and personally came on site to replace the faulty equipment.
[redacted]

[redacted]
We apologize for the incorrect shipment, our agent chose the wrong address listed under your account.  We were able to contact the shipper and got the replacement delivered to your site.  Thursday we had a person at your site to help get the unit going and at the time they left the replacement was up and running.  Should you need anything further please feel free to call us.