Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.
Regards,
*** ***
THE STATEMENTS IN THE RESPONSE FROM GRIFFIN THERMAL PRODUCTS IS FALSE, THERE WAS NEVER A DRAWING TO BE APPOVED BY ME, WE SPOKE OVER THE PHONE, *** ASK THE MEASURMENTS AND I GAVE THEM TO HIMWHEN I RECEIVED RADIATOR , THE ONLY THING BENT ON IT WAS THE CORNERS, THE OVERFLOW NECK WAS NOT BROKEI CUT THE BOX OPEN TO INSTALL RADIATOR AND IT WAS INSMALLER THAN THE MEASURMENT I TOLD ***WHEN I CALLED TO EXPLAIN THAT IS WAS TO SMALL I ALSO TOLD *** THAT IT WAS BENT ON CORNERS BUT IF IT HAD BEEN THE RIGHT MEASURMENTS I WOULD HAVE GLADLY FIXED THE BENT CORNERS. AS I SAID IN LAST STATEMENT I SENT THE RADIATOR BACK IN THE SAME BOX THAT I RECIEVED IT IN {NOY OLD AND WORN}, YES IT WAS PACKAGED WITH DUCT TAPE BUT WHAT MR *** FAILED TO MENTION IS THAT IS WAS ALSO PACKAGED WITH PACKAGING TAPE AND ALL THE SAME PACKING MATERIAL INSIDE THE BOX . WHEN I EXPLAINED TO *** THAT I WOULD BE SENDING IT BACK HE TOLD ME THERES REALLY NOTHING WE CAN DO, NEVER MENTIONED THAT WE WOULD NEED A RETURN SHIPPING LABEL, NEVER OFFERED TO BUILD THE CORRECT RADIATORIT WAS ONLY AFTER CALLING FEDEX I LEARNED THAT GRIFFIN THERMAL PRODUCTS HAD TO SUPPLY THE SHIPPING LABEL, I ALSO LEARNED FROM FEDEX {AND ITS ON RECORD} THAT THE PACKAGE WILL NOT BE PICKED UP FROM THE SENDER WITHOUT BEING INSPECTED AND CLEARED THAT IT IS PACKAGED PROPERLY, AND FEDEX DID INSPECT AT MY HOUSE BEFORE LEAVING WITH PACKAGE, IF I HAD RECIVED A PACKAGE THAT WAS IN AS BAD SHAPE AS GIFFEN PRODUCTS IS CLAIMING THAT THIS ONE WAS I SURE WOULD HAVE NEVER SIGNED FOR IT, I SIMPLY WOULD HAVE NOT EXCEPTED IT AND SENT IT BACK TO SENDER. {AND IT WAS SIGNED FOR.} I ALSO LEARNED THAT THE PACKAGE WAS AT GRIFFIN THERMAL PRODUCTS FOR DAYS {MARCH - MARCH 20} BEFORE MR *** PUT IT IN THE COMPUTER AS A RETURN. HOW DO I KNOW IT WASNT DAMAGED IN HIS WARE HOUSEI WAS NEVER CALLED TO BE "EXPLAINED" TO THAT THE RADIATOR WAS DAMAGED I RECIEVED AN EMAIL, {EMAIL ATTACHED} AND IN THE EMAIL YOU WILL READ THAT *** STATED THAT A FEDEX REPERSENATIVE TOOK A LOOK AT PAKAGE SAYING IT WAS PACKAGED IMPROPER, BUT IN MR*** RESPONSE LETTER HE STATES THAT IN "OUR VIEW" IT WASNT PACKAGED CORRECTLY. AFTER SPENDING $WITH THIS COMPANY I SURE DESERVERD MORE THAN JUST AN EMAIL, IT WAS ONLY AFTER I GOT THE EMAIL THAT I CALLLED THEM, AFTER SPEAKING TO *** ABOUT THE EMAIL AND HE KEPT SAYING NOTHING HE COULD DO I ASK TO SPEAK TO THE OWNER {I WAS NEVER ASK IF COULD I BE TRANSFERED TO A MANAGER, *** JUST WANTED TO BE OFF THE PHONE} *** THEN SAID THE OWNER WAS OUT OF TOWN AND WOULDNT BE BACK FOR A FEW WEEKS THATS WHEN I ASK TO SPEAK WITH A MANAGER. " IN MY EXPERIENCE," WHEN YOU SPEND THAT KIND OF MONEY ON SOMETHING YOU ORDER IT SHOULD BE WHAT YOU ORDERED AND IF THERE IS A PROBLEM ANY GOOD BUSINESS WOULD TRY TO RESOLVE THE PROBLEMAS I STATED ALL I WANTED WAS TO HAVE THE RIGHT RADIATOR BUILT, BUT THE FIRST RESPONSE I GOT WAS "WE CANT REALLY DO NOTHING ABOUT THAT"I ENTRUSTED IN THIS BUSINESS TO TAKE CARE OF MY NEEDS AND AS A RESULT THE RADIATOR I ORDERD WAS TO SMALL AND GRIFFIN THERMAL PRODUCTS DONT WANT TO TAKE ANY RESPONSABLITY FOR THIER WORKIM ASKING FOR MY BACK SINCE THEY HAD NO INTREST IN TRYING TO MAKE THINGS RIGHT AND SIMPLY OFFER TO BUILD THE PROPER SIZE, I HAD NO CHOICE BUT TO GO ELSWHERE
PLEASE LET ME KNOW IF THERE IS ANYTHING ELSE YOU NEED TO GET THIS MATTER RESOLVED
THANK YOU
*** ***
Complaint ID [redacted] Summary: This was a custom radiator. The customer reviewed a drawing of the radiator with our Sales Representative during the sales call, and the...
customer approved the dimensions prior to manufacturing the unit. After it was received by the customer, the customer called us and asked us to take back the radiator because it would not fit. The customer admitted to our sales representative that they did not measure their application correctly and it would not fit. Even though our policy is to not accept a return for a custom product built for specific customer, we gave them a return shipping label (prepaid at our expense) so we could try to reach a resolution. When the box was returned to us both the box and radiator were damaged (see attached pictures). The radiator itself was dented on the top and bottom, and the overflow neck was almost completely sheared off. The box was haphazardly wrapped in duct tape. The radiator is a complete loss and cannot be repaired. When we called the customer to explain that the radiator was severely damaged, the customer changed their story. We were now being told that the reason the radiator was returned was that it was received “damaged” as well as not fitting correctly. This was the first mention by the customer that the radiator was damaged. The customer began to get very aggressive on the phone with our Sales Representative, and was asked to be transferred to a manager. In our experience, if a radiator is received damaged from the original shipment, that is the first thing that a customer mentions. They aren’t concerned with fitment because they have just purchased a new radiator and want it in perfect condition. Additionally, the damage that we observed on the radiator, as shown on the pictures, would have made it physically impossible for the customer to install or even test fit the unit. When I received the message from the customer’s wife, at the end of the day on Friday, March 20, 2015, it was very belligerent. She stated that “if I don’t hear from you within 48 hours, you will hear from my attorney”. When I called the customer back that afternoon to discuss the issue, she continued to be very belligerent and threatening. I explained that the radiator was received damaged, and that we could not file a claim with FEDEX because, in our view, the radiator was not packaged correctly at their end and was now completely destroyed. I then asked her if she had any pictures of the damaged radiator that would help support their new claim that the radiator was damaged when it was received. She told me that she had pictures and would send them to me. I told her that I couldn’t do anything else until I reviewed the pictures. She continued to be very unprofessional and aggressive on the call, and I told her that I was ending the call. We received no other correspondence from this customer. No photographs of the claimed damage were ever received. We still have the box and the radiator available for inspection. From our experience, it appears that this radiator was simply placed in the box with little or no proper packaging and sent back to us. The old, worn box was taped up rather than using a new box that would have protected it on the return trip. Since the radiator is completely destroyed, there is nothing that Griffin Thermal Products can do to salvage it. The shipper (in this case the customer) is responsible for packaging the radiator in such a manner so that it arrives back at our facility in the same condition that it was received. If you have any questions or we need to discuss further, please don’t hesitate to contact me. We have many additional pictures that we can send to you. Sincerely, [redacted] Griffin Thermal Products 864-[redacted] Extension [redacted]
February 29, 2016
Revdex.com ID: [redacted]
This product line has a 2-year
warranty against manufacturing defects. It was purchased in June of
2013. The radiator was replaced by our
distributor, under warranty, in August of 2014.
The 2-year warranty period ended in July of 2015.
Despite the fact that the radiator
was well outside of the warranty period, Griffin Thermal Products made an attempt to
help this customer. When we reviewed the
pictures, we notified the customer that we could not “…see anything obvious
from the pictures (that they provided) that would cause multiple failures of a
radiator. We will have to take a look at
the radiator here...” We asked the
customer to send the radiator to us for inspection. The customer refused to
send us the radiator.
There is no further action that
Griffin Thermal Products can take at this point. The radiator is 7-months
outside of the 2-year warranty period.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.
Regards,
*** ***
THE STATEMENTS IN THE RESPONSE FROM GRIFFIN THERMAL PRODUCTS IS FALSE, THERE WAS NEVER A DRAWING TO BE APPOVED BY ME, WE SPOKE OVER THE PHONE, *** ASK THE MEASURMENTS AND I GAVE THEM TO HIMWHEN I RECEIVED RADIATOR , THE ONLY THING BENT ON IT WAS THE CORNERS, THE OVERFLOW NECK WAS NOT BROKEI CUT THE BOX OPEN TO INSTALL RADIATOR AND IT WAS INSMALLER THAN THE MEASURMENT I TOLD ***WHEN I CALLED TO EXPLAIN THAT IS WAS TO SMALL I ALSO TOLD *** THAT IT WAS BENT ON CORNERS BUT IF IT HAD BEEN THE RIGHT MEASURMENTS I WOULD HAVE GLADLY FIXED THE BENT CORNERS. AS I SAID IN LAST STATEMENT I SENT THE RADIATOR BACK IN THE SAME BOX THAT I RECIEVED IT IN {NOY OLD AND WORN}, YES IT WAS PACKAGED WITH DUCT TAPE BUT WHAT MR *** FAILED TO MENTION IS THAT IS WAS ALSO PACKAGED WITH PACKAGING TAPE AND ALL THE SAME PACKING MATERIAL INSIDE THE BOX . WHEN I EXPLAINED TO *** THAT I WOULD BE SENDING IT BACK HE TOLD ME THERES REALLY NOTHING WE CAN DO, NEVER MENTIONED THAT WE WOULD NEED A RETURN SHIPPING LABEL, NEVER OFFERED TO BUILD THE CORRECT RADIATORIT WAS ONLY AFTER CALLING FEDEX I LEARNED THAT GRIFFIN THERMAL PRODUCTS HAD TO SUPPLY THE SHIPPING LABEL, I ALSO LEARNED FROM FEDEX {AND ITS ON RECORD} THAT THE PACKAGE WILL NOT BE PICKED UP FROM THE SENDER WITHOUT BEING INSPECTED AND CLEARED THAT IT IS PACKAGED PROPERLY, AND FEDEX DID INSPECT AT MY HOUSE BEFORE LEAVING WITH PACKAGE, IF I HAD RECIVED A PACKAGE THAT WAS IN AS BAD SHAPE AS GIFFEN PRODUCTS IS CLAIMING THAT THIS ONE WAS I SURE WOULD HAVE NEVER SIGNED FOR IT, I SIMPLY WOULD HAVE NOT EXCEPTED IT AND SENT IT BACK TO SENDER. {AND IT WAS SIGNED FOR.} I ALSO LEARNED THAT THE PACKAGE WAS AT GRIFFIN THERMAL PRODUCTS FOR DAYS {MARCH - MARCH 20} BEFORE MR *** PUT IT IN THE COMPUTER AS A RETURN. HOW DO I KNOW IT WASNT DAMAGED IN HIS WARE HOUSEI WAS NEVER CALLED TO BE "EXPLAINED" TO THAT THE RADIATOR WAS DAMAGED I RECIEVED AN EMAIL, {EMAIL ATTACHED} AND IN THE EMAIL YOU WILL READ THAT *** STATED THAT A FEDEX REPERSENATIVE TOOK A LOOK AT PAKAGE SAYING IT WAS PACKAGED IMPROPER, BUT IN MR*** RESPONSE LETTER HE STATES THAT IN "OUR VIEW" IT WASNT PACKAGED CORRECTLY. AFTER SPENDING $WITH THIS COMPANY I SURE DESERVERD MORE THAN JUST AN EMAIL, IT WAS ONLY AFTER I GOT THE EMAIL THAT I CALLLED THEM, AFTER SPEAKING TO *** ABOUT THE EMAIL AND HE KEPT SAYING NOTHING HE COULD DO I ASK TO SPEAK TO THE OWNER {I WAS NEVER ASK IF COULD I BE TRANSFERED TO A MANAGER, *** JUST WANTED TO BE OFF THE PHONE} *** THEN SAID THE OWNER WAS OUT OF TOWN AND WOULDNT BE BACK FOR A FEW WEEKS THATS WHEN I ASK TO SPEAK WITH A MANAGER. " IN MY EXPERIENCE," WHEN YOU SPEND THAT KIND OF MONEY ON SOMETHING YOU ORDER IT SHOULD BE WHAT YOU ORDERED AND IF THERE IS A PROBLEM ANY GOOD BUSINESS WOULD TRY TO RESOLVE THE PROBLEMAS I STATED ALL I WANTED WAS TO HAVE THE RIGHT RADIATOR BUILT, BUT THE FIRST RESPONSE I GOT WAS "WE CANT REALLY DO NOTHING ABOUT THAT"I ENTRUSTED IN THIS BUSINESS TO TAKE CARE OF MY NEEDS AND AS A RESULT THE RADIATOR I ORDERD WAS TO SMALL AND GRIFFIN THERMAL PRODUCTS DONT WANT TO TAKE ANY RESPONSABLITY FOR THIER WORKIM ASKING FOR MY BACK SINCE THEY HAD NO INTREST IN TRYING TO MAKE THINGS RIGHT AND SIMPLY OFFER TO BUILD THE PROPER SIZE, I HAD NO CHOICE BUT TO GO ELSWHERE
PLEASE LET ME KNOW IF THERE IS ANYTHING ELSE YOU NEED TO GET THIS MATTER RESOLVED
THANK YOU
*** ***
Complaint ID [redacted] Summary: This was a custom radiator. The customer reviewed a drawing of the radiator with our Sales Representative during the sales call, and the...
customer approved the dimensions prior to manufacturing the unit. After it was received by the customer, the customer called us and asked us to take back the radiator because it would not fit. The customer admitted to our sales representative that they did not measure their application correctly and it would not fit. Even though our policy is to not accept a return for a custom product built for specific customer, we gave them a return shipping label (prepaid at our expense) so we could try to reach a resolution. When the box was returned to us both the box and radiator were damaged (see attached pictures). The radiator itself was dented on the top and bottom, and the overflow neck was almost completely sheared off. The box was haphazardly wrapped in duct tape. The radiator is a complete loss and cannot be repaired. When we called the customer to explain that the radiator was severely damaged, the customer changed their story. We were now being told that the reason the radiator was returned was that it was received “damaged” as well as not fitting correctly. This was the first mention by the customer that the radiator was damaged. The customer began to get very aggressive on the phone with our Sales Representative, and was asked to be transferred to a manager. In our experience, if a radiator is received damaged from the original shipment, that is the first thing that a customer mentions. They aren’t concerned with fitment because they have just purchased a new radiator and want it in perfect condition. Additionally, the damage that we observed on the radiator, as shown on the pictures, would have made it physically impossible for the customer to install or even test fit the unit. When I received the message from the customer’s wife, at the end of the day on Friday, March 20, 2015, it was very belligerent. She stated that “if I don’t hear from you within 48 hours, you will hear from my attorney”. When I called the customer back that afternoon to discuss the issue, she continued to be very belligerent and threatening. I explained that the radiator was received damaged, and that we could not file a claim with FEDEX because, in our view, the radiator was not packaged correctly at their end and was now completely destroyed. I then asked her if she had any pictures of the damaged radiator that would help support their new claim that the radiator was damaged when it was received. She told me that she had pictures and would send them to me. I told her that I couldn’t do anything else until I reviewed the pictures. She continued to be very unprofessional and aggressive on the call, and I told her that I was ending the call. We received no other correspondence from this customer. No photographs of the claimed damage were ever received. We still have the box and the radiator available for inspection. From our experience, it appears that this radiator was simply placed in the box with little or no proper packaging and sent back to us. The old, worn box was taped up rather than using a new box that would have protected it on the return trip. Since the radiator is completely destroyed, there is nothing that Griffin Thermal Products can do to salvage it. The shipper (in this case the customer) is responsible for packaging the radiator in such a manner so that it arrives back at our facility in the same condition that it was received. If you have any questions or we need to discuss further, please don’t hesitate to contact me. We have many additional pictures that we can send to you. Sincerely, [redacted] Griffin Thermal Products 864-[redacted] Extension [redacted]
February 29, 2016
Revdex.com ID: [redacted]
This product line has a 2-year
warranty against manufacturing defects. It was purchased in June of
2013. The radiator was replaced by our
distributor, under warranty, in August of 2014.
The 2-year warranty period ended in July of 2015.
Despite the fact that the radiator
was well outside of the warranty period, Griffin Thermal Products made an attempt to
help this customer. When we reviewed the
pictures, we notified the customer that we could not “…see anything obvious
from the pictures (that they provided) that would cause multiple failures of a
radiator. We will have to take a look at
the radiator here...” We asked the
customer to send the radiator to us for inspection. The customer refused to
send us the radiator.
There is no further action that
Griffin Thermal Products can take at this point. The radiator is 7-months
outside of the 2-year warranty period.