Viper

Good afternoon [redacted] My name is [redacted] here at the Directed consumer support teamI am reaching out to you regarding a case that was forwarded to me where you were having a lot of communication issues with your smart start systemI did review the device history and was able to see that the device is having power on issuesBasically what that means is the smart start module keeps power cycling its self when you try sending a command thus causing it to fail when sending a commandWhat I would like to offer you as a resolution is a full refund on the three year service plan you purchased on 1-14-in the amount of $We will still leave your plan active until your expiration date of 1-13-Please respond back to this email if this is an acceptable resolution for your inconvenienceI am sorry for any inconvenience this might of caused you hopefully this will make up for that as we do value you as a Smart Start customerCar name:Blue ***-***Cr: [redacted] Order number: [redacted] Refund amount: $

Hello [redacted] Here is the response for the other complaint: We spoke to the customer and customer spouse and explained that since it was not confirmed that the product called the issue, A Product Malfunction Report (PMR) needed to be done at [redacted] to confirm that the issue was indeed caused by our productThe customer also has a [redacted] system which came with the motor club option which provides the remedy for the car to be towed if neededThe customer spouse agreed that these steps needed to be taken in order for Directed to consider any additional action Thank you [redacted] ***

Revdex.com:
Thank you for helping me resolve this matter.  I was contacted by the company after several unsuccessful attempts over a matter of months and I know the only reason the company contacted me is because of the help we requested from the Revdex.com.  It took a few tries over the past 48 hours with the last person from the company, but I believe the company finally found a resolution and we finally have a product that works as it should after being installed in January 2017. I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Hello [redacted] Here is the response for the other complaint: We spoke to the customer and customer spouse and explained that since it was not confirmed that the product called the issue, A Product Malfunction Report (PMR) needed to be done at [redacted] to confirm that the issue was indeed...

caused by our product. The customer also has a [redacted] system which came with the motor club option which provides the remedy for the car to be towed if needed. The customer spouse agreed that these steps needed to be taken in order for Directed to consider any additional action.   Thank you [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

This case is resolved, the customer and the shop just had a misunderstanding in how the 4115V system was being sold. He just wanted a clear answer from us as to how the product can be sold with only one remote. I explained to him that we sell the product complete with two remotes how the shop...

decides to market it and sell it to the customer is on them because they are independent from us. They did make it clear to him when he bought it that is was only coming with one remote and that was on the receipt as well.  The customer and the shop manager got it resolved and he appreciated us reaching out to him to clarify everything.

Good afternoon [redacted]My name is [redacted] here at the Directed consumer support team. I am reaching out to you regarding a case that was forwarded to me where you were having a lot of communication issues with your smart start system. I did review the device history and was able to see that the...

device is having power on issues. Basically what that means is the smart start module keeps power cycling its self when you try sending a command thus causing it to fail when sending a command. What I would like to offer you as a resolution is a full refund on the three year service plan you purchased on 1-14-2017 in the amount of $190.79. We will still leave your plan active until your expiration date of 1-13-2020. Please respond back to this email if this is an acceptable resolution for your inconvenience. I am sorry for any inconvenience this might of caused you hopefully this will make up for that as we do value you as a Smart Start customer. Car name:2011 Blue [redacted]Cr: [redacted]Order number: [redacted]Refund amount: $190.79