Satechi

Review: I purchased a Satechi cyclone media/video player and the unit didn't work, although it wasn't purchased directly from Satech, I sent the unit to be repaired or replaced under it's warranty. I've attempted to contact this company several times, regarding my repair or replacement. Several times, I did get in contact with this company, but they have given me nothing but the run-around, by providing me with misleading information.Desired Settlement: I contacted them several times pertaining to my situation and has received nothing but misleading information. All I want is my unit replaced, because it is apparent that they've misplaced my original unit, in which I've sent in to be either repaired or replaced.

Business

Response:

Hello [redacted],

Thank you for informing us about complaint ID [redacted] and allowing us the opportunity to respond. We have email records that show this customer first contacted us about this issue on September 11, 2012. This contradicts the customer’s claim that the purchase date was August 15, 2013. It is difficult for us to respond to issues that are over one year old, as our product warranties only cover the original purchaser for one year from the date of purchase.

Our records show that we responded to this customer via email and that we also spoke to this customer over the phone about this issue. We typically respond to customer emails and phone calls within 24 business hours from the initial contact, which is why our records indicate both an email response and phone communication with this customer. However, since these correspondences occurred over one year ago, our records do not indicate the outcome of this issue.

This customer informed us that this product was not purchased directly from our company. However, our warranties only cover the original purchaser when purchased from us or an authorized reseller. We cannot guarantee our warranties for items purchased from unauthorized sellers.

Since we cannot confirm that this customer purchased his product from an authorized reseller and our warranties only cover products purchased from authorized resellers, we cannot extend our warranty to this customer . We also cannot confirm the date of purchase from this customer, since this customer first contacted us about this issue on September 11, 2012, and our warranties only cover the original purchaser for one year from the date of purchase.

As you can see from our Returns & Refunds policy (http://www.satechi.net/index.php/return-refund/), our warranties are only guaranteed for one year from the date of purchase to the original purchaser. Additionally, we offer a 30-Day Guarantee for customers to return or exchange their purchase in the event a defective or incorrect item is sent to the customer, or simply because the customer does not like the product. If this customer had provided proof of his purchase from an authorized reseller, and was within the one year warranty period, our policy is to replace defective items within 1-2 business days from the initial contact.

Unfortunately, this customer is unable to provide proof of purchase from an authorized reseller and we are unable to determine the date of purchase, therefore we are unable to provide a replacement for this customer’s defective device.

If you have any questions, please don’t hesitate to email me.

Thank you,

Satechi Public Relations