Magic Wand Company

This is Bryan P*** from Magic Wand Company. I am responding regarding a complaint filed to the Revdex.com from my customer. The ID # for the complaint is: ***Magic Wand Company and the complainant's relationship began on February 24th when he purchased a *** Escape Electric Truck
Mount (ETM). Shortly after receiving the machine, the complainant notified me that the vacuum motors were not working properly. After troubleshooting the issue over the phone and not resolving the problem we told the complainant to bring the machine in for servicing so that the proper warranty work could be administered. Typically, this leads to the customer having no out of pocket cost to fix the problem if the warranty covers it and is Magic Wand Company protocol when dealing with warranty work. *** was unwilling to bring the ETM to our service center and also decided to hire an outside source to look at the wiring. Even after complainant's Electrician worked on it, the problem persisted. Then, complainant decided that he wanted the ETM to go back to *** in exchange for other products from *** This is not typical company policy of Magic Wand Company, but we went above and beyond our policy for complainant. Shipping to the complainant and shipping back to *** was all covered by Magic Wand Company. This is also not our company policy; shipping back is on the customer. After *** received the ETM back and performed diagnostics they deemed the ETM was tampered with and that it was improperly used. Warranty work was not covered. Magic Wand Company absorbed the shipping costs to and from the complainant as well as the cost of fixing the machine.A full credit was issued to complainant for the ETM, even though that it was determined by *** that it was user error. On March 28th Magic Wand shipped new items to the complainant: 1.) *** LTDSpeedster, 2.) *** Air Hog, and 3.) *** Bentley Carpet Wand. On March 30th the exchanged items were shipped to the complainant. Months passed and the complainant called regarding his new machine having issues. My first documented time frame is on June 27th 2016. The unit having issues had another motor problem upon hearing the description of the issues from the complainant. However, these issues need to be assessed in a proper service center before Magic Wand Company can get warranty work granted by the manufacturer. We simply apologized for the issues and requested getting the machine into our service center to assess the issue. Again, the complainant wasn't willing to get the machine to the service center. Without a service center seeing the machine first hand, getting warranty parts covered takes longer and typically doesn't even happen. Magic Wand Company continued to request the machine be brought in for diagnostics. The Complainant wanted a refund at this point. However, Magic Wand policy excludes machines in our return/refund policy. Rather, we warranty any issues that may arise and take care of the customer to the best of our ability. At this point the complainant wanted to drop off the LTD (one of the machines). I advised him that I would try my best to work on refunding the money, but I would have to speak to my boss. I also advised him that dropping off the machine was not the best action to take, unless he was dropping it off to get serviced to take care of the warranty workNo return authorization was issued at any time.The complainant showed up to Magic Wand Company NJ on 7-7-and dropped off all products. Originally he had only expressed disinterest in the LTD 3. Going above and beyond for the complainant, we credited all items, including the shipping charges we paid. The credit totaled $4447.00. We did this after spending hundreds and hundreds of dollars on shipping and service work. Also hundreds of dollars of man hours to try and resolve the problem. We also told ***, that we were willing to fix the machine so he could pick them up. Magic Wand Company believes after speaking to the manufacturer and the complainant that the incorrect gauge cord was used with these machines causing damage to the motors. When using an extension cord to extend the cord on a machine, a proper gauge cord must be used (stated in the manual for all machines and well known OSHA guidelines) if this is not done, then the result is what is shown in the video of our inspection. You can actually even see that the cord is different in the video that complainant provided (video of the machine smoking)This is also verified by a Fire Forensic Specialist and confirmed by ***, the manufacturer of the machine.Specific OSHA regulation: Paragraph 1910.303(a), electrical conductors and equipment are acceptable for use in the workplace only if approvedAn electrical appliance which is certified by a NRTL is considered to be approved by the Occupational Safety and Health Administration (OSHA) as long as it is used in accordance with the condition(s) of NRTL certificationReplacing the existing cord (with a longer cord, perhaps 15-feet long) is a violation of the NRTL certification of the applianceFlexible cords and cables may not be used as a substitute for the fixed wiring of a structureA new receptacle, readily accessible to the fan, must be provided.Furthermore, when servicing a machine as such, OSHA paragraph (c)(1) states: Use. Only qualified person may perform testing work on electric circuits or equipment.No proof has been provided by complainant to prove that the Electrician that complainant hired met the above requirement.More detailed information on fire prevention and the role proper cords play in that can be found here: Fire Prevention UC Davis Here is correspondence from the Manufacturer regarding the ETM:"My name is Mariya and I am the warranty the department here at *** productsI wanted to touch base with you about an ETM that we have repaired for a customer of Magic WandLet me give you some background on this ETMThis originally was sold by Magic Wand to a customer named *** *** *** said that there was something wrong with the pump when he received the machineHe chose to have his own electrician come in and look at the ETMThe electrician said it was wired incorrectly and *** had him do some rewiring to the ETMBryan had been working on this issue with me regarding this customers.*** *** eventually decided he wanted to return the machine. Bryan accepted the return and as a courtesy we had offered to look at the ETM and make any necessary repairs needed, with the understanding that this ETM was to be returned to Magic Wand upon completionWe have since received the ETM and wired it back to its original wiringI have contacted Bryan and he said he would get back to me and let me know where I could send this ETM, to date, I have yet to be given a location to send the ETM back to*** had not agreed to take back this ETM only go through it and see if anything was in fact wrong with it and the only issue it had was the fact that the wiring had been changed."Finally, Magic Wand Company sells and services *** machines and is not the manufacturer of them. Video furnished by complainant showing the machine smoking and evidence of usage of an electrical cord that was not provided for use with the machine:https://www.youtube.com/watch?v=BWUReZhSYb0&authuser=0https://www.youtub...⇄

Complaint: ***
I am rejecting this response because:
After reading the lies and having text messages from multiple people at the company this complaint is against, we feel that this is better handled in court and will be proceeding forward
Regards,
*** ***