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IonLife, Inc.

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IonLife, Inc. Reviews (1)

An EMCO TECH DELPHI IO400U Water Ionizer was bought via the Internet from a Distributor of AlkaViva, LLC (f/k/a Ionways, LLC) in July 2009. The unit failed under two years and they made good on the repair of the unit then. That unit comes with a 5-year warranty. The unit again failed and was sent in for warranty repairs in March 2014, within the warranty period. AlkaViva, LLC responded via email with RMA #[redacted], the unit was shipped and on 3/25/2014 they acknowledged receipt of the unit by email. On 3/31/2014 they sent another email to the effect that they had evaluated the Water Ionizer and I should contact them via phone or email to discuss the results. That being the case I sent them an email on 4/02/2014 asking them to email the results of the evaluation so that I could decide on how best to proceed to get my unit repaired.A full month went by and nothing happened but AlkaViva, LLC Technical services Team sent yet another email on 5/02/2014 asking me once again to contact them to discuss the evaluation results. To me it was strange that they could send me emails but not receive, so I put my "pen to paper" and wrote to them at their listed address asking them to once again mail or email the evaluation results to me. I also took the opportunity to put all the correspondences, receipts, etc. together to document all the transactions with this unit (This is available as ".pdf" file and can be uploaded if needed). [redacted] indicated mail delivery as follows "Your item was delivered at 2:35 pm on May 8, 2014 in RENO, NV 89521."AlkaViva, LLC has not responded since and I need to have my unit repaired or get my unit back so that I can seek some other source of repair. They did leave one message on my home phone to contact them, but I have indicated in no uncertain way that I need them to document the evaluation results so that this can be understood by someone more knowledgeable than I on these matters.AlkaViva, LLC needs to repair my unit under the terms of the warranty, or explain why not.Product_Or_Service: EMCO TECH DELPHI IO400U Water IonizerOrder_Number: [redacted]Desired SettlementRepair my EMCO TECH DELPHI IO400U Water Ionizer (S/N: A6HJ0001395) under the terms of the warranty.Under the terms of the warranty, return shipping is my responsibility.Business Response Contact Name and Title: [redacted] OperationsContact Phone: [redacted]Contact Email: [redacted]RE: Revdex.com CASE#: [redacted]/Unit# [redacted]To Whom It May Concern:Internal notes regarding customer's unit:An RMA (return merchandise authorization) was issued 3-14-2014Unit was checked in at facility 3-25-2014Check in Notes - No shipping container despite request in RMA instructions not to ship in only ionizer box - Unit also arrived EXTREMELY WET as filters were not properly drained as per RMA instructions.Diagnosis: Unit had a light mineral buildup. A vinegar flush was performed in effort to reduce some of the scale build up - water cell leaking at the bolts. Damage was caused by scale build up (calcium buildup) which is caused by hard source water and is therefore not covered under warranty. (This was not a failure of the unit or any of its components.)Original quote of $330.00 to repair unitInitial result contact to [redacted]'s email for evaluation results: 3-31-2014[redacted] emailed about results on 4-2-2014 ([redacted] in tech support working with customer at this point - no further details available)Customer sent a 7 day notice on 5-2-2014[redacted] sent a detailed complaint letter to AlkaViva on 5-5-2014[redacted] in tech support called customer on 5-14-2014 @ 4:33pm No response from customer until the Revdex.com complaint on 6-25-2014Warranty/Return Policy can be found at:[redacted]Please refer to the paragraph that says Your AlkaViva warranty details are as follows:"In no event shall AlkaViva or its dealers be liable for any direct, indirect, incidental or special consequential damages to property whatsoever, arising from use of its products with improperly treated or untreated hard water."Please contact us at [redacted] with any further questions. We would be happy to simply charge for parts and waive associated labor fee minimums to resolve this issue and get unit back to working order.Thank you,[redacted]OperationsConsumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Thank you Revdex.com of Northern Nevada for eliciting a response form the vendor. For the life of me I could not understand why they refused to document the evaluation results back to me directly, but had to wait until I contacted a third party like yours. My response follows;Their claim:"No shipping container despite request in RMA instructions not to ship in only ionizer box - Unit also arrived EXTREMELY WET as filters were not properly drained as per RMA instructions". My response: This unit was shipped in exactly the same way as was had been done for a previous return for warranty repairs to then Ionways, LLC. No complaint response was received from either [redacted] or [redacted] as to the shipping of the unit at that time. The original shipping box is sturdy and has two Styrofoam modules, one at the top and the other at the bottom that suspends the unit so it does not come into contact with the walls of the container, and also act as shock absorbers.Secondly there was this statement in the RMA instructions. "LET THE IONIZER DRAIN FOR AT LEAST ONE HOUR - periodically slowly tilt and lean the Ionizer in different more than an hour as per these instructions. You see I was careful to follow these instructions because when I first called for the RMA, the clerk let slip his presumption of the problem, even before the unit had been received in their offices. I reject their claim. Their diagnosis: "Unit had a light mineral buildup. A vinegar flush was performed in effort to reduce some of the scale build up - water cell leaking at the bolts. Damage was caused by scale build up (calcium buildup) which is caused by hard source water and is therefore not covered under warranty. (This was not a failure of the unit or any of its components". My response: That may be the case, but this unit is advertised as having a DARC feature that does "double automatic reverse cleaning", so why the scale build up? Secondly ** is not a HARD WATER State. The water quality report for my Township of [redacted], ** has this statistic;Substance ** RUL Range of Results Likely Source...Hardness (as CaCO3) ppm 250 48 - 72 Natural mineral...(See full report at [redacted]). Moreover the warranty card for this unit has the following statement, "The warrantor is not responsible ... water that is judged by the localauthorities as "hard" (TDS over 300 ppm and/or hardness above 18grains or 300 ppm)".As you can see, AlkaViva, LLC is just trying to wiggle out of performing a valid warranty repair on my unit.I am not prepared to pay for repair of unit for that which is already covered under warranty. I am only prepared to pay for shipping back to me in keeping with the terms of the warranty statement.Regards.[redacted]Final Business Response Dear Revdex.com:We always stand behind the products we sell which is why we have the rating we do with the Revdex.com after 10+ years in business.In light of this customer's particular situation, we will repair the unit and send it back at our cost despite this not being a failure of our unit.Please have **. [redacted] send an email to [redacted] ATTN: [redacted] to coordinate the FOC repair and return of his ionizer.We trust our mutual customer will be pleased with this outcome.Thank you,AlkaViva Operations

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Description: Water Filtration & Purification Equipment, Filters-Liquid, Water Soft & Conditioning Equipment Service & Supplies, Wholesalers & Distributors

Address: 8745 Technology Way STE C, Reno, Nevada, United States, 89521-3852

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