Jem Accessories, Inc.

We apologize for the delay of the product being replaced. We did have to wait on the shipment of cameras with updated firmware. We are processing this replacement right away and will be mailing the camera [redacted] 2Day Express. The camera will be mailed out on 11/17/2016. If there is any questions...

regarding the camera once received, please give our tech line a call and will be happy to assist you. Thank you again for your patience and apologize for the delay.

Complaint: [redacted]
I am rejecting this response because: They have not stopped the sale of this item I have a picture that is dated September 30th 2016 which I sent to the company Jem accessories. we found the item  for sale at a [redacted] store near my home. Also I went through a terrible ordeal with my insurance company and there contractors in which they only fixed some issues. They created many more issues in my home and damaged many things which I was not compensated for. Jem accessories' insurance company blew me off and has no interest in compensating me. I had to pay 3000 in legal fees which only got me about 12000 in compensation (from my insurance company) which does not even begin to fix the issues I am left with.I have a report with photos( as I am sure they also do) from a fire investigator which determined that the fire was a direct result of and internal failure of this device. My Daughter and I have been totally traumitized because of this unsafe product which if it had not been for a startle cat my daughter would not be with us today.So no they have not made anything right or accepted any responsibility for what their product has done. An apology and compensation is what I am seeking MOST IMPORTANTLY they MUST insure that no one else can still purchase this device it should be on a recall.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The company does not address the real problem.  They do not wish to accept that their design is flawed.
Regards,
[redacted]

This customer contacted us about a defective product that was purchased over four months ago. After learning the customer was past any store policy to return a product that was defective out of packaging, we decided to honor our warranty policy. We are willing to exchange for a brand new one that we...

will fully test to ensure no further issues. We initially sent the customer a Return Merchandise Application which explains our policies such as customers outside of the United States and customers beyond the 90 day warranty Below is the part of the form that explains this policy. CUSTOMERS OUTSIDE OF THE UNITED STATES If you are within the 90 day warranty, Xtreme Cables will exchange your item for free. However you will be responsible for the cost of shipping. This cost is different for every location internationally. We will provide you with a [redacted] quote for the shipping cost. You may pay for the delivery with a check, money order, or credit card. We do not accept cash. This is our policy for international shipping. We do not require the customer to return the defective item because that would require them to send it back on their own. The customer is only paying for us to ship him a new product.

Good afternoon,   The wrist band video shows the customer how to place the wrist band on. The person in the video happens to place to wrist band on with one hand. If the customer seems to to have difficulty clamping the wrist band on and off they should practice before placing it on. We only have one design for our wrist bands. Best Regards, Nicole B Customer Service and Technical Support

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

We received a complaint about our screen protector from our mutual customer [redacted] back on February 10, 2016. We were working with her to settle the situation. It takes about 3-4 weeks for our quality control department to come to a resolution if our product was put on properly and if the...

phone fell on our screen or the edge of the phone. Ms. [redacted] did email us several pictures, which took several days. Once we have determined that the fall did occur on the edge we are not responsible . Our product of the screen protector has a lifetime warranty and we are willing to send her new one. Also, to make her a happy customer we are willing to pay her 50% of her new screen, which she emailed us a estimate of $109. Please advise

Complaint: [redacted]
I am rejecting this response because:
I really don't think I should have to pay additional monies (equal or more than the cost of the original product in this case) to have a defective product replaced in the country where I purchased it.  If you don't want to pay the shipping costs to a given country to satisfy an RMA then you shouldn't earn any revenue of selling your products in that country.
Regards,
[redacted]

Complaint: [redacted]
Jem advises they have not "forgotten" me.  Perhaps so but they certainly did not respond to my emails sent after they said they would send me replacement items that I could chose from their product list. I chose replacement items and they were to send me those items and a shipping label for the return of the faulty items.  None of that happened.  Now they say they have found that there were 648 faulty product sold.  Are they replacing them all?  How do they know who bought the faulty units?  They say they are waiting for their investigation to "finalize" and that everything will be "fixed".  I'm not sure what that means but if they know I received their faulty product what are they waiting for?  Just replace it.
 
If Jem intend to provide me with replacement product NOW that is acceptable but if Jem are asking me to wait some unknown period of time for some unknown resolution to the issue them I reject their request.  The resolution of my issue should not hang on what Jem intends to do about the other 600+ instances of faulty product.
Regards,
[redacted]

Complaint: [redacted]
Jem advises they have not "forgotten" me.  Perhaps so but they certainly did not respond to my emails sent after they said they would send me replacement items that I could chose from their product list. I chose replacement items and they were to send me those items and a shipping label for the return of the faulty items.  None of that happened.  Now they say they have found that there were 648 faulty product sold.  Are they replacing them all?  How do they know who bought the faulty units?  They say they are waiting for their investigation to "finalize" and that everything will be "fixed".  I'm not sure what that means but if they know I received their faulty product what are they waiting for?  Just replace it. If Jem intend to provide me with replacement product NOW that is acceptable but if Jem are asking me to wait some unknown period of time for some unknown resolution to the issue them I reject their request.  The resolution of my issue should not hang on what Jem intends to do about the other 600+ instances of faulty product.
Regards,
[redacted]

Review: I purchased two [redacted] Watches from [redacted],(Watches distributed by JEM Accessories) neither of them have been satisfactory..l Unable fasten wrist bands with out two people to help. Have contacted [redacted] and they tell me to contact JEM Accessories and JEM Accessories say to contact the retailer. Neith unit can be utilized by us because of wrist band issue.Desired Settlement: I want to return the watches and get my money back.

Business

Response:

The customer stated they ordered two [redacted] Watches from [redacted] and they have not been satisfied.The customer did email me about having an issue syncing his device to his tablet and I explained there are certain types of devices our [redacted] Watch is compatible with. He happened to have a tablet that did not appear on our compatibility list. I also emailed the customer to call me directly to go through the steps with him when he had a compatible device to assist them in installing the device. (Please see 1st attachment for that email) The customer stated they were unable to fasten the wrist bands without two people to help.The customer did email me about having this issue. Our company has a “How to” video on YouTube and I emailed the customer the link to the video to better assist them. We only have one design for our wrist bands. (Please see 2nd attachment for that email) The customer stated they have contacted [redacted] and then [redacted] stated they have to contact the Jem Accessories (manufacturer.) Our policy is the customer is always welcomed to contact Customer Service for any defective device issues or questions they may have. We even exchange devices due to a manufacturing defect. But since we are the manufacturer and not the retailer we cannot give them their money back. [redacted] is the retailer who needs to provide the refund. (Please see 3rd attachment for that email)If you need any other information please let me know.Best Regards,Nicole B

Consumer

Response:

Review: [redacted]

I am rejecting this response because: The how to video may show how the band is suppose to work but in practice it does not work as indicated.

Regards,

Business

Response:

Good afternoon, The wrist band video shows the customer how to place the wrist band on. The person in the video happens to place to wrist band on with one hand. If the customer seems to to have difficulty clamping the wrist band on and off they should practice before placing it on. We only have one design for our wrist bands. Best Regards, Nicole B Customer Service and Technical Support

Consumer

Response:

Review: [redacted]

I am rejecting this response because:The company does not address the real problem. They do not wish to accept that their design is flawed.

Regards,

Review: I purchased three rechargeable power banks marketed under the brand name Xtreme. Xtreme is a trade style of Jem Accessories, Inc., a New Jersey company doing business at [redacted] The packaging of this item plainly describes the rechargeable battery within the device as having a capacity of 2600mAh . After purchasing the items I inspected the rechargeable battery within and found the battery capacity was actually only 1800mAh - being less than 70% of the purported battery capacity stated on the packaging. This discrepancy could either be a manufacturing error or an attempt by the manufacturer to reduce the cost of manufacturing the item by substituting a lesser-cost battery. Either way I feel the packaging is a misrepresentation of the actual performance capabilities of the item. A pint and a half in a quart milk carton, if you will.

I contacted Xtreme about this discrepancy and was in turn contacted by email by [redacted], a Customer Service and Technical Support representative. Ms. [redacted] requested photos of the offending items which were sent. Ms. [redacted] subsequently offered to replace the offending items with other suitable power banks and asked me to fill out and return an attached form for shipping purposes.. I replied agreeing to accept similar banks as replacements and also emailed back the completed form. Ms. [redacted] then asked that the items in question be returned to her for further investigation and offered to send me a return shipping label. No emailed label has been received. Since then I have heard nothing from Xtreme (Jem) despite numerous emails sent to Ms. [redacted]. In my view the offer to replace the offending items was reasonable and agreeable but without the participation of Xtreme (Jem) it is apparent this matter can’t be resolved without the assistance of the Revdex.com serving New Jersey.Desired Settlement: Replace the misrepresented items with correct ones.

Business

Response:

Jem Acessories is looking and has contacted our factory about what has occurred. We have opened an investigation and have found that a batch of 648 units were incorrectly packaged. This issue is currently being corrected. We did not forget about Mr. Humphreys we are simply awaiting for the investigation to finalize and soon the product will be sent to him. Unfortunately the last winter storm was a little bit of a set back but we are still working on this. Everything will be fixed.

Consumer

Response:

Review: [redacted]

Jem advises they have not "forgotten" me. Perhaps so but they certainly did not respond to my emails sent after they said they would send me replacement items that I could chose from their product list. I chose replacement items and they were to send me those items and a shipping label for the return of the faulty items. None of that happened. Now they say they have found that there were 648 faulty product sold. Are they replacing them all? How do they know who bought the faulty units? They say they are waiting for their investigation to "finalize" and that everything will be "fixed". I'm not sure what that means but if they know I received their faulty product what are they waiting for? Just replace it. If Jem intend to provide me with replacement product NOW that is acceptable but if Jem are asking me to wait some unknown period of time for some unknown resolution to the issue them I reject their request. The resolution of my issue should not hang on what Jem intends to do about the other 600+ instances of faulty product.

Regards,

Business

Response:

Please be aware that an earlier response was made to this complaint references that the batteries were to be shipped out. Please note that a shipment of 3- 2600 mah batteries will be send as soon as the products arrive to us from China, which will take several weeks. We just wanted Mr. Humphrey to be notified that it will take some more time. We thank him in advance for his patience

Review: I bought 4 Wireless Bluetooth Stereo Speakers from Xtreme Cables ( JEM owns them) I gave one to my sister and her boyfriend ( which worked.) And I got one for myself and my mom ( THEY DID NOT WORK.) I plugged them into the charger and they did not seem to work. I used a charger that has the same plugin and they did not charge. I checked the outlet and it was running fine. I tried many times to call the company to see what they could do and I got the voice mail every single time. I would like to see if I could get this replaced or if I can be refunded. I wish this device would work as it would service many needs for me.Desired Settlement: I ask that Jem replaces my devices that are defective. This is unacceptable.

Business

Response:

Xtreme cables is more then happy to exchange this customers defective merchandise. Our customer service line did not receive any voice mails nor have we received any emails about this issue. I have established contact for the 1st time with this customer via our customer service email and I will be working to resolve any issues.

Sent on: 2/10/2014 11:17:55 AM

Consumer

Response:

Dear Revdex.com New Jersey,

My complaint with the JEM Company has been resolved. I wanted to correct her as she is wrong. I called JEM Many times to see what they can do. I am not a emailing kind of person. I refuse to email if its a issue that could be resolved over the phone. However my complaint was resolved by [redacted] B who was really nice and wanted to assist me with the problems. At this point he is sending me 2 new speakers which meet the demand on why I filed this completely.

Thank you for assisting me Revdex.com with this and Thank you to JEM for doing the right thing :D!

Regards,