Shape Up Outlets

In response to complaint by *** ***Mr*** purchased a treadmill from Shape Up Outlets on January 7, The machine was purchased in our Bountiful store and Mr*** requested we transfer the machine to our Orem store for him to pick up which was doneThe machine was checked and in
working order prior to being shipped from our warehouse in Ogden, UTThe machine was picked up and transferred to the Orem store as a single item, not in a truckloadMr*** picked up the machine as scheduled on January 9th from our Orem locationMr*** returned a couple of hours later irate and extremely threatening stating that the machine was not working properly and wanted his money backHe was at that time was re-informed that "all sales are final" as stated in the Shape Up Outlets contract and that the machine was tested before it was shipped and as it was working correctly, cleared for shipment. Then he started to push the "I'm a lawyer" card and left very angry. I will say, that he did contact the employee at our Orem store back later that evening and apologize for getting out of hand Mr*** was contacted by Greg on Monday, January 11th and worked out getting a tech out to his home to see what was wrong and he was agreeable with the arrangement The tech went to his home and found a wire harness that had been crushed during re-assembly of the machine in his basementThis in effect voided all warranty on the machine. The harness was replaced and there were still issues with the treadmill, so the harness was taken back to the warehouse in Ogden to be tested and it was found that only of the wires showed continuity, the others were broken due to the crushing on re-assembly at Mr*** homeApparently, according to Mr***he had hired individuals to move the equipment into this basement, to do this, they apparently disassembled then reassembled the machineBecause this had happened, there was no telling what we were up against, because even the slightest contact of bare wire to wire can short out all the circuit boardsThe tech did however make several more visits to his home to try and rectify this, but because it was at his home and in his basement it took a lot of extra time to get it resolvedAll the boards on the machine were malfunctioning and trying to get it fixed on back and forth trips became a major problem The final solution was to remove the machine from his basement and replace it with another machine which was doneIn fact, Mr*** wife contacted the repair tech the week of February to tell him that everything was working perfectly and thanked him for getting it doneHe now has a great machine that is fully functional It did cost him an additional $for the initial repairs on the harness, but we took it on the chin for everything else that was damaged. This was the decision of Greg who is the stores regional manager and he saw to it that the remaining repairs were taken care of by the warehouse, which was in fact, outside of our responsibility, due to the fact that the problems were caused by Mr*** contractors disassembling and reassembling the machine incorrectlyBut we were willing to go above and beyond our responsibility to make certain Mr*** was happy with his treadmill and that it was working correctly when we were done As stated above, Shape Up Outlets went above and beyond what they are responsible for with Mr*** and it was very pricy getting it accomplished because of the issue of customer not willing to have the machine returned to the warehouse for repairs (which is protocol)We have this protocol in place that is to be followed, however, Greg, our regional manager was trying to help Mr*** due to a past injury which limits his ability to undertake a project like moving a treadmill in and out of his home, and therefore moved this forward and made the extra work happen just to make it easier on Mr*** Please understand....we DO NOT manufacture these machines, we are a liquidator and only sell them....if something is wrong or goes wrong we do the best we can to repair them and we strive to get it done as quickly as possibleWaiting for parts at times can slow things down, but we always get it done Below is an email that Greg received from the Orem store manager on the night of the sale about the chain of events that went on after Mr*** showed up to pick up his machine "I had a customer come pick up a treadmill that Greg dropped off at our store todayA couple hours later the customer returned to the store, claiming that the treadmill speed didn't respond properlyHe backed up this claim with a video he took, which clearly indicated that the speed wouldn't change when trying to increase or decrease speed using quick-select buttons while they were on itI told him that the treadmill was still under our day warranty, and that if he wanted to, he could bring it back to the store for a repairHe told me that he had to pay someone else to deliver it for him, and that he had to disassemble and reassemble the treadmill to get it where he wanted it, and he wasn't willing to bring it back for a repairHe asked if someone could go out to him, and I told him he could either buy an extended in-home warranty through Isaac, or he could just pay Isaac for a single-visit in-home diagnosis and repair, and he told me that he wasn't willing to do eitherFaced with these options, he demanded a refundI reminded him that our policy is "ALL SALES ARE FINAL" and that I was unauthorized to give refunds, and that I would need to speak with my manager about itHe told me that he had made the purchase over the phone, and nobody had informed him of our return policy, and that as a result, he felt like it shouldn't be applied to him in this caseHe told me he'd wait till I spoke with someoneIn the phone call Greg told me that the treadmill had been tested the day he picked it up to ensure that it worked properly, and to his knowledge, it hadAs a result, Greg is of the opinion that whatever issues the customer is having comes as a result of the disassembly and reassembly involved in the in-home installation carried out by the customerGreg suggested that we may be able to work something out with Isaac over this, but emphasized that if the customer caused damage to the treadmill in the act of installing it, the customer would have to pay out of pocket for Isaac's diagnosis and repairI relayed this back to the customer, who was of the opinion that it would be impossible to diagnose whether the issue was our fault or his, and therefore was unwilling to risk having to pay for the diagnosis and repairHe then informed me that he was a lawyer, and demanded I give him the name of someone he could write a letter toI told him I couldn't give any names without permission, but that I could make another call to see what Greg thought would be a good ideaThe customer agreed, but added that, as an alternative, he could have Greg's numberGreg was unable to take my calls at that time as he was working another job and could not take calls that day, so I had to refuse his request for the number, but through text, he told me to inform the customer he would have someone contact him from our corporate office on MONDAYThe customer was very offended by this, seeing it as a failed opportunity to display quality customer serviceOn a side note: When the customer came to pick up the treadmill, it was shrink-wrapped, and I found it difficult to tell whether there was a receipt or manual or warranty formI unwrapped it a little and found the manual and a receipt, but no warranty formI asked him whether he'd received a receipt or warranty, and he told me he'd received nothing, so I invited him into my office to fill out a warranty for himI asked him if anyone had gone over warranty with him, and he told me they had, but that he could use a reminderI informed him that our warranties required him to bring the machine back to the store for repairs, details of the lifetime motor and frame warranties and the day warranty, and that he could purchase extended warranties, along with pricesI also told him that for an additional cost, he could have an in-home warranty covering whatever limited warranty he went withHe went with the 30-day, saying that he'd decide whether he wanted an extended warranty during that periodHe signed the warranty form, and I stapled the receipt to the warranty terms and the form with both our signaturesIn addition, from where he was standing, it would have been very difficult to miss my "ALL SALES ARE FINAL" sign on the desk, so it's notable to mention that he was aware of our return policy before he left with his treadmill, and he went forward with taking it home anywayEither way, he said nothing about our return policy on our first visit, but he had his receipt that clearly said "all sales are final" and the terms of his warrantyI called the Bountiful store and was given some information about machines that being in a cold environment will sometimes act up till they warm up and I suggested to *** that he give it hours to adjust to it's surroundings before moving forward since the machine had been transferred in an open pickup and it was very cold that day, he agreed to do thisThe customer called me back immediately after I got off the phone with Bountiful and told me he really would just like us to cover the cost of an in-home repair, more than he'd want a refundI restated what I initially told him about having to pay Isaac for the visit if it turns out he did the damage himself, but then I told him what Bountiful told me about the cold weather and I suggested he wait a couple days for the machine to warm up in his home to see if that made a difference, which would be until Monday when someone from our corporate office could call him, as was Greg's original planHe saw this as a reasonable alternative."Attached is copy of our warranty that every customer gets with purchase