We apologize that the information for this case did not reach your officeIn regards to Mr [redacted] claim he was out of the warranty time frame for a repair based on our company policy This information was communicated and the customer escalated because he was not satisfied with our policy In spite of this policy we offered to have the item fixed however he would need to ship the unit to us at his costBased on the expense of cost to ship back to us he again did not want to pay for itHe threatened to go to the media based on his frustration by posting on Facebook and to bring a news crew to our site to publicly announce his frustrationIn order to go above and beyond and provide our customer a good experience we went ahead and shipped him a new unit at our cost as well as provide him with the brand new unit with another warrantyAfter sending the product to him he still went ahead and posted inaccurate information as to what had transpired with his situationHowever, we satisfied the need of our customer
I did have a conversation with the residence, but I spoke to a gentleman who identified as Mrs. [redacted]'s husband. I also identified myself per our protocol, and explained that we would be glad to refund it even though the customer field destroyed a brand new unit. I'm guessing as it was her husband and not her, when I said it would be refunded back to whatever method she paid with he said that would be okay, and that was the information I was working with. I reached out to Mrs [redacted] just a few minutes ago and left a voicemail, I will try them back on Friday to verify the card number as we can only refund to the card the order was placed on, otherwise we'll cut a check for the amount.
We apologize that the information for this case did not reach your office. In regards to Mr. [redacted] claim he was out of the warranty time frame for a repair based on our company policy....
This information was communicated and the customer escalated because he was not satisfied with our policy . In spite of this policy we offered to have the item fixed however he would need to ship the unit to us at his cost. Based on the expense of cost to ship back to us he again did not want to pay for it. He threatened to go to the media based on his frustration by posting on Facebook and to bring a news crew to our site to publicly announce his frustration. In order to go above and beyond and provide our customer a good experience we went ahead and shipped him a new unit at our cost as well as provide him with the brand new unit with another warranty. After sending the product to him he still went ahead and posted inaccurate information as to what had transpired with his situation. However, we satisfied the need of our customer.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Thank you so much for your efforts on my behalf.I did receive a 'phone call from LUMA COMFORT CORP. abouta week ago.It was early in the AM and it was a very quick call!The unidentified gentleman who called informed me that thetwo people I had dealt with were no longer with company.He then said that he would re-imburse my credit card for the fullamount of the purchase.Unfortunately he was 'gone' before I could tell him that my card number had changed!Attempts to reach LUMA by telephone have been unsuccessful.Could you please ask them to contact me once more.Thank you so much.Sincerely[redacted]
Regards,
[redacted]
Customer bought a blemished unit from [redacted] from stock already on hand at [redacted]. As we understood it from what she told my CSR, her daughter picked it up on clearance at [redacted]. Customer was by her own admission told it was a return from another customer that reported the item didn't...
work. When we explained to her that as she bought this from [redacted] and it was not a part of any recent order, that [redacted] would be responsible for replacing this item, she tried to say this was unacceptable and as the manufacturer we were responsible for replacing her unit despite the fact that we collected no monies for this item, [redacted] did. Then the receipt she provided did not have her as the buyer, nor did it even specifically show being a valid receipt for this item. The pricing does not match what we charge for this item, furthering our theory that this was a resold, "as-is" type of sale performed by [redacted]. It says clearly in our warranty policy that any item that is resold is voided for warranty purposes. We humbly ask that she be directed back to [redacted] for resolution of this, as they sold her this outside of the parameters put forth for our normal orders from [redacted]. If it was a legitimate order we fulfilled it would be shipped by us to the customer from our warehouse, not pulled from returned stock as they did. We included the picture of the receipt she provided us as proof that this receipt does nothing to prove that she even purchased our item with it.
We apologize that the information for this case did not reach your officeIn regards to Mr [redacted] claim he was out of the warranty time frame for a repair based on our company policy This information was communicated and the customer escalated because he was not satisfied with our policy In spite of this policy we offered to have the item fixed however he would need to ship the unit to us at his costBased on the expense of cost to ship back to us he again did not want to pay for itHe threatened to go to the media based on his frustration by posting on Facebook and to bring a news crew to our site to publicly announce his frustrationIn order to go above and beyond and provide our customer a good experience we went ahead and shipped him a new unit at our cost as well as provide him with the brand new unit with another warrantyAfter sending the product to him he still went ahead and posted inaccurate information as to what had transpired with his situationHowever, we satisfied the need of our customer
I did have a conversation with the residence, but I spoke to a gentleman who identified as Mrs. [redacted]'s husband. I also identified myself per our protocol, and explained that we would be glad to refund it even though the customer field destroyed a brand new unit. I'm guessing as it was her husband and not her, when I said it would be refunded back to whatever method she paid with he said that would be okay, and that was the information I was working with. I reached out to Mrs [redacted] just a few minutes ago and left a voicemail, I will try them back on Friday to verify the card number as we can only refund to the card the order was placed on, otherwise we'll cut a check for the amount.
We apologize that the information for this case did not reach your office. In regards to Mr. [redacted] claim he was out of the warranty time frame for a repair based on our company policy....
This information was communicated and the customer escalated because he was not satisfied with our policy . In spite of this policy we offered to have the item fixed however he would need to ship the unit to us at his cost. Based on the expense of cost to ship back to us he again did not want to pay for it. He threatened to go to the media based on his frustration by posting on Facebook and to bring a news crew to our site to publicly announce his frustration. In order to go above and beyond and provide our customer a good experience we went ahead and shipped him a new unit at our cost as well as provide him with the brand new unit with another warranty. After sending the product to him he still went ahead and posted inaccurate information as to what had transpired with his situation. However, we satisfied the need of our customer.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Thank you so much for your efforts on my behalf.I did receive a 'phone call from LUMA COMFORT CORP. abouta week ago.It was early in the AM and it was a very quick call!The unidentified gentleman who called informed me that thetwo people I had dealt with were no longer with company.He then said that he would re-imburse my credit card for the fullamount of the purchase.Unfortunately he was 'gone' before I could tell him that my card number had changed!Attempts to reach LUMA by telephone have been unsuccessful.Could you please ask them to contact me once more.Thank you so much.Sincerely[redacted]
Regards,
[redacted]
Customer bought a blemished unit from [redacted] from stock already on hand at [redacted]. As we understood it from what she told my CSR, her daughter picked it up on clearance at [redacted]. Customer was by her own admission told it was a return from another customer that reported the item didn't...
work. When we explained to her that as she bought this from [redacted] and it was not a part of any recent order, that [redacted] would be responsible for replacing this item, she tried to say this was unacceptable and as the manufacturer we were responsible for replacing her unit despite the fact that we collected no monies for this item, [redacted] did. Then the receipt she provided did not have her as the buyer, nor did it even specifically show being a valid receipt for this item. The pricing does not match what we charge for this item, furthering our theory that this was a resold, "as-is" type of sale performed by [redacted]. It says clearly in our warranty policy that any item that is resold is voided for warranty purposes. We humbly ask that she be directed back to [redacted] for resolution of this, as they sold her this outside of the parameters put forth for our normal orders from [redacted]. If it was a legitimate order we fulfilled it would be shipped by us to the customer from our warehouse, not pulled from returned stock as they did. We included the picture of the receipt she provided us as proof that this receipt does nothing to prove that she even purchased our item with it.