TTI Floor Care North America

This customer first contacted us 4/9/2015. We replaced his unit 2/2016, manufacturing code was B14B which means the unit was made 2/2014. The unit only has a 2 year warranty and when we replaced it, it was  out of warranty.  We offered a discount, customer refused. ...

Unfortunately, we can't replace it again. The customer is using commercial brand [redacted] solution, we recommend to only use [redacted] products. The manual does state to use genuine [redacted] parts.

I received an email from this customer dated 3-4-2018 advising that he did not receive his replacement. I do apologize for any inconvenience this has caused. I placed the order yesterday and the customer should have received an email to the email address we have on file. The customer will receive...

the model that we discussed via telephone. Customer purchased a refurbished model that was already discounted and for some reason our representative gave him an additional discount. I am sending a brand new model not a refurbished model. The customer could have called me direct, he does have my number.  Order information is listed below for review. Order Complete Order number [redacted] has been successfully placed. The confirmation number from Oracle is: [redacted] If an email address was provided, the customer will receive an order confirmation email.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  They don't offer any resolution with their response, nor they realize the problem. Instead of apologizing, they think it's okay to lie to customer and wasting their time and money. I demand answer in writing otherwise they will keep lying. I have all email correspondence  showing promises month to month that I can forwarded to you. I love their product for long time, it's sad to find out that their management and the way they taking care the customer has changed and very unprofessional.

Regards,
[redacted]

The manufacturer recently wrote, “If the customer is having an issue withthe service center, we can also put in a complaint for him”This is what I wrote to [redacted] after my interaction with [redacted] vac in July.Yes I want to submit a complaint about the repair center and I have beenrelating this request to [redacted] for the past three months.Corporate Team Assistance    [ [redacted]I contacted this office and  received a response on July 19 that mycomplaint had been forwarded to corporate [redacted]. I have not received anyfurther contact  from [redacted] about my complaint since .This is my original contact letter below I  have already input the modelcode etc.I have a [redacted] purchased in 2015. The beater bar will not stop whenthe handle is placed in the upright position. I have been dealing with [redacted]Vac for this issue as they are a warranty depot for [redacted]. Dealing with theperson there has been difficult as he would not accept an electronic receiptof purchase and would not print off the one I sent him claiming at first thedocument was blank then that his printer was broken. I did offer that hecould just forward the receipt electronically to the manufacturer withoutneed to print a receipt. He refused. I spoke to him several times regardingthe repair issue and attended in person today.  After taking down myparticulars he then asked me for $30.00. Nowhere was it written within theestablishment that I have to pay $30.00 for a warranty inspection also hedid not mention a $30.00 fee in the many phone conversations I had with himabout repairing my item. I asked him to call [redacted] to see if this part iscovered under warranty to avoid paying the fee but he refused. My complaintrevolves around the fact he did not inform me that a charge was required fora warranty inspection in the many conversation I had with him nor was theresignage stating same.I will not take my vac to [redacted] vac and will not take any work to thatbusiness in future. I appreciate the offer to replace the unit outright buthave a few questions;1.      What is the warranty on the replacement item? The vac I purchasedhas a 5 year warranty and I note that the same vac now sells with a 2 yearwarranty.2.      I purchased additional filters for my vac will they fit in thereplacement model?3.      How do I go about acquiring the new model?4.      What is to be done with the defective model? What are myresponsibilities for each item in relation to questions 3 & 4?I offered to [redacted] a new estimate from [redacted] repair on Broadway ave forrepair of $29.99 including the parts which the repair facility states theyhave on hand. I will end this complaint and accept a free replacement if themanufacturer can confirm that the warranty remains at 5 years and that thereplacement filter I purchased will fit into the new vac.Regards[redacted]

This customer first contacted us 8/23/2016 and at that time he had model  ([redacted] and manufacturing code [redacted]) this unit had a one year warranty from the date of purchase. We replaced it 8/30/2016 with the same model. He called back 4/13/2017 and we replaced it again with a different...

 model [redacted], his unit was already out of warranty at that time. The model number he has listed on the complaint is the very first model that he called about back in 2016. Unfortunately, we can not replace it again. We can offer a discount if he is interested in another product.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I do not find this response appropriate in the least. This company willfully sells this product despite numerous reviews that it breaks and becomes ineffective shortly after the warranty expires, as indicated overwhelmingly here: https://www.amazon.com/DIRT-DEVIL-EasyLite-7-2V-Cordless/product-reviews/...⇄ The company is knowingly misleading consumers and actively taking advantage of customers by continuing to sell this product and refusing to exchange the product after one year of minimal use.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and will wait for the belt and new roller brush to arrive. I am hopeful it will resolve the issue, however I won't know until I replace the old part with the new. I will update the Revdex.com regarding this matter.  
Regards,
[redacted] Or [redacted]

The customer has been called and advised to call us back for clarification regarding our service centers. It does not take 6-8 weeks for a repair. I do apologize for any inconvenience this has caused. My direct number is 440-996-2551.

The customer placed a website order. I have called the customer and advised our website did show that our shipping department was closed. Customer states she did not see it on her page. The customer was advised I will refund her shipping charge.

The product says to contact us on the box.  That is to see if we can assist with any issues.  If you are dissatisfied with a product and are within the return policy of the store. You can return it anytime.  Our business hours are 8am-6pm Monday thru Friday EST.  We don't have...

computers answering our phones.  We have live representatives available all  day until closing.

I had his issue looked into. Information received back from our [redacted] Program.  This member was deactivated because they tried to use three accounts to get more free products

The customer had a 2 year warrant for manufacturing defects. The customer states that he has already taken his carpet cleaner to one of our local authorized service centers on the last day for his warranty. The service center will repair any manufacturing defects. If they can't repair the...

manufacturing defects, they will replace the carpet cleaner. Unfortunately, we an not give the customer a refund for a product he purchased 7/6/2015.

The customer has been called back, and her unit is now working.

Hello:Please be advised that we spoke with the customer [redacted] regarding requesting a copy of receipt. It is stated in our manual that a copy of receipt is required to validate warranty. I have added that quote in parenthesis for your review. (Refer to your vacuum cleaner carton for the...

length of warranty and save your original sales receipt to validate start of warranty period). A copy of the customer's receipt has since been verified and attached to the case. We will be making an exception and providing another option to the consumer so she will not have to incur the cost of shipping back the unit. The customer has been advised on the next step so we can proceed with replacing the unit under the warranty. Also, we do apologize for the hold time the customer experienced as we are experiencing high call volumes at times.

The customer needs to  dispute the charges with her credit card company if she has never placed any orders with our company.

He stated that he will not go back to our service center [redacted].  I don't have a problem replacing his vacuum sight unseen, he would have to ship it into us at his cost.  I am not sure who offered him a replacement? If a replacement is what would be given depending on the vacuum after inspection. The warranty does not start over, it continues (that is why we advise the customers to hold on to there original receipt). If a replacement is sent, it will be the same model (unless not available) He did send in another repair cost of $29.99 and it was for an un-authorized service center. We will not honor an un-authorized service center, due to having an authorized one in his area. If he has an issue with our authorized service center, I can forward his complaint. The customer has been told that [redacted] Vacuum wants $30 which he would get back if determined a manufacturing defect. He still refuses to take the vacuum there. We have no control over what fee the service center wants to charge a customer.  They are independently owned, and do warranty work for our company. We can make sure the customer gets the fee back, if it is determined to be a manufacturing defect. If we do send out a replacement, we can not start the warranty over.