Honeywell Inc

Initial Business Response /* (1000, 5, 2015/04/10) */
If Mr.*** truly believes that the product performance issues rests solely with his Honeywell Thermostat, and the technical issues with connectivity are not due to his internet service or router, then he can send us the defective
thermostat along with a copy of his purchase receipt from months ago, and we'll be happy to send him a warranty replacement unit at this timeThis warranty shipment can be sent to my attention at the following address for further warranty handling at this time:
Honeywell Inc
***
***
MPLSMN
Initial Consumer Rebuttal /* (3000, 7, 2015/04/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No it's not the unit it is your servers at your centerYou have my number, if you want to call me do so and I will explainI don't have the receipt and that is part of the issue alsoBut regardless I paid for a service and am not receiving itI have authorized Revdex.com to intervene because your tech dept in some unknown country doesn't understand the issue
Final Consumer Response /* (3000, 12, 2015/04/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
That gentleman has called today and was a very honest manHe basicly agreed with me and said it has been server issues that have been occurring on there endSome which where planned but not relayed by a simple email to the customerSo we are right back to square oneI want my product to work as supposed to and if there is an issue with your servers or you are updating and I won't be able to use it that I am notified by email you have on file or call number on file rather than me second guessing what's happeningI have informed Revdex.com that if you don't agree I want this to go to ArbitrationI am dead serious on thisPlease advise
Final Business Response /* (4000, 14, 2015/04/20) */
The Honeywell Retail RTH6580WF Thermostat is working as designed and intended after reviewing this complaint with Technical SupportThere is no way to ensure (100%) uninterrupted connectivity with this kind of basic connected homes retail thermostatIt is inevitable that there will be occasions where the internet connectivity in the home will have interruptions, and there will be periods where the Honeywell server will be down briefly due to general maintenanceSo, if the consumer wants (100%) uninterrupted thermostat access without the possibility of interruptions, then they will have to find another productHoneywell will agree to issue a full refund with the return of the thermostat in question along with a copy of the purchase receipt to the address provided earlierThis will be our final offer on the subject

Initial Business Response /* (1000, 5, 2016/02/04) */
The complainant does not indicate whether the T87K Electronic Thermostat in question is brand new or if it has been in service for a period of timeBut, often times, thermostats can be affected by extraneous sources of warm or cool air
that adversely influence the actual ambient temperature reading being sensed by the thermostatSo, if the application of the T87K has been examined in order to eliminate those sources of air, then we suggest returning the unit to the place of purchase for a warranty exchange

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.Honewell always tries to sound good. How can I return it to the store I purchased it from when their customer service kept prolonging trying to resolve the problem to the point it was past the return time limit where I purchased it. I should have just taken it back right away, but I thought they would resolve the problem as they said they would. When they finally decided they should send a new one, they said it would take to business days (a long time to wait in below zero weather for a thermostat that works)It did not come, I called again, oh, it was not sent yet, they would send it. After waiting and calling again they said they would send it overnight. It did not come. I called again, again they said it would be here tomorrow, it was not, but finally came the day after that. It took two whole months to get a working thermostat and at least phone calls. I will never buy anything from Honeywell again

I reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI did receive a replacement warranty was honoredThe customer service experience was unsatisfactoryIt shouldn't have taken over days to resolve and a call to Revdex.com to get them to actThis left us without consistent heat during extreme tempsIt took days to initially get through to Honeywell, their phones lines had busy signals and live chat was not responding on website. Service wasn't expedient with multiple gapsSingle digit temps and without heat, I offered to pay for overnight shipping for the replacement thermostat and Honeywell did not comply and said they "were not set up to send overnight packages"They did also not provide a tracking number so that I could see when the package would arrive and plan to have a resource available to install the replacement thermostatI had to ask multiple times for the tracking numberThe thermostat did not arrive on the day delivery date (A Saturday, when I had someone on call to install) and arrived on MondayIt took days of back and forth before the product to arrive in extreme tempsI phoned several home depots in my area and none of them had this thermostat available to exchange for a replacement. When supporting a device that controls the heat of a home, Honeywell lacked urgencysupport rep failed to upload to custtracking system photos that I was asked to send via email to verify that the voltage was at an acceptable levelEven though she verified by phone that she had received photpsWhen the issue was escalated those images were not there and I had to resend them after Revdex.com contacted Honeywell causing more delayThe thermostat is at $price with an app to control the deviceI understand that there protocols to be followedHoneywell needs to empower their support staff to be proactive and work towards excellence

Initial Business Response /* (1000, 8, 2015/10/02) */
The size dimensions of the Honeywell Media-Style Furnace Filters are approximate- much like that of other materials such as a x piece of lumber- which is a common item that also is not exactly 2-inches by 4-inchesSo, if any consumer has
special application requirements, then it is their duty to research the product application parameters ahead of purchasing the right air-filter product for the air-cleaner housing in question
All matters related to the issue of a product refund are to be conducted through the authorized retailer or wholesaler where the unit was purchased from in the first placeThe product manufacturer is not sto issue refunds on products that are merely the wrong size for the intended application
Those consumers who are adverse to risk and/or complications of servicing their own HVAC system should then leave this type of general service maintenance to an HVAC professional for best results

The Honeywell Customer Support toll-free 1-number appears on the exterior of the product packaging, and the applicable limited Honeywell RTH7600D Retail Thermostat warranty terms and conditions appear in the product literature and on the Honeywell web-site for those consumers who
care to check this kind of information at the time of purchaseThose retail consumers who have special needs, desires, or requirements in a retail product warranty, can then research this very warranty information ahead of choosing the right retail thermostat and warranty terms. If the product should fail within the limited 1-year warranty period due to a manufacturer-defect (which in this case has not even been established without an inspection), then the unit can be exchanged with a brand new replacement unit upon the consumer registering their warranty claim with either the retail store, or the product manufacturer. But, there are no warranty provisions for warranty refunds through the product manufacturer since this kind of transaction is sto be conducted through the retail store under qualifying conditions of sale. So, accordingly, the only warranty remedy at this time if for a replacement product if the consumer will return the unit to us on a standard warranty claim with proof of purchase

While we are sincerely sorry for any trouble associated with the Lyric Thermostat in question, the product manufacturer is not set-up to conduct product refunds for warranty or otherwise. This type of transaction is handled at the point of purchase under qualifying conditions of sale by the...

authorized retailer.  However, we would be more than happy to express ship a replacement product to this customer in accord with the warranty obligations which appear in the product literature.

I am rejecting this response because:
It states in the very first paragraph of the manual's warranty explanation that the company warrants the product against defect or malfunction for 1 year.  My unit malfunctioned in less than 4 months, and they're not honoring the warranty just as they've done to other customers in the past.

The only record we show in the Customer Support database that has a corresponding e-mail address to the complainant ([redacted]) is from [redacted] who contacted Honeywell on 01/02/18 about a no-heat situation.  It was not clear based on the exchange of information with the customer...

whether she had a problem with her furnace, or the RTH9580WF Thermostat as she was not able to supply enough assistance or information necessary to troubleshoot the problem over the phone at the time of her call.  Despite not having any factual basis on which to determine whether the no heat problem is with the furnace or the thermostat at this time, we will be happy to honor the thermostat warranty once we have proof of the thermostat and/or a copy of the original purchase receipt from 04/03/17.  Please e-mail a digital photo of the rear-side of the thermostat panel which displays the model and serial numbers of the Honeywell Thermostat in question along with a copy of the purchase receipt if it is still in your possession.  Upon receipt of the requested documentation, we will UPS 2nd Day ship a replacement RTH9580WF thermostat to the desired address in satisfaction of this claim.   Please send the aforementioned materials to:  [redacted] for further handling.

The following is the applicable limited warranty language for the RTHL221B Retail Thermostat in question- which does not show a provision for manufacturer-direct warranty refunds. The only warranty remedy available through the manufacturer under qualifying warranty conditions is for a replacement thermostat. This has been stated numerous times over the course of contact with this complainant.  We will be happy to issue a warranty replacement unit in this case if the defective unit with proof of purchase can be sent to us on a standard warranty claim. But, we will not be offering a product refund under the circumstances of this basic retail product warranty case.    1-year limited warrantyHoneywell warrants this product, excluding battery, to be free from defects in the workmanship or materials, under normal use and service, for a period of one (1) year from the date of purchase by the consumer. If at any time during the warranty period the product is determined to be defective or malfunctions, Honeywell shall repair or replace it (at Honeywell’s option).If the product is defective,(i) return it, with a bill of sale or other dated proof of purchase, to the place from which you purchased it; or(ii) call Honeywell Customer Care at 1-800-468-1502. Customer Care will make the determination whether the product should be returned to the following address: Honeywell Return Goods, Dock 4 MN10-3860, 1885 Douglas Dr. N., Golden Valley, MN 55422, or whether a replacement product can be sent to you.This warranty does not cover removal or reinstallation costs. This warranty shall not apply if it is shown by Honeywell that the defect or malfunction was caused by damage which occurred while the product was in the possession of a consumer.Honeywell’s sole responsibility shall be to repair or replace the product within the terms stated above. HONEYWELL SHALL NOT BE LIABLE FOR ANY LOSS OR DAMAGE OF ANY KIND, INCLUDING ANY INCIDENTAL OR CONSEQUENTIAL DAMAGES RESULTING, DIRECTLY OR INDIRECTLY, FROM ANY BREACH OF ANY WARRANTY, EXPRESS OR IMPLIED, OR ANY OTHER FAILURE OF THIS PRODUCT. Some states do not allow the exclusion or limitation of incidental or consequential damages, so this limitation may not apply to you.THIS WARRANTY IS THE ONLY EXPRESS WARRANTY HONEYWELL MAKES ON THIS PRODUCT. THE DURATION OF ANY IMPLIED WARRANTIES, INCLUDING THE WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE, IS HEREBY LIMITED TO THE ONE-YEAR DURATION OF THIS WARRANTY.Some states do not allow limitations on how long an implied warranty lasts, so the above limitation may not apply to you. This warranty gives you specific legal rights, and you may have other rights which vary from state to state.If you have any questions concerning this warranty, please write Honeywell Customer Relations, 1985 Douglas Dr, Golden Valley, MN 55422 or call 1-800-468-1502. In Canada, write Retail Products ON15-02H, Honeywell Limited/ Honeywell Limitée, 35 Dynamic Drive, Toronto, Ontario M1V4Z9.

It has been explained to Ms. [redacted] on numerous occasions for the past 2-3 weeks that the limited applicable 1-year warranty does not provide for manufacturer-direct warranty refunds, or for professional services sought and rendered at the choosing and discretion of the consumer for...

whatever the reason before, during, or after the installation of this retail product. The following is an excerpt of the warranty terms, conditions, and provisions that appear in the RTHL221B Retail Thermostat product literature that comes with the thermostat in question:

Initial Business Response /* (1000, 5, 2015/09/29) */
If Mr. [redacted] wishes to receive a warranty replacement TH8320WF Trade Model Thermostat that had been purchased on-line through Amazon.com in this instance, then he will be required to send the defective thermostat along with proof of purchase...

to my attention at the following address for further warranty handling:
Honeywell Inc.
[redacted]
MN10-131A (Attn: Paul A)
MPLS. MN. 55422
Initial Consumer Rebuttal /* (2000, 12, 2015/10/21) */
The replacement product from Honeywell was received on 10/14/2015. Issue is resolved.