National Oilwell Varco

Complaint: ***
I am rejecting this response because:I have contacted the "manufacturer" on several occasions and repeatedly experienced wait times of over an hourThe suggestion that the "maufcaturer" is a resource for customer communication is a standard response from Compact ApplianceEdgeStar is owned by compact applianceA fact confirmed by the representatives ability to see that I have not been able to reach anyone at the above numberRedirecting to an external contact is an easy way for compact appliance to evade responsibility for conscious distribution faulty merchandiseThis scheme has been used by several large distributors of poorly manufactured equipment and on several instances has been dismantled through legal measuresThe reviews and complaints filed against this company lend credence to the assertion that compact appliance and its umbrella corporations have developed a system of complicated communication measures designed to deter the consumer and market faulty products.
Regards,
*** ***

We do not issue a refund until the product is returned because the customer could still take deliveryThat being said we have tracked the package and it looks like it has been received into the hub but has not been delivered to usBeing that I can confirm the customer is not taking delivery we can
go ahead and issue a full refund to the customerThey should see this credit within the next 2-days

This has already been taken careWe had spoken on the phone

Complaint: ***
I am rejecting this response because: I am not unwilling but unable. Since this item only worked for about a month and I have been patiently trying to do what they ask I am beyond frustrated. The first two time they sent me parts and a link to a video. I was shocked when I viewed the video with the person who offered to try to fix it for me. It involved tampering with factory sealed parts and cutting wires. I'm sure if I had followed that video they would have denied the warranty for either one of those things. I will send you the link if you wish to view it and judge for yourself. After we were unable to fix it ourselves they were supposed to send someone to fix it and they have backed out on that. My biggest objection is that Living Direct is running a racket because they automatically transfer me to the manufacturer when I call without any warning that they are then removed from the equation. And if the manufacturer won't cooperate Living Direct can use as an excuse that once the manufacturer is involved "their hands are tied". In fact, with this method, they are never responsible for backing up their sales. It should be a practice that is not allowed since they are collecting the money. Believe me, if I could drop this off at their office I would. I have no way to box such a thing after all this time. I wonder, also, did they drag out the repair options, of which I have tried 3, so they could then just refuse to do anything "after all this time". I was never notified that Edgestar "could not locate a technician" (I do not live in a rural area so this is hard to believe) but they just waited for me to call back and find out, once again, why I had not heard from anyone
Regards,
*** ***

I am sorry you feel that way but I am going to refer to my previous offerThank you*** ***

This unit is outside of the manufacturer warranty periodEdgeStar has not refused to help, but has directed the customer to their extended warranty companyThe customer purchased a warranty from our retail partnerThat warranty comes from a separate company called New LeafWe help as much as
possible to point New Leaf in the right direction as far as making repairs, but we do not have any power over what they do as a companyAs more and more appliances move to using Rrefrigerant, it seems strange that a repair facility would call it unsafe to work onThat is also something we cannot controlDue to tighter restrictions, small appliances have all began to migrate over to the more efficient Rrefrigerant

I am not sure what else can be said.....The customer is requesting for credit, we have confirmed a credit will be issue today

We have spoken to the customer again and explained the we are willing to make an exception and waive a restocking fee and provide a full credit. The customer is responsible for the return shipping fee. The customer in the most recent phone call made it apparent that they understood all dehumidifiers put off heat. This contradicts the customers complaint that we didnt inform them of heat.

Complaint: [redacted]
I am rejecting this response because: Once again Visa has repeatedly asked me to call said business and have them cancel the hold. They may have cancelled the sending of the item but the financial transaction was never cancelled on their end. Visa has been overly patient with me whereas the business just refuses to even speak and hangs up on me. Please highly consider a Revdex.com reduction to this fraudulent company.
with frustration,
[redacted]

The total purchase price was $168.99, this was broken down between a charge of $129.00 (ice maker) and $39.99 (warranty). We have refunded $109.65 for the ice maker (15% less) and $39.99 for the warranty for a total refund  of $149.64

Complaint: [redacted]
I am rejecting this response because:As I have stated, the banks are handling it now.  I gave the vendor this option they are offering me now and they said and I quote "you don't tell us how this gets resolved we tell you".  After them telling me good luck with disputing it because we do this for a living and you don't.  We know how this is going to end, I decided to go elsewhere to purchase a different appliance.  The option I offered is really the only option I have at this point.  Too bad they weren't willing to make this right in the first place.  I only came here because of there response to their bank that I never even contacted them.  This just proves there character and complete disregard for the consumer.  As I see it, they committed fraud by selling and collecting money for a product and delivering an inferior product. 
Regards,
[redacted]

The customer is correct in saying we are the retailer. We do rely on the manufacturer when it comes to warranty support as we do not have a network of service providers that can provide service. We would ask that the customer be patient as the manufacturer works to locate someone to service it. This...

can some times take longer than expected. We can follow up with the manufacturer to see if at all possible this case can be expedited.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, if it is a full refund.  However, before I close out this...

compliant, I would like a confirmation that Living Direct received and accepted the returned item, and the refund is being processed and the expected date it will be credited to account.
Regards,
[redacted]

We do apologize for the inconvenience however the customer purchased a scratch and dent item which would be sold with the following information: This "Scratch & Dent" product is in very good working condition. Each unit is a fully functional return item with moderate to severe...

scratches/dents on one or more panels. The product has been tested for quality assurance and is certified “Fully Operational”. Please note that all "Scratch & Dent" units will not carry any warranty and are not eligible for a "buyer’s remorse" return.

I would recommend having the customer contact the retailer in which he purchased this item from. It does not appear that it was even purchased from us so I could not speak to the policy of the retailer he purchased from. Our policy on scratch and dent items is detailed on our site and would only be...

a 90 day plan.

Our damage policy was explained to the customer on 4/27, I have stated it below for further detail. We must be notified of any damage within 48 hours of delivery in order to file a claim with the shipper. This information is provided online as well as in the customers shipping confirmation....

 Damaged Shipments We fully insure all of our shipments and if a delivery is damaged, we will gladly replace the product or give you a refund for the full amount of the merchandise. Sometimes damage from shipment may not be visible, so it is very important that you carefully check for internal and external damage. You should immediately inspect the order upon delivery and notify us of any damage within 48 hours of delivery (excluding holidays and weekends) at [redacted]. Once we are contacted, we will have the shipping company return to the delivery location to pick up the damaged product. Please make sure that the product is in its original packaging, with all manuals, parts and accessories. Please note that the shipping companies operating on our behalf will only make one attempt at pick-up. Thereafter, any subsequent pick-ups may be at the expense of the customer. Once we have received the damaged unit back at our warehouse, we will immediately ship the replacement product or issue a full refund.  https://www.compactappliance.com/brand_cs_returns/BRAND_CS_RETURNS.html

We confirmed with the delivery company they tried contacting you on 5/17 which was 3 business days from the date this item shipped. Unfortunately they did not reach you on that date. We do apologize this item did not arrive as quickly as the customer anticipated however it was available for delivery...

within our allotted time frame. Our freight shipping instructions state: This item ships via Freight Line Carrier Delivery times related to this ship method are usually between 3 to 7 business days once the item leaves the warehouse. We will forward tracking information to you once the product leaves our warehouse. The shipping company will contact you to arrange a delivery appointment as a delivery signature is required. All deliveries will occur Monday through Friday. As of 5/24 the customer has not taken delivery. We highly recommend having him reach out to the carrier to take delivery and avoid and return restocking fees. The customer can contact the carrier at [redacted] and reference the tracking number [redacted]

LivingDirect does understand we incurred an issue between the customer and the 3rd party delivery company. We as the retailer do apologize for any issue incurred with the carrier.

We will make a one time exception to issue the customer a refund. If she feels she can not package the appliance she does not leave us any choice. The customer will be responsible for disposing of the appliance since she will not be able to package it.

We have agreed with the customer to the point the credit was not issued originally. That being said, the customer was informed in the previous message that the credit was issued on the 16th. I apologize for any confusion to this point unless the customer is stating they still have not received a credit via the PayPal account used. I have confirmed that our accounting department has issued this refund back on the 16th.