Tyent USA

Pre-Cursor: [redacted] worked for Tyent USA as a spokes person for promotional videos.  His videos were not professional enough for us to make them public, and [redacted] was very upset about this since he is an aspiring actor.  I believe a lot of his demands come from his disappointment regarding his...

videos that we did not use.
[redacted] purchased this unit in 2011 and had intermittent problems with his filters.  We had 53 customers with the same filter issue (only in New York), and it was determined that when the snow melts at the end of winter, the mountain streams and rivers in upstate New York run extremely fast and create high turbidity in the water.  From March through June, the internal filters in our units were beginning to clog.  It took us several months to come up with a suitable pre filter since this issue was so unique.  While we were working on a remedy for the situation, we sent [redacted] a free ($129.00) set of filters every few months as needed.  We covered shipping and the full cost of the filters for him and 53 other customers in that area.
We have since created a pre-filter that remedied this situation for good.  [redacted] moved from NY to LA (no water issue in LA) and apparently was not careful with his unit (see attached pictures).  My belief is that when he unpacked his unit in LA and saw how dirty and scratched it was, he decided he wanted a new unit (3 years later).
I spoke with [redacted] personally and on good faith I decided to send him a brand new unit.  Please keep in mind, our warranty policy is to repair a broken unit, not send a brand new one 3 years after the original purchase.
After sending the brand new unit, [redacted] called to say that he never got it.  We contacted UPS and the driver confirmed that he did deliver the unit to [redacted]'s house (no signature was required).  
We have gone above and beyond for [redacted] and he is one of those customers that are impossible to please.  Tyent is now at a loss for the brand new unit that we sent to [redacted], and he is demanding that we send another brand new unit.
I sent the first new unit to [redacted] before I saw the condition of his old unit which as you can see was not taken care of.  This unit is in our NJ facility and our technicians are going through it with a fine tooth comb and testing it thoroughly.  Once we confirm that it is working properly, we will send it back to [redacted] at our cost per our stated warranty.  This unit will be warrantied for a lifetime and we will stand behind it and keep it working for him. It is not our fault that he demolished his original unit and now want's us to pay for it.  Tyent USA prides ourselves on customer service and our reputation speaks for itself.
Thanks for your time regarding this matter.
Sincerely,
[redacted]
CEO
www.tyentusa.com

Review: I got one of these units for my sister and one for me valued at $3,500.00 each. From the get go, the unit was defective and frequently backed up rendering it useless. Additionally there were computer issues, it made loud noises, and the volume computer was not responsive. For the price, this was not what I was expecting. It was glitchy and seemed "MADE IN CHINA" even though I think it's made in Korea.

Tyent said the problems are my fault and I needed new filters to fix it which they sell for $129.00 each on there website. Filters are supposed to last 6 months max but for me (just a single guy who doesn't use that much water) filters were only lasting 2-3 months until clogged. Customer Service said the problems wasn't their fault but instead, it was the water's fault. NO REALLY I'M NOT KIDDING, THEY BLAMED THE WATER! But they will fix it with these new special super duper filters that cost even more! The new filters never worked. So they sent out another set of filters that were supposed to fix the problem that didn't work either. This happened about 5 times. Filters didn't help.

Eventually they agreed my unit must be defective and asked me to ship my Tyent UCE to them which would cost me $100.00 (this sucker is heavy). I told them they should pay for it but after an argument. They said they'd ship out a new unit which never arrived. They claim it was delivered to my door step but stolen because they never requested a signature upon delivery. Who sends a $3,500.00 item without requesting a signature upon delivery? Now they said I need to obtain a police report if I want my unit replaced costing me $35.00 more of my money so they can file a claim. But now the owner claims I abused my unit (though he's provided no such evidence)and he doesn't have to send me a new alkalizer anymore.Desired Settlement: I would like to owner to follow through with his word and provide a new Tyent free of charge as was promised.

Business

Response:

Pre-Cursor: [redacted] worked for Tyent USA as a spokes person for promotional videos. His videos were not professional enough for us to make them public, and [redacted] was very upset about this since he is an aspiring actor. I believe a lot of his demands come from his disappointment regarding his videos that we did not use.

[redacted] purchased this unit in 2011 and had intermittent problems with his filters. We had 53 customers with the same filter issue (only in New York), and it was determined that when the snow melts at the end of winter, the mountain streams and rivers in upstate New York run extremely fast and create high turbidity in the water. From March through June, the internal filters in our units were beginning to clog. It took us several months to come up with a suitable pre filter since this issue was so unique. While we were working on a remedy for the situation, we sent [redacted] a free ($129.00) set of filters every few months as needed. We covered shipping and the full cost of the filters for him and 53 other customers in that area.

We have since created a pre-filter that remedied this situation for good. [redacted] moved from NY to LA (no water issue in LA) and apparently was not careful with his unit (see attached pictures). My belief is that when he unpacked his unit in LA and saw how dirty and scratched it was, he decided he wanted a new unit (3 years later).

I spoke with [redacted] personally and on good faith I decided to send him a brand new unit. Please keep in mind, our warranty policy is to repair a broken unit, not send a brand new one 3 years after the original purchase.

After sending the brand new unit, [redacted] called to say that he never got it. We contacted UPS and the driver confirmed that he did deliver the unit to [redacted]'s house (no signature was required).

We have gone above and beyond for [redacted] and he is one of those customers that are impossible to please. Tyent is now at a loss for the brand new unit that we sent to [redacted], and he is demanding that we send another brand new unit.

I sent the first new unit to [redacted] before I saw the condition of his old unit which as you can see was not taken care of. This unit is in our NJ facility and our technicians are going through it with a fine tooth comb and testing it thoroughly. Once we confirm that it is working properly, we will send it back to [redacted] at our cost per our stated warranty. This unit will be warrantied for a lifetime and we will stand behind it and keep it working for him. It is not our fault that he demolished his original unit and now want's us to pay for it. Tyent USA prides ourselves on customer service and our reputation speaks for itself.

Thanks for your time regarding this matter.

Sincerely,

CEO

www.tyentusa.com

Review: I bought an ionizer from Tyentusa LLC, model [redacted] with price $2949.00when receiving unit, I test it was bad unit the I call tech support his name is [redacted] for help and he tell me to adjust set up but not help at all, then I call back contact to another support,his name is [redacted] I tell the symptom and by his diagnostic he said that the unit was bad power and he tell me he will send replace unit. then next day I call back to confirm he said [redacted] did not let him do it. So I call back to [redacted] but she did not talk to me and tell [redacted] talk to me, then she tell me that I can not get full refund either in trial period, I will get back less 15% for restocking fee. I can not accept that. next day I call back to [redacted] that I want replace new unit, after talking back to [redacted] he tell me to sent the unit back. but I they told me will repair the unit only. Honor, I paid full price to buy new unit but now they send me the bad unit and then repair, I fill not fair for me, I hope you can help me to solve this scam from this company for me.thank you!Desired Settlement: I want full refund or replace new unit.please give me the justice!thank you!