While we understand the frustration with receiving a defective machine, we do have a policy in place for how we handle warranty issues. That policy states that we will replace defective units within 14 days of receipt. Outside of 14 days, the customer must warranty the machine through an authorized...
repair facility (at no charge to the customer). We understand that some items purchased during the holidays are gifts, however in this case, the customer had the machine for three months before letting us know of their issue. Our head of customer service tried working with the customer, but she was unwilling to entertain any outcome other than her demand for a new machine. Even though the customer was extremely rude and disrespectful to our customer service member, IOC decided that we would pay to have the item returned to us and offered the customer a full refund so they could procure the item locally, should they have any trouble in the future.
While we understand the frustration with receiving a defective machine, we do have a policy in place for how we handle warranty issues. That policy states that we will replace defective units within 14 days of receipt. Outside of 14 days, the customer must warranty the machine through an authorized...
repair facility (at no charge to the customer). We understand that some items purchased during the holidays are gifts, however in this case, the customer had the machine for three months before letting us know of their issue. Our head of customer service tried working with the customer, but she was unwilling to entertain any outcome other than her demand for a new machine. Even though the customer was extremely rude and disrespectful to our customer service member, IOC decided that we would pay to have the item returned to us and offered the customer a full refund so they could procure the item locally, should they have any trouble in the future.