Omega Engineering, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me We will be sure to update the Revdex.com should there
be any additional concerns regarding this complaint We appreciate the responsiveness of both the Revdex.com and Omega in this matter
Sincerely,
*** ***

We have spoken with the customer and a full refund is in process

Dear Ms***: Please be advised that the customer has been contacted and arrangements made to send the particular product that is required free of charge We apologize for the delay. Please be assured that Omega’s goal is total customer satisfaction Sincerely,
Omega Engineering

From: [redacted] Sent: Friday, October 21, 2016 2:18 PMTo: [redacted]>Subject: RE: You have a New Message from Revdex.com Serving Connecticut Regarding Complaint #[redacted]
I just wanted to update you on this situation. One of our...

customer service representatives contacted Mr[redacted]r to express his deepest apologies on behalf of Omega for the lack of response to his repeated attempt to contact Omega for information. We confirmed that the appropriate credit was issued and that we are always working very diligently to provide the best possible experience to him and all of our customers. He accepted our apology and is satisfied with the resolution of this issue.Sincerely,
[redacted]

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. Sincerely, [redacted]

Review: Purchased a temperature probe that I was told would come with lead wire and would be ready to plug in and use. It did NOT. I have spent HOURS on hold and speaking to various people at Omega asking for help and resolution. Each time the buck gets passed and I get nothing. The last time I called, I was assured that a 5 ft lead was on its way. That was almost 3 weeks ago. I have not been able to use the probe since it was purchased months ago.Desired Settlement: Send me the lead wire!

Business

Response:

Dear Ms. [redacted]: Please be advised that the customer has been contacted and arrangements made to send the particular product that is required free of charge. We apologize for the delay. Please be assured that Omega’s goal is total customer satisfaction. Sincerely, Omega Engineering

Review: In early Sept 2014, we purchased (2) Digital Pressure Gauges w/ Alarms (referred to as DPG), Part Number [redacted] for $389 each. Both DPGs purchased were integrated into the same custom system being built in Nov 2014. After being powered on for no more than 2-3 hours, one of the DPGs began to malfunction, and would no longer indicate pressure, just read "-----" (dashes). I called Omega Eng, Engineering Service ([redacted]) and worked with a guy named [redacted]. He walked me through everything to try to electronically reset the DPG or isolate the issue, we were not successful. He recommended contacting another engineer there named [redacted] (Pressure Guru), but I was unable to reach him in my attempts, and instead another engineer offered to help, her name was [redacted] did not offer anything additional to help out, no additional troubleshooting was performed with the DPG and instead she was very rude & short with me, and I was told just to send the DPG in for "evaluation" to determine if what had happened to the DPG was a quality issue resulting in a defective product OR result of damage we caused. The case # assigned was [redacted], and the return authorization # is[redacted]. Defective DPG was returned as directed, sent 11/20/14. Since work on the custom system being built could not continue, and "evaluation" and/or repair time was expected to be at a month, we ordered an additional DPG for $389 to replace the defective one. DPG is advertised by Omega to have a 1 year warranty. I was advised I could call in a week later to request the repair be "Expedited". I did call in to expedite the repair. On 12/3 I spoke with [redacted]) to confirm the expedited repair and to get an update. All she could confirm was they had received it, nothing had been done. Heard nothing from Omega the entire process, I always had to call. The original customer service person that handled the return, [redacted] left the company after handling the original AR. I tried getting updates in mid Dec up to the Xmas holiday, was always told someone would call me back, but no one ever did. Finally I got an update from a [redacted] on Dec 30th, indicating the repair is not economically feasible, and gave me some options to more less just buy a new one w/ a 20% discount from donating the parts from the one sent in. The price quoted for a replacement was over $1900, I still have the voicemail from [redacted] quoting this. Recall this item cost $389 new, and still does today on the website. [redacted] was quoting the price for a different product. I contacted [redacted] to get more explanation, as something didn't match up. [redacted] agreed and looked into it more, and followed up with an email on 12/31. If stated "bearings in both gears are stuck", and claims that the bearings locked up due to customer material. The email to [redacted] was from a [redacted] dated 12/26/14. So NO CREDIT was recommended. Problem is 99% sure there are no gears or bearings in this DPG, and the failure report is referencing some other product, the same one [redacted] misquoted me a price for when the $1900 price was mentioned. Still nothing matching up, I call [redacted] again to get a better explanation. He agrees something is not matching up and is going to look into it again, and call me back. [redacted] never calls back, still has never called back. I emailed him again on 1/13/15 to see what the status was, and what he found out, ask for him to call me. He does not call, but [redacted] does email me (1/13) the same failure report as before that doesn't likely match this product. His response was simply "Note at the bottom of this paper says it all". It was the same response I'd seen before and said it doesn't match up with my product I returned. I respond to his email and ask again for an explanation for the discrepancies on the price quoted, and the suspect failure report note that does NOT seem to associate with the product I sent in. I also asked for the DPG we bought and sent in be returned for us to analyze the failed issue since [redacted] can offer so few details. We have access to a Mass Spectrometer that can be used to determine what "Customer material" caused the failure. No response from [redacted]. I called Omega again, and ask for a manager this time. I talk with [redacted]. He seems interested in looking into the discrepancy issues, takes my information, and says he will CALL back. [redacted] does NOT call back but instead sends an email (1/13) indicating a NEW DIAGNOSIS "That the diaphragm was found to be damaged". Our system is unable to exceed the pressure requirements to damage the diaphragm, it just could not of happened. Since the fail 2 other DPGs have been in the system, both still work, and neither have had any fails. [redacted] simply asked if we would like to replace it for a discounted price of $311.20. I write back to him on 1/14 telling him due to confusion surrounding this repair, that I did not have confidence in the NEW DIAGNOSIS. I explained the system design details to him indicating it was not possible for us to damage the diaphragm, UNLESS it was already defective when we received it. I asked him for more details on the failed diaphragm, like a picture? Asked again for our original DPG to just be returned to us in the condition it was in so we could perform our on inspection on it, RECALL it is our DPG, it is not owned by Omega, as we purchased it. Nothing, no response from [redacted], or [redacted] pertaining to this. No calls, no additional emails. I resent my 1/14 email on 1/21/15 to [redacted]. Still no response of any kind. Our DPG has NOT been returned, NOR have we received any CREDIT of any kind. We did not damage the diaphragm. Seems very odd to us that the diaphragm (mechanical part) can't just be replaced since the "alleged electronics" were fine. Any exposure to a "customer material" went away when Omega found (or made up) a NEW DIAGNOSIS. We did NOT damage the diaphragm. The symptoms I described, and observed pointed to this being an "Electronics" issue, the Omega Engineer "[redacted]" who I was on the phone with 45 min early in this process agreed with this. My 20+ years of experience made this same DIAGNOSIS. I think Omega lost our repaired unit, got mixed up in the AR process, attached a failed diagnosis from a different product to our AR#, possibly due to missing info for our AR since there was no product to evaluate. Omega could not explain what happened or why there was a discrepancy, so to make this issue go away, [redacted] picked the most common failure mode for this product "Diaphragm damaged", offered NO CREDIT, or a replacement DPG. I contend the electronics went bad, and those are not easily replaceable so the unit where ever it is is likely scrap, as I am 95%+ confident that the mechanical sensing diaphragm inside would be a replaceable item since it would be the most likely failure to occur. Omega lost our return, made up a diagnosis as to not have to replace the item at their cost. If this is not true, then I would be satisfied with the return of the original DPG that we bought SN [redacted]Desired Settlement: Full refund, OR credit. OR AT a minimum refund the discounted priced to replace this DPG ($311.20) AND Return of our original DPG SN [redacted], with a replacement diaphragm for us to install.