RollerTrol Automation Systems

Limits to Our Return PolicyWe sold some window openers to this customer for a clerestory installation, and six months later they decided they did not want them because they did not have buibatteriesWe reviewed the request (we keep all communications in a central database) and could see that there was never any discussion with our tech people about buibattery operation at any timeIt is clear that they were interpreting our wireless remote control with the notion that this also included buibatteriesThe client never asked about battery capacity, recharge time or any other aspect of battery operationWe had no way of understanding that they expected the batteries to be built-inIf they had asked anything about this, we certainly would have set them straight, but there was never any indication that they were expecting buibatteriesOur actuators run on 12v DC and can certainly be battery powered, as many of our clients do, using a small motorcycle battery or stalight battery and solar panel/trickle charger of some kindSince a half a year had passed and we had designed a new, improved type with adjustable stroke, we declined the returnHowever, we offered to find one of our contractors that would want to buy themThis was not a remote possibility as we have sold thousands of these units to many commercial contractorsNevertheless, this client has posted a very unpleasant review that is untruePlease understand that we do not accept returns on sales months agoWe have a return policy that is available if you decide within days that your unit is not suitable, and we often stretch that to accommodate peopleBut please don't expect this if months have passed

We sold some window openers to this customer for a clerestory installation, and six months later they decided they did not want them because they did not have built-in batteries. We reviewed the request (we keep all email communications in a central database) and could see that there was never any...

discussion with our tech people about built-in battery operation at any time. The client never asked about battery capacity, recharge time or any other aspect of battery operation. We had no way of understanding that they expected the batteries to be built-in. We have many, many clients that have used these in clerestory applications. Our actuators run on 12v DC and can certainly be battery powered, as many of our clients do, using a small motorcycle battery or stand-by light battery and solar panel/trickle charger of some kind. Since a half a year had passed and we had designed a new, improved type with adjustable stroke, we declined the return. However, we offered to find one of our contractors that would want to buy them, and the irony is that we could have already sold them, although we will not be doing that now. This was not a remote possibility as we have sold thousands of these units to many commercial contractors. Nevertheless, this client has posted a very unpleasant review that is untrue. Please understand that we do not accept returns on sales 6 months ago. We have a return policy that is available if you decide within 7 days that your unit is not suitable, and we often stretch that to accommodate people. But please don't expect this if 6 months have passed.

Complaint: [redacted]
I am rejecting this response because:  We requested technical advice from this company, providing a detailed description of the windows involved (we, too, have saved all of the emails; plus we had a telephone conversation with the representative, Andy M.).  We asked for advice because we are neither engineers or electricians and do not know to ask questions about battery voltage, etc.  In our opinion, the company representative should have asked the relevant questions to ensure that we received the correct product.  For example, the representative did not ask whether we had electricity available 12' off the floor of our home.  Nor did he ask whether we wanted to run a cord up our interior walls or on the exterior of our house.  At no time were we informed that these units would be anything but entirely "wireless."  As explained, our contractor and electrician both said that the units we received had to be hard-wired and were, in effect, useless unless we tore up our brand new walls and hard-wired the units. Yes, we waited too long to open the boxes containing the units (but not six months after we received the units, because Roller Trol delivered them to the wrong address and we received them several weeks after they were initially sent).  We did not open the boxes until our contractor was ready to install the units, because we relied upon the advice provided to us by RollerTrol and thought the boxes contained units we could actually use.  Nevertheless, the units RollerTrol sent to us where brand new and had not been used.  We have never dealt with a company that would not return or exchange a product under such circumstances.  When we pressed for an exchange or refund, the company representative became nasty and condescending.  We built an entire house, using all kinds of products, and this is the only one that posed a significant problem.  We would warn against anyone making a purchase from this company.
Sincerely,
[redacted]