The product is initially, but on both of the wands that I bought, the valve would stop shutting off after about 1 week. I called the company, and they wouldn't do anything without a model number. There is no model number, so I am out of luck. Save your money and buy something else.
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 youAn email was sent out yesterday with no response and have tried to call again today with no luckPlease tell me when we should reach out as it seems we are having a timing issue on our endWe apologize for not being able to get ahold of youThanks, Jeannie
We contacted the customer On May 24th and Took care of his immediate issuePlease see copy of the email belowI 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 requirementsThis particular product had been discontinued years ago and were willing to send the customer newly designed valves, however, the customer did not want to move to the new unitWe were able to send him Diaphragms and valves in case he needed them for other valves From: Sharon D [redacted] Sent: Tuesday, May 24, 2:PM To: [redacted] Cc: Paul S [redacted] ; [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 Inline valve It has been discontinued He claims he bought valves 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 discontinued valve that was on our shelf and I will send him that I also told him I would send him 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 directlyThank you, Sharon D***
Thank you for reaching out to usWe are attempting to make contact now see email belowWill keep you posted when we complete the transaction and make the customer happyThanks, Jeannie From: Mary [redacted] E [redacted] Sent: Tuesday, July 05, 12: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 herI will let you know when I finally get a hold of her Thanks, Mary ***
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] ***
Please see the attached email correspondence between Orbit and Mrs***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 usageSituations like this are not easy to solve and require extra steps in the customer service interaction when warrantedIn 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 customerThis was not the caseAs 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 differentlyAt 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 informationThe 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 issueSee email trail belowThanks, Jeannie From: Mary [redacted] E [redacted] Sent: Friday, July 08, 1:PM To: Jeannie C [redacted] ; Sharon D***; ' [redacted] '; 'Paul J [redacted] '; ' [redacted] ' Subject: RE: New Revdex.com complaint Jeannie, Called customer and he was very happy to hear from someoneHe has two one he threw away but I am going to replace both for himHe was happy and is taken care ofThey both filled up with waterCity water, uses filter, winterizes, and is using them off a hose faucetHe was concerned that we went out of business and would not honor our warranty because his was almost upHe was more frustrated that he couldn’t get a hold of anyoneAs I said he is a happy camper now Thanks, Mary ***
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] ***
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 youAn email was sent out yesterday with no response and have tried to call again today with no luckPlease tell me when we should reach out as it seems we are having a timing issue on our endWe apologize for not being able to get ahold of youThanks, Jeannie
We contacted the customer On May 24th and Took care of his immediate issuePlease see copy of the email belowI 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 requirementsThis particular product had been discontinued years ago and were willing to send the customer newly designed valves, however, the customer did not want to move to the new unitWe were able to send him Diaphragms and valves in case he needed them for other valves From: Sharon D [redacted] Sent: Tuesday, May 24, 2:PM To: [redacted] Cc: Paul S [redacted] ; [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 Inline valve It has been discontinued He claims he bought valves 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 discontinued valve that was on our shelf and I will send him that I also told him I would send him 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 directlyThank you, Sharon D***
Thank you for reaching out to usWe are attempting to make contact now see email belowWill keep you posted when we complete the transaction and make the customer happyThanks, Jeannie From: Mary [redacted] E [redacted] Sent: Tuesday, July 05, 12: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 herI will let you know when I finally get a hold of her Thanks, Mary ***
Complaint: [redacted] I am rejecting this response because: still waiting on resolution Sincerely, [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] ***
Please see the attached email correspondence between Orbit and Mrs***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 usageSituations like this are not easy to solve and require extra steps in the customer service interaction when warrantedIn 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 customerThis was not the caseAs 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 differentlyAt 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 informationThe 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 issueSee email trail belowThanks, Jeannie From: Mary [redacted] E [redacted] Sent: Friday, July 08, 1:PM To: Jeannie C [redacted] ; Sharon D***; ' [redacted] '; 'Paul J [redacted] '; ' [redacted] ' Subject: RE: New Revdex.com complaint Jeannie, Called customer and he was very happy to hear from someoneHe has two one he threw away but I am going to replace both for himHe was happy and is taken care ofThey both filled up with waterCity water, uses filter, winterizes, and is using them off a hose faucetHe was concerned that we went out of business and would not honor our warranty because his was almost upHe was more frustrated that he couldn’t get a hold of anyoneAs I said he is a happy camper now Thanks, Mary ***
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] ***