Winix

I have tried many times to complete the warranty and sent a video of the problem of my Winix Air purifier. Every time I receive a message back saying they can't view my video. My video is mp4 and I am sure it works. This is getting frustrating. I even called to company to try and resolve the situation and they said the person who takes care of that would call me back, but I never got a call back. This has been over a month.

Complaint: [redacted] I am rejecting this response because:I have difficulty in believing this company for reasons of past actions on a failure to respond to my repeated efforts to contact them over a lengthy period of time by several different methods and will not be satisfied of their sincerity until I actually receive the unit..Then and only then when I do receive the unit and confirm it is indeed a new unit will I drop this claim..Until this happens I remain very skeptical Sincerely, [redacted] ***

Please simply phone to our customer service team and they will send out a replacement.? I am not sure why it did not happen the first time.? My apologies.? Winix

Complaint: [redacted] I am rejecting this response because:Winix claimed that their telephone system was not properly installed and that is why my complaint fell through the cracksHowever, I spoke with someone in September who claimed that she had received my returned filters and would send my replacement filtersThen, she did not send them, and subsequent phone calls *and emails [redacted] were not answeredRegarding Winix's claim that I do not know how to properly install a filter or that, alternately, I ordered knock-off filters: I am familiar with how to install filters in air purification machines, and it would not be legal for [redacted] to sell knock-off air filters in Winix boxesMy initial filters for the [redacted] machines were black with the proper tab placementWhen these needed to be replaced, I bought the proper filters for my machines, filter B replacements, from [redacted] The filters that I received were gray with tabs in the wrong placeThe boxes were Winix boxes that said "filter B" on themI sent photographs of the filters and boxes to Winix, and I sent a photograph of my purchase receiptDuring that initial exchange, Winix confirmed that there was an error and these would not fit my machinesWinix requested that I send the faulty filters back to them for replacement, and I didI am still waiting for the replacement filtersThe failure to send me replacement filters or a refund after I sent my faulty filters to them makes me question whether they have discontinued filters that adequately fit [redacted] machinesMeanwhile, I have neither received my requested exchange filters nor been reimbursed for the filters that Winix requested I return to them Sincerely, Laura [redacted]

We are terribly sorry for the difficulty that this consumer experiencedOur company relocated during July and August this year and there were indeed many complications of doing sonot the least of which is that our telephone system was not installed properly or in the time frame we were promised! We tried to catch any consumer calls and correspondencebut indeed a few people slipped through the cracks, and some pending service issues got lost in the move If you call us now, I am sure you will find everything is in working order and your problem can be handled Regarding the "fit" of filtersWe can assure you that if you buy the proper filter for the machine, and if you install it correctly the fit will be perfectThe difficulty we have seen is that some consumers have received the incorrect filter from the retailerWe have also found that some consumers are installing it incorrectly (trying to replace the filter within the cartridge rather than replacing the entire cartridge itself.) We can help make sure you have the correct item and help you to install it if we can speak to youWe have also seen some complaints about what are supposedly "compatible" filters in the market not fitting properlyunfortunately, there is very little we can do about these "knock off" filters that claim to be compatibleSincerely,TonyWinix Customer Service

Please simply phone to our customer service team and they will send out a replacement. I am not sure why it did not happen the first time. My apologies. Winix

Please simply phone to our customer service team and they will send out a replacement. I am not sure why it did not happen the first time. My apologies. Winix

We are terribly sorry for the difficulty that this consumer experienced. Our company relocated during July and August this year and there were indeed many complications of doing sonot the least of which is that our telephone system was not installed properly or in the time frame we
were promised! We tried to catch any consumer calls and correspondencebut indeed a few people slipped through the cracks, and some pending service issues got lost in the move. If you call us now, I am sure you will find everything is in working order and your problem can be handled. Regarding the "fit" of filters. We can assure you that if you buy the proper filter for the machine, and if you install it correctly the fit will be perfectThe difficulty we have seen is that some consumers have received the incorrect filter from the retailerWe have also found that some consumers are installing it incorrectly (trying to replace the filter within the cartridge rather than replacing the entire cartridge itself.) We can help make sure you have the correct item and help you to install it if we can speak to you. We have also seen some complaints about what are supposedly "compatible" filters in the market not fitting properlyunfortunately, there is very little we can do about these "knock off" filters that claim to be compatible. Sincerely,TonyWinix Customer Service

We are checking into this at this timeThere seems to be a disconnect in the system between ourselves and our *** (third party logistics) company that manages the shipping/receivingSo the unit was not received properly and the replacement unit was not shipped properly (apparently).Our
sincere apologies - we will get a replacement unit shipped out ASAP and pursue a corrective action plan with the *** We are also sending a set of free filters as a token of our sincere apology.***(Customer Service)PS: Please note that our customer service department is available Monday to Friday from 8:30a to 5:00pCalls received outside of those hours will likely go to voice mailThe reality for us is that are product is very reliable and therefore we receive very few calls or complaints - the challenge however is that due to this we have only a small staff for customer service and when those rare cases do arise, we can be hard to reach. It's simply not practical to have a large call center when the phone hardly rings! We're looking at ways to make sure we have a way to handle it when something does go wrong Years in business in the USliterally millions of units soldand this is the 2nd complaint we've had come to us via Revdex.comthat presents an interesting challenge!

Complaint: ***
I am rejecting this response because:Winix claimed that their telephone system was not properly installed and that is why my complaint fell through the cracksHowever, I spoke with someone in September who claimed that she had received my returned filters and would send my replacement filtersThen, she did not send them, and subsequent phone calls *and emails* were not answeredRegarding Winix's claim that I do not know how to properly install a filter or that, alternately, I ordered knock-off filters: I am familiar with how to install filters in air purification machines, and it would not be legal for *** to sell knock-off air filters in Winix boxesMy initial filters for the *** machines were black with the proper tab placementWhen these needed to be replaced, I bought the proper filters for my machines, filter B replacements, from ***The filters that I received were gray with tabs in the wrong placeThe boxes were Winix boxes that said "filter B" on themI sent photographs of the filters and boxes to Winix, and I sent a photograph of my purchase receiptDuring that initial exchange, Winix confirmed that there was an error and these would not fit my machinesWinix requested that I send the faulty filters back to them for replacement, and I didI am still waiting for the replacement filtersThe failure to send me replacement filters or a refund after I sent my faulty filters to them makes me question whether they have discontinued filters that adequately fit *** machinesMeanwhile, I have neither received my requested exchange filters nor been reimbursed for the filters that Winix requested I return to them
Sincerely,
Laura ***

We are checking into this at this timeThere seems to be a disconnect in the system between ourselves and our *** (third party logistics) company that manages the shipping/receivingSo the unit was not received properly and the replacement unit was not shipped properly (apparently).Our
sincere apologies - we will get a replacement unit shipped out ASAP and pursue a corrective action plan with the *** We are also sending a set of free filters as a token of our sincere apology.***(Customer Service)PS: Please note that our customer service department is available Monday to Friday from 8:30a to 5:00pCalls received outside of those hours will likely go to voice mailThe reality for us is that are product is very reliable and therefore we receive very few calls or complaints - the challenge however is that due to this we have only a small staff for customer service and when those rare cases do arise, we can be hard to reach. It's simply not practical to have a large call center when the phone hardly rings! We're looking at ways to make sure we have a way to handle it when something does go wrong Years in business in the USliterally millions of units soldand this is the 2nd complaint we've had come to us via Revdex.comthat presents an interesting challenge!

Complaint: ***
I am rejecting this response because:I have difficulty in believing this company for reasons of past actions on a failure to respond to my repeated efforts to contact them over a lengthy period of time by several different methods and will not be satisfied of their sincerity until I actually receive the unit..Then and only then when I do receive the unit and confirm it is indeed a new unit will I drop this claim..Until this happens I remain very skeptical
Sincerely,
*** ***

We are terribly sorry for the difficulty that this consumer experienced.? Our company relocated during July and August this year and there were indeed many complications of doing sonot the least of which is that our telephone system was not? installed properly or in the time frame we
were promised! We tried to catch any consumer calls and correspondencebut indeed a few people slipped through the cracks, and some pending service issues got lost in the move.? ? If you call us now, I am sure you will find everything is in working order and your problem can be handled.? ? Regarding the "fit" of filters.? We can assure you that if you buy the proper filter for the machine, and if you install it correctly the fit will be perfectThe difficulty we have seen is that some consumers have received the incorrect filter from the retailerWe have also found that some consumers are installing it incorrectly (trying to replace the filter within the cartridge rather than replacing the entire cartridge itself.) We can help make sure you have the correct item and help you to install it if we can speak to you.? We have also seen some complaints about what are supposedly "compatible" filters in the market not fitting properlyunfortunately, there is very little we can do about these "knock off" filters that claim to be compatible.? Sincerely,TonyWinix Customer Service

Complaint: [redacted]
I am rejecting this response because:Winix claimed that their telephone system was not properly installed and that is why my complaint fell through the cracks. However, I spoke with someone in September who claimed that she had received my returned filters and would send my replacement filters. Then, she did not send them, and subsequent phone calls *and emails* were not answered. Regarding Winix's claim that I do not know how to properly install a filter or that, alternately, I ordered knock-off filters: I am familiar with how to install filters in air purification machines, and it would not be legal for [redacted] to sell knock-off air filters in Winix boxes. My initial filters for the [redacted] machines were black with the proper tab placement. When these needed to be replaced, I bought the proper filters for my machines, filter B replacements, from [redacted]. The filters that I received were gray with tabs in the wrong place. The boxes were Winix boxes that said "filter B" on them. I sent photographs of the filters and boxes to Winix, and I sent a photograph of my purchase receipt. During that initial exchange, Winix confirmed that there was an error and these would not fit my machines. Winix requested that I send the faulty filters back to them for replacement, and I did. I am still waiting for the replacement filters. The failure to send me replacement filters or a refund after I sent my faulty filters to them makes me question whether they have discontinued filters that adequately fit [redacted] machines. Meanwhile, I have neither received my requested exchange filters nor been reimbursed for the filters that Winix requested I return to them.
Sincerely,
Laura [redacted]

Complaint: [redacted]
I am rejecting this response because:I have difficulty in believing this company for reasons of past actions on a failure to respond to my repeated efforts to contact them over a lengthy period of time  by several different methods and will not be satisfied of their sincerity until I actually receive the unit..Then and only then when I do receive the unit and confirm it is indeed a new unit will I drop this claim..Until this happens I remain very skeptical..
Sincerely,
[redacted]