Thumb Electric Cooperative

Hello,Our warranty is a no questions asked 6-month replacement policyThis is the same warranty policy we uphold for every purchase and customerThis customer is months from purchase and months out of the warranty timeframeWe do not claim, state or advertise a 1-year warranty anywhere on our website or social media.Thanks

Hi, We have provided the warranty information to the customer in email exchanges, on the Revdex.com platform, on two different social media platforms and she will not stop harassing our customer service agentsHer order was placed over years ago and this is the first we have heard of this customerShe is now having other people who did not purchase from us leave negative Revdex.com complaints tooWe are unsure what to do so we have blocked her from contacting our customer service agents as the messages sent are harassingPlease call me [redacted] Thank you, [redacted] @ Charge Cords

I'm sorry you feel that wayIf you do not have a problem with the warranty itself, it seems the matter is resolvedThis is the first complaint we've received about our FAQ page causing confusion and we will take necessary steps to try and alleviate future confusion

I am rejecting this response because: I do not give consent for you to use my image and publicly display my address any personal informationIf you do not remove it I will (AND NOW I AM THREATENING WHEREAS I NEVER WAS AS DESCRIBED BY YOU) take legal actionDelete my information off of this threadHow dare you? Also, like another person who has complained stated, your warranty is not posted on your websiteAnywhereYou just make it upYou only stand by your product because you block everyone who has a problem with it and I’m sure that is many peopleSo why wouldn’t you stand by something fake perfect? Where’s my replacement? Image attached shows no description of a time frame but it DOES show a replacement is applied for defective non working cords which NEITHER of mine work

Hi,This customer placed their order on December 2, for two (2) [redacted] Lightning cables totaling $(Order #***)The customer emailed us on November 13, requesting replacements for the two cables purchasedWe have a 90-day no questions asked, money back guarantee and a 12-month free replacement guarantee on every product sold at chargcords.comThe warranty begins on the date of the original transaction and extends months from that dateCustomers are eligible for free replacements at any point during that month periodThis is nearly identical to ***'s own warranty program (their return for refund window is only days though)Since the customer's purchase was four years ago and out of the warranty window by years we are unable to replace the cablesWe have attached proof of order and the threatening emails from the customer here and will continue to defend both our products and our warrantyWe have banned the customer from contacting us on any platform due to the threatening nature of communication from the customer.Thank you,Charge Cords, LLC

I am rejecting this response because: none of what you just said is trueIf you have a warranty, or TRUE replacement policy, it should be stated on your website(It’s not, it says a replacement will be helped when you contact an email)Don’t just make something up when someone needs helpYou haven’t mentioned anything to me on “two social media platforms” so I have no idea what you are talking about, you don’t even give the opportunity to speak on social mediaYou are block button crazy! I haven’t and am not nd do not sent harassing emails, I haven’t spoken to anyone from your brand since your last reply on Revdex.comAnd this is not the first you’ve heard from me since my order is placed, I reached out before because of these non-working cords and still am stuck with the faulty product I was sent in exchange for my moneyYou guys are just ‘out of sight out of mind’ when it comes to customers, customer care, and customer issues

You need to provide proof of purchase, a receipt, or the name of the individual who placed the order to be able to exercise your warrantyWhile it may be inconvenient for you, we are unable to send replacement cords without any proof of purchaseAt the very least, we just need the name of the
individual used to place the order so we can look up the order information in our backend

Hi ***,I'm sorry your original shipment was delayed, but according to the tracking number on that original order and the replacement package we sent because of the delay, both are marked as deliveredIn addition, I attached the email here where you told us you received the package. This
claim says you did not receive any package - however the attached email states you did, while the two tracking #'s provided both are marked as deliveredThey can be viewed here: ***
If you would like a refund, you can return both packages for a refund in fullHowever we cannot provide a refund when both the original purchase and replacement shipment were received by you

I am rejecting this response because: I have no issue with the warranty itselfThe problem is within the fact that it is not posted on the website and not listed in any packaging or documentsIt is in poor business taste to post on the website that customer service will assist in replacements specifically under the FAQ section of warranty informationNo where does it state the policyA customer would not be wrong to assume that replacements are not problematic given the fact that no guidelines for them are stated

Good afternoon,This is in response to an email we received yesterday form the Revdex.com regarding a customer experience with out company, ChargeCords.comThe customer purchased two products from chargecords.com on September 22, totaling $USDOn our website, we advertise a
no-questions asked 90-day guarantee on every product we sellThe customer reached out to us on December 23, to notify us that one of the products purchased (iPhone charging cable - $19) was no longer workingThis was days after the original purchase but we honored her request for a free replacement without asking the customer to even return the original product to usWe stand behind our products which is why we honored the warranty even after expiration and did not require the customer to return the goods she was looking to warrantyThe customer then reached out to us again on April 14, to inform us that the replacement product we sent out was now no longer working eitherWe reiterated to the customer that the transaction was now months and days old and our system is unable to process replacements after monthsWe then passed the customer's feedback on to our research and design teamEvery action taken with the customer was within our company policy that is displayed publicly at chargecords.com/pages/faqs and we even broke our own company policy and extended the customer's warranty to months in order to process a complimentary replacement product for her.Please let us know if we did not uphold our policiesPlease also see the attached email communication that we have had with the buyer to date explaining our policies.Thank you,*** @ Charge Cords

Hi,I am extremely sorry to hear thatWe have a 90-day no questions asked, money back guarantee and a 12-month free replacement guarantee on every product sold at chargcords.comThe warranty begins on the date of the original transaction and extends months from that dateYou are eligible for
free replacements at any point during that month periodI was unable to locate any orders placed with us using this email address within the last monthsIf you believe you have purchased from us within the last months, please let me know!If you are out of the 12-month warranty window and are interested in receiving a replacement at a discounted price, use the coupon code takeat checkout.Thank you,*** @ Charge Cords

I am rejecting this response because: you do not state this on your website or any other company material. Your website says contact us about defective product. Like it or not you are a consumer product that is given as a gift that sometimes the receiver of the gift doesn't no it's origin.  That is the case here. If you clearly stated what is involved in exercising the warranty and the extra steps involved many consumers may not buy your product. You are being deceptive in the full detail of the warranty. Person who made purchase has no bearing on the issues at hand. You sold a product that didn't last 6 mos and you are decrptive about your warranty. Send me a new cord and this is over and I will resind the complaint. Is your time not worth more than this fight? It's a $19!cord.

I am rejecting this response because: I do not give consent for you to use my image and publicly display my address any personal information. If you do not remove it I will (AND NOW I AM THREATENING WHEREAS I NEVER WAS AS DESCRIBED BY YOU) take legal action. Delete my information off of this thread. How dare you? Also, like another person who has complained stated, your warranty is not posted on your website. Anywhere. You just make it up. You only stand by your product because you block everyone who has a problem with it and I’m sure that is many people. So why wouldn’t you stand by something fake perfect? Where’s my replacement? Image attached shows no description of a time frame but it DOES show a replacement is applied for defective non working cords which NEITHER of mine work.

Hello,Our warranty is a no questions asked 6-month replacement policy. This is the same warranty policy we uphold for every purchase and customer. This customer is 11 months from purchase and 5 months out of the warranty timeframe. We do not claim, state or advertise a 1-year warranty anywhere on...

our website or social media.Thanks.

Hi,This customer placed their order on December 2, 2013 for two (2) [redacted] Lightning cables totaling $29.60 (Order #[redacted]). The customer emailed us on November 13, 2017 requesting replacements for the two cables purchased. We have a 90-day no questions asked, money back guarantee and a 12-month free...

replacement guarantee on every product sold at chargcords.com. The warranty begins on the date of the original transaction and extends 12 months from that date. Customers are eligible for free replacements at any point during that 12 month period. This is nearly identical to [redacted]'s own warranty program (their return for refund window is only 14 days though). Since the customer's purchase was four years ago and out of the warranty window by 3 years we are unable to replace the cables. We have attached proof of order and the threatening emails from the customer here and will continue to defend both our products and our warranty. We have banned the customer from contacting us on any platform due to the threatening nature of communication from the customer.Thank you,Charge Cords, LLC

I am rejecting this response because: none of what you just said is true. If you have a warranty, or TRUE replacement policy, it should be stated on your website. (It’s not, it says a replacement will be helped when you contact an email). Don’t just make something up when someone needs help. You haven’t mentioned anything to me on “two social media platforms” so I have no idea what you are talking about, you don’t even give the opportunity to speak on social media. You are block button crazy! I haven’t and am not nd do not sent harassing emails, I haven’t spoken to anyone from your brand  since your last reply on Revdex.com. And this is not the first you’ve heard from me since my order is placed, I reached out before because of these non-working cords and still am stuck with the faulty product I was sent in exchange for my money. You guys are just ‘out of sight out of mind’ when it comes to customers, customer care, and customer issues.

Your previous response said you did not have issue with the warranty or with the fact that you were outside of the timeframe honored by our policy. As stated previously, we have a 6 month no questions asked warranty for replacements and refunds. This is the same policy we honor with every purchase. Since you are twice removed from that time frame we cannot process a refund. This is not 1 week, 1 day, or 1 month beyond the warranty. It is double the time our policy covers.

To Revdex.com - After our customer service rep asked [redacted] for the location of his office and a picture of the cord (to try and locate his coworker's purchase via shipping location), said customer service rep found the order and shipped [redacted] a replacement.

I am rejecting this response because: The warranty explained in the e-mail WAS NOT stated anywhere on the website or within purchase information. Since this is so I feel fully entitled to a refund since the information was not publicly or explicity stated. In fact just the opposite of a warranty was stated, informing customers that replacements on faulty merchandise will be arranged. Just because no one else has complained does not by any means make it an irrelevant issue. There is a less than kosher operation going and your business lacks any integrity through selling low quality merchandise in addition to stating on the website that any replacements could be arranged and then stating otherwise when someone tries to challenge the inconsistent policies.

I'm sorry you feel that way. If you do not have a problem with the warranty itself, it seems the matter is resolved. This is the first complaint we've received about our FAQ page causing confusion and we will take necessary steps to try and alleviate future confusion.