Mylex International, Inc.

Complaint: ***
I am rejecting this response because:
Mylex International was clearly in communication with us when we received another bill requesting an additional $*** be paid and sending us into collections when they already had the parts in their possessionYou write that you were not aware the injectors had been used, and that is a completely statement, as we were very transparent as to why the parts were being returnedOn May 16, at 11:30am *** was advised of the two reasons the injectors were being returned and stated to go ahead and write a letter explaining the reasons and upon receiving them they would issue a credit upon receiptAgain at on May 16, at 3:30pm the lady who answers the phones who refuses to give her name, and says it’s just her and *** are the only two women who work there, was spoken with and advised of the problemShe was asked about labor claims, and we went so far as to request an RMA # to not have any issues with this returnWe were advised by both parties and in both conversations to provide a letter explaining the reason for return, along with the injectors, and we would be credited once you received the items backWe did everything that was asked of us, and after Mylex International received the items back, at the time refused to issue a credit
We had already taken great risk installing defective injectors the first time, which has financially impacted usIt is unjust to ask us to do the job twice due to your defective partsIt is preposterous for you to request for us to pay for your expense to rebuild your defective parts and make them sellable and reusable to the next consumer.
I could not risk more defective parts from you to the consumerI cannot afford to do business in this wayYou were returned your parts, and have turned this simple return of defective parts into a massive loss for us, not to mention our customer
Upon purchasing the injectors the warranty is not presentThe warranty was sent to us after there was a problem with the injectors
We have shipping costs in returning the items in the amount of $***, we have labor costs from having to redo the job and not to mention the amount of lost time in the refusal to reimburse the monies we are dueYou now demand another $*** plus cores in your letter from June 3, and threaten to send us to collections when you are already in possession of your partsWe are demanding a refund of $*** plus labor costs of $***.
We did receive a credit for ***, and did clear up the new request for another *** and the threat of going into collections has been resolved.
Regards,
Automotive Specialties

An additional *** was never requestedAs stated in the last response it was a copy of the original invoice so they could see what cores were owedIt has never been said we were going to turn anything over to collectionsThere is not any out standing bill as of this dateI am not sure why this customer wants to go on ranting about stuff that did not happenI guess it was to get their way, and get a full refund which they did getThe return policy expires when the product is installed and the warranty policy takes controlThey did not deserve a full refund as they had installed them and not sent back new return as they were askingWe did refund the *** and no other payment is dueWe refunded the freight out to they in the invoice, which we do not do on returns but we did this time for this customerWe do not cover any of their freight to us, so the *** will not be reimburse to them.
We deal with thousands of customers that do not have any problems with our injectorsThe issues would be different if there was really a problem with the injectorsWhen we received the warranty injectors back we inspected them and told the customer there was no problem foundWe have cleaned these injectors and mark themSent them out to one of our other customers and no complaint on this setThey were good the whole time and we suspect an installation error was the problem the whole timeThe customer just took things out of hand when they installed them wrong and made complaints to get the full refund
The original complaint never even mentioned labor and now they have received the credit for the injectors they mention labor in a rejection letter? As stated in the warranty policy we do not pay any laborOut of the *** they are demanding, they have already received *** back and will not see the *** reimbursed, and we will not pay the labor claim of ***
So, the customer owes us nothing but an apology for all the complaintsWe owe the customer nothing as we have credited all that they spent hereWe will cover no reimbursement of labor or freight as the products was not defectiveI thank the Revdex.com for being there for the real complaints and am sorry when you have to go through these too
Thanks,
***

Automotive Specialties requested to return unused injectors to us for a credit. A new return is new injectors never installed, because once installed they are used not new any more.
 
We had not heard from the customer since the time of purchase, so it is our policy to sent...

out core reminders to get cores back to us from orders over 30 days old.  We sent a copy of the invoice so that they would know which cores we were referring to. Not to re-bill them for another $915.81. We do not know where they are seeing we demanded payment a second time or see where we threatened  to send anything to collections. 
 
On buying the injectors they should of seen our warranty and return policy. We do take back returns for full credit and handle warranty on a replacement of part and no labor basis.
We offered to replace injectors or take back used injectors with a restocking fee, so we could re-clean and test injectors to put back on shelf. In this process, we found no fault in the injectors making them a warranty problem. We suggested that it was improper installation to the customer. They did not want any injectors to replace the injectors they sent back. We did go ahead and credit the customer the full invoice price to settle this dispute. No credit was given for their shipping cost.
 
If you request any further information from us, please request it and we will get it to you.
[redacted], Vice-President