Vapors of Ohio

The complaint listed is a manufacture warranty issue not a retail issue.  We do not warranty [redacted] products sold as they are mechanical and must be serviced (repaired or replaced) by authorized technicians.  Our sales receipts bears our policy very clearly.  DOA (dead on arrival) items...

may be returned within 24 hours (this was not done).  After 24 hours we accept returns within a 30 day window so long as our manufacture will exchange the items (subject to manufacture rules).  In this case by the complainants own admission they first reported this issue to us on 11/11/2016 which falls outside the normal 30 day window.  Our manufacture(s) will not accept items from US (retailers) after 30 days.  However, we instructed the customer to send the item back to the company with original receipt (using an return merchandise form which we provided to the customer).  If this had been followed through within a timely manner (the six-month manufacture warranty) the item would have been fixed / replaced.  It's clear by the delay, time expiration, and or seven-month old process that the manufacture is no longer honoring the product warranty.  We were never made aware that the product was sent / and or rejected by the manufacture.  This customer never returned to tell us that the product warranty had expired.  We are willing to help 'make it right' for the customer but this is due solely at our own discretion as this product is no longer in production and cannot be replaced a with like for like product.   We've attached an original sales receipt with return policy to his response.  We feel it is unfair for this complaint to be filed against our business as the policy is clear and we have attempted to help the customer obtain warranty work.  The customers delay in sending the item (after six months) is the reason for the rejection by manufacture.   We are willing to issue a 'store credit' to customer if they bring the original device, box, etc to our store.

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