K-TEC, Inc.

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
Sincerely,
*** ***

To Whom It May Concern,We are thankful for Mr***'s willingness to work with us after his experience There was a misunderstanding of current affiliate promotions and our service team had believed they were expired It was confirmed that there were active promotions in place at this
time; however, they were worded differently than agreed upon Our affiliates will help to clarify and correct the listings to prevent future misunderstandings and Mr*** has been able to successful purchase the item as requested with the promotion applied as he has represented The order was placed on July 15th and is expected to arrive between July 30th and August 1st.Thank you,Michelle M***Director of Customer Care

We have been in communication with Mr. [redacted] and have arranged for an exchange in jars.  He received the replacement on Tuesday, February 21st.  We would like our engineers to review the product in question for quality purposes and have sent a prepaid shipment label for his use to ship...

the jar to us. Thank you.

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.
Sincerely,
[redacted]

In resolving Ms. [redacted]' original concern, a new replacement was sent and received by her on January 27th, 2018 and the tracking with UPS is as follows:  [redacted].  Our Customer Care department has been very generous as many of the replacements sent were not technically covered under the warranty policy, but we had agreed to exchange blenders with her in the interest of customer satisfaction.  A slight whirring in the motor of a blender may sometimes have a very light tick and this is not something that is considered a defect.  Our warranty policy also does not guarantee the exact color to be replaced if a customer’s previous model and color has been obsoleted.  At one point, there was a touchpad error; however, that was resolved with a previous replacement.  We consider this complaint resolved as she has confirmed receiving her replacement and that it does not have any of the traits that were previously objectionable to her.

Complaint: [redacted]
I am rejecting this response because:
 The company was not truthful in its response.  There was in fact something wrong with  two of the  blenders that I received.   The company claims that there was nothing wrong with the three machines, that I returned.  This is untrue and misleading.  The first machine was not returned , due to any defects, but it was returned because it was the wrong color.  The last two blenders that were returned were in fact defective, they both  had a clicking  noise and would not work  unless I punched the touch pad over and over. (there was even a touch pad error symbol that came on the machine.)    The new machine is evidence , that the prior blenders were defective ,--  the new machine DOES NOT MAKE A CLICKING NOISE, nor did my original machine make a clicking noise.    So, in response to the company, they did replace the machine with a new one that  does not make a clicking noise,   and does not  give a reading on the machine that there is a touch pad error.  The company was untruthful , in telling me  that the machine was suppose to make the clicking noise , and they ignored the fact that the touch pad was not working properly.Thank you
Sincerely,
[redacted]

To Whom This May Concern,We have been in communication with the [redacted]'s and have come to an agreed resolution.  In response to this complaint, we have the following details to share regarding yesterday's interactions between the customer and our Customer Care Team members. At the time of...

the call, [redacted] had shared her concerns with having a rubber or burning smell.  Our agent was following appropriate troubleshooting steps and recommended using alcohol to clean any unnoticed residue from the socket as this will often help to clear the smell.  The [redacted]'s had switched who was speaking with us, were no longer willing to discuss or finish troubleshooting steps, and finished their interaction with abusive language.  Had we been allowed to finish troubleshooting steps, our agent would have reviewed the cases, found the previous 2 issues, and changed focus to a more appropriate action with the motor-base.  Our agent respected and forwarded their request to speak with a supervisor who responded to within 30 minutes, returned their call at about 11:45am MST, and left a message with her contact information and there was no answer.  In that 30 minutes, the supervisor listened to the recording of the call between the customer and our agent as well as the case history to fully understand our customer's experience.  She identified some training opportunities which were addressed yesterday afternoon (reviewing case history at the beginning of the call).  It is unfortunate that the customer had not returned our call yesterday, as this could have been resolved then.  I spoke with [redacted] and [redacted] this morning and explained that after a couple jar failures we would typically want to look at the motor-base and are happy to replace that for them.  They have left for vacation and will return on August 9th and are unable to facilitate the return and exchange for a replacement motor-base at this time.  They have agreed for us to contact them on August 10th to resume the warranty exchange.  Explained that we will send shipment label for them to use to drop off the motor-base.  Once we get the notice from UPS/FedEx that it has been dropped off, we will process for their replacement to be built/shipped, and they could have their replacement on Monday or Tuesday the 15th.  The [redacted]'s have agreed to this resolution and my supervisor and I have set an appointment for us to follow-up with them on the agreed date of August 10th.Thank you,Michelle M[redacted]

Thank you for your message and opportunity to resolve this matter.  In the past year, we have exchanged blenders with the customer in attempts to satisfy and resolve complaints of policy as well as product performance.  Upon receipt of the products from Ms. [redacted], 3 had no issue found....

[redacted] has been provided a replacement that was received on January 27th.  Blendtec warrants the blender motor to be free of defect in material and workmanship for the warranty period. During this period, such defects will be repaired or the product replaced at Blendtec’s discretion without charge. This warranty does not cover damage caused by misuse, accident, or negligence. This policy is written and available online fore reference. To our knowledge, this issue is resolved and any future issues reported will be handled as a repair.

To Whom This May Concern,
We are sorry to hear about this experience and are eager to
help Ms. [redacted] find a reasonable solution. 
Sam’s Club’s retail model is to sell products in new condition; it is
possible there was a mistake in the fulfillment.  We are reaching out to Sam’s for...

them to
review the experience and see what steps can be taken to prevent a future
mishap with our products.
Regarding Ms. [redacted]’s contact with Blendtec, we are glad
she opted to message us after trying to call us after closing hours.  Her email message from [redacted]@gmail.com was received on April
4, 2016 at 7:25pm (after closing).  Our
goal is to respond to emails within 1-2 business days; while she did experience
a delay, we did respond on April 8, 2016 at 8:20am MST—messages are attached
for reference. 
As Ms. [redacted]’s purchase was of the 475 model in Poppy red—which
is now obsolete—we have a couple options to help come to a solution.  One being that Blendtec would be happy to
help perform an exchange.  An exchange
would involve replacing her package with a similar model upon receipt and
processing of the proof of purchase as well as the packaged unit in question.  Once these items are received, our processing
time is 4 business days, and she would receive confirmation of shipment once
shipped.  The 475 has 1 preprogrammed
cycle, 3 speed choice buttons, and the pulse feature with a 3.0 horsepower
motor and is packaged with the FourSide jar. 
The replacement we are offering has 1 additional programmed cycle, 1
additional speed choice, and would be pomegranate red, which is a slightly
darker shade of red and is packaged with a WildSide + jar.
Ms. [redacted]’s other option—should she desire to remain with
the 475 model—would involve working with Sam’s Club, as they have exclusive
inventory of this item and all remaining stock. 
Please let us know if you would like work with Blendtec
directly for the exchange.  If yes, we
can proceed with the exchange option with the upgraded model.  Please let us know which email is preferred for
use and Blendtec will send a UPS shipment label at our cost via email for your
use. 
Thank you,
Michelle M[redacted]Customer Care Manager