Sunfx Pro International

Customer Complaint
This customer purchased her system in July She was contacted via emails and phone messages in the preceding months after her purchase as per our new customer scheduleWe do this to ensure that we can address any client concerns with equipment and application methodsShe
didn’t respond to any of these reach-outs
Her system contained her warranty conditions clearly stating the warranty is void when used with other brands of tanning SolutionsThis is due to constant issues we see from using Solutions that contain heavy bronzers with additives, alcohols and preservatives
Her system also contained spray applicatorsWe do this so should she find herself in a situation where one is not functioning she has a bato use until she can contact us
As a Company we were closed from 23rd December until the 4th JanThat is business days taking into account the public holidaysCustomers were sent emails in the month leading up to this closure informing them of our business hours over Christmas and reminding them to contact us prior to this time with
On our return to the office on the Jan 5th we received an email sent on the 28th December stating her applicator was not workingThe client was contacted via the phone that day at approximately 10am and a message leftShe was also sent an email at 10:08am requesting her to send a picture of her applicatorWe received no responsesShe was then contacted via phone again the following week on the Jan 12th again a message was left requesting her to contact us ASAP
On the she contacted us via telephone
In the discussion she expressed her concern that she hadn’t been contactedWhen we explained that we had tried to call her on a number of occasions and had sent emailsShe would not believe my staff member
She expressed her concern with us being closed over the Christmas break and that she was not able to use her equipmentWhen asked why she hadn’t used her second spray applicator so she would still be operational she claimed to not know she had another in her kit
The issue that she had with her applicator we typically see when using Solutions such as the one she disclosed and not cleaning and maintaining equipment as per our instructionsWhen she disclosed that she had indeed been using other brands right from the onsetIt was explained her that the warranty was voided on that applicator but we would try to help her as best we couldWe offered for the applicator to be sent back for us to look at and fix or that we could send her advanced cleaning instructions for her to try cleaning herself
We tried to talk to her about why she wasn’t using our SolutionsShe said she just didn’t like themAlthough on questioning why and how much she had tried to use them she said she had nearly full bottles leftShe was only supplied with these two bottlesWhen we tried to talk to her about not having given our solutions a chance nor contact us regarding her concerns she became quite offended and blamed us being closed for ChristmasShe had had the system for nearly months by this stageThis was not an acceptable solution for herThis customer was very worked up over the whole situation and I believe not open to reasonable discussion
We pride ourselves on our customer service and of the plus systems with sold at the tradeshow it would seem we had only customer that experienced issues
I am always available to talk to any customers directly to deal with any issues that may result in their dissatisfaction
Kind Regards *** *** C.E.O
SunFX America LLC

Review: I want buyers to BEWARE! This company is fabulous at selling you the equipment but unfortunately thats where the excitment stops. I purchased this system over the summer. So I have been trying to use it and love it. ( I have another system I use as well), I just could not love this machine or products at all. Then the week of Christmas my machine's applicator started to malfunction. I called and emailed the company and was not contacted till Jan 12. They were on Holiday which I think is fabulous for them but not for me. I tried trouble shooting the gun and I did try to use ST Tropez which was a huge mistake on my part. She explained that I voided my warranty. This company has amazing sales people I give them that. I believe their product is inferioir compared to what is out there on the market. I just wanted people to learn from my mistakes. Please please read your manuals always and please do your homework on the products.Desired Settlement: Professionalism. SunFX could care less what I had to say. Very disturbing

Business

Response:

Customer Complaint

This customer purchased her system in July 2014. She was contacted via emails and phone messages in the preceding months after her purchase as per our new customer schedule. We do this to ensure that we can address any client concerns with equipment and application methods. She didn’t respond to any of these reach-outs.

Her system contained her warranty conditions clearly stating the warranty is void when used with other brands of tanning Solutions. This is due to constant issues we see from using Solutions that contain heavy bronzers with additives, alcohols and preservatives.

Her system also contained 2 spray applicators. We do this so should she find herself in a situation where one is not functioning she has a back-up to use until she can contact us.

As a Company we were closed from 23rd December until the 4th Jan. That is 4 business days taking into account the public holidays. Customers were sent 2 emails in the month leading up to this closure informing them of our business hours over Christmas and reminding them to contact us prior to this time with.

On our return to the office on the Jan 5th we received an email sent on the 28th December stating her applicator was not working. The client was contacted via the phone that day at approximately 10am and a message left. She was also sent an email at 10:08am requesting her to send a picture of her applicator. We received no responses. She was then contacted via phone again the following week on the Jan 12th again a message was left requesting her to contact us ASAP.

On the 1.22.15 she contacted us via telephone.

In the discussion she expressed her concern that she hadn’t been contacted. When we explained that we had tried to call her on a number of occasions and had sent emails. She would not believe my staff member.

She expressed her concern with us being closed over the Christmas break and that she was not able to use her equipment. When asked why she hadn’t used her second spray applicator so she would still be operational she claimed to not know she had another in her kit.

The issue that she had with her applicator we typically see when using Solutions such as the one she disclosed and not cleaning and maintaining equipment as per our instructions. When she disclosed that she had indeed been using other brands right from the onset. It was explained her that the warranty was voided on that applicator but we would try to help her as best we could. We offered for the applicator to be sent back for us to look at and fix or that we could send her advanced cleaning instructions for her to try cleaning herself.

We tried to talk to her about why she wasn’t using our Solutions. She said she just didn’t like them. Although on questioning why and how much she had tried to use them she said she had 2 nearly full bottles left. She was only supplied with these two bottles. When we tried to talk to her about not having given our solutions a chance nor contact us regarding her concerns she became quite offended and blamed us being closed for Christmas. She had had the system for nearly 6 months by this stage. This was not an acceptable solution for her. This customer was very worked up over the whole situation and I believe not open to reasonable discussion.

We pride ourselves on our customer service and of the 100 plus systems with sold at the tradeshow it would seem we had only 1 customer that experienced issues.

I am always available to talk to any customers directly to deal with any issues that may result in their dissatisfaction.

Kind Regards [redacted] C.E.O.

SunFX America LLC