Ultimate Support Systems

As mentioned in my previous response to Mr [redacted] , the customer service representative he spoke with gave incorrect information regarding the adhesive squares For the product he purchased, the adhesive squares have been tested and approved It should be noted that the service rep he spoke with was new to the position and was still in training I understand Mr [redacted] 's complaint and frustration about the adhesive squares It is possible that the squares included in his original package were defective For that reason, we want to send new adhesive squares to him in order to resolve the situationAlso, as previously mentioned, we would include a complementary can of our adhesive spray The spray should not be needed, but we'll send it along as a gesture of goodwill We certainly regret that Mr [redacted] 's experience was not favorable and we want to resolve this by getting him adhesive that will hold his panels correctly We have not falsely advertised or made any claims that our company is not willing to uphold We simply ask for an opportunity to send replacement adhesive squares so the wall panels can be correctly installed We'd like to get this resolved and hope we are given the chance to correct it Regards, Doug T***Ultimate Support Systems

[redacted] Ultimate Support's response to complaint ID [redacted] : Ultimate Support offers a limited lifetime warranty on Ultimate Support branded products This means that Ultimate Support warrants product to be free from manufacturing defects under use Mr [redacted] contacted Ultimate Support's customer service department regarding his stand He was informed that under the terms of our warranty the shipping charges to return the stand to Ultimate Support were the customer's responsibility Upon receipt of the his stand, we discovered that the stand had been disassembled with the legs removed as well as the base plate that is held on with screws to the base plate Ideally, the stand should have been returned with the legs, base plate, and available mounting hardware Mr [redacted] 's complaint was that of the threaded holes used to secure the base plate were stripped and unusable However, our service department checked and verified that the threaded holes in the base of the column were functioning properly Ultimate Support paid the shipping charges to return the stand column to Mr [redacted] Mr [redacted] contacted Ultimate Support again stating that the problem had not been solved The customer service department was perplexed by this since the threads had been tested and verified to be operational We informed Mr [redacted] that in order to effectively evaluate the stand and test its functionality, the entire stand should be returned As an act of goodwill, we offered to send Mr [redacted] a postage prepaid shipping box so he would not incur any further shipping expense Mr [redacted] refused this offer which made it impossible to resolve the situation according to the terms of our warranty Our offer to send a return shipping box with postage prepaid and inspect his stand remains Our hope is he will accept our offer to evaluate his stand

In our phone conversations the company has claimed the right to "repair" the standThis would be an unsatisfactory outcomeThis is a defective productI'm aware they are not certain that the threads are stripped and they wish to re-examine the standIf the company is willing to offer some version of the statement below I will ship the item to them again."If we find that the threads are stripped, we will replace the stand."Without such a claim I have no confidence I will obtain satisfaction from them.*** ***

Complaint: ***
I am rejecting this response because: This product is unusable as soldMy wife and I spent hours trying to attach the squares to no availThis is another attempt on behalf of this company to skirt their responsibility to the consumerIf their customer service representatives are unqualified to answer customer concerns then perhaps they should have been trained more thoroughly by their employersAs for the test facility, this is not a true test of the product's usabilityWhen you sell a product you must be aware that these same 'ideal' conditions do not exist in most circumstancesThere should be a warning to the consumer and a recommendation that an additional adhesive will probably be requiredSince I filed this complaint I received an e-mail from Ultimate Support offering free spray adhesives as compensationI do not want to use spray adhesives and I certainly do not want the same adhesive squares that didn't work in the first placeI want a full refund of my payment of $and an additional $for time spent trying to get this product to adhere to the walls and the time I will be spending to remove the squaresI have my receipt and a copy of the advertisement from their web siteI believe the ad is and misleadingAgain, I overpaid for this product not only for its sound absorbing quality but also for its aestheticsTHIS PRODUCT DOES NOT WORK!
Regards,
*** ***

Complaint: ***
I am rejecting this response because: I am not interested in any type of spray adhesiveI did not order a product to be installed with spray adhesiveThe adhesive squares do not stick to the tilesI should not be responsible for their customer service representative lacking product knowledge or trainingI had to use thumb tacks to mount the tiles and they are probably never going to return to their original conditionI most certainly do not want the same adhesive squares that did not work in the first placeI refuse to pull down and re-install these tiles only to risk the same thing happeningAfter receiving their customer service response not once, but twice, that the adhesive squares are for 'positioning only' I cannot trust that I will ever be satisfied with anything this company recommendsI believe this product is misrepresented in its advertising by not advising the consumer that there may be adherence issues and that another, completely different adhesive may be requiredMy walls are not brick or cinder block or cementThey are even, painted interior wallsMy wife and I invested two entire afternoon attempting to mount this product to no availAgain I state, THIS PRODUCT DOES NOT WORK AS SOLD AND ADVERTISEDI am again requesting a full refund of $269.99 plus another $for time lost on a useless product
Regards,
*** ***

from: Doug T[redacted] <[redacted]@ultimatesupport.com>to: "[email protected]" <[email protected]>cc: Ultimate Support Service Department...

<[email protected]>date: Tue, Sep 22, 2015 at 10:34 AMsubject: Response to Revdex.com ID [redacted]This email is being written in response to the complaint submitted by Mr. [redacted]: Dear Mr. [redacted], It’s disappointing to hear about the problems you experienced with the installation of your Ultimate Acoustics Studio Bundle 2.   There are a few relevant items to highlight.  To begin, you were given incorrect information regarding the adhesive squares.  They have been tested and worked very well with the 12” panels that are included in your product.  We still have 12” panels hanging in our testing area that have been successfully placed for well over 1 year.   The customer service representative that responded to your initial complaint was not correct in stating that they are for temporary placement.    We fully stand behind our product and want you to have a good experience.  I realize in this situation your experience has not been good.  In order to solve the installation issue you have experienced we would be glad to send you replacement adhesive squares.  It is perplexing why the original adhesive didn’t work for you.  However, we remain confident that they are a good mounting option.  Additionally, we would be glad to include free spray adhesive as an extra measure to make sure your installation is successful.  Please contact our customer service department at 1-800-525-5628 and we’ll get no charge replacement adhesive sent out to you right away.   Regards, Customer ServiceUltimate Support Systems

from: Doug T[redacted] <[redacted]@ultimatesupport.com>to: "[email protected]" <[email protected]>cc: Ultimate Support Service Department <[email protected]>date: Tue, Sep 22, 2015 at 10:34 AMsubject: Response to Revdex.com ID [redacted]This email is being written in response...

to the complaint submitted by Mr. [redacted]: Dear Mr. [redacted], It’s disappointing to hear about the problems you experienced with the installation of your Ultimate Acoustics Studio Bundle 2.   There are a few relevant items to highlight.  To begin, you were given incorrect information regarding the adhesive squares.  They have been tested and worked very well with the 12” panels that are included in your product.  We still have 12” panels hanging in our testing area that have been successfully placed for well over 1 year.   The customer service representative that responded to your initial complaint was not correct in stating that they are for temporary placement.    We fully stand behind our product and want you to have a good experience.  I realize in this situation your experience has not been good.  In order to solve the installation issue you have experienced we would be glad to send you replacement adhesive squares.  It is perplexing why the original adhesive didn’t work for you.  However, we remain confident that they are a good mounting option.  Additionally, we would be glad to include free spray adhesive as an extra measure to make sure your installation is successful.  Please contact our customer service department at 1-800-525-5628 and we’ll get no charge replacement adhesive sent out to you right away.   Regards, Customer ServiceUltimate Support Systems

Complaint: [redacted]I am rejecting this response because:
Attn: [redacted]February 12, 2015Your latest correspondence (quoted below) dated February 2 allows me 10 days to respond. In that time I have been exploring my options for a small claims action against Ultimate Support Systems. I am also creating a video to explain my case and post on social media. Here is my reply to their claims. Please include it in my complaint.The company's response makes two claims:1) They could not make a proper assesment of the stripped threads since I had shipped the stand to them without the external metal parts, and 2) that they are still willing to repair the stand if I would ship it to them again along with those parts.As to point 1 - The idea that the service department does not have parts for their products on premises is beyond belief on its face. It suggests that they are unable to service their own products.I had shipped the stand to them without the metal parts as a cost-saving effort. I had to spend $30 to ship just the main body of the stand. It would have cost double that amount had I included all the parts. However, if the parts they now claim are necessary in order to evaluate my claim were truly 'out of stock' at the time, they could have asked me to ship them. Instead, they chose to simply return the stand to me with no repair made.According to the employee I spoke to, the service techs "found nothing wrong" with the stand when they examined it. It turns out the screws will finally grip if they are driven deeper past the stripped portion, which is possible when the metal baseplate is not in place.Does this seem like a responsible course of action? Why would I have shipped this to them if there was nothing wrong? I make a living with my music and need a reliable stand.As to point 2 - Stripped threads on an aluminum body are not fixable. Any method to restore the threads to the strength necessary for reliable, long-term service will not provide an acceptable resolution. I paid full retail price for this item, $200, and I continue to expect a fresh and robust aluminum body that I can use with confidence for the next many years.Many of the company's products are well-made and reliable. This item was defective. The metal in the area of the screw holes was weak and failed under normal use. The company has informed me that they will not offer me any compensation. They promise only to examine it again and fix it as they see fit.The only acceptable resolution is the replacement of the entire stand. Alternately, they could send me just a new main stand unit, to which I would affix the  external parts I have.[redacted]

As mentioned in my previous response to Mr. [redacted], the customer service representative he spoke with gave incorrect information regarding the adhesive squares.  For the product he purchased, the adhesive squares have been tested and approved.  It should be noted that the service rep he spoke with was new to the position and was still in training.  I understand Mr. [redacted]'s complaint and frustration about the adhesive squares.  It is possible that the squares included in his original package were defective.  For that reason, we want to send new adhesive squares to him in order to resolve the situation. Also, as previously mentioned, we would include a complementary can of our adhesive spray.  The spray should not be needed, but we'll send it along as a gesture of goodwill.  We certainly regret that Mr. [redacted]'s experience was not favorable and we want to resolve this by getting him adhesive that will hold his panels correctly.  We have not falsely advertised or made any claims that our company is not willing to uphold.  We simply ask for an opportunity to send replacement adhesive squares so the wall panels can be correctly installed.  We'd like to get this resolved and hope we are given the chance to correct it.  Regards, Doug T[redacted]Ultimate Support Systems

[redacted]
Ultimate Support's response to complaint ID [redacted]: 
Ultimate Support offers a limited lifetime...

warranty on Ultimate Support branded products.  This means that Ultimate Support warrants product to be free from manufacturing defects under normal use.   Mr. [redacted] contacted Ultimate Support's customer service department regarding his stand.  He was informed that under the terms of our warranty the shipping charges to return the stand to Ultimate Support were the customer's responsibility.  Upon receipt of the his stand,  we discovered that the stand had been disassembled with the legs removed as well as the base plate that is held on with screws to the base plate.  Ideally, the stand should have been returned with the legs, base plate, and available mounting hardware.  Mr. [redacted]'s complaint was that 2 of the 3 threaded holes used to secure the base plate were stripped and unusable.  However, our service department checked and verified that the threaded holes in the base of the column were functioning properly.   Ultimate Support paid the shipping charges to return the stand column to Mr. [redacted].  Mr. [redacted] contacted Ultimate Support again stating that the problem had not been solved.   The customer service department was perplexed by this since the threads had been tested and verified to be operational.  We informed Mr. [redacted] that in order to effectively evaluate the stand and test its functionality,  the entire stand should be returned.  As an act of goodwill, we offered to send Mr. [redacted] a postage prepaid shipping box so he would not incur any further shipping expense.  Mr. [redacted] refused this offer which made it impossible to resolve the situation according to the terms of our warranty.  Our offer to send a return shipping box with postage prepaid and inspect his stand remains.  Our hope is he will accept our offer to evaluate his stand.