The product in question has the following initial terms of warranty: Smarter Tools warrants to the original purchaser that the mechanical and electrical components will be free of defects in material and workmanship for a period of two (2) year or hours (measured by the factory installed hour meter) from the original date of purchase (year or hours for commercial & industrial use)The warranty is provided within the user’s manual for the generator and the details of the limitations and terms of that warranty are described thereinAn electronic version is also available on our website at [redacted] As of this date 09/20/17, the product in question would still be covered under the warranty unless the hours measured by the factory installed hour meter have exceeded two hundred (200).If the product in question is still under warranty, we would be happy to provide the requested/necessary parts to repair the unitUnfortunately, there was no detail provided that describes the nature of the problemIf the product is no longer under warranty due to the hours measured by the factory installed hour meter, one would might argue that the product has been useful and has performed its primary functions irrespective of the customer’s claimsRegarding the claim of a lack of response to repeated email communications, it is possible that the email address provided, which is a tailored domain made up of the customer’s first and last name, is being blocked or treated as spam by our domain hostWith regards to the claim of lack of response or the inability to reach us by telephone, it is possible that this customer, like many of our customers that own portable generators, wait until the storm or hurricane is upon us before addressing issues that they might be experiencing with their productUnfortunately, these are random acts of God and it is next to impossible to ramp up our call center to handle the volume of calls during these periodsWe are more than ready to reach out to the customer directly, once this arbitration is complete and now that we have their contact information, and assist them with any issue that they might be having with our productIn fact, we are willing to extend their original warranty coverage by six (6) months to ensure that the problem is resolved by following the proper warranty protocolsThank you for bringing this to our attentionWe look forward to working with the customer to restore their faith in our product and brand
The product in question has the following initial terms of warranty: Smarter Tools warrants to the original purchaser that the mechanical and electrical components will be free of defects in material and workmanship for a period of two (2) year or hours (measured by the factory installed hour meter) from the original date of purchase (year or hours for commercial & industrial use)The warranty is provided within the user’s manual for the generator and the details of the limitations and terms of that warranty are described thereinAn electronic version is also available on our website at [redacted] As of this date 09/20/17, the product in question would still be covered under the warranty unless the hours measured by the factory installed hour meter have exceeded two hundred (200).If the product in question is still under warranty, we would be happy to provide the requested/necessary parts to repair the unitUnfortunately, there was no detail provided that describes the nature of the problemIf the product is no longer under warranty due to the hours measured by the factory installed hour meter, one would might argue that the product has been useful and has performed its primary functions irrespective of the customer’s claimsRegarding the claim of a lack of response to repeated email communications, it is possible that the email address provided, which is a tailored domain made up of the customer’s first and last name, is being blocked or treated as spam by our domain hostWith regards to the claim of lack of response or the inability to reach us by telephone, it is possible that this customer, like many of our customers that own portable generators, wait until the storm or hurricane is upon us before addressing issues that they might be experiencing with their productUnfortunately, these are random acts of God and it is next to impossible to ramp up our call center to handle the volume of calls during these periodsWe are more than ready to reach out to the customer directly, once this arbitration is complete and now that we have their contact information, and assist them with any issue that they might be having with our productIn fact, we are willing to extend their original warranty coverage by six (6) months to ensure that the problem is resolved by following the proper warranty protocolsThank you for bringing this to our attentionWe look forward to working with the customer to restore their faith in our product and brand