Haskins & Associates PC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have  determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

Dear Revdex.com,   Thank you for contacting us.  I apologize for the delay in my reply.  This time of year, I spend almost every waking hour of every day, supporting my customers.  I have only now been able to make time to reply to your inquiry.   This customer is incorrect and...

unreasonable.  Here is what has happened, from our side.   This customer ordered a remote engine starter from us, via eBay.  He installed it himself, and had quite a lot of trouble with that.  I believe that the project was above his technical skill level.  We have attempted to help him through his installation issues many times.  I have attached a printout of the screenshot of most of the email communication to and from this customer.  We tried to help him in good faith.  His ability to explain his issues in a fashion that we were able to understand, left a lot to be desired.  I suspect that English is not his first language, as he is very difficult for us to understand.  In order to help him, we have to ask him a lot of questions.  But his answers to those questions were often borderline gibberish, and did not give us sufficient information to allow us to help him.   As we were apparently not able to help him resolve his issues, he did contact the manufacturer of the device.  They provide excellent tech support for their products.  In the end, it was determined that this customer improperly connected this unit, and destroyed it.  Improper installation voids any product warranty, and is the responsibility of the customer, of course.  In spite of that, we honored his warranty, and replaced this unit for him. I sent him a brand new unit, to replace the burned up unit that he sent to us. His response to this, was to accuse me of sending him a used unit.  I assured him that I sent him a brand new unit.  He then accused me of lying to him.  At that point, I was left with very few options.   First, I have no used items here to send anyone.  I opened a brand new unit, programmed it for his vehicle, cut the wire loop to set it for a vehicle with automatic transmission, and sent it to him.  The only use the item has ever seen was from the box, to my hand, to the programmer, to the shipping package, and to the customer. Second, I did not appreciate his accusation, or his attitude with me.  Due to this, and his unwarranted complaint to the Revdex.com, I am no longer willing to help this individual.  He bought a high-tech electronic device, and he is not able to comprehend how to use it properly.  I offered him several chances to return it to us for a refund.  He refused.  I am not sure what else there is that I can do for him.  He now owns this item, for better or worse, and I hope he is able to use it, as it is intended to be used.   I am not sure how intervention by the Revdex.com is intended to help.  I have been operating this company since 2005, and have never had to deal with a customer as unreasonable as this individual is.  I help all of my customers to the best of my ability.  I do not operate under strict corporate policies.  I apply common sense to every situation that I encounter, and I often take a loss on a transaction, in order to help a customer.  However, at this time, I will no longer support this individual, due to his accusations, and his untrue statements.   Thank you for your interest.   Scott H[redacted]     President - AEI