I bought a genesis orbital 8-hole sander about 2 years ago and needed a new backing pad. It was difficult to find this company. I made the order in September and received no confirmation e-mail (Who doesn't send those in the 21st century?), and no indication when it would arrive. After numerous email communication with customer support, a package arrived. What I got was a backing pad but it was absolutely not an orbital sander pad. If I had gotten a confirmation email, I could have stopped the order immediately. Now I still don't have the backing pad I needed, I have to send this one back. I need my sander to be working and plan to just buy one from a different, more reliable company.
I gave a 1-star rating because the person assigned to my order has always made quick responses to my email messages.
Hi ***,
As per our discussion and your notiifcation to the Revdex.com that the issue of the broken saw "has been resolved", I am still waiting to hear from you
regarding my purchasing a replacment sawIt is my understanding that you were to provide me with return packaging, address to return the broken saw to, method for shipping this item back to you and also the steps for me to be reimbursed for the saw I buyThe Revdex.com email from you was dated August 22, and it is now October 19, Please advise
Thanks,
Good afternoon,
*** *** did indeed contact me and he has offered to pay for a replacment comparable saw, and also make arrangements to have the broken saw picked up at his expense
Thank you very much for your help in resolving this issue in such a pleasant and efficient manner
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. Is not true that the replacement charger ever worked, in fact it never charged the battery enough to make the drill usableThe business never specified the terms of their warranty as they are being claimed nowSpecifically I was not made aware before the purchase that in case of malfunctions I was responsible for shipping the product back to the business Why should I incur in more expenses because of their defective products? This very biased warranty procedure was not even explained in the documentation that came with the productI was made aware of it only after their first attempt to make the drill work sending me a new charger proved to be ineffectiveFurthermore, why did they sent me a charger the first time without following what they say is their business policy? Seems to be something that can be bent to their advantageAfter I explained that my dispute with the business was getting me nowhere the shop where I purchased the unit from sent me a new unit at no charge.
Please see their invoice attached here I was appalled when the charger of the new unit failed exactly like the other twoI contacted the business again to make them aware of this new failing unit but got no immediate answer, which is what made me decide to fail a complaint with the Revdex.comThe second unit sent to me by the shop had failed the very day I received it, hence within the business days, a case for which the business claim they cover all expenses,If that's the case why are they still pretending that I pay for returning the malfunctioning unit to them? Again some more ambiguity in that policy that I never sawIn essence I am still out of the money I spent to buy their product and I have nothing to show for itt if not so much time wasted and so much frustration suffered.
Regards,
*** ***
I am rejecting this responseStill have not heard from the companyIt should not matter whether the saw is out of warranty or not, it is a defective product which could have caused severe injuryThey need to take this more seriouslyTheir saw needs to be tested and examined by experts to ensure this doesn't happen to someone else
HI,
#1f497d;">
This customer was offered a payment of $for us to receive the saw back in our possessionThis saw has been discontinued and out of warranty for years or moreOur warranty procedure only covers the tool for two yearsWe will be in contact with the customer to see what we can compromise on
Thanks,
*** ***
RichPower Industries Inc
*** *** Road
***, SC
Phone: 864-*** ***
Fax: 864-***
***
Charging this unit over 5 hours is not good. This will kill the cells in the
battery after a long period of time, and also possibly damage the charger.
We deal with no money here a refund would have to be issued through the
place of purchase according to their refund policy. If you would like as a
one- time courtesy we will replace the unit and include a return label for
the defective units to be return. Any warranty service after that you would
be responsible for shipping cost.
Thanks,
Yes I would have preferred a refund but this is acceptable.
Customer was sent a replacement charger, he stated that the charger worked a short period of time. There are cases where the battery is defective and if we continue to send out chargers it will continually blow the charger out. Based on the information the customer provided to our company it sounds...
as if the issue is within the tool or the battery. We request our normal warranty procedure, customer ships in defective kit we get the unit repaired or replaced for them. Customer did not want to follow warranty procedure. Customer was offered the option of shipping him a replacement tool kit and once received he would ship the defective kit in to our company at his expense. Customer has been offered multiple option to get this issue resolved. The only way our company covers all expeneses is if the tool has failed within the first 30 days of purchase.
Thanks,
[redacted]
After Sales Service Manager
Richpower Industries
[redacted]
[redacted]
I gave a 1-star rating because the person assigned to my order has always made quick responses to my email messages.
I have spoken with this customer and gotten this issue resolved Thanks, [redacted]
Hi ***,
As per our discussion and your notiifcation to the Revdex.com that the issue of the broken saw "has been resolved", I am still waiting to hear from you
regarding my purchasing a replacment sawIt is my understanding that you were to provide me with return packaging, address to return the broken saw to, method for shipping this item back to you and also the steps for me to be reimbursed for the saw I buyThe Revdex.com email from you was dated August 22, and it is now October 19, Please advise
Thanks,
Good afternoon,
*** *** did indeed contact me and he has offered to pay for a replacment comparable saw, and also make arrangements to have the broken saw picked up at his expense
Thank you very much for your help in resolving this issue in such a pleasant and efficient manner
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. Is not true that the replacement charger ever worked, in fact it never charged the battery enough to make the drill usableThe business never specified the terms of their warranty as they are being claimed nowSpecifically I was not made aware before the purchase that in case of malfunctions I was responsible for shipping the product back to the business Why should I incur in more expenses because of their defective products? This very biased warranty procedure was not even explained in the documentation that came with the productI was made aware of it only after their first attempt to make the drill work sending me a new charger proved to be ineffectiveFurthermore, why did they sent me a charger the first time without following what they say is their business policy? Seems to be something that can be bent to their advantageAfter I explained that my dispute with the business was getting me nowhere the shop where I purchased the unit from sent me a new unit at no charge.
Please see their invoice attached here I was appalled when the charger of the new unit failed exactly like the other twoI contacted the business again to make them aware of this new failing unit but got no immediate answer, which is what made me decide to fail a complaint with the Revdex.comThe second unit sent to me by the shop had failed the very day I received it, hence within the business days, a case for which the business claim they cover all expenses,If that's the case why are they still pretending that I pay for returning the malfunctioning unit to them? Again some more ambiguity in that policy that I never sawIn essence I am still out of the money I spent to buy their product and I have nothing to show for itt if not so much time wasted and so much frustration suffered.
Regards,
*** ***
I am rejecting this responseStill have not heard from the companyIt should not matter whether the saw is out of warranty or not, it is a defective product which could have caused severe injuryThey need to take this more seriouslyTheir saw needs to be tested and examined by experts to ensure this doesn't happen to someone else
HI,
#1f497d;">
This customer was offered a payment of $for us to receive the saw back in our possessionThis saw has been discontinued and out of warranty for years or moreOur warranty procedure only covers the tool for two yearsWe will be in contact with the customer to see what we can compromise on
Thanks,
*** ***
RichPower Industries Inc
*** *** Road
***, SC
Phone: 864-*** ***
Fax: 864-***
***
This customer has been mailed a refund check for the replacement of the defective unit.
Thanks,
[redacted]
I have spoken with this customer and gotten this issue resolved.
Thanks,
[redacted]
[redacted],
Charging this unit over 5 hours is not good. This will kill the cells in the
battery after a long period of time, and also possibly damage the charger.
We deal with no money here a refund would have to be issued through the
place of purchase according to their refund policy. If you would like as a
one- time courtesy we will replace the unit and include a return label for
the defective units to be return. Any warranty service after that you would
be responsible for shipping cost.
Thanks,
Yes I would have preferred a refund but this is acceptable.
Customer was sent a replacement charger, he stated that the charger worked a short period of time. There are cases where the battery is defective and if we continue to send out chargers it will continually blow the charger out. Based on the information the customer provided to our company it sounds...
as if the issue is within the tool or the battery. We request our normal warranty procedure, customer ships in defective kit we get the unit repaired or replaced for them. Customer did not want to follow warranty procedure. Customer was offered the option of shipping him a replacement tool kit and once received he would ship the defective kit in to our company at his expense. Customer has been offered multiple option to get this issue resolved. The only way our company covers all expeneses is if the tool has failed within the first 30 days of purchase.
Thanks,
[redacted]
After Sales Service Manager
Richpower Industries
[redacted]
[redacted]