Twin City Auto Sales

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below The proposed resolution from the company was insufficientThe procedure I refused was to pay to send my defective product back and have it insure as wellI told the company that their procedure was unacceptable, that I was not paying to return the product when it had stopped working after only a monthI was told that I had to pay to ship it to them, and because I found that to be unacceptable I contacted the Revdex.comI exchanged several emails with their customer support personnel and they never offered an alternative to paying to ship the product back to them in order for them to "evaluate" the product for replacementThis is a quote from one of the last emails:"We are very sorry for the current circumstancesPlease be advised that regarding the cost of shipping, this is the company procedure at the current timeWe request that the customer sends in their faulty product at their expense and the company ships out the replacement at the company's expense." They clearly state that this their policy and if I wanted to get the product I bought from the replaced I would have to pay to ship it backOn their support site they also stated that the return had to be insured because they wouldn't pay for any damages that were the result of the trip back to themThis is not a reasonable policy for dealing with a product that breaks after a month of useAll of their emails have a default introductory paragraph that explains that they stand behind their products which is clearly a lieThe email that is quoted above is one that was received over a week from my initial attempt to contact themThey clearly have a policy designed to make it so hard on the customer who is trying to return the product that they give upThere practices are deceptive and unreasonableAll of this happened after I complied with their initial request to send multiple pictures of the mouse in so that they could see that it hadn't been damaged in a way that would void the warrantyI only refused to comply once I was told that I had to pay to ship it back Naturally the customer refused to follow the return procedureThe procedure is unfairThat's why I contacted the Revdex.com Regards, [redacted]

We are out of stock on his items, we have entered a backorder in our system for his itemsOnce inventory is received he is guaranteed his two itemsWe should receive these around May

Our warranty covers two years from date of purchaseHis original date of purchase 11/7/and was given a replacement a year ago.He is out of warranty

Hello [redacted] If a refund is what you are looking for simply return it to the retailer where it was purchased and ask for a refund If you decide to keep it we can warranty the item to you directly We apologize for any inconvenience this may have caused

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below To further clarify Mad Catz reply, I have received three consecutive units with various mechanical failuresTwo of the units, the original and the current one in question, exhibited one of the exact same mechanical failures right out of the boxTherefore I find their assertions of "testing the product prior to shipping to ensure their performance" to be somewhat dubiousGranted they have replaced the product twiceAnd on the first incident I was more than comfortable with paying the return shippingBut when that unit began exhibiting mechanical failures within a couple weeks of receipt, I called after that RMA was accepted and the gentleman I spoke to was kind enough to email me a return shipping label along with his apologies for my inconvenienceWith the failure of the second replacement unit, I once again called support, performed all the troubleshooting procedures, and was issued an RMAI immediately asked for a shipping label since they had issued one for the second RMAThe gentleman I was speaking with asserted that that would not be the case as it is not company policy to issue a return shipping label regardless of the circumstanceI directed his attention to the support ticket for the first failed replacement unit, and after finding the shipping label attached, once again asserted he did not have the authority to issue me a return shipping labelI then asked if he could transfer me to someone who had the authority to make such decisions and he declinedFor the sake of clarity, I originally paid $plus shipping for this unitI paid roughly $to ship back the first return from New York to California in its original packageThis cost is due to the oversize packaging necessary for an item this largeIf I were to have paid for all the returns, I would now be paying double for this itemBut more importantly, Mad Catz representatives are now claiming that their policy is, and always was "our products come with a two year warranty for all customers with proof of purchase, customer cover shipping to us and we to them." If that is the case, why was I issued one for the second return? The Mad Catz employee I spoke to at that time said it was due to the unusual circumstances of my case (2nd return within warranty period) and in acknowledgement of my inconvenienceWell what has changed? And more importantly, what exactly IS the policy regarding those unfortunate enough to receive multiple consecutive failed products? Because in my opinion, Mad Catz is now shifting the goalposts at whimAt the end of the day, all I want is a product that works reliably for, at the very least, the duration of the warrantyI have experienced three consecutive units with mechanical failures in monthsMad Catz has been demonstrably inconsistent with regards to making exceptions in their return policy, and have further set a precedent by issuing a shipping label for my second returnIn consideration of the fact that I have received three consecutive failed units, I have very no confidence I would receive a working unit if I paid for the return shippingTherefore I cannot justify that expense as the money may better be spent towards a competitors productIn conclusion, all I want is a product that worksI believe that as a consumer and a regular purchaser of their products, Mad Catz should be obligated to provide me with a working product for my moneyMad Catz has had two prior opportunities to make this right and were unsuccessfulTo expect me to have faith that they will be able to deliver, given my experience, is unacceptable.I have attached a copy of the return shipping label for the prior RMA Regards, [redacted] ***

Customer has been sent two different units plus parts, these parts have been tested prior to shipping to ensure their performance*** has been approved for a replacement for a week now, our products come with a two year warranty for all customers with proof of purchase, customer cover shipping
to us and we to them
Let me know if you need any further information

We reached out to customer multiple time and approved his replacementHe refused to follow the replacement procedure

Our return shipping label offerings are on a case by case basisIn this case we find it may be the environment or use the product is given as all or products are fully tested before shippingThe courtesy of a shipping label was already given in this case and customer must pay for shipping if he wishes to exchange the unitAlso shipping can be significantly cheaper is a more moderate shipping method is used such as USPS partial select

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that...

this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
All they did was simply state the same exact thing that caused me to file the complaint in the first place, which is that they are trying to claim that the warranty does not apply to replacement products. I received a faulty replacement product that failed. I understand that this is out of scope of the original 2 year warranty. However, there is reasonable expectation on behalf of the consumer that a replacement product is intended to replace a faulty product and therefore be in working condition. The replacement product they provided me was also faulty, and I feel that the company is not fulfilling their promise of quality products in good faith, when the replacement product they have given is also faulty and they offer no recourse in this situation for the consumer.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For...

your reference, details of the offer I reviewed appear below.I have not received anything from the company. I have tried over and over again  to contact them and I have been ignored. I have emails that can prove this. You even ignored the first contact attempt made by the Revdex.com. I have defective drums and guitar and I want a replacement. 
Regards,
[redacted]

Our warranty covers two years from date of purchase. His original date of purchase 11/7/13 and was given a replacement a year ago.He is out of warranty.

Customer has been informed about are stock issues, we will have stock for his item in one month, we will send him a replacement once these arrive.

We are out of stock on his items, we have entered a backorder in our system for his items. Once inventory is received he is guaranteed his two items. We should receive these around May 2016.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not...

resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The proposed resolution from the company was insufficient. The procedure I refused was to pay to send my defective product back and have it insure as well. I told the company that their procedure was unacceptable, that I was not paying to return the product when it had stopped working after only a month. I was told that I had to pay to ship it to them, and because I found that to be unacceptable I contacted the Revdex.com. I exchanged several emails with their customer support personnel and they never offered an alternative to paying to ship the product back to them in order for them to "evaluate" the product for replacement. This is a quote from one of the last emails:"We are very sorry for the current circumstances. Please be advised that regarding the cost of shipping, this is the company procedure at the current time. We request that the customer sends in their faulty product at their expense and the company ships out the replacement at the company's expense." They clearly state that this their policy and if I wanted to get the product I bought from the replaced I would have to pay to ship it back. On their support site they also stated that the return had to be insured because they wouldn't pay for any damages that were the result of the trip back to them. This is not a reasonable policy for dealing with a product that breaks after a month of use. All of their emails have a default introductory paragraph that explains that they stand behind their products which is clearly a lie. The email that is quoted above is one that was received over a week from my initial attempt to contact them. They clearly have a policy designed to make it so hard on the customer who is trying to return the product that they give up. There practices are deceptive and unreasonable. All of this happened after I complied with their initial request to send multiple pictures of the mouse in so that they could see that it hadn't been damaged in a way that would void the warranty. I only refused to comply once I was told that I had to pay to ship it back.  Naturally the customer refused to follow the return procedure. The procedure is unfair. That's why I contacted the Revdex.com.
Regards,
[redacted]

Hello [redacted]
If a refund is what you are looking for simply return it to the retailer where it was purchased and ask for a refund.
If you decide to keep it we can warranty the item to you directly.
We apologize for any inconvenience this may have caused.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
To further clarify Mad Catz reply, I have received three consecutive units with various mechanical failures. Two of the units, the original and the current one in question, exhibited one of the exact same mechanical failures right out of the box. Therefore I find their assertions of "testing the product prior to shipping to ensure their performance" to be somewhat dubious. Granted they have replaced the product twice. And on the first incident I was more than comfortable with paying the return shipping. But when that unit began exhibiting mechanical failures within a couple weeks of receipt, I called after that RMA was accepted and the gentleman I spoke to was kind enough to email me a return shipping label along with his apologies for my inconvenience. With the failure of the second replacement unit, I once again called support, performed all the troubleshooting procedures, and was issued an RMA. I immediately asked for a shipping label since they had issued one for the second RMA. The gentleman I was speaking with asserted that that would not be the case as it is not company policy to issue a return shipping label regardless of the circumstance. I directed his attention to the support ticket for the first failed replacement unit, and after finding the shipping label attached, once again asserted he did not have the authority to issue me a return shipping label. I then asked if he could transfer me to someone who had the authority to make such decisions and he declined. For the sake of clarity, I originally paid $139 plus shipping for this unit. I paid roughly $40 to ship back the first return from New York to California in its original package. This cost is due to the oversize packaging necessary for an item this large. If I were to have paid for all the returns, I would now be paying double for this item. But more importantly, Mad Catz representatives are now claiming that their policy is, and always was "our products come with a two year warranty for all customers with proof of purchase, customer cover shipping to us and we to them." If that is the case, why was I issued one for the second return? The Mad Catz employee I spoke to at that time said it was due to the unusual circumstances of my case (2nd return within warranty period) and in acknowledgement of my inconvenience. Well what has changed? And more importantly, what exactly IS the policy regarding those unfortunate enough to receive multiple consecutive failed products? Because in my opinion, Mad Catz is now shifting the goalposts at whim. At the end of the day, all I want is a product that works reliably for, at the very least, the duration of the warranty. I have experienced three consecutive units with mechanical failures in 4 months. Mad Catz has been demonstrably inconsistent with regards to making exceptions in their return policy, and have further set a precedent by issuing a shipping label for my second return. In consideration of the fact that I have received three consecutive failed units, I have very no confidence I would receive a working unit if I paid for the return shipping. Therefore I cannot justify that expense as the money may better be spent towards a competitors product. In conclusion, all I want is a product that works. I believe that as a consumer and a regular purchaser of their products, Mad Catz should be obligated to provide me with a working product for my money. Mad Catz has had two prior opportunities to make this right and were unsuccessful. To expect me to have faith that they will be able to deliver, given my experience, is unacceptable.I have attached a copy of the return shipping label for the prior RMA.
Regards,
[redacted]

Customer was sent replacement on the first of March under FedEx tracking [redacted].