Complaint: [redacted] I am rejecting this response because:the warranty for the the product is supposed to be (one) year and the business is stating that I have a month warranty, please explain, I have called numerous times and the business could not find my purchase in the computerI am willing to work with the business and ship the faulty parts back to business and I am fine with no refund on shipping and % restocking (I will be satisfied with the $1,- % refund) I can not take a chance on receiving bad parts out of orderedI feel that this resolution is good for both sides if the business is standing behind their product as a call I have placed in February about the cores - business told me [redacted] would call me and no-one ever did call me please call me so we can resolve this matter [redacted] Regards, [redacted]
Company's response bellow:From: [redacted] >Date: Wed, Mar 2, at 12:PMSubject: Revdex.com Complaint Response #[redacted] To: [redacted] Cc: [redacted] >Complaint Response Complaint ID# [redacted] Customer: [redacted] From the time L&J Diesel’s (Dieselogic) humble beginning as a single-person operation in 1968, through its growth into the most diverse and complete independent diesel shop of its kind in the southeast, Dieselogic’s mission has remained the same – to provide our customers competitively valued quality, products and service at a level of excellence that establishes the standard for our industryMr [redacted] enquired about an injector he purchased from us late January for possible warranty On January 29, we replied via email (see attachment titled “email”) explaining our Warranty Policy (at bottom of email) and that the Customer had options Option 1: Customer may send in his warranty product for evaluation and we will process as follow; if warranty accepted we will repair and return product but if no fault is found we will return the product back to Customer Option 2: If Customer needs product urgently, he may purchase replacement THEN send his product to us If warranty is accepted Customer will receive full refund If no fault is found we will charge Customer a restocking feeCustomer chose Option On February 9, we received the injector for possible warranty (see supporting document attached titled “Return”) Our company went through proper procedure and protocol and stayed in contact with Mr [redacted] via email (see attachment titled “email” for the entire chain of emails to and from Mr [redacted] )On February 25, 2016, or two weeks and days after receiving product, we shipped the warranty out to Mr [redacted] at no cost to him and included the tracking # [redacted] , (see supporting document attached titled “Delivery”) I have also attached the Tracking informationMr [redacted] is scheduled to receive his warranty on March 3, by end of day in accordance to information provided by [redacted] trackingWe certainly understand the hardships of having ones truck inoperable for any period of time and this is the reason we offered to him Option to comply with his urgency We apologize to Mr [redacted] if there has been any confusionI invite Mr [redacted] to email us directly if there are any more questions or concerns Sincerely [redacted] [redacted] [redacted] [redacted] [redacted] [redacted]
Company's response below:From: [redacted] >Date: Tue, May 31, at 4:PMSubject: [redacted] To: [email protected] 31, Dear Ms***: Mr [redacted] purchased injectors from us December 10th, for his [redacted] *ruck His order was shipped the same day and delivered on December 11th, as the customer requested and paid for next day air shipping.The product is under a six month unlimited mileage parts only warranty (we do not cover labor) as explained when he placed his order.The complaint sent to you states that he contacted us on April 11th, 2016, April 25th, and April 28th, The only time he contact us was on February 05th, regarding his cores and nothing was mentioned about any problems with his product With that being said, had Mr [redacted] contact us about the problems that he was having, instead of taking it upon himself to go elsewhere and pay out of pocket, we would have been glad to accept the product back under our warranty program which his order is covered under until and the testing would have been at no charge to him Without having the product here to determine if the cause of failure was at fault of the injectors there is no way for us to cover the product under our warranty policy which is below for your review.Our return policy is for product to be returned within days from date of shipment and does not permit for a refund once the product has been installed (used) at that time it becomes coverable under the warranty period of six months.Now the customer is stating that he wants $back though he only paid $for the injectors.We are more than happy to work with Mr [redacted] if he contacts us and wants to send the injectors to us before the warranty expires on June 10th, Please have Mr [redacted] call us at [redacted] and speak with the warranty [redacted] We look forward to hearing from Mr [redacted] in the near future and resolving this with him.If there is anything else please do not hesitate to reach out to us again.Thank you,L&J Diesel Service, Inc OUR WARRANTY POLICY: Dieselogic Limited Warranty is valid for one year from date of shipment, as long as Product has been installed by a licensed industry professional, Product has not been abused, disassembled or modified The Limited Warranty does not include or cover any labor or repairs, expenses or injuries or damages to persons, property or things including but not limited to those arising from loss of profits, productions, increased cost of operation or breakdowns arising in connection with the sale or use of, or inability to use Product The Warranty is void if Product Cores were not returned within the allotted timeframeDieselogic grants solely to Buyer for a limited period of one (1) year from the date of shipment the following non-transferable limited warranty (“Limited Warranty”): that the goods shipped under this Agreement will be free of material defects in manufacture under useIN THE EVENT OF A BREACH OF THE LIMITED WARRANTY, DIESELOGIC ENTIRE OBLIGATION AND LIABILITY TO BUYER, AND BUYER’S SOLE AND EXCLUSIVE REMEDY SHALL BE AS FOLLOWS: Dieselogic will, at its option, repair or replace any such defective goodsThe foregoing Limited Warranty is expressly conditioned upon the following: (aa) Buyer giving notice of the claim within the one year period of the Limited Warranty; (bb) the goods were installed by a licensed industry professional; (cc) the goods have not been abused, misused, disassembled or modified and were operated in accordance with industry standards and Dieselogic’s instructions delivered with the goods.DIESELOGIC EXPRESSLY DISCLAIMS AND THE LIMITED WARRANTY DOES NOT INCLUDE OR COVER ANY LABOR PERFORMED IN CONNECTION WITH REMOVAL, REPLACEMENT OR INSTALLATION OF REPAIRED OR REPLACED PARTS OR FOR ANY OTHER COSTS, EXPENSES OR INJURIES OR DAMAGES TO PERSONS (INCLUDING DEATH) OR TO PROPERTY OR THINGS INCLUDING BUT NOT LIMITED TO THOSE ARISING FROM LOSS OF PROFITS, PRODUCTION, INCREASED COST OF OPERATION, OR SPOILAGE OF MATERIAL ARISING IN CONNECTION WITH THE SALE OR USE OF, OR INABILITY TO USE ANY GOODS OTHER THAN THE LIMITED WARRANTY EXPRESSLY SET FORTH IN THIS SECTION 6, DIESELOGIC DOES NOT MAKE ANY EXPRESS OR IMPLIED WARRANTIES, CONDITIONS, OR REPRESENTATIONS TO BUYER OR ANY OTHER PARTY WITH RESPECT TO ANY GOODS OR SERVICES PROVIDED HEREUNDER OR OTHERWISE REGARDING THIS AGREEMENT, WHETHER ORAL OR WRITTEN, EXPRESS, IMPLIED OR STATUTORY WITHOUT LIMITING THE FOREGOING, ANY IMPLIED WARRANTY OR CONDITION OF MERCHANTABILITY, THE IMPLIED WARRANTY AGAINST INFRINGEMENT, AND THE IMPLIED WARRANTY OR CONDITION OF FITNESS FOR A PARTICULAR PURPOSE ARE EXPRESSLY EXCLUDED AND DISCLAIMEDRETURN POLICY The Return Policy is separate from the one year Limited Warranty We accept returns within days of receipt15% restockng fee appliesNo returns will be accepted without an RMAYou must obtain RMA from the sellerAfter inspection of the return, if the item has been installed; item will be sent back to customer at their expenseCustomer pays for return shipping chargesWe will assume no liability for damages caused in transit RETURNS MUST BE SENT BACK IN ORIGINAL PACKAGING UNUSED AND UNINSTALLEDThe Return Policy is subject to change without noticeSincerely / [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] *** tel [redacted] *** fax [redacted]
Mr [redacted] 's package was inadvertently sent to a previous address on file for him instead of to his new address A second package was shipped next day air at no expense to Mr [redacted] on January 6, please see attached tracking information
[redacted] From the time L&J Diesel’s (Dieselogic) humble beginning as a single-person operation in 1968, through its growth into the most diverse and complete independent diesel shop of its kind in the southeast, Dieselogic’s mission has remained the same – to provide our customers competitively valued quality, products and service at a level of excellence that establishes the standard for our industry. Mr. [redacted] enquired about an injector he purchased from us late January for possible warranty. On January 29, 2016 we replied via email (see attachment titled “email”) explaining our Warranty Policy (at bottom of email) and that the Customer had 2 options. Option 1: Customer may send in his warranty product for evaluation and we will process as follow; if warranty accepted we will repair and return product but if no fault is found we will return the product back to Customer. Option 2: If Customer needs product urgently, he may purchase replacement THEN send his product to us. If warranty is accepted Customer will receive full refund. If no fault is found we will charge Customer a restocking fee. Customer chose Option 1. On February 9, 2016 we received the injector for possible warranty (see supporting document attached titled “Return”). Our company went through proper procedure and protocol and stayed in contact with Mr. [redacted] via email (see attachment titled “email” for the entire chain of emails to and from Mr. [redacted]). On February 25, 2016, or two weeks and 2 days after receiving product, we shipped the warranty out to Mr. [redacted] at no cost to him and included the tracking # [redacted], (see supporting document attached titled “Delivery”). I have also attached the Tracking information. Mr. [redacted] is scheduled to receive his warranty on March 3, 2016 by end of day in accordance to information provided by [redacted] tracking. We certainly understand the hardships of having ones truck inoperable for any period of time and this is the reason we offered to him Option 2 to comply with his urgency. We apologize to Mr. [redacted] if there has been any confusion. I invite Mr. [redacted] to email us directly if there are any more questions or concerns. Sincerely [redacted] * [redacted] * [redacted]
Mr. [redacted]'s package was inadvertently sent to a previous address on file for him instead of to his new address. A second package was shipped next day air at no expense to Mr. [redacted] on January 6, please see attached tracking information.
Complaint: [redacted]
I am rejecting this response because:the warranty for the the product is supposed to be 1 (one) year and the business is stating that I have a 6 month warranty, please explain, I have called numerous times and the business could not find my purchase in the computer. I am willing to work with the business and ship the faulty parts back to business and I am fine with no refund on shipping and 15 % restocking (I will be satisfied with the $1,300 - 15 % refund) I can not take a chance on receiving 5 bad parts out of 6 ordered. I feel that this resolution is good for both sides if the business is standing behind their product. as a call I have placed in February about the cores - business told me [redacted] would call me and no-one ever did call me please call me so we can resolve this matter [redacted].
Regards,
[redacted]
Company's response below:From: [redacted]>Date: Tue, May 31, 2016 at 4:37 PMSubject: [redacted]To: [email protected] 31, 2016 Dear Ms. [redacted]: Mr. [redacted] purchased injectors from us December 10th, 2015 for his [redacted]ruck....
His order was shipped the same day and delivered on December 11th, 2015 as the customer requested and paid for next day air shipping.The product is under a six month unlimited mileage parts only warranty (we do not cover labor) as explained when he placed his order.The complaint sent to you states that he contacted us on April 11th, 2016, April 25th, 2016 and April 28th, 2016. The only time he contact us was on February 05th, 2016 regarding his cores and nothing was mentioned about any problems with his product. With that being said, had Mr. [redacted] contact us about the problems that he was having, instead of taking it upon himself to go elsewhere and pay out of pocket, we would have been glad to accept the product back under our warranty program which his order is covered under until 06.10.2016 and the testing would have been at no charge to him. Without having the product here to determine if the cause of failure was at fault of the injectors there is no way for us to cover the product under our warranty policy which is below for your review.Our return policy is for product to be returned within 14 days from date of shipment and does not permit for a refund once the product has been installed (used) at that time it becomes coverable under the warranty period of six months.Now the customer is stating that he wants $1500.00 back though he only paid $1379.95 for the injectors.We are more than happy to work with Mr. [redacted] if he contacts us and wants to send the injectors to us before the warranty expires on June 10th, 2016. Please have Mr. [redacted] call us at [redacted] and speak with the warranty [redacted]. We look forward to hearing from Mr. [redacted] in the near future and resolving this with him.If there is anything else please do not hesitate to reach out to us again.Thank you,L&J Diesel Service, Inc OUR WARRANTY POLICY: Dieselogic Limited Warranty is valid for one year from date of shipment, as long as Product has been installed by a licensed industry professional, Product has not been abused, disassembled or modified. The Limited Warranty does not include or cover any labor or repairs, expenses or injuries or damages to persons, property or things including but not limited to those arising from loss of profits, productions, increased cost of operation or breakdowns arising in connection with the sale or use of, or inability to use Product. The Warranty is void if Product Cores were not returned within the allotted timeframe. Dieselogic grants solely to Buyer for a limited period of one (1) year from the date of shipment the following non-transferable limited warranty (“Limited Warranty”): that the goods shipped under this Agreement will be free of material defects in manufacture under normal use. IN THE EVENT OF A BREACH OF THE LIMITED WARRANTY, DIESELOGIC ENTIRE OBLIGATION AND LIABILITY TO BUYER, AND BUYER’S SOLE AND EXCLUSIVE REMEDY SHALL BE AS FOLLOWS: Dieselogic will, at its option, repair or replace any such defective goods. The foregoing Limited Warranty is expressly conditioned upon the following: (aa) Buyer giving notice of the claim within the one year period of the Limited Warranty; (bb) the goods were installed by a licensed industry professional; (cc) the goods have not been abused, misused, disassembled or modified and were operated in accordance with industry standards and Dieselogic’s instructions delivered with the goods.DIESELOGIC EXPRESSLY DISCLAIMS AND THE LIMITED WARRANTY DOES NOT INCLUDE OR COVER ANY LABOR PERFORMED IN CONNECTION WITH REMOVAL, REPLACEMENT OR INSTALLATION OF REPAIRED OR REPLACED PARTS OR FOR ANY OTHER COSTS, EXPENSES OR INJURIES OR DAMAGES TO PERSONS (INCLUDING DEATH) OR TO PROPERTY OR THINGS INCLUDING BUT NOT LIMITED TO THOSE ARISING FROM LOSS OF PROFITS, PRODUCTION, INCREASED COST OF OPERATION, OR SPOILAGE OF MATERIAL ARISING IN CONNECTION WITH THE SALE OR USE OF, OR INABILITY TO USE ANY GOODS. OTHER THAN THE LIMITED WARRANTY EXPRESSLY SET FORTH IN THIS SECTION 6, DIESELOGIC DOES NOT MAKE ANY EXPRESS OR IMPLIED WARRANTIES, CONDITIONS, OR REPRESENTATIONS TO BUYER OR ANY OTHER PARTY WITH RESPECT TO ANY GOODS OR SERVICES PROVIDED HEREUNDER OR OTHERWISE REGARDING THIS AGREEMENT, WHETHER ORAL OR WRITTEN, EXPRESS, IMPLIED OR STATUTORY. WITHOUT LIMITING THE FOREGOING, ANY IMPLIED WARRANTY OR CONDITION OF MERCHANTABILITY, THE IMPLIED WARRANTY AGAINST INFRINGEMENT, AND THE IMPLIED WARRANTY OR CONDITION OF FITNESS FOR A PARTICULAR PURPOSE ARE EXPRESSLY EXCLUDED AND DISCLAIMED. RETURN POLICY The Return Policy is separate from the one year Limited Warranty. We accept returns within 14 days of receipt. 15% restockng fee applies. No returns will be accepted without an RMA. You must obtain RMA from the seller. After inspection of the return, if the item has been installed; item will be sent back to customer at their expense. Customer pays for return shipping charges. We will assume no liability for damages caused in transit. RETURNS MUST BE SENT BACK IN ORIGINAL PACKAGING UNUSED AND UNINSTALLED. The Return Policy is subject to change without notice. Sincerely / [redacted] * [redacted] * [redacted] [redacted] [redacted] tel [redacted] fax [redacted]
L & J Diesel, home of Dieselogic strives to provide customer satisfaction in all situations. This customer purchased product on 08/24/17. The customer then contacted the company on 09/06/17 stating that his product was faulty. Return product was received from customer on...
09/15/17 via L & J Diesel provided shipping label, replacement product was shipped free of charge on 09/19/17. Customer again contacted the company on 09/27/17 stating that the replacement product was also faulty and requested a refund instead of replacement product. The second product return was received by L & J Diesel on 10/09/17. The customer was assessed a restocking fee since warranty policy specifies replacement of parts only and a refund of $896.25 was issued on 10/19/17. The customer was refunded $60.00 for his core deposit on 09/20/17. L & J Diesel also sent cores to the customer on 10/13/17 at no cost to him to enable him to purchase elsewhere. L & J Diesel provides free UPS Ground shipping for all customers, if a customer wishes to upgrade to expedited shipping it is at their cost. The customer requested a resolution that was outside of all stated and agreed to policies but was granted an exception to accommodate his requests. It later came to light that the customer never installed the product but was basing his statements on information given to him by the diesel shop doing the work on his vehicle. It is our opinion that the customer is being misled by the shop as they want to sell him their injectors.
Complaint: [redacted] I am rejecting this response because:the warranty for the the product is supposed to be (one) year and the business is stating that I have a month warranty, please explain, I have called numerous times and the business could not find my purchase in the computerI am willing to work with the business and ship the faulty parts back to business and I am fine with no refund on shipping and % restocking (I will be satisfied with the $1,- % refund) I can not take a chance on receiving bad parts out of orderedI feel that this resolution is good for both sides if the business is standing behind their product as a call I have placed in February about the cores - business told me [redacted] would call me and no-one ever did call me please call me so we can resolve this matter [redacted] Regards, [redacted]
Company's response bellow:From: [redacted] >Date: Wed, Mar 2, at 12:PMSubject: Revdex.com Complaint Response #[redacted] To: [redacted] Cc: [redacted] >Complaint Response Complaint ID# [redacted] Customer: [redacted] From the time L&J Diesel’s (Dieselogic) humble beginning as a single-person operation in 1968, through its growth into the most diverse and complete independent diesel shop of its kind in the southeast, Dieselogic’s mission has remained the same – to provide our customers competitively valued quality, products and service at a level of excellence that establishes the standard for our industryMr [redacted] enquired about an injector he purchased from us late January for possible warranty On January 29, we replied via email (see attachment titled “email”) explaining our Warranty Policy (at bottom of email) and that the Customer had options Option 1: Customer may send in his warranty product for evaluation and we will process as follow; if warranty accepted we will repair and return product but if no fault is found we will return the product back to Customer Option 2: If Customer needs product urgently, he may purchase replacement THEN send his product to us If warranty is accepted Customer will receive full refund If no fault is found we will charge Customer a restocking feeCustomer chose Option On February 9, we received the injector for possible warranty (see supporting document attached titled “Return”) Our company went through proper procedure and protocol and stayed in contact with Mr [redacted] via email (see attachment titled “email” for the entire chain of emails to and from Mr [redacted] )On February 25, 2016, or two weeks and days after receiving product, we shipped the warranty out to Mr [redacted] at no cost to him and included the tracking # [redacted] , (see supporting document attached titled “Delivery”) I have also attached the Tracking informationMr [redacted] is scheduled to receive his warranty on March 3, by end of day in accordance to information provided by [redacted] trackingWe certainly understand the hardships of having ones truck inoperable for any period of time and this is the reason we offered to him Option to comply with his urgency We apologize to Mr [redacted] if there has been any confusionI invite Mr [redacted] to email us directly if there are any more questions or concerns Sincerely [redacted] [redacted] [redacted] [redacted] [redacted] [redacted]
Company's response below:From: [redacted] >Date: Tue, May 31, at 4:PMSubject: [redacted] To: [email protected] 31, Dear Ms***: Mr [redacted] purchased injectors from us December 10th, for his [redacted] *ruck His order was shipped the same day and delivered on December 11th, as the customer requested and paid for next day air shipping.The product is under a six month unlimited mileage parts only warranty (we do not cover labor) as explained when he placed his order.The complaint sent to you states that he contacted us on April 11th, 2016, April 25th, and April 28th, The only time he contact us was on February 05th, regarding his cores and nothing was mentioned about any problems with his product With that being said, had Mr [redacted] contact us about the problems that he was having, instead of taking it upon himself to go elsewhere and pay out of pocket, we would have been glad to accept the product back under our warranty program which his order is covered under until and the testing would have been at no charge to him Without having the product here to determine if the cause of failure was at fault of the injectors there is no way for us to cover the product under our warranty policy which is below for your review.Our return policy is for product to be returned within days from date of shipment and does not permit for a refund once the product has been installed (used) at that time it becomes coverable under the warranty period of six months.Now the customer is stating that he wants $back though he only paid $for the injectors.We are more than happy to work with Mr [redacted] if he contacts us and wants to send the injectors to us before the warranty expires on June 10th, Please have Mr [redacted] call us at [redacted] and speak with the warranty [redacted] We look forward to hearing from Mr [redacted] in the near future and resolving this with him.If there is anything else please do not hesitate to reach out to us again.Thank you,L&J Diesel Service, Inc OUR WARRANTY POLICY: Dieselogic Limited Warranty is valid for one year from date of shipment, as long as Product has been installed by a licensed industry professional, Product has not been abused, disassembled or modified The Limited Warranty does not include or cover any labor or repairs, expenses or injuries or damages to persons, property or things including but not limited to those arising from loss of profits, productions, increased cost of operation or breakdowns arising in connection with the sale or use of, or inability to use Product The Warranty is void if Product Cores were not returned within the allotted timeframeDieselogic grants solely to Buyer for a limited period of one (1) year from the date of shipment the following non-transferable limited warranty (“Limited Warranty”): that the goods shipped under this Agreement will be free of material defects in manufacture under useIN THE EVENT OF A BREACH OF THE LIMITED WARRANTY, DIESELOGIC ENTIRE OBLIGATION AND LIABILITY TO BUYER, AND BUYER’S SOLE AND EXCLUSIVE REMEDY SHALL BE AS FOLLOWS: Dieselogic will, at its option, repair or replace any such defective goodsThe foregoing Limited Warranty is expressly conditioned upon the following: (aa) Buyer giving notice of the claim within the one year period of the Limited Warranty; (bb) the goods were installed by a licensed industry professional; (cc) the goods have not been abused, misused, disassembled or modified and were operated in accordance with industry standards and Dieselogic’s instructions delivered with the goods.DIESELOGIC EXPRESSLY DISCLAIMS AND THE LIMITED WARRANTY DOES NOT INCLUDE OR COVER ANY LABOR PERFORMED IN CONNECTION WITH REMOVAL, REPLACEMENT OR INSTALLATION OF REPAIRED OR REPLACED PARTS OR FOR ANY OTHER COSTS, EXPENSES OR INJURIES OR DAMAGES TO PERSONS (INCLUDING DEATH) OR TO PROPERTY OR THINGS INCLUDING BUT NOT LIMITED TO THOSE ARISING FROM LOSS OF PROFITS, PRODUCTION, INCREASED COST OF OPERATION, OR SPOILAGE OF MATERIAL ARISING IN CONNECTION WITH THE SALE OR USE OF, OR INABILITY TO USE ANY GOODS OTHER THAN THE LIMITED WARRANTY EXPRESSLY SET FORTH IN THIS SECTION 6, DIESELOGIC DOES NOT MAKE ANY EXPRESS OR IMPLIED WARRANTIES, CONDITIONS, OR REPRESENTATIONS TO BUYER OR ANY OTHER PARTY WITH RESPECT TO ANY GOODS OR SERVICES PROVIDED HEREUNDER OR OTHERWISE REGARDING THIS AGREEMENT, WHETHER ORAL OR WRITTEN, EXPRESS, IMPLIED OR STATUTORY WITHOUT LIMITING THE FOREGOING, ANY IMPLIED WARRANTY OR CONDITION OF MERCHANTABILITY, THE IMPLIED WARRANTY AGAINST INFRINGEMENT, AND THE IMPLIED WARRANTY OR CONDITION OF FITNESS FOR A PARTICULAR PURPOSE ARE EXPRESSLY EXCLUDED AND DISCLAIMEDRETURN POLICY The Return Policy is separate from the one year Limited Warranty We accept returns within days of receipt15% restockng fee appliesNo returns will be accepted without an RMAYou must obtain RMA from the sellerAfter inspection of the return, if the item has been installed; item will be sent back to customer at their expenseCustomer pays for return shipping chargesWe will assume no liability for damages caused in transit RETURNS MUST BE SENT BACK IN ORIGINAL PACKAGING UNUSED AND UNINSTALLEDThe Return Policy is subject to change without noticeSincerely / [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] *** tel [redacted] *** fax [redacted]
Mr [redacted] 's package was inadvertently sent to a previous address on file for him instead of to his new address A second package was shipped next day air at no expense to Mr [redacted] on January 6, please see attached tracking information
Company's response bellow:From: [redacted]>Date: Wed, Mar 2, 2016 at 12:57 PMSubject: Revdex.com Complaint Response #1[redacted]To: [redacted]Cc: [redacted]>Complaint Response Complaint ID# [redacted] Customer:...
[redacted] From the time L&J Diesel’s (Dieselogic) humble beginning as a single-person operation in 1968, through its growth into the most diverse and complete independent diesel shop of its kind in the southeast, Dieselogic’s mission has remained the same – to provide our customers competitively valued quality, products and service at a level of excellence that establishes the standard for our industry. Mr. [redacted] enquired about an injector he purchased from us late January for possible warranty. On January 29, 2016 we replied via email (see attachment titled “email”) explaining our Warranty Policy (at bottom of email) and that the Customer had 2 options. Option 1: Customer may send in his warranty product for evaluation and we will process as follow; if warranty accepted we will repair and return product but if no fault is found we will return the product back to Customer. Option 2: If Customer needs product urgently, he may purchase replacement THEN send his product to us. If warranty is accepted Customer will receive full refund. If no fault is found we will charge Customer a restocking fee. Customer chose Option 1. On February 9, 2016 we received the injector for possible warranty (see supporting document attached titled “Return”). Our company went through proper procedure and protocol and stayed in contact with Mr. [redacted] via email (see attachment titled “email” for the entire chain of emails to and from Mr. [redacted]). On February 25, 2016, or two weeks and 2 days after receiving product, we shipped the warranty out to Mr. [redacted] at no cost to him and included the tracking # [redacted], (see supporting document attached titled “Delivery”). I have also attached the Tracking information. Mr. [redacted] is scheduled to receive his warranty on March 3, 2016 by end of day in accordance to information provided by [redacted] tracking. We certainly understand the hardships of having ones truck inoperable for any period of time and this is the reason we offered to him Option 2 to comply with his urgency. We apologize to Mr. [redacted] if there has been any confusion. I invite Mr. [redacted] to email us directly if there are any more questions or concerns. Sincerely [redacted] * [redacted] * [redacted]
Mr. [redacted]'s package was inadvertently sent to a previous address on file for him instead of to his new address. A second package was shipped next day air at no expense to Mr. [redacted] on January 6, please see attached tracking information.
Complaint: [redacted]
I am rejecting this response because:the warranty for the the product is supposed to be 1 (one) year and the business is stating that I have a 6 month warranty, please explain, I have called numerous times and the business could not find my purchase in the computer. I am willing to work with the business and ship the faulty parts back to business and I am fine with no refund on shipping and 15 % restocking (I will be satisfied with the $1,300 - 15 % refund) I can not take a chance on receiving 5 bad parts out of 6 ordered. I feel that this resolution is good for both sides if the business is standing behind their product. as a call I have placed in February about the cores - business told me [redacted] would call me and no-one ever did call me please call me so we can resolve this matter [redacted].
Regards,
[redacted]
Company's response below:From: [redacted]>Date: Tue, May 31, 2016 at 4:37 PMSubject: [redacted]To: [email protected] 31, 2016 Dear Ms. [redacted]: Mr. [redacted] purchased injectors from us December 10th, 2015 for his [redacted]ruck....
His order was shipped the same day and delivered on December 11th, 2015 as the customer requested and paid for next day air shipping.The product is under a six month unlimited mileage parts only warranty (we do not cover labor) as explained when he placed his order.The complaint sent to you states that he contacted us on April 11th, 2016, April 25th, 2016 and April 28th, 2016. The only time he contact us was on February 05th, 2016 regarding his cores and nothing was mentioned about any problems with his product. With that being said, had Mr. [redacted] contact us about the problems that he was having, instead of taking it upon himself to go elsewhere and pay out of pocket, we would have been glad to accept the product back under our warranty program which his order is covered under until 06.10.2016 and the testing would have been at no charge to him. Without having the product here to determine if the cause of failure was at fault of the injectors there is no way for us to cover the product under our warranty policy which is below for your review.Our return policy is for product to be returned within 14 days from date of shipment and does not permit for a refund once the product has been installed (used) at that time it becomes coverable under the warranty period of six months.Now the customer is stating that he wants $1500.00 back though he only paid $1379.95 for the injectors.We are more than happy to work with Mr. [redacted] if he contacts us and wants to send the injectors to us before the warranty expires on June 10th, 2016. Please have Mr. [redacted] call us at [redacted] and speak with the warranty [redacted]. We look forward to hearing from Mr. [redacted] in the near future and resolving this with him.If there is anything else please do not hesitate to reach out to us again.Thank you,L&J Diesel Service, Inc OUR WARRANTY POLICY: Dieselogic Limited Warranty is valid for one year from date of shipment, as long as Product has been installed by a licensed industry professional, Product has not been abused, disassembled or modified. The Limited Warranty does not include or cover any labor or repairs, expenses or injuries or damages to persons, property or things including but not limited to those arising from loss of profits, productions, increased cost of operation or breakdowns arising in connection with the sale or use of, or inability to use Product. The Warranty is void if Product Cores were not returned within the allotted timeframe. Dieselogic grants solely to Buyer for a limited period of one (1) year from the date of shipment the following non-transferable limited warranty (“Limited Warranty”): that the goods shipped under this Agreement will be free of material defects in manufacture under normal use. IN THE EVENT OF A BREACH OF THE LIMITED WARRANTY, DIESELOGIC ENTIRE OBLIGATION AND LIABILITY TO BUYER, AND BUYER’S SOLE AND EXCLUSIVE REMEDY SHALL BE AS FOLLOWS: Dieselogic will, at its option, repair or replace any such defective goods. The foregoing Limited Warranty is expressly conditioned upon the following: (aa) Buyer giving notice of the claim within the one year period of the Limited Warranty; (bb) the goods were installed by a licensed industry professional; (cc) the goods have not been abused, misused, disassembled or modified and were operated in accordance with industry standards and Dieselogic’s instructions delivered with the goods.DIESELOGIC EXPRESSLY DISCLAIMS AND THE LIMITED WARRANTY DOES NOT INCLUDE OR COVER ANY LABOR PERFORMED IN CONNECTION WITH REMOVAL, REPLACEMENT OR INSTALLATION OF REPAIRED OR REPLACED PARTS OR FOR ANY OTHER COSTS, EXPENSES OR INJURIES OR DAMAGES TO PERSONS (INCLUDING DEATH) OR TO PROPERTY OR THINGS INCLUDING BUT NOT LIMITED TO THOSE ARISING FROM LOSS OF PROFITS, PRODUCTION, INCREASED COST OF OPERATION, OR SPOILAGE OF MATERIAL ARISING IN CONNECTION WITH THE SALE OR USE OF, OR INABILITY TO USE ANY GOODS. OTHER THAN THE LIMITED WARRANTY EXPRESSLY SET FORTH IN THIS SECTION 6, DIESELOGIC DOES NOT MAKE ANY EXPRESS OR IMPLIED WARRANTIES, CONDITIONS, OR REPRESENTATIONS TO BUYER OR ANY OTHER PARTY WITH RESPECT TO ANY GOODS OR SERVICES PROVIDED HEREUNDER OR OTHERWISE REGARDING THIS AGREEMENT, WHETHER ORAL OR WRITTEN, EXPRESS, IMPLIED OR STATUTORY. WITHOUT LIMITING THE FOREGOING, ANY IMPLIED WARRANTY OR CONDITION OF MERCHANTABILITY, THE IMPLIED WARRANTY AGAINST INFRINGEMENT, AND THE IMPLIED WARRANTY OR CONDITION OF FITNESS FOR A PARTICULAR PURPOSE ARE EXPRESSLY EXCLUDED AND DISCLAIMED. RETURN POLICY The Return Policy is separate from the one year Limited Warranty. We accept returns within 14 days of receipt. 15% restockng fee applies. No returns will be accepted without an RMA. You must obtain RMA from the seller. After inspection of the return, if the item has been installed; item will be sent back to customer at their expense. Customer pays for return shipping charges. We will assume no liability for damages caused in transit. RETURNS MUST BE SENT BACK IN ORIGINAL PACKAGING UNUSED AND UNINSTALLED. The Return Policy is subject to change without notice. Sincerely / [redacted] * [redacted] * [redacted] [redacted] [redacted] tel [redacted] fax [redacted]
L & J Diesel, home of Dieselogic strives to provide customer satisfaction in all situations. This customer purchased product on 08/24/17. The customer then contacted the company on 09/06/17 stating that his product was faulty. Return product was received from customer on...
09/15/17 via L & J Diesel provided shipping label, replacement product was shipped free of charge on 09/19/17. Customer again contacted the company on 09/27/17 stating that the replacement product was also faulty and requested a refund instead of replacement product. The second product return was received by L & J Diesel on 10/09/17. The customer was assessed a restocking fee since warranty policy specifies replacement of parts only and a refund of $896.25 was issued on 10/19/17. The customer was refunded $60.00 for his core deposit on 09/20/17. L & J Diesel also sent cores to the customer on 10/13/17 at no cost to him to enable him to purchase elsewhere. L & J Diesel provides free UPS Ground shipping for all customers, if a customer wishes to upgrade to expedited shipping it is at their cost. The customer requested a resolution that was outside of all stated and agreed to policies but was granted an exception to accommodate his requests. It later came to light that the customer never installed the product but was basing his statements on information given to him by the diesel shop doing the work on his vehicle. It is our opinion that the customer is being misled by the shop as they want to sell him their injectors.