Monster, Inc.

Our returns department is in a shared building with ***The tracking # ***, shows delivered Mon 8/21/12:pm & signed for by "***"Unfortunately, we do not have an employee by the name of "***"Perhaps the package was misdelivered to the *** dock instead of
MonsterPlease contact *** for the whereabouts of the packageWe cannot be responsible for a delivery error made by the carrier

Initial Business Response /* (1000, 5, 2015/10/01) */
Currently there is no record of any previous communication with this customer
The customer can call our toll free number at XXX-XXX-XXXX or email ***@monsterproducts.com and we will be happy to at least test the power centerWe
will send the necessary claim documents and the address where the power center will need to be sent
We ask that all documents be sent in prior to testing but we understand that sometimes more time is needed to obtain documents
To move forward with the warranty claim after testing however we do require that all customers provide a valid proof of purchase so we can verify the store and date of purchase
If the customer no longer has the original receipt they can contact the store where they purchased the equipmentSome stores can provide a copy of the receipt

Attached are the test results for the powercenterIt passed all the tests and was not found to be defective

Initial Business Response /* (1000, 7, 2015/11/13) */
Per our warranty claim process, we took in all information and the power unit involved
The claim was processed in and the unit test different times upon the customer's requestEach test resulting in the unit passing *** to still be
working to spec, so the monster power unit was not the fault of the Mr***'s damaged equipment as explained to him
Monster was still willing to compensate the Mr*** with a goodwill amount of $to assist with his situation but he promptly rejected, continuing to state we should pay him the full amount he is claiming
Monster is still willing to pay out the goodwill of $but can not offer anything further as our product was not the fault of this situation
The results are attached along will all documentation in regards to Mr*** warranty claim JGGXXXXX
Initial Consumer Rebuttal /* (3000, 9, 2015/11/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept Monster's response, nor will I accept a "goodwill" reimbursement that requires me to sign a release indemnifying them of their responsibility and does not cover the cost of my repairs and replacement
According to Monster Power's Limited Connected Equipment Warranty, "MONSTER Cable Products will replace, or, at its option, pay to repair or pay the fair market value of equipment that is damaged by an AC power, cable, telephone or lighting surge while connected to a properly installed Monster Cable Products surge protector for a period of five years form the date of purchase."
The opinion derived by Monster's testing does nothing to negate the FACT, THAT WHILE PROPERLY UTILIZING THE MONSTER POWER CENTER (SURGE PROTECTOR) I SUFFERED CATASTROPHIC DAMAGE TO MY AUDIO VISUAL EQUIPMENT
My equipment was PROPERLY connected to the Monster surge protector and to be sure that it was not a disqualifying event, I had both an electrician and the cable company inspect my phone/coax and the outlet itself to verify that it was indeed grounded properly
MONSTER HAS GIVEN ME NO SCIENTIFIC EXPLANATION THAT COULD EXPLAIN HOW MY EQUIPMENT WAS DAMAGED WHILE PLUGGED INTO THEIR SURGE PROTECTOR, BECAUSE THERE IS NO EXPLANATIONI did everything right with this claim, went through the prescribed channels, and went above and beyondThere is nothing goodwill about their offer
I refuse to release them of their OBLIGATION to honor their warrantyI am only asking for what is right
I paid the premium for Monster products for the warranty they advertise -that's itMonster needs to be held accountable for its advertising and its PROMISE to its customers!
Final Business Response /* (4000, 11, 2015/12/04) */
We stand by our original statement and position in this matterAll information and documents have been provided
Final Consumer Response /* (4200, 13, 2015/12/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
WHILE PROPERLY UTILIZING THE MONSTER POWER CENTER (SURGE PROTECTOR) I SUFFERED CATASTROPHIC DAMAGE TO MY AUDIO VISUAL EQUIPMENT
My equipment was PROPERLY connected to the Monster surge protector and to be sure that it was not a disqualifying event, I had both an electrician and the cable company inspect my phone/coax and the outlet itself to verify that it was indeed grounded properly
I paid the premium for Monster products for the warranty they advertise -that's itMonster needs to be held accountable for its advertising and its PROMISE to its customers!

Your powercenter was tested and not found to be defective. As a result, the claim is deemed invalid. At this point, we are under no obligation to proceed any further with this claim. However, we are willing to reimburse you for the out of pocket expenses incurred during this process. This was...

explained during our phone conversation on 08/17/17. Attached are the determination and release forms initially mailed to you on 09/27/17.

Initial Business Response /* (1000, 5, 2015/12/09) */
Per our warranty claim process, we reviewed all claim documentation and thoroughly tested the power center. The results of the test showed that the power center was suppressing surges as designed and therefore not the fault of the damage to the...

equipment.
That being said we initially offered a good will amount to reimburse what the customer paid for the repair estimate. The receipt attached showed that the amount was $71.17.
She then replied that she was dissatisfied with this. We responded with an additional Good will offer which now also included the fair market value of her item ($168.37) to assist with her situation. The new total offered to her was now $239.54.
She responded shortly after stating that while her trust in the company had been diminished she was thanking us for honoring the claim. She provided the signed release form and we have sent it out for final processing and payment.
Given the results of the claim we have done all that we can for this customer.
We have attached all emails and relevant documentation in regard to this claim.

Initial Business Response /* (1000, 5, 2015/07/28) */
Manager contacted customer over the phone. We are sending out new replacement headphones.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would have...

accepted it if the headphones I was promised was shipped but it has not been shipped and I have not received my replacement yet. wow no surprise
Final Business Response /* (4000, 9, 2015/08/12) */
We shipped out the customer's replacement headphones on 8/11/2015 with an estimated delivery date of Thursday 8/13/2015.
Tracking #: XXXXXXXXXXXXXXX
Final Consumer Response /* (2000, 11, 2015/08/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/06/15) */
Customer has been contacted and a connected equipment claim has been setup, RJC18659.
Initial Consumer Rebuttal /* (3000, 11, 2015/11/10) */
Monster Refuses to Honor Warranty and I'm out of roughly $5,000 in equipment.
I purchased a...

Monster power filter from a now defunct reseller. I had an electrical surge and all of my equipment was fried. I contacted Monster to start the warranty process and was advised that they would not honor the warranty as the unit was not sold through an authorized reseller - even though the item is still under warranty according to their records. I contacted the Revdex.com for help when this started and Monster immediately agreed to work with me. They started the warranty process and I was required to send the faulty unit back to them in addition to providing proof that the listed items were fried. I took the computer, server and router to a local computer repair shop and paid $108.00 for an assessment. The items were proven to be faulty. I then attempted to take the theater system, surveillance system and Xbox to 4 other places to have the assessment performed. Unfortunately, the shops did not provide services on the aforementioned items and I was told that a statement would work. I had a local repair shop come to service my washing machine and asked if the repair lady would look at the damaged items and provide a statement; which she did. While this was going on, Monster sent me a replacement unit for the defective power filter; which led me to believe the warranty was being processed. After I sent all the paperwork in and after months of working with Monster's warranty department, I was told the warranty was no longer valid as it was not purchased through an authorized reseller. I spent money to accommodate their request and hours of driving around and web surfing in an attempt to locate a repair shop for the surveillance, Xbox and home theater system, only to be told that they weren't going to honor the warranty. I paid top-dollar for their equipment to protect against power surges and now I'm out of the lost equipment plus time and money for jumping through hoops. Any help is appreciated and I will gladly provide all email correspondence with their claims department.
In light of the circumstances, I would like for Monster to honor their warranty, especially after everything I've been through. They have all applicable documentation and they tested the faulty power filter to find that it is in fact defective. I am only asking that they pay for the damaged equipment totaling $5,000 (roughly). Their product insurance claims to warrant up to a million dollars. Thanks in advance.
Final Business Response /* (4000, 13, 2015/11/11) */
A replacement product is an automatic part of our claim process and does not validate a warranty claim for damaged equipment.
Upon reviewing the warranty documents supplied, the proof of purchase was deemed from a non-authorized dealer.
As stated in the product's manual on page 19, . If a Product contained a Product Defect when You bought it from an Authorized Dealer and Monster receives
a Formal Warranty Claim from You within two (2) months after You discover such Product Defect (or should have discovered
it, if such Product Defect was obvious) and before the end of the Warranty Period for Product Defects applicable to the
affected Product, then Monster will provide You with one of the following remedies: Monster will (1) repair or, at Monster's
sole discretion, replace the Product, or (2) refund to You the purchase price You paid to the Authorized Dealer for the
affected Product if repair or replacement is not commercially practicable or cannot be timely made.
We also were unable to validate the repair estimates supplied as the repair companies could not be contacted.
With a valid proof of purchase from an authorized dealer (a list can be found under the where to buy option on our website[redacted]), the necessary claim forms/ estimates and the product does not pass our testing, a claim would be deemed valid and would be paid out for the estimates or fair market value for equipment not repairable.
Claim documents and the product's manual is attached.
Final Consumer Response /* (4200, 15, 2015/11/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Who knew one would have to go to Monster's site in order to be sure it was being purchased from an "authorized dealer"? Additionally, one would be forced to purchase the unit before having the opportunity to read page 19 out of the supplied manual. When I purchase socks, I never go to Haynes' website to ensure their warranty will be honored in the event of faulty craftsmanship. Do you? I researched the product thoroughly before spending $400, but was never aware of the "authorized dealer" clause.
I started this claim months ago and was initially denied a claim for the very reasons listed in your initial response of this second case. After contacting the Revdex.com back in July, I was able to get some traction and get the claim started. I was sent an entire claim packet and told to have the equipment tested by professionals to provide proof that the equipment was in fact destroyed by the Monster Power Suppressor. It took me several months to get the equipment tested as I live in a small town and repair shops for small electronics is hard to come by. After 4 attempts to have the surveillance system, home theater system and xbox tested, I asked the Monster claims clerk if I could have a local appliance repair lady provide a statement; as I was having my washer repaired. I was told this would suffice. Additionally, I took the computer, server and router to a local computer repair shop and spent $107 for the assessment. The phone number and address are clearly printed on the receipt for verification; as it is with the TV repair receipt; which I spent an additional $50 to provide the repair assessment. Ultimately, my questions are:
1) Why would someone have to go to Monster's site to ensure the unit is being purchased from an authorized reseller? Shouldn't that be printed on the box to ensure it was being purchased in accordance with your policy? "Go to our website at www.monster.com to ensure this product is being purchased from an authorized dealer". Sounds strange, but it should be visible to anyone purchasing Monster products in order to avoid issues as such.
2) Why does it matter where the product was purchased? The item has ben verified by the unit's S/N to still have a valid warranty. If the warranty is still good and verifiable, shouldn't it be warranted?
3) Since a replacement unit was shipped to me, doesn't signify that the warranty is still good? As I mentioned, it was only after I contacted the Revdex.com the first time that Monster was willing to work with me. The unit was exchanged and I was issued a warranty packet to proceed with the claim.
4) Why would you make your customers go and pay to have the equipment assessed for damage, only to turn around and deny them? This could have been relayed to me before spending $160 for the repair assessments, not to mention time and fuel? In other words, the entire process should have been halted before telling me to go and have the equipment assessed.
Things were moving along when [redacted] was overseeing this and now that he has changed departments, this has once again grinded to a stop.
Monster advertises that it will warrant items destroyed by a surge for up to a million dollars. What you don't tell the customer is that it will take an act of congress to collect on the claim and that it will also cost time and money to satisfy the terms of the claim.
I'm not trying to be unreasonable. I simply want Monster to honor the warranty as it is clearly still valid. It is now a matter of principle given that Monster has honored a portion of the warranty by exchanging the faulty unit. However, I'm still out of the $160 and time for the damage assessments on the items destroyed by the power suppressor. This entire process has been a nightmare from the beginning. I would simply like for Monster to honor the claim as it is the right thing to do, especially at this point. Monster could have told me 5 months ago that the warranty was NOT going to be honored under any circumstances and this would have saved me much time and money.

Complaint: [redacted]I am rejecting this response because:my devices were clearly damaged while connected to the device they gaurenteed would keep my devices safe. I provided proof of the damage from an authorized repair shop. I purchased their device from an authorized dealer ([redacted]) at the same time I purchased my television and blu ray player. The product was connected as per their guidelines hence why I purchased it the same day. I submitted my claim during the warranty period. I did everything that was required of me to do. They state their product was not defective durring the “testing”. However my connected equipment was damaged. I dont care how the product failed, it did fail. They are welcome to test my broked devises if they need extra proof of the damage caused by their product. I take offense to the way I am being treated. They ignore me for months after basically calling me a liar about the damage. The product packaging and their website state they gaurentee proctection up to $500,000. Yet here they are saying they are under no obligation to provide coverage. Then what good is the gaurentee. I would request that they apologize for the way they treat their customers, remove the false gaurentee / advertising from their packaging and honor the claim as the packaging states they will. They should also consider changing the process to start with testing the device. Instead of a father of three having to remove three car seats to bring a tv to a repair shop. Then reinstalling them, only to have to uninstall a second time to pick it up the damaged tv. Then if they decide to cover the claim having to do that two more times to actually get the repair done. That is complete nonsense. How about you start by sending a box and a label to ship the defective product first and avoid most of this aggravation. Instead they had me waste all my time and then tell me that I must be lying or making a false claim. about the damage.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: the company is not doing anything. They ignored me for months until I notified Revdex.com. Then they still refuse to accept responsibility for the damage caused by a surge. They claim the surge protector works in a lab environment. The problem is I had lightning strike a tree in my yard. (I attached a photo of the damage to my tree) My TV and BLu Ray player broke from a surge. (I still have the TV and Bluray player but not for long). Not just one device but two were damaged so a surge definitely happened. Regardless of what the test says I had damage caused by the companies device FAILING. They claim to have a gaurentee to cover my loss from damage to connected equipment. They shouldn’t advertise coverage up to $400,000 USD. It is misleading if they can just claim the device passes their test. They charge top dollar for their surge protectors and as a customer I would expect the product to work. Bottom line is the device failed. I provided proof that it failed. I would expect the coverage that they claim and the salesperson bragged about when I made my purchase choice. They clearly do not honor their warranty and I want every potential customer to learn from my mistake. I feel hopeless at this point I do not know what else to do. I AM NOT LYING ABOUT THE DAMAGE. Their product failed me so they should honor thier warranty. Ifthey still choose not to then I dont know what if any other options I have. This feels horrible because at this point I am being called a liar. I just want the company to acknowledge the fact that their product failed me and Cover the damage.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/07/22) */
Today on 7/22/15 we attempted to reach Mr. [redacted] in order to replace the defective HTUPS2700. A voicemail was left.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/27) */
(The consumer indicated he/she DID NOT accept the response from...

the business.)
I contacted Monster INC., They promised to ship a new 2700. I will close the complaint once I receive the replacement.
Final Consumer Response /* (3000, 11, 2015/08/31) */
Not yet, still waiting on replacement...
I contacted Monster INC., They promised to ship a new 2700. I will close the complaint once I receive the replacement.