Hello,I see that the customer reached out via email yesterday I was unable to locate the warranty registration in the customer's name The Marey policy states that in order for the warranty to be valid, the customer must register their heater within days from the date of purchase At this time, the customer is now outside of the grace period to be able to register the heater and is not covered under the warrantyThus, the customer is not entitled to any warranty replacement Additionally, a heater is only replaced under warranty after it has been received by the repair center, tested by the in house technician and determined to be defective or damaged beyond repairOtherwise, the heater would be repaired under warranty and sent back to the customer The warranty policy does not cover shipping charges and the customer would be responsible for all associated shipping costs Marey does have a "Good Faith" policy for the first days after date of purchaseShould the tankless hot water heater show any signs of damage or defect within the first days, the customer should reach out to Marey and we can process a replacement heater or parts at no cost to the customerThis customer states that the unit has leaked since installation, however I do not show any indication that the customer attempted to contact Marey within days from his date of purchase In a situation such as this, where the customer is not covered under the warranty, the Customer Service Center will work with the customer to determine what part has failed and agree upon the best course of action based on the customer's needs We will be responding directly to the customer from this point forward to come to an agreeable resolutionBest Regards, [redacted]
I just responded to the email the customer sent on 11/with the following message: I am very sorry for the delay in responding to you request It sounds like your unit is no longer detecting the flow of water going through itBelow are some trouble shooting steps you can performI would start by focusing on step #4, as I feel this is most likely the problem At this time, we do not have very many photos with instructions on troubleshooting the [redacted] ECOI am modify the troubleshooting steps we have for the ECO180, because it is the closest to the model you currently haveBelow are some troubleshooting steps to follow to determine if your unit is working properlyThere is also a video link for trouble shooting and repairs First, let's determine that your unit is receiving proper powerPlease confirm that you are using the proper breakerThis unit requires double pole amp breaker(See Photo Attached) We have found that the space saver breakers (the thin ones) do not provide consistent results with these unitsWe recommend the full size breakersOnce you determine that you have the proper breakers, double check that the wiring is correct and secureWhen you remove the front cover, please be cautious to not rip or damage the ribbon cable that attaches the display to the circuit boardOnce you have determined that the wiring is correct and secure in the terminals, if you have a multimeter handy, check to ensure that the unit is displaying the proper voltage readout (see attached photo labeled "Eco multimeter testing diagram")Next, check the overheat sensorsI have attached a photo of the overheat sensorIf you are able to push the button down you will also hear an audible click and you have just reset the unitIf they do not press down, the the sensors did not trip and this is not the issueCheck that the ribbon cable attaching the display to the circuit board does not show any signs of damageBadly crimped or bent wires may indicate an issue with information properly relaying from the board to the displayYou can remove the cable from the board completely, check that none of the pins are bentReconnect the cableNext, shut off the water supply to the unitTurn on a hot water fixture to drain out any water existing in the unitDisconnect the water inlet and water outlet linesHave a towel or bucket ready for any water that may drain outCheck the white, plastic screen located inside the cold water inlet pipeIf there is any sign of debris or build up, thoroughly clean itThen check the impeller to be sure that it is spinning and sensing the water flowTo check the impeller, you have to blow air into the water inletThe best results come from actually putting your mouth to the inlet and blowing air directly into the fitting (I know it sounds silly, but even the most professional installers have done this.)If the impeller is working you will hear a whirring sound (much like a kazoo) for the entire time air is being blown into the unitIf the impeller is not working, you will not hear any noise or the noise may begin and then stop suddenly The [redacted] in house technician has recently completed the installation and adjustments video for the ECOI am including the link for the YouTube video below Settings and Adjustments: https://www[redacted] Trouble Shooting and Repair: https://www[redacted] Please let me know if you have any questions or concerns prior to troubleshootingLet me know the results of the troubleshooting so we can move forward as necessaryThank you Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: I was never told that the system was purchased in my sister name until I talked to *** in Dec I purchased this unit not my sister I went to your dealer [redacted] Toncray house on Feb17, and paid her cash My sister was living with me at the time, was trying to help me, she found this unit online as a return from someone else and [redacted] was trying to sell it My sister had talked to [redacted] on the phone regarding it that's all [redacted] must have put the warranty in [redacted] 's nameBut the address on the warranty is and has been my home address for over yearsPlease check with your dealer and she will confirm that I gave her the cash and picked up the unit that same dayIf you would like my sister just moved out of my home and can confirm this and all the problems we have had with this unit as well I was not able to install the unit until Augas the Marey Dealer [redacted] told me the day I purchased the unit, that I would have to have double walled stainless steel venting for this unit [redacted] was great in helping us but it still took me months after I found a dealer to get the venting Marey required I don't understand how Marey can sell these units and not sell the venting to install themThis made it impossible to install the unit with in the day window they give you to return itAlso I was not past the months return policy when I first contact the dealer regarding the problems I had been having with the unit and was told at that time that I could not return it and could only have it repairedSo I tried again to fix the on-demand water heater with the instructions that they emailed me I could not get this system to work and would have to turn it on for seconds the turn if off for seconds about plus times to get it to light and even then I never had hot waterI would never have went without hot water during the Christmas Season on purpose, I had guests and had to heat water on the stove to wash my dishesI had no choice but to purchase a tank water heater and have it installed after the New Year, because I could not get this system to workI have done everything I can as a customer to fix this unit before I sent it back and I have no use for it now and in good conscience could not re-sell this unit to someone else and put them through the nightmare that this has been for me and my family Regards, [redacted] ***
The proper procedure for returning a Marey product for refund would be to first contact the seller and ensure that the customer is still within the return policyThen the seller or customer can reach out to Marey for return instructionsI was notified by the seller, ***, that the customer was outside of the return policy and had opened a PayPal claim [redacted] stated that because PayPal had already refunded the customer, that the heater should be returned and at that time requested that the unit be returned to the Marey customer service center in TexasHowever, [redacted] eventually had the case with PayPal reversed and the money removed from the customers account because the customer still had possession of the productThe customer has the product, the seller has their paymentThe seller is refusing to offer a refund outside of the return policyWe cannot, in good faith, accept a customers product knowing that they will not be granted a refund from the sellerFurthermore, Marey only has a day return policyIf the customer would like to perform troubleshooting or have technical support provided, that is something we can facilitateHowever, we cannot accept a unit, returned for refund, that will not be refunded Best, [redacted]
This customer sent two emails yesterday 09/about two hours apartWe receive many email requests through out the dayI have responded to his email request with the following message: Hi ***,I am very sorry you were not able to reach anyone by phoneIn order to return your unit for a refund, please return the unit to :Marey Returns [redacted] **Bastrop, TX 78602RMA# [redacted] Please make sure that the order name, as well as the RMA number are clearly visible on the outside of the packageOnce the unit arrives here, a memo will be sent to your E-Commerce seller advising them of your returnThe refund is issued to you from your E-Commerce seller, not MareyThe process generally takes - weeksPlease let me know if you have any questions Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: The tracking number that is being provided my bank has no idea what that is Surely someone from Marey can call the bank to find out what is needed I provided the Wire and EDI info please call Bank of North Georgia at [redacted] to track and find out how to properly transfer funds to my account Regards, [redacted]
This customers purchase was made on 5/6/2013, per the attachmentHis registration was not complete within days, per the attachment, he completed it on 1/27/Also, the particular unit info attached, shows that the unit needs amps, which will require a amp breakerTo offer a faster form of customer service, we always offer to send the part needed to the customer in the hopes that it will solve their issue without the customer needing to send the unit in for repairThis does not always solve the issue unfortunatelyI spoke to this customer personally and advised him I would be more than willing to work with him on pricingIf the repair cannot be done by sending out parts, then we can absolutely repair the unit on site
Responded to customer's email with the following message: Hi [redacted] I am so sorry for the delayed responseYour unit is finished being repaired and is ready to be shipped backBecause of the delay and lack of response I will be returning the repaired unit to you free of chargeCan you please provide me with the best shipping address to be used? Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:The tracking number that is being provided my bank has no idea what that is Surely someone from Marey can call the bank to find out what is needed I provided the Wire and EDI info please call Bank of North Georgia at [redacted] to track and find out how to properly transfer funds to my account Regards, [redacted]
I spoke to this customer personally on 1/8/He advised me that his unit was having an issue and we agreed that it should be sent in for repairI also advised the customer that as he did not register his unit in the warranty program, he would not be covered under the warranty policy, but as a courtesy, I would be willing to work with him on the fees associatedThe customers unit arrived here on 1/13/Our technician mounted the unit and discovered that due to the several attempts as resetting the unit, it had burned out the heating element and could only be replacedThe particular unit the customer has, ranges in price, starting at $The customer was billed a replacement fee of $and the shipping fee of $This customer paid a total of $for a brand new unit, when in all actuality, he had not registered his original unit in the warranty program and therefore was liable to pay all fees associated to replace his unit with a brand new unit at the regular priceAs a courtesy, I lowered the price for this customer to receive a brand new unit
I have been keeping tabs with our accounting department about this claimThis is the most recent communication I have receivedI received this message today at 12:CST" I talked to the bank representative todayShe asked me for one more day to check what happened with this transferIf this is not solved by Monday I´ll ask her to send a new transfer or check for usI´ll keep you posted." We are still trying to figure out what has happened here
Hello [redacted] , I am sorry I missed the email from the you in which the customer is continuing to refuse to mark my response as satisfactoryI had been corresponding directly with the customer and he has in fact received email communication from me, as indicated in the messages belowCustomer Oct 21:I have replaced the unit alreadyYour company needs more employees apparentlyCustomer service is horrendousSorry Sent from Yahoo Mail on Android From:"Marey International, LLC" Date:Wed, Oct 28, at 6:PM Subject:[Marey International, LLC ] Re: Warranty claim Customer Service Oct 16:Hi ***, A leak from the discharge valve can typically be remedied by insuring the o ring is not damaged and that the discharge valve is fully installed into the water valve assemblyIf it is leaking from the bottom of the discharge valve, you can tighten the screw located inside the tube itselfWhat size heater did you have in mind for an upgrade? Best Regards, [redacted] Customer Service Associate [redacted] [redacted] www.marey.com Note: For the year warranty to be valid, the unit must be registered within days of the purchase dateYou may register the warranty online by going to the following address: www.marey.com and click the "warranty registration" link at the bottom of the pageCustomer Oct 13:Well, I tried to reach your office again at both numbers with no luckI know what your policy is, well now at leastAs I stated before we had just opened the box for installation a cpl weeks ago to install this heaterIf this simple mishap is all it takes for your company to back out of a warranty for a defective item I don't want another one of your heatersAnd getting a hold of someone is impossibleDo not think this will not be on Revdex.com's business siteAnd I am thinking about making an online youtube review of your warranty, damaged item, and terrible customer serviceIf this is what you want please do not respondIf you are interested in fixing this and getting us a good heaterThen please call [redacted] to reach meThat is my cell number so I can answer your questions right away instead of playing phone tagThis couldn't have come at a worse time for meI really want this heater replaced as it is leaking into the floorI am either buying another companies heater first thing monday or receiving a phone call to replace this one by thenThanks [redacted] On Monday, October 19, 1:PM, "Marey International, LLC" wrote: Customer Service Oct 11:Hi ***, I called the number provided in the signature of your email and was told you are currently unavailablePlease give me a call at your earliest convenience so we can discuss what options are available to you at this timeWe are a small officeToday there are only two of us available to answer the phonesIf you are unable to get through, it is because we are on the other linePlease shoot me a quick email when you have some free time and I would be happy to call you back on whatever number you would like to provideThank youBest Regards, [redacted] Customer Service Associate [redacted] [redacted] www.marey.com Note: For the year warranty to be valid, the unit must be registered within days of the purchase dateYou may register the warranty online by going to the following address: www.marey.com and click the "warranty registration" link at the bottom of the pageCustomer Oct 09:I have a unit that was just installed a week ago but it is leakingWe have had the unit for about three months nowI talked with a ron who said this would not be an issue and to speak with Jenn who handles these claims at MareyIt is leaking from the water purge unit and yes it has been tightened downWe also have a concern about the flow of the unit and he said that it would be no big deal to upgrade the unit and pay the difference at the same time as the warranty claimCan you please have someone call meI cannot get through on the phone numberAnd have left messages.Thanks The Marey warranty policy does not allow for upgrades or exchanges outside of the sellers return policyThe customers seller’s return policy is daysThe customers date of purchase was 7/28/The warranty policy only covers replacement parts or repair for parts that have failed due to a manufactures defectNothing in our correspondence indicated that the heater was defective due to a manufactures defectI request that the statues of this case be changed to resolvedThe customer was unwilling to participate the in conversation, aside from indicating that our service was poor and they are displeasedThank you
Dear Mr***,I apologize for [redacted] not being able to provide you with more information in regards to your purchase We are the customer service center, however, in the interest of security for our customers, we do not have access to your information that was entered to our website for ordering (i.ecredit card information) Our company uses shipping warehouses to ship units all over the country, and even across the globe When a customer contacts us in regards to an order, we have access to the shipping history of these shipping warehouses, and so we can find out what unit was order, who the carrier was, and what date the unit shipped We merely provide customer technical support, and repair units in our facility here in Texas currently I have attached a screenshot of the order page from Shipwire (our shipping warehouse company), as this is the only information that we have access to here at the service centerPlease contact your bank or credit card company and discover what card this purchase was made on, as you may be a victim of identity theft, and may need to have your bank or credit card company issue a new card as there may be other unauthorized purchases being made on this card Once we receive the unit at our Texas warehouse, we will be able to process the refund to you Best Regards, [redacted] ***Marey US Service Center [redacted]
Hello,I see that the customer reached out via email yesterday I was unable to locate the warranty registration in the customer's name The Marey policy states that in order for the warranty to be valid, the customer must register their heater within days from the date of purchase At this time, the customer is now outside of the grace period to be able to register the heater and is not covered under the warrantyThus, the customer is not entitled to any warranty replacement Additionally, a heater is only replaced under warranty after it has been received by the repair center, tested by the in house technician and determined to be defective or damaged beyond repairOtherwise, the heater would be repaired under warranty and sent back to the customer The warranty policy does not cover shipping charges and the customer would be responsible for all associated shipping costs Marey does have a "Good Faith" policy for the first days after date of purchaseShould the tankless hot water heater show any signs of damage or defect within the first days, the customer should reach out to Marey and we can process a replacement heater or parts at no cost to the customerThis customer states that the unit has leaked since installation, however I do not show any indication that the customer attempted to contact Marey within days from his date of purchase In a situation such as this, where the customer is not covered under the warranty, the Customer Service Center will work with the customer to determine what part has failed and agree upon the best course of action based on the customer's needs We will be responding directly to the customer from this point forward to come to an agreeable resolutionBest Regards, [redacted]
I just responded to the email the customer sent on 11/with the following message: I am very sorry for the delay in responding to you request It sounds like your unit is no longer detecting the flow of water going through itBelow are some trouble shooting steps you can performI would start by focusing on step #4, as I feel this is most likely the problem At this time, we do not have very many photos with instructions on troubleshooting the [redacted] ECOI am modify the troubleshooting steps we have for the ECO180, because it is the closest to the model you currently haveBelow are some troubleshooting steps to follow to determine if your unit is working properlyThere is also a video link for trouble shooting and repairs First, let's determine that your unit is receiving proper powerPlease confirm that you are using the proper breakerThis unit requires double pole amp breaker(See Photo Attached) We have found that the space saver breakers (the thin ones) do not provide consistent results with these unitsWe recommend the full size breakersOnce you determine that you have the proper breakers, double check that the wiring is correct and secureWhen you remove the front cover, please be cautious to not rip or damage the ribbon cable that attaches the display to the circuit boardOnce you have determined that the wiring is correct and secure in the terminals, if you have a multimeter handy, check to ensure that the unit is displaying the proper voltage readout (see attached photo labeled "Eco multimeter testing diagram")Next, check the overheat sensorsI have attached a photo of the overheat sensorIf you are able to push the button down you will also hear an audible click and you have just reset the unitIf they do not press down, the the sensors did not trip and this is not the issueCheck that the ribbon cable attaching the display to the circuit board does not show any signs of damageBadly crimped or bent wires may indicate an issue with information properly relaying from the board to the displayYou can remove the cable from the board completely, check that none of the pins are bentReconnect the cableNext, shut off the water supply to the unitTurn on a hot water fixture to drain out any water existing in the unitDisconnect the water inlet and water outlet linesHave a towel or bucket ready for any water that may drain outCheck the white, plastic screen located inside the cold water inlet pipeIf there is any sign of debris or build up, thoroughly clean itThen check the impeller to be sure that it is spinning and sensing the water flowTo check the impeller, you have to blow air into the water inletThe best results come from actually putting your mouth to the inlet and blowing air directly into the fitting (I know it sounds silly, but even the most professional installers have done this.)If the impeller is working you will hear a whirring sound (much like a kazoo) for the entire time air is being blown into the unitIf the impeller is not working, you will not hear any noise or the noise may begin and then stop suddenly The [redacted] in house technician has recently completed the installation and adjustments video for the ECOI am including the link for the YouTube video below Settings and Adjustments: https://www[redacted] Trouble Shooting and Repair: https://www[redacted] Please let me know if you have any questions or concerns prior to troubleshootingLet me know the results of the troubleshooting so we can move forward as necessaryThank you Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: I was never told that the system was purchased in my sister name until I talked to *** in Dec I purchased this unit not my sister I went to your dealer [redacted] Toncray house on Feb17, and paid her cash My sister was living with me at the time, was trying to help me, she found this unit online as a return from someone else and [redacted] was trying to sell it My sister had talked to [redacted] on the phone regarding it that's all [redacted] must have put the warranty in [redacted] 's nameBut the address on the warranty is and has been my home address for over yearsPlease check with your dealer and she will confirm that I gave her the cash and picked up the unit that same dayIf you would like my sister just moved out of my home and can confirm this and all the problems we have had with this unit as well I was not able to install the unit until Augas the Marey Dealer [redacted] told me the day I purchased the unit, that I would have to have double walled stainless steel venting for this unit [redacted] was great in helping us but it still took me months after I found a dealer to get the venting Marey required I don't understand how Marey can sell these units and not sell the venting to install themThis made it impossible to install the unit with in the day window they give you to return itAlso I was not past the months return policy when I first contact the dealer regarding the problems I had been having with the unit and was told at that time that I could not return it and could only have it repairedSo I tried again to fix the on-demand water heater with the instructions that they emailed me I could not get this system to work and would have to turn it on for seconds the turn if off for seconds about plus times to get it to light and even then I never had hot waterI would never have went without hot water during the Christmas Season on purpose, I had guests and had to heat water on the stove to wash my dishesI had no choice but to purchase a tank water heater and have it installed after the New Year, because I could not get this system to workI have done everything I can as a customer to fix this unit before I sent it back and I have no use for it now and in good conscience could not re-sell this unit to someone else and put them through the nightmare that this has been for me and my family Regards, [redacted] ***
The proper procedure for returning a Marey product for refund would be to first contact the seller and ensure that the customer is still within the return policyThen the seller or customer can reach out to Marey for return instructionsI was notified by the seller, ***, that the customer was outside of the return policy and had opened a PayPal claim [redacted] stated that because PayPal had already refunded the customer, that the heater should be returned and at that time requested that the unit be returned to the Marey customer service center in TexasHowever, [redacted] eventually had the case with PayPal reversed and the money removed from the customers account because the customer still had possession of the productThe customer has the product, the seller has their paymentThe seller is refusing to offer a refund outside of the return policyWe cannot, in good faith, accept a customers product knowing that they will not be granted a refund from the sellerFurthermore, Marey only has a day return policyIf the customer would like to perform troubleshooting or have technical support provided, that is something we can facilitateHowever, we cannot accept a unit, returned for refund, that will not be refunded Best, [redacted]
This customer sent two emails yesterday 09/about two hours apartWe receive many email requests through out the dayI have responded to his email request with the following message: Hi ***,I am very sorry you were not able to reach anyone by phoneIn order to return your unit for a refund, please return the unit to :Marey Returns [redacted] **Bastrop, TX 78602RMA# [redacted] Please make sure that the order name, as well as the RMA number are clearly visible on the outside of the packageOnce the unit arrives here, a memo will be sent to your E-Commerce seller advising them of your returnThe refund is issued to you from your E-Commerce seller, not MareyThe process generally takes - weeksPlease let me know if you have any questions Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: The tracking number that is being provided my bank has no idea what that is Surely someone from Marey can call the bank to find out what is needed I provided the Wire and EDI info please call Bank of North Georgia at [redacted] to track and find out how to properly transfer funds to my account Regards, [redacted]
This customers purchase was made on 5/6/2013, per the attachmentHis registration was not complete within days, per the attachment, he completed it on 1/27/Also, the particular unit info attached, shows that the unit needs amps, which will require a amp breakerTo offer a faster form of customer service, we always offer to send the part needed to the customer in the hopes that it will solve their issue without the customer needing to send the unit in for repairThis does not always solve the issue unfortunatelyI spoke to this customer personally and advised him I would be more than willing to work with him on pricingIf the repair cannot be done by sending out parts, then we can absolutely repair the unit on site
Responded to customer's email with the following message: Hi [redacted] I am so sorry for the delayed responseYour unit is finished being repaired and is ready to be shipped backBecause of the delay and lack of response I will be returning the repaired unit to you free of chargeCan you please provide me with the best shipping address to be used? Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:The tracking number that is being provided my bank has no idea what that is Surely someone from Marey can call the bank to find out what is needed I provided the Wire and EDI info please call Bank of North Georgia at [redacted] to track and find out how to properly transfer funds to my account Regards, [redacted]
I spoke to this customer personally on 1/8/He advised me that his unit was having an issue and we agreed that it should be sent in for repairI also advised the customer that as he did not register his unit in the warranty program, he would not be covered under the warranty policy, but as a courtesy, I would be willing to work with him on the fees associatedThe customers unit arrived here on 1/13/Our technician mounted the unit and discovered that due to the several attempts as resetting the unit, it had burned out the heating element and could only be replacedThe particular unit the customer has, ranges in price, starting at $The customer was billed a replacement fee of $and the shipping fee of $This customer paid a total of $for a brand new unit, when in all actuality, he had not registered his original unit in the warranty program and therefore was liable to pay all fees associated to replace his unit with a brand new unit at the regular priceAs a courtesy, I lowered the price for this customer to receive a brand new unit
I have been keeping tabs with our accounting department about this claimThis is the most recent communication I have receivedI received this message today at 12:CST" I talked to the bank representative todayShe asked me for one more day to check what happened with this transferIf this is not solved by Monday I´ll ask her to send a new transfer or check for usI´ll keep you posted." We are still trying to figure out what has happened here
Hello [redacted] , I am sorry I missed the email from the you in which the customer is continuing to refuse to mark my response as satisfactoryI had been corresponding directly with the customer and he has in fact received email communication from me, as indicated in the messages belowCustomer Oct 21:I have replaced the unit alreadyYour company needs more employees apparentlyCustomer service is horrendousSorry Sent from Yahoo Mail on Android From:"Marey International, LLC" Date:Wed, Oct 28, at 6:PM Subject:[Marey International, LLC ] Re: Warranty claim Customer Service Oct 16:Hi ***, A leak from the discharge valve can typically be remedied by insuring the o ring is not damaged and that the discharge valve is fully installed into the water valve assemblyIf it is leaking from the bottom of the discharge valve, you can tighten the screw located inside the tube itselfWhat size heater did you have in mind for an upgrade? Best Regards, [redacted] Customer Service Associate [redacted] [redacted] www.marey.com Note: For the year warranty to be valid, the unit must be registered within days of the purchase dateYou may register the warranty online by going to the following address: www.marey.com and click the "warranty registration" link at the bottom of the pageCustomer Oct 13:Well, I tried to reach your office again at both numbers with no luckI know what your policy is, well now at leastAs I stated before we had just opened the box for installation a cpl weeks ago to install this heaterIf this simple mishap is all it takes for your company to back out of a warranty for a defective item I don't want another one of your heatersAnd getting a hold of someone is impossibleDo not think this will not be on Revdex.com's business siteAnd I am thinking about making an online youtube review of your warranty, damaged item, and terrible customer serviceIf this is what you want please do not respondIf you are interested in fixing this and getting us a good heaterThen please call [redacted] to reach meThat is my cell number so I can answer your questions right away instead of playing phone tagThis couldn't have come at a worse time for meI really want this heater replaced as it is leaking into the floorI am either buying another companies heater first thing monday or receiving a phone call to replace this one by thenThanks [redacted] On Monday, October 19, 1:PM, "Marey International, LLC" wrote: Customer Service Oct 11:Hi ***, I called the number provided in the signature of your email and was told you are currently unavailablePlease give me a call at your earliest convenience so we can discuss what options are available to you at this timeWe are a small officeToday there are only two of us available to answer the phonesIf you are unable to get through, it is because we are on the other linePlease shoot me a quick email when you have some free time and I would be happy to call you back on whatever number you would like to provideThank youBest Regards, [redacted] Customer Service Associate [redacted] [redacted] www.marey.com Note: For the year warranty to be valid, the unit must be registered within days of the purchase dateYou may register the warranty online by going to the following address: www.marey.com and click the "warranty registration" link at the bottom of the pageCustomer Oct 09:I have a unit that was just installed a week ago but it is leakingWe have had the unit for about three months nowI talked with a ron who said this would not be an issue and to speak with Jenn who handles these claims at MareyIt is leaking from the water purge unit and yes it has been tightened downWe also have a concern about the flow of the unit and he said that it would be no big deal to upgrade the unit and pay the difference at the same time as the warranty claimCan you please have someone call meI cannot get through on the phone numberAnd have left messages.Thanks The Marey warranty policy does not allow for upgrades or exchanges outside of the sellers return policyThe customers seller’s return policy is daysThe customers date of purchase was 7/28/The warranty policy only covers replacement parts or repair for parts that have failed due to a manufactures defectNothing in our correspondence indicated that the heater was defective due to a manufactures defectI request that the statues of this case be changed to resolvedThe customer was unwilling to participate the in conversation, aside from indicating that our service was poor and they are displeasedThank you
Dear Mr***,I apologize for [redacted] not being able to provide you with more information in regards to your purchase We are the customer service center, however, in the interest of security for our customers, we do not have access to your information that was entered to our website for ordering (i.ecredit card information) Our company uses shipping warehouses to ship units all over the country, and even across the globe When a customer contacts us in regards to an order, we have access to the shipping history of these shipping warehouses, and so we can find out what unit was order, who the carrier was, and what date the unit shipped We merely provide customer technical support, and repair units in our facility here in Texas currently I have attached a screenshot of the order page from Shipwire (our shipping warehouse company), as this is the only information that we have access to here at the service centerPlease contact your bank or credit card company and discover what card this purchase was made on, as you may be a victim of identity theft, and may need to have your bank or credit card company issue a new card as there may be other unauthorized purchases being made on this card Once we receive the unit at our Texas warehouse, we will be able to process the refund to you Best Regards, [redacted] ***Marey US Service Center [redacted]