TTI Floor Care North America

I have contacted this customer via email and advised, I am checking on the needed filter. I also advised the customer will hear directly from me once I get the needed information.

I spoke to the customer and advised her that the tank will be here by 5-29-15 not July per previous call. I also advised her that I would add some cleaning solution to her order. Customer was advised I do apologize for any inconvenience this has caused.

From: [redacted] <[redacted]>Date: Tue, Oct 13, 2015 at 3:30 PMSubject: FW: You have a new message from the Revdex.com serving Greater Cleveland regarding complaint #[redacted]To: [redacted]
I left the customer a detailed voice...

message to call me direct, to resolve her issue.

The customers model [redacted] has a 6 month warranty from the date of purchase. The date of purchase shows 12-22-2016 which means his warranty was up 6-22-2017.  The receipt shows that this was a refurbished model and he was aware of that.  He never took the receipt per [redacted] request until 8-2017. Unfortunately, we can not offer a replacement just a discount. Customer has refused the discount offered.

I am not sure why the customer made another complaint. I send the customer an email and advised a replacement would be sent, email sent to...

customer 10/12/2016. The order is being shipped via Intl Economy tracking number is [redacted]. The customer lives in Puerto Rico and it does take time to get there.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

The customer was advised twice via email, that a copy of  his receipt was needed. The customer never sent the requested information. I do see where he was offered a discount: 7/29/17Hello Thank you for contacting [redacted] Customer Care at www.[redacted].com. I am sorry to read about the problem...

that you are having with your cleaner. Your cleaner, model number UH72510 , has a 60 month warranty for manufacturing defects. This warranty begins from the date of purchase, with the original sales receipt. For a list of local authorized service dealers in your zip code area, visit https://[redacted].com/stores/ Sincerely, Dawn [redacted] Customer Care [redacted] Monday -Friday 8am - 6pm EST TTI Floor Care North America 7005 Cochran Road Glenwillow Ohio 44139 www.[redacted].com  8/2/17Hello Our apologies for any inconvenience this may cause but in order to validate your warranty, we will need a copy of the purchase receipt. Information regarding warranty coverage is located in the owner’s manual included in the box upon purchase. In order for any warranty work to be completed, a copy of the receipt must be provided to the designated service center at time the product is taken in for service. Retailers may be able to reproduce a copy of your proof of purchase. If any of these options aren’t feasible, we are willing to provide a discount towards a new product of your choice. If you would like to take advantage of placing an order at a discounted price, please call: 888-829-2032 with case number [redacted] to speak with one of our live agents. Should you have any other questions or concerns, please contact us at the number below. We’re always here to help. Sincerely, Dawn [redacted] Customer Care [redacted] Monday - Friday 8am - 6pm EST TTI Floorcare North America 7005 Cochran Road Glenwillow Ohio USA 44139 www.[redacted].comIf he still wants the discount on a vacuum, he can call me direct:Juanita T[redacted]Customer Care Supevisor[redacted] Mon-Fri 8:00am-5:00pm ESTI do apologize for any inconvenience this has caused.

This customer was advised by two different email representatives to have the product looked at. The customer never contacted us via phone, it was all done by email..Customer states the hose broke and it will need to be looked at to see why this happened.  If she thinks it is a manufacturing...

defect, it will be covered under the warranty. If they can't replace./repair the part the vacuum will be replaced under the warranty.  I have listed two service centers located in her area, we search by the customers zip code. MY ORECK STORES [redacted]
[redacted]
[redacted] ** [redacted]
[redacted]
[redacted] BEST VAC [redacted]
[redacted] ** [redacted]
[redacted]
[redacted]

Thank you for your help with my case. I did receive an email today from Hoover and they informed me that they will be sending me both parts: the one I...

requested is on its way and the other will be sent to me as soon as it becomes available. I accept the business’s response and would like to close my case, please. Thank you. Sincerely,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. 
Regards,
[redacted]

I contacted this customer regarding his vacuum.  After I advised what could be done, he started yelling and advised me of what he would and would not accept. Once I was able to speak, the issue with his vacuum has been taken care of. I am going to send him one more replacement. I also advised...

him, if he has any problems/issues with this new vacuum. He will have to go to a service center and have it looked at. The customer agreed

A refund cannot be issued at this time as the product was originally purchased via independent retailer. As the manufacturer, our responsibility for a warrantied product is to repair or replace the product should any manufacturing defects be found upon inspection at one of our authorized service centers as explained to the consumer and in previous message. A different product was offered in the attempt to resolve the this matter which the consumer has declined. Unfortunately, no refunds can be issued as the manufacturer did not collect any funds from the consumer. Products must be purchased direct in order for a refund to be issued.

Customer was aware that part was on back order and not due until 5-29-15. Part just came in last week and is being shipped tomorrow. Customer will be called with tracking number once received.

I have contacted this customer and ask them to call me direct for assistance with this matter.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

My complaint was completely resolved. Hoover...

part was not going to be delivered until July 31st. I called Hoover when my part did not arrive when they said it should be. That is when I was told not til July 31st. That was well over 2 months. I could not find an address (for Hoover) on the paper work I had. That is when I contacted the B.B.B. in N.H. They contacted you & I got a call from the Co. that covers orders not fulfilled. The said they could get me the part by May 30th (or 31st) & would also send some rug cleaner. I felt this was fair & I have the Revdex.com in the Greater Cleveland area to thank. Also, The N.H. Revdex.com for contacting you. So a big Thank you for your help. Sincerely,[redacted]

I have contacted this customer and left her a detailed voice message to call me direct.

Our company has gone ahead and reactivated the account in question with the one outstanding request for the [redacted]s ([redacted])

I volunteered to take defective product to an authorised Hoover repair shop to examine and document defective vaccum. To release the vaccum to Hoover could result in loss of the property which is at this point evidence of a defective and dangerous product. Therefore, to take the product to an authorised repair shop/dealer seems a very reasonable compromise. Once the inspection is done and documented, Hoover should take action in resolving my issue and take necessary steps to prevent someone else from being injured. Thank you.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before...

sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]