Kwik Tek Inc

Dear Revdex.com, We apologize for the lack of communication and any inconvenience this process has caused the customer. We have actually just fired the person in our Customer Service Department that was handling this customer's issueWe did speak with this customer on Wednesday, 9-21-16,
around 3pm. After several minutes of research while on the phone with the customer, we decided that the best replacement for her would be the Big Bertha towable, an equivalent product with a different name. The replacement shipped on Thursday, 9-22-16, via UPS Ground. The tracking # is *** and online tracking shows a delivery date of Tuesday, 9-27-

Complaint: [redacted]
I am rejecting this response because: The response from the business is very misleading, to say the least. I did contact the reseller of the product and they told me on August 30th that the manufacturer had advised them that the manufacturer (Kwick Tek) had shipped a new platform to me to replace the defective platform.Unfortunately, I haven't received any replacement parts from either the manufacturer nor from the reseller until this time.This issue still remains unresolved.
Sincerely,
[redacted]

Tell us w  We thought the dealer had already sent a replacement of the entire product, not just the boarding platform.  They did not, but comfirmed that it, was shipped to the consumerr on 9-16-16, via FedEx.  The tracking # is [redacted] and the consumer should receive the package Monday, 9-19-16.

Dear Revdex.com, We are very sorry for any inconvenience this situation may have caused.  This customer submitted a warranty claim on 8-10-16 for the inflatable Fun Station that was recently purchased.  We do manufacture this item and offer a year warranty from purchase date on this product....

 As soon as the customer submitted the claim via email, the auto response should have been received.  This response accompanies all emails sent to our warranty department.  The auto reply states that we will process warranty claims within 7 days of receipt.  Once the replacement order is processed and sent to the warehouse we ask our customers to allow for an additional 5-7 business days for shipping via UPS Ground.  We only replace the part of the product that is defective.  In this case, the part of the customer’s purchase that was defective (mounting platform) is out of stock until next season (Spring 2017).  We strive to process every claim within our stated time frame.  The summer months happen to be our busiest for warranty claims.  Unfortunately, the follow up email the customer sent on 8-19-16 was missed and I am very sorry for that oversight.  Once we realized that the item this customer needed was out of stock, we notified the customer via email (8-25-16).  Understandably, the customer was upset with this reply so he asked that we either ship the replacement part, ship a full unit or issue a refund.  Unfortunately, we do not have the product to ship and we cannot issue a refund on an item that was not purchased directly from us.  Since we could not replace or refund, I started researching other ways that we could assist this customer.  While researching other solutions, I received an email that the complaint with the Revdex.com was filed.   After my research, I came up with the solution of shipping a different mounting platform.  This particular mounting platform is for our Cabana Islander and it is not the exact same part, but I felt it may work for this customer’s needs until we can ship him the correct part.  While processing the shipment, I received a call from the eBay seller from which this customer originally purchased the item.  After speaking with the seller, I believe she and I have come up with the best solution to ensure this customer is taken care of quickly.  The seller has agreed to replace the item for the customer immediately.  I will then work with the seller to ensure she is taken care of once we have the item back in stock. I hope this solution will work for the customer and again apologize for any inconvenience this may have caused.  Please let me know if any more information is needed.    Thank you,   [redacted]Customer Service Supervisor

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]