Mastercool

We received your letter about the complaint submitted 8/29/2017, ID number [redacted] from a [redacted], in regard to our Hydra-Krimp model number 71500 Die Set. Below is Mastercool’s timeline of events, attached supporting evidence, and response to Customer’s...

Statement of the Problem. Mastercool was first contacted on 03/31/2016 by [redacted] via [redacted] where he initially stated his frustration with a product, per a phone discussion with a technician (please see attached file: [redacted] 3-31-16).  On 04/12/16 (same 3-31-16 attached file), Mastercool had kindly contacted him and requested his contact info, name/number etc. to be contacted by a supervising technician, so that we may have the opportunity to address his concerns.  Again, per same [redacted] conversation, it is evident that Mastercool never received a reply until 16 months later on 8/13/2017.  [redacted] apologized stating that he was in the hospital, and that was when we first received his contact information. We replied to [redacted] on August 21s hoping he was feeling much better and advised him that someone in our Technical Support Department will be contacting him soon.  I called [redacted] the following morning on August 22, 2017, where, according to our records, this was the first telephone call conversation Mastercool has had with [redacted], (6 years after the tool was sold).  He then admitted that he never contacted us because he contacted the distributor that sold him the ([redacted]).  For the record, we were also never contacted by [redacted] regarding this matter.  I also advised [redacted] that we have a (1) one year warranty on our products and that based on the circumstances, we would review his case and consider looking over the die sets. Our website also indicates Mastercool’s warranty policy ([redacted]  I then asked [redacted] to provide me with an email address so that I may email him instructions on how to ship the die sets to our testing lab, to determine whether it was a manufacturer’s defect, wear and tear, and/or negligence of the product, to which he replied on a few occasions (please see attached phil and [redacted] email correspondences of 8-22-17 and 8-25-17).  In addition to attached correspondences, [redacted] sent a number of abusive emails to other Mastercool employees (all attached), as well as a verbally abusive phone call to one of our Sales Managers.  Our sales manager had contacted [redacted] about 10 days ago to ease the situation. In response to [redacted]’s desired settlement:  The purchased tool’s serial number dates back to 5/23/11, more than six years ago!  Out of courtesy, Mastercool is willing to take the product back, to determine whether it was a manufacturer’s defect, wear and tear, and/or negligence of the product.  If there is any cost for repair, Mastercool will notify [redacted].  [redacted] will be responsible for the costs of repair. Mastercool hopes that above and attached facts/findings, clarifies Mastercool’s willingness to address Mr. [redacted]’s concerns over this matter. If there is anything else you need, please do not hesitate to contact me. Thank you, [redacted]Technical Support[redacted]
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