Smarter Tools, Inc.

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I did not see an offer to resolve the problem We did not wait until a storm came, I have been attempting to contact for over a year, before any storms and I'm pretty sure this complaint was submitted before any storm.The fact is that you have not returned any calls over the past year and as of the last attempt, all the voicemail prompts are directed to one person and the voicemail box is full; it has been this way on multiple occasions, long before any storms.I am uncertain of what the hour meter is at now, but when we first contacted you about the issue it was under hours It leaks oil out the air filter and drips on whatever surface it is sitting on I had let this go until the muffler sheared off the bolts from rattling and one of the handles snapped off, I then attempted contacting you again for replacement parts and have been attempting ever since I need replacement parts for the handle and the muffler I also would certainly hope that a $*** unit would last more than hours
Regards,
*** ***

The product in question has the following initial terms of warranty: Smarter Tools warrants to the original purchaser that the mechanical and electrical components will be free of defects in material and workmanship for a period of two (2) year or 200 hours (measured by the factory installed...

hour meter) from the original date of purchase (1 year or 200 hours for commercial & industrial use). The warranty is provided within the user’s manual for the generator and the details of the limitations and terms of that warranty are described therein. An electronic version is also available on our website at [redacted] As of this date 09/20/17, the product in question would still be covered under the warranty unless the hours measured by the factory installed hour meter have exceeded two hundred (200).If the product in question is still under warranty, we would be happy to provide the requested/necessary parts to repair the unit. Unfortunately, there was no detail provided that describes the nature of the problem. If the product is no longer under warranty due to the hours measured by the factory installed hour meter, one would might argue that the product has been useful and has performed its primary functions irrespective of the customer’s claims. Regarding the claim of a lack of response to repeated email communications, it is possible that the email address provided, which is a tailored domain made up of the customer’s first and last name, is being blocked or treated as spam by our domain host. With regards to the claim of lack of response or the inability to reach us by telephone, it is possible that this customer, like many of our customers that own portable generators, wait until the storm or hurricane is upon us before addressing issues that they might be experiencing with their product. Unfortunately, these are random acts of God and it is next to impossible to ramp up our call center to handle the volume of calls during these periods. We are more than ready to reach out to the customer directly, once this arbitration is complete and now that we have their contact information, and assist them with any issue that they might be having with our product. In fact, we are willing to extend their original warranty coverage by six (6) months to ensure that the problem is resolved by following the proper warranty protocols. Thank you for bringing this to our attention. We look forward to working with the customer to restore their faith in our product and brand.