Orbit Irrigation Products, 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
Sincerely,
*** ***

We have reached out to the customer to try and remedy this issue and get them the help they needSent an email and voice mail earlier today with no responseWill keep trying - See email trail below:From: Mary *** E*** Sent: Monday, June 20, 11:AM To: Jeannie C*** Subject: RE:
Please call Jeannie, I have left a message and will also email them. Thanks, Mary *** Customer Information: *** *** ** *** **
*** * ** *** Daytime Phone: ###-###-#### E-mail: ***

We actually spoke to Mr*** on Tuesday and agreed to send him replacement product - see email trail below sent to me from the TechnicianI am not sure why this rejection occurredThanks, JeannieFrom: Mary *** E***Sent: Tuesday, June 21, 12:PMTo: Jeannie C***Cc: Sharon D***Subject: RE: Please call Jeannie,I just spoke with ***I am sending him out four replacement timers and a call tag to get his backHe was happy and he will let me know if he has any more issuesHe was very grateful and just wants them to workHe also replied to my email. Thanks, Mary ***

We have had one interaction with the customerHowever, it was not at the unit and wanted to do so when she had time while in front of the productIt is very difficult to trouble shoot issues with out pertinent informationWe were hoping the customer would call Mary *** back on her direct line
and to date has not done soWe also sent her a new unit and asked to have her send her original unit back using the "Call Tag" (UPS Shipping tag) so we could perform a failure analysisThe new unit was delivered on July 7thWe have not heard since from the customer.Please see the email trail below:From: Mary *** E*** Sent: Wednesday, July 13, 7:AM To: Jeannie C*** Subject: RE: Revdex.com complaint - *** *** Yes on the 6th of July I called this lady she was at workThe email was also replied to her on the 5thShe said it is not movingI asked if she could call me direct when she got home so we could see if it is just something she is not doingShe said she would but was veryfrustrated and wants her money back for her time and frustration and for the product if it doesn’t work.I talked to you about her and you said to overnight one to her so I didIt shows it arrived on the 7th to herI also sent a call tag to her From: Jeannie C*** Sent: Wednesday, July 13, 6:AM To: Mary *** E*** Subject: Revdex.com complaint - *** *** Hi Mary ***, Didn’t we already take care of this customer?

Thank you for your message we will review and get back to you as soon as possibleThanks, Jeannie

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]

This customers claim was reviewed and denied by our legal department in February 2016. The customer wanted Orbit to pay for damage which occurred outside of our control and not related manufacturing and or design defectives. All metals have a breaking point when it comes to low temperatures. We...

give the consumer product options based on what they know is needed for their environment. Our attorney has reached out to the customer several times to discuss, with no luck. We would be more than happy to have our attorney try again, as he will be the only verbal contact allowed due the customers abusive behavior toward several female associates within the company.  Please see the email below:From: Lisa G[redacted]Sent: Thursday, June 23, 2016 8:31 AMTo: Jeannie C[redacted]Subject: RE: This is a claim that we denied back in February.  Greg tried to contact the customer numerous times to explain our denial – freeze damage.  He is also the customer that was rude to (two others (names omitted from the email trail)  and myself.  He called me bad names and yelled at me until I told him I was hanging up on him.  He wanted us to pay because we didn’t put a warning to not leave your zinc shut-off coupling outside connected all year long in New Jersey.  He was surprised that this product would freeze.

We contacted the customer On May 24th and Took care of his immediate issue. Please see copy of the email below. I was on vacation and did not have access to respond until today.  Please note that companies will often discontinue products due to new designs, regulatory changes and or...

technology requirements. This particular product had been discontinued 2 years ago and were willing to send the customer newly designed valves, however, the customer did not want to move to the new unit. We were able to send him Diaphragms and valves in case he needed them for other valves.  From: Sharon D[redacted] Sent: Tuesday, May 24, 2016 2:58 PM To: [redacted] Cc: Paul S[redacted] Subject: RE: Needs ACTION ASAP  [redacted] – I called and talked to [redacted].  He was very upset that we do not have diaphragms or parts for the 57020 Inline valve.  It has been discontinued.  He claims he bought 4 valves 2 ½ years ago and one is leaking.  He did not like the idea of cutting out the old valve and replacing it with the new 57020P valve that we sent him.  Also, he was upset about the wait times.  I dug around Tech Support and found an extra diaphragm for the 57020 discontinued valve that was on our shelf and I will send him that.  I also told him I would send him 2 new valves in case one of the other 57020’s he has, starts to leak.  By the end of the conversation, he was happy and we had a good talk.  I also gave him my direct extension so if he needs any additional help, he can call me directly. Thank you, Sharon D[redacted]

Revdex.com:
I have received a phone call from a representative or Orbit, complaint ID [redacted], and was able to resolve me issues.  Thank you for your help.
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]

Complaint: [redacted]
I am rejecting this response because: still waiting on resolution. 
Sincerely,
[redacted]

Thank you for reaching out to us. We are attempting to make contact now see email below. Will keep you posted when we complete the transaction and make the customer happy. Thanks, Jeannie  From: Mary [redacted] E[redacted] Sent: Tuesday, July 05, 2016 12:16 PM To: Jeannie C[redacted]; [redacted]...

[redacted]; '[redacted]' Subject: RE: Urgent - please call this customer ASAP [redacted]   I called and she was not home husband took message with my information and I will also email her. I will let you know when I finally get a hold of her.   Thanks,   Mary [redacted]

We were not attempting to close the issue - the statement was only meant to notify you that we are taking steps to make this right and reach out to you. An email was sent out yesterday with no response and have tried to call again today with no luck. Please tell me when we should reach out as it seems we are having a timing issue on our end. We apologize for not being able to get ahold of you. Thanks, Jeannie

Please see the attached email correspondence between Orbit and Mrs. [redacted]. The presumed product failures were returned to the store and there were no photo's of the failure and or damage which would have caused the additional water usage. Situations like this are not easy to solve and...

require extra steps in the customer service interaction when warranted. In a typical situation whereby we have the returned product, we would have performed a Failure Analysis and if the product were found to be defective would have immediately resolved the issue with the customer. This was not the case. As we have reviewed the correspondence between the customer service team and the customer, we recognized several missing processes steps/questions which might possibly could have ended the discussion differently. At the time of email exchange the customer service agent failed to do the following: Ask for receipts of purchase, Ask for photo's of the product in use and or claimed property damage, and ensure probing questions asked were appropriate to the specific product.Based on the inadequate communication on the part of Orbit customer service we missed the widow needed to gather appropriate claim information. The customer has since  produced a receipt of purchase and Orbit has issued a reimbursement check for the water bill.

We have reached out to this customer and have resolved their issue. See email trail below. Thanks, Jeannie  From: Mary [redacted] Sent: Friday, July 08, 2016 1:38 PM To: Jeannie C[redacted]; Sharon D[redacted]; '[redacted]'; 'Paul J[redacted]'; '[redacted]' Subject: RE: New Revdex.com...

complaint   Jeannie,   Called customer and he was very happy to hear from someone. He has two one he threw away but I am going to replace both for him. He was happy and is taken care of. They both filled up with water. City water, uses filter, winterizes, and is using them off a hose faucet. He was concerned that we went out of business and would not honor our warranty because his was almost up. He was more frustrated that he couldn’t get a hold of anyone. As I said he is a happy camper now.   Thanks,   Mary [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]