Smart Motion Technology

Initial Business Response / [redacted] (4000, 9, 2015/06/03) */ As customer describes in her own writings to Revdex.com, she decided not to order an out of carton chair @$during her conversation with Mr [redacted] ; she later placed an order via our website for a new SwingCha@$Out of respect to the effort she made to learn about our product, we shipped her a $top of the line chair at the same price as the basic chair, in effect a discount of $Customer received product on April at 16:AZ timeCustomer received notice placed at the top of the carton requesting immediate notification of any damage to the chairThis is a standard requirement by all parcel post carriers: we must notify them and submit our claim for damages within hours of delivery Her first recorded response came to us on May advising us the chair she received was damaged and defectiveWe responded that same day by reply email and asked for pictures of the damage and of what she perceived as "defects" in order to assure she would not be charged for that same damage if she decided to return the chairShe states she "offered to send photos", but did not do soWe received no further communications from herWe have never received any documentation establishing damage to the chair or what she perceived to be "defects" Our Satisfaction Guarantee and Return Policy is clearly described on our websiteWe offer all customers a no-cost consultation with an ergonomic seating specialist to listen to concerns about the performance of the chair and help with adjusting both the chair and the surrounding work environment to reduce health hazards through ergonomic "best practices"If this fails to satisfy the customer, they may return the chair at their expense for a full refund of the original purchase price including outbound shippingWe have never offered to pay return shipping for any customer While we do not go out of our way to encourage returns, we followed up with her on May and sent a notice advising that per our written policy, she must return the chair at her expense within days of receiving it, in the same condition in which she received it, to qualify for a full refundWe attached to that email very clear instructions for dismantling the chair, pictures describing how to safely repackage it, and the RMA number she was to put on the outside of the cartonIf she had shipped the chair on May 27, we would have received it within the day return periodWe heard nothing further from her and most importantly HAVE NOT RECEIVED THE CHAIRCustomer is well beyond the day unconditional refund period, has not provided photographic proof of damage or defects, and is making a demand for a full refund while attempting to keep the chair We can provide copies of emails, invoices, the return policy and the return instructions as required by Revdex.com to demonstrate our case that this customer does not deserve a refund Please advise what you require from us to substantiate our position Respectfully, SmartMotion Technology Inc Initial Consumer Rebuttal / [redacted] (4200, 13, 2015/06/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) This business has not provided a resolutionThey have repeated information that I already stated in writing regarding the process of ordering the chair, and when it was receivedContrary to their denial of receiving notification of defects & cosmetic damage this chair has, as I previously in my complaint to Revdex.com, they were contacted by me within hours of delivery of the chairI fail to understand why the business is even referring to the carrier, since I had clearly stated that the chair was NOT damaged in shipment - it was packaged & shipped in the condition I received itTo reiterate: the first e-mail contact was sent direct to Mr [redacted] within hours of receiving the chairA further e-mail was sent via SmartMotion's webpage first thing the next morningWhen I received no response to either message, I sent a third e-mail to SmartMotionBy the time I received a brief response to my third e-mail that evening, I had already discovered a complaint about this business on the Revdex.com site, and had contacted my credit card company for adviceMy credit card company immediately offered to send me a "dispute charge" form, because I had received a product with a defect & cosmetic damageWhen I received the e-mail from SmartMotion that evening, I responded right awayI informed them that my credit card company was sending me paperwork to dispute the charge, and asked how they would like to proceed with the matterI also informed them that I have several photos that I would be happy to send them, and asked if they would still like me to do soDespite a further e-mail on 15th May asking them again how they wished to proceed, and whether they wanted photos sending or not, there was no further contact from them until their message on 26th MayI had asked in each e-mail sent to SmartMotion for them to send a prepaid shipping label & the return shipping addressThey failed to do soThe e-mail they sent on 26th May, as already stated by me, has NO attachment with return instructions, and no RMA number has even been providedI have all the e-mails to support what I am statingThe consultation with an "ergonomic specialist" that Mr [redacted] refers to would have been pointless, since it would not change the fact that the chair has a defect in the way the seat is attached slightly skewed, nor would it change the cosmetic defects with the chairThe same policies for a chair being returned simply because the customer doesn't like it, do not apply when a customer has received a defective item (and in addition cosmetic damage)SmartMotion intentionally ignored my e-mails, and their e-mail sent to me at 6:pm CA time on the 26th was sent knowing that it would be near impossible for me to repackage the chair & have it shipped to them during that timeframe before the day test period was upI would have had to pay for day shipping out of my own pocket in order to do so, and I am not prepared to pay to ship back a defective productMr [redacted] is 100% incorrect in his comment that I am making a demand for a full refund while attempting to keep the chairAny further defamatory statements such as this will result in legal action against SmartMotionI have documentation to back up my previous statements, and have made it very clear that I do NOT want this chair in my house! I have for over a month attempted to return the chair to SmartMotion for a full refund of the purchase price, and have been requesting that they pay the return shipping cost for the defective chair I was sentThe chair is taking up floor space in my house, and I have made every effort to have SmartMotion arrange pick up & return of this defective chairMy next step will be to file a complaint with the Attorney General's Office Final Business Response / [redacted] (4000, 17, 2015/06/10) */ Customer ordered chair from our website which clearly posts our money-back guaranteeThat policy clearly states customer is responsible for returning chair within days of receiving it in order to qualify for a refund of the original purchase priceShe has claimed the chair was received both damaged and defective and she has previously stated she was willing to provide pictures clearly showing the damage and the defectsWe do not understand why she did not send us pictures proving the chair was indeed damaged and defective, especially in response to our written requests for sameWhile she states she "has never been provided a return address", the company address is clearly posted on our website and on May we sent a second email with virus-scanned PDF attachment which provided simple, clear instructions for dismantling and safely repacking the chair; her statement that she never received those instructions flies in the face of the facts because we received no bounce-back from our email server The facts are: we have no pictures from her AND we are past the time allowed for us to make a damage claim with our carrier AND most importantly she still has her SwingChairThis customer no longer qualifies for a refund We appreciate Revdex.com's asking for the facts surrounding this transaction and we believe those facts speak for themselves Final Consumer Response / [redacted] (4200, 20, 2015/06/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) While I have been advised legally against making any further comments in response to the inaccurate and untruthful statements offered up by Mr [redacted] I am unable to accept something that has never been offeredNot only has Mr [redacted] ignored e-mails documenting the issues with the chair, but he has failed to come up with any resolution, and in addition has made defamatory statementsAlthough I had stated that I did not want replacement parts sending (which in view of the issues with the chair, would necessitate much of the chair being replaced), they were never even offered to meIronically, I would have been happy initially with a discount on the chair to cover the cosmetic damageHowever, when I became aware of the misalignment of the seat installation on the frame, I knew that I would not be able to use the chair in that defective conditionIf Mr [redacted] is attempting to incorrectly state that he was not notified about all of the issues with the chair almost immediately, and that the day "test period" has now expired, why is he not at the very least standing by his product and sending a replacement seat pad? Per the warranty for the chair, SmartMotion states it will ship the necessary parts for the customer to install - so, why was this never offered? I have asked him times if he wanted me to send the photos or not, and there was no response from him until the day period was about to expireWhile sending a new seat pad part would not address either the cosmetic damage, or the very firm cushioning that does not match his online description of the chair, according to the warranty that is something that should have been offered to meIs this something else that he feels I "don't deserve", despite the printed warranty about replacement of defective materials or workmanship? I was advised by my credit card company not to return the chair to SmartMotion until the disputed charge was resolved, because they agreed that I should not have to pay return shipping for an item received with cosmetic damage, a defect, and cushioning that does not match the online descriptionThey were especially concerned that I was not receiving responses to the messages I had sent to SmartMotion detailing the issues with the chair, and that to all intents & purposes, there was a breakdown in communication with the businessThis could have all been dealt with over a month ago, if Mr [redacted] had responded to my messages, and had offered a solutionMr [redacted] has the ability to resolve the situation, and chooses not to do soI challenge him to abide by his own written warranty, and address the defective seat pad by sending a new, replacement seat pad, together with providing a discount for the cosmetic damage, and a solution for the firm cushioningIf he does so, I might consider that to be an acceptable solution

Initial Business Response /* (4000, 9, 2015/06/03) */
As customer describes in her own writings to Revdex.com, she decided not to order an out of carton chair @$495 during her conversation with Mr. [redacted]; she later placed an order via our website for a new SwingChair-II @$595. Out...

of respect to the effort she made to learn about our product, we shipped her a $695 top of the line chair at the same price as the basic chair, in effect a discount of $100. Customer received product on April 30 at 16:15 AZ time. Customer received notice placed at the top of the carton requesting immediate notification of any damage to the chair. This is a standard requirement by all parcel post carriers: we must notify them and submit our claim for damages within 24 hours of delivery.
Her first recorded response came to us on May 1 advising us the chair she received was damaged and defective. We responded that same day by reply email and asked for pictures of the damage and of what she perceived as "defects" in order to assure she would not be charged for that same damage if she decided to return the chair. She states she "offered to send photos", but did not do so. We received no further communications from her. We have never received any documentation establishing damage to the chair or what she perceived to be "defects".
Our Satisfaction Guarantee and Return Policy is clearly described on our website. We offer all customers a no-cost consultation with an ergonomic seating specialist to listen to concerns about the performance of the chair and help with adjusting both the chair and the surrounding work environment to reduce health hazards through ergonomic "best practices". If this fails to satisfy the customer, they may return the chair at their expense for a full refund of the original purchase price including outbound shipping. We have never offered to pay return shipping for any customer.
While we do not go out of our way to encourage returns, we followed up with her on May 26 and sent a notice advising that per our written policy, she must return the chair at her expense within 30 days of receiving it, in the same condition in which she received it, to qualify for a full refund. We attached to that email very clear instructions for dismantling the chair, pictures describing how to safely repackage it, and the RMA number she was to put on the outside of the carton. If she had shipped the chair on May 27, we would have received it within the 30 day return period. We heard nothing further from her and most importantly HAVE NOT RECEIVED THE CHAIR. Customer is well beyond the 30 day unconditional refund period, has not provided photographic proof of damage or defects, and is making a demand for a full refund while attempting to keep the chair.
We can provide copies of emails, invoices, the return policy and the return instructions as required by Revdex.com to demonstrate our case that this customer does not deserve a refund.
Please advise what you require from us to substantiate our position.
Respectfully,
SmartMotion Technology Inc.
Initial Consumer Rebuttal /* (4200, 13, 2015/06/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This business has not provided a resolution. They have repeated information that I already stated in writing regarding the process of ordering the chair, and when it was received. Contrary to their denial of receiving notification of defects & cosmetic damage this chair has, as I previously in my complaint to Revdex.com, they were contacted by me within 2 hours of delivery of the chair. I fail to understand why the business is even referring to the carrier, since I had clearly stated that the chair was NOT damaged in shipment - it was packaged & shipped in the condition I received it. To reiterate: the first e-mail contact was sent direct to Mr. [redacted] within 2 hours of receiving the chair. A further e-mail was sent via SmartMotion's webpage first thing the next morning. When I received no response to either message, I sent a third e-mail to SmartMotion. By the time I received a brief response to my third e-mail that evening, I had already discovered a complaint about this business on the Revdex.com site, and had contacted my credit card company for advice. My credit card company immediately offered to send me a "dispute charge" form, because I had received a product with a defect & cosmetic damage. When I received the e-mail from SmartMotion that evening, I responded right away. I informed them that my credit card company was sending me paperwork to dispute the charge, and asked how they would like to proceed with the matter. I also informed them that I have several photos that I would be happy to send them, and asked if they would still like me to do so. Despite a further e-mail on 15th May asking them again how they wished to proceed, and whether they wanted photos sending or not, there was no further contact from them until their message on 26th May. I had asked in each e-mail sent to SmartMotion for them to send a prepaid shipping label & the return shipping address. They failed to do so. The e-mail they sent on 26th May, as already stated by me, has NO attachment with return instructions, and no RMA number has even been provided. I have all the e-mails to support what I am stating. The consultation with an "ergonomic specialist" that Mr. [redacted] refers to would have been pointless, since it would not change the fact that the chair has a defect in the way the seat is attached slightly skewed, nor would it change the cosmetic defects with the chair. The same policies for a chair being returned simply because the customer doesn't like it, do not apply when a customer has received a defective item (and in addition cosmetic damage). SmartMotion intentionally ignored my e-mails, and their e-mail sent to me at 6:07 pm CA time on the 26th was sent knowing that it would be near impossible for me to repackage the chair & have it shipped to them during that timeframe before the 30 day test period was up. I would have had to pay for 3 day shipping out of my own pocket in order to do so, and I am not prepared to pay to ship back a defective product. Mr. [redacted] is 100% incorrect in his comment that I am making a demand for a full refund while attempting to keep the chair. Any further defamatory statements such as this will result in legal action against SmartMotion. I have documentation to back up my previous statements, and have made it very clear that I do NOT want this chair in my house! I have for over a month attempted to return the chair to SmartMotion for a full refund of the purchase price, and have been requesting that they pay the return shipping cost for the defective chair I was sent. The chair is taking up floor space in my house, and I have made every effort to have SmartMotion arrange pick up & return of this defective chair. My next step will be to file a complaint with the Attorney General's Office.
Final Business Response /* (4000, 17, 2015/06/10) */
Customer ordered chair from our website which clearly posts our money-back guarantee. That policy clearly states customer is responsible for returning chair within 30 days of receiving it in order to qualify for a refund of the original purchase price. She has claimed the chair was received both damaged and defective and she has previously stated she was willing to provide pictures clearly showing the damage and the defects. We do not understand why she did not send us pictures proving the chair was indeed damaged and defective, especially in response to our written requests for same. While she states she "has never been provided a return address", the company address is clearly posted on our website and on 26 May we sent a second email with virus-scanned PDF attachment which provided simple, clear instructions for dismantling and safely repacking the chair; her statement that she never received those instructions flies in the face of the facts because we received no bounce-back from our email server.
The facts are: we have no pictures from her AND we are past the time allowed for us to make a damage claim with our carrier AND most importantly she still has her SwingChair. This customer no longer qualifies for a refund.
We appreciate Revdex.com's asking for the facts surrounding this transaction and we believe those facts speak for themselves.
Final Consumer Response /* (4200, 20, 2015/06/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While I have been advised legally against making any further comments in response to the inaccurate and untruthful statements offered up by Mr. [redacted] I am unable to accept something that has never been offered. Not only has Mr. [redacted] ignored e-mails documenting the issues with the chair, but he has failed to come up with any resolution, and in addition has made defamatory statements. Although I had stated that I did not want replacement parts sending (which in view of the issues with the chair, would necessitate much of the chair being replaced), they were never even offered to me. Ironically, I would have been happy initially with a discount on the chair to cover the cosmetic damage. However, when I became aware of the misalignment of the seat installation on the frame, I knew that I would not be able to use the chair in that defective condition. If Mr. [redacted] is attempting to incorrectly state that he was not notified about all of the issues with the chair almost immediately, and that the 30 day "test period" has now expired, why is he not at the very least standing by his product and sending a replacement seat pad? Per the warranty for the chair, SmartMotion states it will ship the necessary parts for the customer to install - so, why was this never offered? I have asked him 3 times if he wanted me to send the photos or not, and there was no response from him until the 30 day period was about to expire. While sending a new seat pad part would not address either the cosmetic damage, or the very firm cushioning that does not match his online description of the chair, according to the warranty that is something that should have been offered to me. Is this something else that he feels I "don't deserve", despite the printed warranty about replacement of defective materials or workmanship? I was advised by my credit card company not to return the chair to SmartMotion until the disputed charge was resolved, because they agreed that I should not have to pay return shipping for an item received with cosmetic damage, a defect, and cushioning that does not match the online description. They were especially concerned that I was not receiving responses to the messages I had sent to SmartMotion detailing the issues with the chair, and that to all intents & purposes, there was a breakdown in communication with the business. This could have all been dealt with over a month ago, if Mr. [redacted] had responded to my messages, and had offered a solution. Mr. [redacted] has the ability to resolve the situation, and chooses not to do so. I challenge him to abide by his own written warranty, and address the defective seat pad by sending a new, replacement seat pad, together with providing a discount for the cosmetic damage, and a solution for the firm cushioning. If he does so, I might consider that to be an acceptable solution.