Tri County Dental Supply, Inc

Initial Business Response /* (1000, 10, 2016/04/07) */
RE: Case *** *** ***
In response to your 04-01-Facsimile Message regarding the above mention customer, this is a second purchase made by this customerThe first unit was returned and we provided a total credit back to the
customer
The date of transaction between Tri County Dental Supply, Incand Dentsply the Manufacturer was in and at that time our company was a distributor with that manufacturerThe unit was new which was sold to this customer however our purchase date from manufacturer was 2006, but unit brand new
The customer can certainly return the unit for full credit but in saleable order and there is a re-stocking fee charge which the customer will be charged
Accounting Department

TRI COUNTY DENTAL SUPPLY, INCEQUIPMENT • DIGITAL • SUPPLIES • SERVICE *** N*** Parkway, San Bernardino, CA *** Tel: ###-###-#### | Local: ###-###-#### | Fax: ###-###-#### http://tricountydental.com/shipping-returns/ Here is the link to the website where it states that
our return policy and policy when it comes We ship Monday through Friday Excluding Major HolidaysMost orders will be shipped same day if completed before 3PM PST. Please contact us directly in case of a return so we can reach a positive resolution fasterWe accept returns within days of deliveryReturns must be received in original unopened conditionA mandatory 20% Restocking Fee will be applied to all returnsItems returned to manufacturer under warranty will not be refunded; all warranty claims must be handled by the manufacturer This was a brand new item from MFG which I can provide a invoice with the serial number includedAlso per the mfg the item cannot be returned or refundedThe customer had the item for more than days stated they used it and per FDA and OSHA cannot be resoldWe explained that many times thru email and thru correspondance on the phone with the customer who demanded a refund asap or they would call Revdex.com and leave us a negative feedback on google in which they didWe have told them ever step of the way that they purchased thru the phone and filled out a form for this purchase. Hi ***, I purchased the Ti Auto ZX unit from you on the 15th Thank you for sending so quickly Can you tell me the return policy, though? The unit is not holding a charge and seems to have a defective battery I've saved all of the original packaging and can send it back to you if you can let me know how to get a shipping label Thanks, Dr.*** We can send it to mfg to get looked at so they can diagnosis the problem that is the steps for return because you have had the item for a while now Here is part of the correspondence even them saying they will have it looked at by mfg they purchased feb and sent and sent a return on March 1st I am also attaching the results from the mfg that the unit is working and fine to be sent back any other questions please let me know bottom line the the customer can not get a refund and we will send the machine back and theyre disputing the credit card transaction which isn't ok when we have a signed document them stating the charge was ok -***

The item was brand new from the mfg and they stated nothing was wrong with the item. Having dental experience they should know it had to be lubed. The main problem they said was it did not hold a charge in which it did and we will send the item back to the customer as the website states there is a warranty and its per the mfg what happens and they says it is not defect and we will not issue a refund when there is not a problem with the item. The customer know it can't be resold due to FDA and OSHA regulations we will send the item back to the customer per the mfg

I am rejecting this response because:
This item was clearly stated on the vendors website to be refurbished and was defective as the manufacturer has stated.  It was returned in it's original packaging within the return policy period also stated on the vendors website .We will not accept the item when it is returned and expect a refund per the vendors stated refund policy.  The FDA and OSHA have nothing to do with defective equipment sales or vendor refunds.