HeatPressNation.com

Revdex.com: HeatPressNation took care of this the situation and I am satisfied with their arrangements Regards, [redacted] ***

Hello Revdex.com and ***,Thank you for working with us in resolving the issue with your product.The warranty provided for this unit is a year warranty, with all parts and service costs covered in full, shipping costs are not covered by warrantyThis is published and agreed at the time of purchase.However, we certainly understand that there are circumstances that when given the opportunity, allow us to go above and beyond the published policyAt the time of ***'s call, he did express his urgency in the situationIn light of this, we provided him multiple options, in having the unit shipped back for a full refund less shipping costs, to be provided a same in kind exchange or upgrade depending on his needs or purchasing a replacement heat press at a discount, while his heat press is sent back and serviced under warranty[redacted] did choose to purchase a discounted heat press while sending his unit back for repairWe provided further service by sending him an empty box with shipping costs incurred by us [redacted] paid for a prepaid shipping label to have the warranty heat press returned back to our location (he had thrown away the original shipping box required to ship the unit back safely)We also provided him service beyond our warranty policy, by offering to pay for the shipping of the unit back to his location after service.***'s discounted unit along with the empty shipping box was shipped the same day as these items were discussed(September 1st) via Fedex tracking # [redacted] These packages are scheduled to be delivered on Tuesday, September 8thUpon receipt of his warranty machine, our technician will be completing a full diagnostic to determine the cause of the issue and resolve at that time.We do hope that this resolution is satisfactory to the customer, as it was designed to go above and beyond to create as excellent an experience as possible when these types of unfortunate issues occur.If you have any questions of us, please do let me know.Thank you, [redacted] ***

Hi ***, Our customer [redacted] ***, has requested to close this case as it has been resolved He has stated that he was trying to log into his account to make these changes but apparently, he is not able to I did speak to you on the phone the other day regarding this asking for your advice on what we can do to proceed At this point, can you please email or call the customer to close this case? If there is any questions I can answer for you, please call [redacted] Thank you, [redacted]

Hello,Customer has been contacted regarding the issues with her machine It seems there was a disconnect between what we provide under warranty and what we could do We will provide customer a brand new silicon pad which is expected to fix the heat press machines issue Customer was not informed from the original time of purchase that a base wrap protector is usually highly recommended for purchase so that the silicon pad does not deteriorate in quality Although this part is not covered since it is a consumable product, we will still provide it to the customer for free.Thank you, [redacted]

Hello ***,
Thank you for contacting us about thisPlease let me apologize for the
trouble you've had with your orderThis has been a very busy season for
us with fall sports in full swing and Christmas preparations right
around the cornerWe did not intend to misinform you in
any wayWe do
try our best to mark items on backorder on our website prior to it being
ordered by a customer to prevent issues like thisIt does look like in
this case that we failed in the respect
We do understand that this may strain our business customersWe do not
currently have your ordered products in stockHowever, they are
returning back to stock approximately mid to late next weekIt will
take 3-days to reach your location once they are shippedIf you do
decide to keep your order, we are happy to provide a 10% discount in the
form of a refund back to you as a courtesy for this inconvenience
Please do let us know if you need to cancel your order as well, we are happy to accommodate in this way if needed
Thank you,
***
(800)215-x ***

Hello Revdex.com and ***,Thank you for working with us in resolving the issue with your product.The warranty provided for this unit is a year warranty, with all parts and service costs covered in full, shipping costs are not covered by warrantyThis is published and agreed at the time of
purchase.However, we certainly understand that there are circumstances that when given the opportunity, allow us to go above and beyond the published policyAt the time of ***'s call, he did express his urgency in the situationIn light of this, we provided him multiple options, in having the unit shipped back for a full refund less shipping costs, to be provided a same in kind exchange or upgrade depending on his needs or purchasing a replacement heat press at a discount, while his heat press is sent back and serviced under warranty.*** did choose to purchase a discounted heat press while sending his unit back for repairWe provided further service by sending him an empty box with shipping costs incurred by us*** paid for a prepaid shipping label to have the warranty heat press returned back to our location (he had thrown away the original shipping box required to ship the unit back safely)We also provided him service beyond our warranty policy, by offering to pay for the shipping of the unit back to his location after service.***'s discounted unit along with the empty shipping box was shipped the same day as these items were discussed(September 1st) via Fedex tracking #***These packages are scheduled to be delivered on Tuesday, September 8thUpon receipt of his warranty machine, our technician will be completing a full diagnostic to determine the cause of the issue and resolve at that time.We do hope that this resolution is satisfactory to the customer, as it was designed to go above and beyond to create as excellent an experience as possible when these types of unfortunate issues occur.If you have any questions of us, please do let me know.Thank you,*** ***

Hi [redacted],
 
Our customer [redacted], has requested to close this case as it has been resolved.  He has stated that he was trying to log into his account to make these changes but apparently, he is not able to.  I did speak to you on the phone the other day...

regarding this asking for your advice on what we can do to proceed.  At this point, can you please email or call the customer to close this case?  If there is any questions I can answer for you, please call [redacted]
 
Thank you,
[redacted]

Hello Revdex.com and [redacted],
34, 34); font-family: arial, sans-serif; font-size: small;">Thank you for working with us in resolving the issue with your product.
The warranty provided for this unit is a 1 year warranty, with all parts and service costs covered in full, shipping costs are not covered by warranty. This is published and agreed at the time of purchase.
However, we certainly understand that there are circumstances that when given the opportunity, allow us to go above and beyond the published policy. At the time of [redacted]'s call, he did express his urgency in the situation. In light of this, we provided him multiple options, in having the unit shipped back for a full refund less shipping costs, to be provided a same in kind exchange or upgrade depending on his needs or purchasing a replacement heat press at a discount, while his heat press is sent back and serviced under warranty.
[redacted] did choose to purchase a discounted heat press while sending his unit back for repair. We provided further service by sending him an empty box with shipping costs incurred by us. [redacted] paid for a prepaid shipping label to have the warranty heat press returned back to our location (he had thrown away the original shipping box required to ship the unit back safely). We also provided him service beyond our warranty policy, by offering to pay for the shipping of the unit back to his location after service.
[redacted]'s discounted unit along with the empty shipping box was shipped the same day as these items were discussed(September 1st) via Fedex tracking #[redacted]. These packages are scheduled to be delivered on Tuesday, September 8th. Upon receipt of his warranty machine, our technician will be completing a full diagnostic to determine the cause of the issue and resolve at that time.
We do hope that this resolution is satisfactory to the customer, as it was designed to go above and beyond to create as excellent an experience as possible when these types of unfortunate issues occur.
If you have any questions of us, please do let me know.
Thank you,
[redacted]

Hello [redacted],
 
The customer has been contacted by phone regarding this issue.  It seems there was a misunderstanding in the credit card process transaction at the time.  The customer had tried to process an order with us himself and with the first attempt, the card...

was declined due to an incorrectly entered billing address.  He did try once more and the second transaction processed through just fine after he had corrected the billing address.  Typically in these cases, the funds from his bank are pulled out and our bank declines the transaction due to the fact that the billing address information was incorrect.  When this happens, the funds are up in limbo and do not get credited back into his account until his own bank settles that amount.  To the banks own system, it does look like we charged him twice because the funds were deducted out of the account for both transaction but we had only accepted the approved transaction.
 
The other issue he is addressing is that we had a billing address and shipping address discrepancy on his order.  Our credit card company does ask that all orders do ship to the billing address as we have ran into multiple fraudulent cases.  The customer did note that the product could not be shipped to the billing address so in this case, we did ask the customers if he is willing to complete a credit card authorization form along with a copy of his credit (last 4 numbers).  Another way we can correct this is the customer can leave a note with their bank leaving the shipping address they entered as a confirmed shipping address.
 
The customer was informed that the funds should be reflecting back towards his account.  Also, a refund of the completed transaction has been submitted as customer did contact us for a cancellation of his order.  Please find all documents attached.
 
When I spoken to the customer yesterday, he did state that he will be cancelling this complaint he made through the Revdex.com.  I am responding to this case as I believe it is required.  Please let me know if there is anything else I may answer.
 
Thank you,
 
[redacted]

Revdex.com San Diego: [ Complaint ID [redacted] ]I was contacted by the company on 6/9/2015 via telephone, I spoke briefly with [redacted], Customer Service Manager with HeatPressNation.com. As [redacted] stated, in his message we touched base about issues concerning my non-operable Heat Press. I reinformed him of all the issues I've had with my press (past/current). In his message to you, he mentioned "it seems there was a disconnect between what we provide under warranty and what we could do". We never talked about the Warranty however, I did mention to [redacted] that I called their company once and was told in order for their techs to try and figure out what's wrong with my press it would cost around $200.00 to ship it back. I obviously declined that offer because I felt it would be a waste of $200 when the press was $500+ to began with. This is as far as our conversation went in regards to the warranty. I'm very aware of the warranty and what is covered -  I still have all of my documents this is why in my initial complaint to Revdex.com I felt as though my complaint would probably fall on deaf ears. After updating [redacted] on my Heat Press/issues he offered to replace my silicon pad with a new one and also mentioned purchasing a base wrap protector if the new silicon pad fixes my issue. I then told [redacted], if you were to take a look at my silicon pad it would appear brand new because I've never been able to use my press. I made a point to tell him that my pad was not old/deteriorating...it's practically brand new. So, when this was mentioned to me (replacing my silicon pad) I wasn't ecstatic about the offer but, he's the professional if this is something he feels will make a difference - I guess at this point have nothing else to do, but go along with it. A couple of times during the conversation he mentioned, "I need you to work with me" and I wasn't sure why this was being stated in the first place...because I was calm during our entire conversation. I feel as though I have a faulty Heat Press (the same as the first press I received) and at this point there is really nothing I can do about it. [redacted] then asked if I were using the recommended press papers with my machine and I confirmed I was, he then offered to send a sample pack as well. The only reason I'm not closing this case is because I'm not sure if
this issue is resolved as I have not received the new silicon pad. As stated in my opening message to Revdex.com, this company has immaculate customer service (rather it is
helpful or not), however their equipment does not match the same level
of service. Maybe the silicon pad will make a difference and maybe it won't. I just want to be able to provide future buyers with my point of view. Make sure you do your due diligence and research companies/reviews before making big purchases. I'm a Small Business Owner so investing $500 into equipment is a big deal for me. Sadly, for an entire year I've had to put my business goals on hold because of this inoperable Heat Press and now I'm extremely leary of investing into another press because of my initial experience.
Regards,
[redacted]

Revdex.com:
HeatPressNation took care of this the situation and I am satisfied with their arrangements.. 
Regards,
[redacted]

Hello [redacted],
 
I'd like to first apologize about the inconvenience this whole situation may have caused you.  I am the Supervisor here for the Customer Service floor and I do recognize this situation you have had with your missing package.  To give you a little bit...

of an idea, we are an eCommerce business and we have ran into multiple situations like these.  To be frank, it is not a very easy situation to resolve as with lost packages, you're really tugging on both ends of the stick.  In the event that a package is lost, it is our main priority to investigate the situation and file a claim with our shippers, in this case FedEx.  To be clear with the situation, it does show in my records that a tracking number for your order was sent directly to your email on the day it was shipped.  The tracking information does confirm that your package was delivered to you on Saturday 3/01/14 and it looks like you have notified us on Sunday 3/02/14 about the missing package.  This is the reason why we immediately took action and filed a Lost Claim with FedEx on your behalf.  When a Lost Claim is filed with FedEx, they will do an investigation with the driver to determine whether your package was misplaced, lost, or stolen.  At this point, we do not have any control of your order until FedEx is able to provide solid evidence for your case.  As you can image, it is very difficult for our company to make an affirmative decision on a case like this if logistically, our operations of shipment were followed through correctly.  I really do apologize about the long wait with your order but it really is difficult us to imagine that a 29" x 18" x 18" box that weighs 65lbs was stolen out of your front doorsteps.  I'm not quite sure how you perceived us to have hung up on you but I was next to the representative that spoke to you at the time and we definitely did not, nor will we have ever hung up on any of our customers.  If this is logistically how we ran our business, you can imagine how many complaints we would have received.  Please allow us to do another investigation with this package and within a few days, we should be able to get a final answer from FedEx.  You may give us a call to follow up with this in the meantime so that we can provide you our decision for your Lost Package.  You can always reach us at ###-###-#### and if you would like to speak to me directly, my extension here is 111.
 
Best Regards,
[redacted]

Hello Revdex.com and [redacted],Thank you for working with us in resolving the issue with your product.The warranty provided for this unit is a 1 year warranty, with all parts and service costs covered in full, shipping costs are not covered by warranty. This is published and agreed at the time of...

purchase.However, we certainly understand that there are circumstances that when given the opportunity, allow us to go above and beyond the published policy. At the time of [redacted]'s call, he did express his urgency in the situation. In light of this, we provided him multiple options, in having the unit shipped back for a full refund less shipping costs, to be provided a same in kind exchange or upgrade depending on his needs or purchasing a replacement heat press at a discount, while his heat press is sent back and serviced under warranty.[redacted] did choose to purchase a discounted heat press while sending his unit back for repair. We provided further service by sending him an empty box with shipping costs incurred by us. [redacted] paid for a prepaid shipping label to have the warranty heat press returned back to our location (he had thrown away the original shipping box required to ship the unit back safely). We also provided him service beyond our warranty policy, by offering to pay for the shipping of the unit back to his location after service.[redacted]'s discounted unit along with the empty shipping box was shipped the same day as these items were discussed(September 1st) via Fedex tracking #[redacted]. These packages are scheduled to be delivered on Tuesday, September 8th. Upon receipt of his warranty machine, our technician will be completing a full diagnostic to determine the cause of the issue and resolve at that time.We do hope that this resolution is satisfactory to the customer, as it was designed to go above and beyond to create as excellent an experience as possible when these types of unfortunate issues occur.If you have any questions of us, please do let me know.Thank you,[redacted]

Hello,Customer has been contacted regarding the issues with her machine.  It seems there was a disconnect between what we provide under warranty and what we could do.  We will provide customer a brand new silicon pad which is expected to fix the heat press machines issue.  Customer...

was not informed from the original time of purchase that a base wrap protector is usually highly recommended for purchase so that the silicon pad does not deteriorate in quality.  Although this part is not covered since it is a consumable product, we will still provide it to the customer for free.Thank you,[redacted]

Hello,
Customer has been contacted regarding the issues with her machine.  It seems there was a disconnect between what we provide under warranty and what we could do.  We will provide customer a brand new silicon pad which is expected to fix the heat press machines issue....

 Customer was not informed from the original time of purchase that a base wrap protector is usually highly recommended for purchase so that the silicon pad does not deteriorate in quality.  Although this part is not covered since it is a consumable product, we will still provide it to the customer for free.
Thank you,
[redacted]

Review: I ordered a heat press machine from them and I never got it. They claim that I am responsible for shipping because once it leave their hands they are not responsible for it anymore. I don't see how when they hired the shipper and did not insure their packages. I am out $400 and they don't even care. they hung up on me and y husband, lied and said they filed a claim with the shipper but don't have a claim number, or maybe he was just being a jerk and didn't want to give it to me. we work hard for our money and people like heat press nation takes it and laughs in your face. BAD BUSINESS!!!!!!!!!!!!!Desired Settlement: HEAT PRESS NATION NEEDS TO EITHER GIVE ME WHAT I PAID FOR OR GIVE ME MY MONEY BACK SIMPLE AS THAT. IM NOT ASKING FOR MUCH JUST WHAT I PAID FOR YOU KNOW. BE BETTER BUSINESS OWNERS AND TAKE CARE OF YOU CUSTOMERS.

Business

Response:

Hello [redacted],

Review: On January 22nd, 2015 we purchased a HPN-1515A Signature Series heat press for over $600. This heat press stopped working on 8-24-15, we contacted Heat Press Nation and were told that even though this equipment is under warranty we would have to be shipped a new shipping box at our cost, then ship the product back to Heat press nation at our cost, wait 5 to 10 business days and have the heat press shipped back to me at my cost. Resulting in hundreds of dollars of shipping expenses, and thousands of dollars in lost revenue for my business due to the loss of this vital piece of manufacturing equipment. We attempted to have Heat press nation ship us replacement parts to so we could do the repair ourselves, we received the replacement parts on 8-28-15, they were installed on 8-29-15, the machine operated normally on 8-30-15 then failed again on 9-1-15. We contacted Heat press nation on 9/1/15 and they refuse to make acceptable accommodations for a replacement of this failed equipment.Desired Settlement: We would like an advanced replacement product equal or better that what we have currently.

Business

Response:

Hello Revdex.com and [redacted],

Review: I tried to buy a plotter online and they called me regarding the purchase and told me because my shipping address is different from my billing address that I would need to fill out paperwork and send them a copy of my credit card. I told them to cancel the order. they reversed the charges then two days later I checked my account online and they had charged me again. I had to cancel my card and file a claim.Desired Settlement: The bank will take care of my reimbursement. I strongly feel they should not be accredited by the Revdex.com and that who ever is responsible did it should at least be reprimanded or fired.

Business

Response:

Hello [redacted],

Review: THEY WILL NOT HONOR A PRICE THAT'S SET ON THEY'RE WEBSITE http://www.heatpressnation.com

I BROWSING TO SHOP WAS ON THEY'RE WEBSITE AND THEY OFFERED Epson WorkForce 7010 Complete Sublimation Printer Kit FOR $1.00 AND THEY WILL NOT HONOR THEY'RE PRICE. I HAVE A SCREENSHOT OF THE PRICE AND WEBISTE IF NEEDED.Desired Settlement: I WOULD LIKE THEM TO HONOR THE PRICE THAT IS SET ON THEY'RE WEBSITE OR ELSE THAT'S IS FALSE ADVERTISEMENT.

Business

Response:

Hello [redacted],

Thank you for your consideration in taking the time to browse our

products. Over the past few months, we have upgraded our entire

website from our previous version and completely updated and

improved our layout, product information, navigation and pricing.

This entire process has been for the most part, very successful.

However, we do understand with such a transition, bugs and errors

are sometimes inevitable. Pricing is one of the things we take

most pride in here at Heat Press Nation, as we are very aggressive

in trying to provide our customers the most competitive prices

across the industry. When you did see that our website had listed

the Epson WF7010 Sublimation Printer Kit for a $1.00, we do assure

you that it was not our intention to list it at that amount.

Going back to website errors, it is an issue we worked

diligintely to resolve, and have resolved it in full throughout

the site. That price you saw listed for $1.00 would only appear

very rarely and in no way would allow you to checkout your cart

with that amount.

We do have to refer you to our "Terms of Use" policy that briefly

explains about any situations like this. It reads:

"Typographical Errors: In

the event that a HeatPressNation.com product is mistakenly

listed at an incorrect price, HeatPressNation.com reserves the

right to refuse or cancel any orders placed for product listed

at the incorrect price. HeatPressNation.com reserves the right

to refuse or cancel any such orders whether or not the order has

been confirmed and your credit card charged. If your credit card

has already been charged for the purchase and your order is

cancelled, HeatPressNation.com shall issue a credit to your

credit card account in the amount of the incorrect price."

We certainly apologize for any inconvenience this may have caused

you. We hope that you will take a full thorough understanding

with this response. If you have any further questions or

concerns, you can always reach us at ###-###-#### to speak to any

of our experts.

Thank you very much and have a nice day.

Best Regards,

Review: [redacted] sold me a heat press in August of 2013, I used this press no more than 7 time over the last 7 months and during the busiest time of the year it stops heating. I was told when purchasing this press from HeatPressNation that' "we are not suppose to tell people this but this press is made by Hotronix out of PA". The Hotronix brand carries a great name and everyone knows that they last. When I spoke to [redacted] at Hotronix he said this press you bought is NOT a Hotronix press and it is not built like a Hotronix. When I call HeatPressNation they refuse to refund my money or send me a new machine. Instead they had a guy call me and ask me to tear into the machine to see if I could figure out if it was getting power. I didnt pay $700 to fix a machine myself just 7 months after purchasing! Not only that it is DANGEROUS to mess with the wiring of a machine bc I dont really know anything about it.. Who's to say I wont plug this machine back in and it could start a fire or something! I mean this is unbelievable to me that they are refusing to stand behind their product! Oh, and [redacted] of HeatPressNation did ask me if I wanted to buy another press to use for 30 days while my press was being repaired!?!.He told me I could get a 30 day trial period and they would refund my money on the replacement press!?!? What company tries to upselll you when you are already having problems with their product? I received my press on Aug. 13th 2013 and it stopped working on March 16th, 2014Desired Settlement: I just expect to be treated right! Either send me a machine that works or send me my money back!

Business

Response:

Hi [redacted],