Lasers For Cosmetics

Dear Revdex.com, Thank you for your time with this matterThank you also for working with us regarding the email issueWe didn't receive word of the complaint until late last week Let us start from the beginningThis woman purchased this laser from us on October 13th, We sold it to her for thousands less than our asking price with absolutely no warrantyIn this industry, warranties are rare because of the tendency for clients to abuse themWe hand delivered this laser and let the buyer test it before they even paid for itIt met the standards, and the buyer then paidShe also traded in a laser with what she reported was a minor issueThe issue was anything but minor, and has turned into a massive loss for our company Three months later, we received word that her laser wasn't working properlyAgain, with no warranty offered, we didn't have to do anything about this problemHowever, being in the laser industry for years and sincerely caring about our clientele, we tried to help anywayWe sent fuses when the issue appeared to be related, and we also sent expensive electronic boards, none of which we have received back in our possessionAdditionally, we paid for her to speak to a qualified laser technician who assisted as best he couldWhen nothing worked, we finally reported that she will need to bring a laser tech into her facility to look over the laser and repair it Let me reiterate a few points hereWe sell used lasers, not brand new items with a huge warrantyIf we did that, we would charge the 150-300k that those features costHowever, we sell ours usually for 10-30kWe check them thoroughly and ensure that everything is working to standardsWe offer a return on any laser that doesn't perform once it arrives at its new homeWe operate fairly and we go above and beyond the standards of our industryThis complaint is a total waste of everyone's time involvedWe appreciate your help with the entire fiasco, and we hope we have shown our character clearlyThank you again.Sincerely,DrRhey M***, CEO Lasers for Cosmetics

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
This complaint is being filed due to a lack of response to multiple phone calls, emails and texts to both the business, DrM***'s cell phone, and his tech's cell phone, dates of which were listed in the original complaintWe acknowledge the sending of fuses and a small board piece, which was based on a guess on their part, a shot in the dark, not something they had actually discovered in person and knew for sure was the cause of the ceasing of the machine to function. The problem seemed to come when the above mentioned quick "guess fixes" didn't resolve the issue and from that point forward completely ignored all of our attempts at communicationMessages were left that stated we did not expect this repair to be free of charge to us, we simply wanted to speak with someone and get a tech to actually look at the machine instead of guessing and sending unnecessary partsI'm sure there was frustration on both party's sides, however as a business it is poor practice to ignore a customer after the sale, especially within such a short span of timeAgain, the many ignored calls and texts were asking for a tech to be sent to actually troubleshoot and discover the problem with the machine so that we could fix it and move forward; we stated many times we didn't expect this to be done for freeAs far as the machine that was taken as part of payment and referred to as "junk," could have easily been inspected by the tech who delivered and set up the machine we purchased instead of now being thrown out as some excuse for ignoring our many pleas for assistance.We have purchased many used machines in the past and never had issues with customer service after the saleAnyone can hide behind past sales performance and professionalism, but you are only good as your last.Due to all mentioned by each side, it seems obvious that we can not go forward with a working relationship for repair or referral of technicians to troubeshoot the issueDo we expect a complete refund? NoHowever we would like acknowledgement that this was a good deal gone bad and that this laser machine business isn't quite as shiny as portrayedIn fact, if I hadn't seen the Revdex.com image on their website, I woudn't have filed this complaint
Regards,
*** *** ***

Dear Revdex.com,     Thank you for your time with this matter. Thank you also for working with us regarding the email issue. We didn't receive word of the complaint until late last week.     Let us start from the beginning. This woman purchased this laser from us on October...

13th, 2017. We sold it to her for thousands less than our asking price with absolutely no warranty. In this industry, warranties are rare because of the tendency for clients to abuse them. We hand delivered this laser and let the buyer test it before they even paid for it. It met the standards, and the buyer then paid. She also traded in a laser with what she reported was a minor issue. The issue was anything but minor, and has turned into a massive loss for our company.     Three months later, we received word that her laser wasn't working properly. Again, with no warranty offered, we didn't have to do anything about this problem. However, being in the laser industry for 30 years and sincerely caring about our clientele, we tried to help anyway. We sent fuses when the issue appeared to be related, and we also sent expensive electronic boards, none of which we have received back in our possession. Additionally, we paid for her to speak to a qualified laser technician who assisted as best he could. When nothing worked, we finally reported that she will need to bring a laser tech into her facility to look over the laser and repair it.     Let me reiterate a few points here. We sell used lasers, not brand new items with a huge warranty. If we did that, we would charge the 150-300k that those features cost. However, we sell ours usually for 10-30k. We check them thoroughly and ensure that everything is working to standards. We offer a return on any laser that doesn't perform once it arrives at its new home. We operate fairly and we go above and beyond the standards of our industry. This complaint is a total waste of everyone's time involved. We appreciate your help with the entire fiasco, and we hope we have shown our character clearly. Thank you again.Sincerely,Dr. Rhey M[redacted], CEO Lasers for Cosmetics