Travel Trade Publications

Final Consumer Response / [redacted] (2000, 6, 2016/05/17) */ Go ahead and close it and I am satisfied with how [redacted] handled the follow up with us just yesterday [redacted] [redacted]

Final Consumer Response / [redacted] (2000, 11, 2016/09/30) */ I checked my credit card and the company issued our refund, we were charged for shipping but at least the refund for the part was issued[redacted]

Initial Business Response /* (1000, 18, 2016/01/04) */
***Document Attached***
To whom it may concern,
A response was provided to this complaint back on November 22, 2015, however it appears that this reply was not recorded on the Revdex.com website, so I will resubmit and also
email our response below to the Halifax Revdex.com office as well as directly to our customer, ***
On August 27th, we took an order over the phone from *** for a replacement cooling system for his RV fridge, and it was shipped weeks laterThis is our most popular model due to performance issues with the original OEM part, and as such we have been on back-order with this particular model all year as demand continues to grow for our well built model***was not happy with our delivery timeframe from the beginning of the order being placed
We were contacted within a week following the arrival of ***s order in Florida, with questions on the performance of the cooling systemOur company technical support staff engaged ***and his service technician to help to determine the cause of the problemAt one point it was determined that the unit must have been damaged during shipping, resulting in a condenser pipe being thrown out of lineInstructions were given to make some adjustments to the unit, however the service technician was unable or unwilling to accommodate all of the requests being made by the Arcticold technical support staff, to correct the damageDuring the final telephone communication with the technician, it was requested that additional information and a photo be sent, which was not fulfilled, so no further action was taken, nor did we follow up to request for this information again
We fully understand that this situation was not ideal, as the service technician was apparently charging the customer regular shop rates for multiple hours, for carrying out these few diagnostic/troubleshooting tasksThe majority of our customers are "do-it-yourselfer's", and for those who have challenges with the installation of their part, are able to engage technical support at no monetary cost
Although the customer still has our product, he carried out a charge-back on his credit card without returning the productOur warranty clearly states that we do not have a return policy, but an excellent warranty policyHad ***accommodated our technical support process to its natural conclusion, of which the completion was close to being reached, a new replacement unit would likely have been sent to ***at no charge, and some dollars toward the labor costs to reinstall it, both of which are clearly stated within our warranty agreementOur warranty agreement also indemnifies Arcticold for any damages caused by shipping, however we indicated to ***that we would stand behind our warranty and product, regardless
Arcticold has an excellent warranty policy but no return policy
We would like to continue working with *** however we would ask for cooperation as we work to wrap up this still pending technical support process
27/08/*** *** 18-Sep-Calais Central Transport XXX-XXXXXXX-X XXX-XXX-XXXX Phone S x x x New 09/29/***@aol.com Texas Florida
Initial Consumer Rebuttal /* (3000, 20, 2016/01/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The only truth to Arcticold's response is that I purchased their refrigeration unit on August 27, I did not complain about the delivery time, only repeated to them the time line they gave me which was weeks, not months! When the unit arrived, I hired a Certified RV Repair Technician to install it properly to avoid THIS problem I'm having nowUpon unboxing the new unit, their was NO damage noticeableThe unit never worked right from the date of installation; it would cool down and then warm back up after a few hoursI've spent many, many phone calls and texts with *** *** their technical advisorAt his request I've spent money on new heating elements, new LP regulator, had the unit removed and bent the condenser coils at ***'s direction in order to make it work better (against the advice of my RV Tech)*** ***,*** *** *** *** Again, it started to cool overnight, but by the next morning, the unit completely warmed upI tried numerous times to contact *** back to inform him that the unit is still defective, but I had every excuse to "being stuck up at camp with a broken boat" to "I'm in a meeting" and he never got back to meAt this point, my wife and I became very concerned that we were being taken advantage of so we contacted our credit card company and THEY advised us to dispute the charge which they temporarily didThe owner of Arcticold *** demanded that I ship the defective unit back to Canada at MY expense and upon receiving it, would refund my charge less a 20% restocking if it arrives to them in good condition (which is going to be hard to do after they instructed us to bend it)So in review, I paid $***for a defective unit, paid $***extra out of my own pocket to purchase and install a different one that worked fine, then I have to pay $***+ to send it back to Canada to POSSIBLY get a refund with a 20% RESTOCKING FEE FOR A DEFECTIVE UNIT! No matter how you look at it, I loseTheir deceptive practices should be investigatedThey should own up to their defective unit and make good for it, not the other way aroundI've never encountered a company such as this with such poor customer serviceAs a gesture of good will, I have personally packaged up the defective unit and will gladly send it back to them when I receive a call tag from themAfter they receive it, I expect a FULL refund with NO restocking charges for their mistakeIn all fairness, that is all I am asking for and nothing more*** *** a***

Final Consumer Response /* (2000, 6, 2016/05/17) */
Go ahead and close it and I am satisfied with how [redacted] handled the follow up with us just yesterday. [redacted]...

[redacted]

Final Consumer Response /* (2000, 11, 2016/09/30) */
I checked my credit card and the company issued our refund, we were charged for shipping but at least the refund for the part was issued.[redacted]