Dear Revdex.com: We recently received a complaint from one of our customers who purchased one of our waterless incinerating toilets (SR5) on May 14, 2015. She wants to return the unit for a full refund due to customer service and product issue. Attachment 1 and 2 shows our company’s 1 year factory warranty...
and our Term of Sale. In regards to the delivery complaint, unfortunately some of our vendors had parts backordered so our lead time ended up being longer than what we estimated it to be. We always try to ship out our products in about 4 weeks, however sometimes there are circumstances that we have no control over that delays the lead time. Once we received the parts, it got shipped out to the customer.Before any of our products get shipped out they go through several hours of testing as a part of our quality control. The toilet got inspected by our quality control engineer and everything was working great. Ecojohn has sold and shipped thousands of these toilets all over the world and the company has done this for 14 years. We manufacture high quality toilets and we have very happy customers all over the world.Upon receiving the toilet, the customer used her own contractor to install the unit and it was never inspected by Ecojohn. We have no idea if the installation was done properly or not. During the installation process, Ecojohn tech support was contacted and it was apparent that the customer did not have much knowledge about installation of gas appliances. Our tech support communicated with her multiple times to help her understand what she needed to do to get the unit operational. Ecojohn tech support suggested the customer to hire a local gas technician who could help her with the installation.Ecojohn provides high quality products and we can back that up with all the satisfied customers we have around the world. Our products are used in the harshest climates including the military, so we know the products are well built. These toilets have undergone lot of testing and they are approved by UL (Underwrites Laboratories), which is a world known testing/quality agency. The toilets are additionally approved by CE, and DEQ.Shortly after the last communication with Ecojohn tech support we were contacted by the customer again saying that she wanted to return the unit and possibly change it out to our composting toilet instead, which does not use any gas. A response letter was emailed to her on December 9, 2015. (Attachment 3). It was explained to her that if the toilet is unused she may return the unit to us at her expense, but there will be a restocking fee.We are extremely sorry to hear that this particular customer has not be able to get the toilet operational, we strive to make every customer happy and pleased about their purchase. Maybe this customer should have done some more research before buying a waterless incinerating toilet how waterless toilets work—they are a little bit different from regular flushing toilets or composting toilets. With that said, we are confident that if she contacts a local gas technician, our tech support can help her to get this toilet fully operational so she can use it as intended. These toilets are great and we are positive that once she has the toilet operational she will be a happy customer. However, should she decide that she wants to return the unit to us for a refund, she will need to arrange for shipping it back to us at her expense and there will be a restocking fee. The refund will get mailed back to her upon our engineers have inspected the unit and ensured it never has been used. Should she decide to keep it, our tech support is here to assist and work with her to get the toilet fully operational. Most likely there is only an air setting that needs to be modified which is a part of the installation process.
Dear Revdex.com: We recently received a complaint from one of our customers who purchased one of our waterless incinerating toilets (SR5) on May 14, 2015. She wants to return the unit for a full refund due to customer service and product issue. Attachment 1 and 2 shows our company’s 1 year factory warranty...
and our Term of Sale. In regards to the delivery complaint, unfortunately some of our vendors had parts backordered so our lead time ended up being longer than what we estimated it to be. We always try to ship out our products in about 4 weeks, however sometimes there are circumstances that we have no control over that delays the lead time. Once we received the parts, it got shipped out to the customer.Before any of our products get shipped out they go through several hours of testing as a part of our quality control. The toilet got inspected by our quality control engineer and everything was working great. Ecojohn has sold and shipped thousands of these toilets all over the world and the company has done this for 14 years. We manufacture high quality toilets and we have very happy customers all over the world.Upon receiving the toilet, the customer used her own contractor to install the unit and it was never inspected by Ecojohn. We have no idea if the installation was done properly or not. During the installation process, Ecojohn tech support was contacted and it was apparent that the customer did not have much knowledge about installation of gas appliances. Our tech support communicated with her multiple times to help her understand what she needed to do to get the unit operational. Ecojohn tech support suggested the customer to hire a local gas technician who could help her with the installation.Ecojohn provides high quality products and we can back that up with all the satisfied customers we have around the world. Our products are used in the harshest climates including the military, so we know the products are well built. These toilets have undergone lot of testing and they are approved by UL (Underwrites Laboratories), which is a world known testing/quality agency. The toilets are additionally approved by CE, and DEQ.Shortly after the last communication with Ecojohn tech support we were contacted by the customer again saying that she wanted to return the unit and possibly change it out to our composting toilet instead, which does not use any gas. A response letter was emailed to her on December 9, 2015. (Attachment 3). It was explained to her that if the toilet is unused she may return the unit to us at her expense, but there will be a restocking fee.We are extremely sorry to hear that this particular customer has not be able to get the toilet operational, we strive to make every customer happy and pleased about their purchase. Maybe this customer should have done some more research before buying a waterless incinerating toilet how waterless toilets work—they are a little bit different from regular flushing toilets or composting toilets. With that said, we are confident that if she contacts a local gas technician, our tech support can help her to get this toilet fully operational so she can use it as intended. These toilets are great and we are positive that once she has the toilet operational she will be a happy customer. However, should she decide that she wants to return the unit to us for a refund, she will need to arrange for shipping it back to us at her expense and there will be a restocking fee. The refund will get mailed back to her upon our engineers have inspected the unit and ensured it never has been used. Should she decide to keep it, our tech support is here to assist and work with her to get the toilet fully operational. Most likely there is only an air setting that needs to be modified which is a part of the installation process.