Integrity Security & Integrated Systems

[redacted] 's DVR broke down I quoted him to replace the unit Days after it's replacement, he called stating he did not like the operation of the unit He preferred the "jog dial" and wanted a replacement that operated the same as the old unit I did explain to him the new DVR units do not operate in the same manner and we have hundreds of customers that use the model we had installed I asked him to practice with it in order to learn it He call again stating he did not like the operation Trying to accommodate Sam's request, I spent many hours searching for a unit with a jog dial that was available from a reputable source and quality manufacturer Honeywell still made such a unit and I spoke with their tech support department to verify it's operation At no charge I took back the first unit and replaced it with the "jog dial" unit This unit does not operate precisely as the bad unit did the jog dial has different functions I sent technicians to his home on several occasions to orientate him, again at no charge, on how to use the unitbecause there are not other options available Sam chooses to be discontent with the system because he is unable to understand it's operation even after spending considerable time to educate him on it's use Finally, I had my technician call him to pithe unit and we would refund him the price of the DVR, but not the installation fee Though we did not charge Sam a restocking fee for the first unit and no installation fee of the new DVR, Sam stated that he would like half of the cost of the DVR back and insisted that he will keep the DVR if we give him the 50% refund I expressed to him that this was not a fair compromise and a very unreasonable request, and anyone else would think the same I asked why he wanted the DVR if it was so hard to operate ? Sam avoided the question He became very indignant and rude while making threats to report us to the Revdex.com At this point I informed Sam that we are obviously not going to come to an agreement on what is fair, as well as asked him not to call my firm again Sincerely, [redacted]