Monster

Your powercenter was tested and not found to be defectiveAs a result, the claim is deemed invalidAt this point, we are under no obligation to proceed any further with this claimHowever, we are willing to reimburse you for the out of pocket expenses incurred during this processThis was explained during our phone conversation on 08/17/Attached are the determination and release forms initially mailed to you on 09/27/

Initial Business Response / [redacted] (1000, 5, 2015/06/15) */ Customer has been contacted and a connected equipment claim has been setup, RJC Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/11/10) */ Monster Refuses to Honor Warranty and I'm out of roughly $5,in equipment I purchased a Monster power filter from a now defunct resellerI had an electrical surge and all of my equipment was friedI 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 recordsI contacted the Revdex.com for help when this started and Monster immediately agreed to work with meThey 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 friedI took the computer, server and router to a local computer repair shop and paid $for an assessmentThe items were proven to be faultyI then attempted to take the theater system, surveillance system and Xbox to other places to have the assessment performedUnfortunately, the shops did not provide services on the aforementioned items and I was told that a statement would workI 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 didWhile this was going on, Monster sent me a replacement unit for the defective power filter; which led me to believe the warranty was being processedAfter I sent all the paperwork in and after months of working with Monster's warranty department, I was told the warranty was no longer valid as it was not purchased through an authorized resellerI spent money to accommodate their request and hours of driving around and web surfing in an attempt to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 warrantyI 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 hoopsAny 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 throughThey have all applicable documentation and they tested the faulty power filter to find that it is in fact defectiveI am only asking that they pay for the damaged equipment totaling $5,(roughly)Their product insurance claims to warrant up to a million dollarsThanks in advance Final Business Response / [redacted] (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 / [redacted] (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 out of the supplied manualWhen I purchase socks, I never go to Haynes' website to ensure their warranty will be honored in the event of faulty craftsmanshipDo 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 caseAfter contacting the Revdex.com back in July, I was able to get some traction and get the claim startedI 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 SuppressorIt 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 byAfter 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 repairedI was told this would sufficeAdditionally, I took the computer, server and router to a local computer repair shop and spent $for the assessmentThe 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 $to provide the repair assessmentUltimately, 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 warrantyIf 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 meThe 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 $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 dollarsWhat 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 unreasonableI simply want Monster to honor the warranty as it is clearly still validIt is now a matter of principle given that Monster has honored a portion of the warranty by exchanging the faulty unitHowever, I'm still out of the $and time for the damage assessments on the items destroyed by the power suppressorThis entire process has been a nightmare from the beginningI would simply like for Monster to honor the claim as it is the right thing to do, especially at this pointMonster could have told me months ago that the warranty was NOT going to be honored under any circumstances and this would have saved me much time and money

Initial Business Response / [redacted] (1000, 5, 2015/12/09) */ Per our warranty claim process, we reviewed all claim documentation and thoroughly tested the power centerThe 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 estimateThe receipt attached showed that the amount was $ She then replied that she was dissatisfied with thisWe responded with an additional Good will offer which now also included the fair market value of her item ($168.37) to assist with her situationThe new total offered to her was now $ She responded shortly after stating that while her trust in the company had been diminished she was thanking us for honoring the claimShe 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 / [redacted] (1000, 5, 2015/07/22) */ Today on 7/22/we attempted to reach Mr [redacted] in order to replace the defective HTUPSA voicemail was left Initial Consumer Rebuttal / [redacted] (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 I will close the complaint once I receive the replacement Final Consumer Response / [redacted] (3000, 11, 2015/08/31) */ Not yet, still waiting on replacement I contacted Monster INC., They promised to ship a new I will close the complaint once I receive the replacement

Initial Business Response / [redacted] (1000, 5, 2015/07/28) */ Manager contacted customer over the phoneWe are sending out new replacement headphones Initial Consumer Rebuttal / [redacted] (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 yetwow no surprise Final Business Response / [redacted] (4000, 9, 2015/08/12) */ We shipped out the customer's replacement headphones on 8/11/with an estimated delivery date of Thursday 8/13/ Tracking #: XXXXXXXXXXXXXXX Final Consumer Response / [redacted] (2000, 11, 2015/08/14) */ (The consumer indicated he/she ACCEPTED the response from the business.)