Revdex.com:
I have Received the Full purchase price refund & reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards, *** ***
Hickok Incorporated has received the complaint and respond as follows: The customer has received a full refund from the distributor he purchased the NGS Mach II from. Hickok manufacturers this product and sells it through various authorized distributors in the US. Since we...
were not the purchase point we were unable to refund him directly. The unit was received at our manufacturing plant on 2/17/15. On 2/25/15 the notification of credit was provided to the distributor. This was a dramatic reduction in standard credit/refund processing time which is 30 days. On 2/25/15 the customer was provided his refund. It was at the distributors discretion to not issue the customer a refund before the credit to them was issued, even though they were told a credit was imminent. The filing of this complaint had zero impact on the timing of all this as Hickok was first notified of the complaint by mail on 3/9/15. Hickok strives to provide it's customers with the best possible service under any circumstances with relation to our products. In this instance, the customer made the decision to return the unit, at that time Hickok Customer Care representative worked with Sales Management and offered the customer to keep his NGS Mach II, and receive a NGS PC On Demand with a free year of software at no cost, with an approximate street value of $1250. The customer declined and the process began for the above mentioned return. The NGS Mach II is an Automotive Aftermarket Scan Tool designed to provide a high level of diagnostic capabilities for use on Ford, Lincoln and Mercury vehicles. NGS Mach II software is developed to incorporate as much functionality as possible with respect to it's intended market so it will perform as advertised. This is based on the information (engineering software code) that Hickok researches and purchases to develop the software. As with all scan tools in this same market it does not make it impervious to software "bugs". As we become aware of these, through continual research, validation and customer feed-back, we work to incorporate those functions where possible into the software and release incremental software updates to the customer at no cost. [redacted], if you need any further information regarding this complaint please let me know. Please confirm receipt of this email. Thank you,[redacted]
Revdex.com:
I have Received the Full purchase price refund & reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards, *** ***
Hickok Incorporated has received the complaint and respond as follows: The customer has received a full refund from the distributor he purchased the NGS Mach II from. Hickok manufacturers this product and sells it through various authorized distributors in the US. Since we...
were not the purchase point we were unable to refund him directly. The unit was received at our manufacturing plant on 2/17/15. On 2/25/15 the notification of credit was provided to the distributor. This was a dramatic reduction in standard credit/refund processing time which is 30 days. On 2/25/15 the customer was provided his refund. It was at the distributors discretion to not issue the customer a refund before the credit to them was issued, even though they were told a credit was imminent. The filing of this complaint had zero impact on the timing of all this as Hickok was first notified of the complaint by mail on 3/9/15. Hickok strives to provide it's customers with the best possible service under any circumstances with relation to our products. In this instance, the customer made the decision to return the unit, at that time Hickok Customer Care representative worked with Sales Management and offered the customer to keep his NGS Mach II, and receive a NGS PC On Demand with a free year of software at no cost, with an approximate street value of $1250. The customer declined and the process began for the above mentioned return. The NGS Mach II is an Automotive Aftermarket Scan Tool designed to provide a high level of diagnostic capabilities for use on Ford, Lincoln and Mercury vehicles. NGS Mach II software is developed to incorporate as much functionality as possible with respect to it's intended market so it will perform as advertised. This is based on the information (engineering software code) that Hickok researches and purchases to develop the software. As with all scan tools in this same market it does not make it impervious to software "bugs". As we become aware of these, through continual research, validation and customer feed-back, we work to incorporate those functions where possible into the software and release incremental software updates to the customer at no cost. [redacted], if you need any further information regarding this complaint please let me know. Please confirm receipt of this email. Thank you,[redacted]