TTI Floor Care North America

I just spoke to this customer, and per our conversation (this is what I sent him). From: T***, Juanita Sent: Monday, October 09, 4:PM To: '***' Subject: Service centers in your area Good Afternoon, Per our conversation I have listed below the two service centers in your area that do warranty work for our company.You have to take a copy of the original sales receipt to verify that it is still under warrantyManufacturing defects are covered under the warranty, that includes parts and labor. *** *** *** *** *** *** PORTLAND OR *** *** Approxdistance: * *** *** *** *** *** ** *** *** PORTLAND OR *** *** Approxdistance: *** *** Juanita T***Customer Care SupervisorTTI Floor Care North AmericaCochran RoadGlenwillow, OH 44139 Office: ***Fax: ***Web: ***

I will send the customer the needed part, if this does not correct the problemThe customer will have to take it to one of our authorized service centers

We have contacted the service center and was advised they ordered a motor to go into the vacuum. We also contacted our Warranty Department, and they stated the service center keeps ordering parts for the vacuum, not requesting a replacementOur Warranty department states that the service
center has to put in a claim for a replacement, they are sending them what they are requesting and it is not a replacementUnder the warranty if the vacuum can be repaired they will repair itIf not they will replace it. This customer stated in the complaint that about a year ago they started having problemsThis customer only contacted us May regarding any issues

I have contacted the customer and advised her to call me directI left a detailed voice message with my direct phone numbe4r

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. For your reference,
details of the offer I reviewed appear below
I would prefer all communication via email pleaseI'm sorry but I have very little air time on my phone and cannot afford to buy a time card over this issue (they are $for mins)The vacuum cleaner itself only cost $59, so I would be out nearly half its worth right there.
Regards,
*** ***

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. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
They liedI did call the seller and them too. Consumer responded to Revdex.com as follows: He would just like to get his vacuum repaired. He was advised of the business response and will reach out to MsT*** regarding the vacuum

Customer was called yesterday after the unit was inspectedCustomer was asked what solution was used in the product: 1st answer the solution in the cartonCustomer was advised the solution in the carton had never been used2nd answer was she did not use the solution from the carton because
she already had hoover solution from previous unitCustomer was advised that unit appears to have never been used (no carpet fibers or any type of debris in the brush's)Customer then stated it was only on a minute or two. Customer was then given the notes in her case from our quality assurance reviewThey also added pictures of the unit to her case.Customer was advised her response would be forwarded to our claims department Quality Assurance review notes: (listed below) Cleaner is brand new and never usedNo carpet fiber in brushes, solution not opened, no sign of water in tanks or reservoir

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me.
Regards,
*** ***

The customer did call our office several times. The replacement order was just placed 12/28/I pulled the call when this complaint was received. The customer spoke to Tim on 1/9/and was advised that the order had not shipped. The representative also advised the customer
that our shipping department was closed due to end of year inventoryThe customer stated that if she had been advised of this, she would not have kept callingThe representative stated he was sure he had told her. The customer wanted to know what was going to be done for her, since she has been without a vacuum for awhile now. The representative advised the customer that he would try and get her order sent out soonerI did go over the call with the representative and advised why the customer sent in this complaint. I just checked the FedEx tracking number *** and it shows that the order was delivered yesterday (1/11/2018). The other part of her complaint regarding a refund for the difference in price. The model she had is sold by Best Buy and the set there own pricesWe sell model UH73220PC and our suggested price is $Unfortunately, we can't give any credit for the difference in priceThe customer was sent the model that we sell and the price is listed

Good Morning I have no other way of saying, we can’t offer this customer any type of refund.We can’t send out any other products.He placed his order November of 2016, contacted us for the very first time April of 2017.He states he did not receive a product, there is no way to trace an item after months.He already knew what he was being charged when he received the email about what was shipped.He was charged a few days after the order closed on our end.He never mentioned once, why he waited months to contact us? Juanita T***Customer Care SupervisorTTI Floor Care North AmericaCochran RoadGlenwillow, OH

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. For your reference, details of the offer I reviewed appear below.I have not yet received the *** *** vacuumAll I have received is a third email, identical to ones that I received in December and January (Copies attached)This is part of the problemThe company has repeatedly promised to send a replacement unitWhen I call in follto as to why I have not yet received the replacement unit, I just get another emailUntil I have actually received the vacuum, I do not consider this matter to yet be resolved
Regards,
*** ***

I checked our dealer portal and found claim number *** Per notes listed, the reason her vacuum was not fixed/replaced. see below: Hose Attachment adapter (cracked/Broken)Non warranty service (consumer misuse)

I have checked and the needed receipt was receivedI have placed the order for a replacement productI do apologize for any inconvenience this has caused

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

The service center discovered it was not defective, just cloggedUnfortunately, that is not a manufacturing defectThat is considered a maintenance issue

We can't give the customer a refund for a product he purchased in and not directly from us. We don't have any type of replacement planWe do have the product in stock and if we replace it, the replacement warranty he has will not apply to the new model. He also has an option to go to a service center with his original receipt and have the vacuum looked atIf they are able to repair it under the warranty they will. If not they will have to replace it, and again it will not be the model that he purchased the replacement plan for. I have listed the service center in his area (below) *** *** *** * *** ** *** * *** **
*** *** ** ***
*** ***
*** *** *** ***

The customer has come to an agreement with our company. The customer was offered 50% off the original price of $to apply to a different model. The customer will contact our company tomorrow to place the order

This customer sent our company an email (3-3-2018) that says the same thing on this complaint. She never spoke to anyone hereShe states in her complaint that she purchased her product 1/2/2016. Her vacuum had a one year warranty from the date of purchase, with that being said.
Her model was out of warranty 1/2/if she purchased it 1/2/This customer should have contacted us as soon as she started having issues with her product, she did notShe contacted us after her product was years out of warranty. We can't give her a refund or new product. We can offer her a 50% discount on another product if she chooses to purchase one. The discount would apply to any product not currently on sale, no refurbished models or featured products. If the discount will be used, the order would have to be placed via telephone with us

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. For your reference, details of the offer I reviewed appear below
The response provided by *** is a perfect example of the lack of customer service being provided by *** and is the reason for making this complaint.As I've explained, I purchased this unit with the understanding that the unit was a refurbished model with the same yrsWarrantyThis is what the ***'s Electronics Representative told me in which ***'s is a *** Authorized RetailerNo where on my receipt, which I'm attaching here, does it show that this unit only came with a month Warranty nor is there any label or tag on my unit that shows the unit has been refurbished and only has a month warrantyHad I have known that the unit did not come with the standard yrswarranty, I wouldn't have purchased it*** should place a label somewhere on the unit so that the consumer is aware that a refurbished unit only comes with a month warrantyJust because the unit is refurbished does not tell the consumer that the Warranty would be any different then standardMany manufacturers provide the same Warranty on refurbished product that they do on new product and since the *** Authorized Retailer told me that the unit had the same standard yrsWarranty I purchased it.***'s response is that I should have checked it on their website before purchasing the unitIn my opinion, asking the consumer to check the date code of a product they are purchasing on their website prior to purchasing it is unfair, unethical, and unreasonableIt is not reasonable to assume that the consumer would automatically know that *** has a website that they will need to check for Warranty information prior to making the purchaseIf there would have been a label or sign on the unit stating to log onto ***.com to find out the Warranty information about this unit then I would have done so.To me this seems like an unfair business practice and is taking advantage of the consumer. I also wanted to mention the fact that we brought the unit to the *** Authorized *** *** for repairThis is where *** directed me to go and not somewhere I randomly selected to bring my unit for repairI've attached an email from the repair center dated May stating that they contacted *** and that *** was asking for a receiptThis proves the initial date of contact to *** about the defective machine which is within the Warranty periodThe *** *** told us when we first dropped off the unit that we didn't need the receiptWhen we learned that we needed the receipt we had to contact ***'s to get a copy of the receiptIt took about a month and a half to get the information from ***'s but we brought in the receipt in to the *** *** the first week in July as shown in our email attached*** is stating that the *** *** didn't send them the receipt until AugustThis is not my fault and I should not be held accountable for this error and delay caused by ***'s own authorized *** ***. Lastly, I've attached the email from ***'s authorized *** *** stating that *** had originally agreed to replace the unit under warranty and that they had been waiting for the replacementIt wasn't until I called last week that we found out the *** never sent the replacement and that they were now stating that the unit would not be replaced. Somewhere someone is not telling me the whole story and I think this entire process from the original purchase has been a nightmare for me and I feel that *** should be ultimately responsible to make this right. The unit failed during the Warranty period and it should either be fixed or replaced by *** as they should stand behind their products. It's not fair to me to first be told by ***'s authorized retailer that the unit I purchased has a two year warranty to only be told it doesn'tThen to be told by ***'s authorized *** *** that I will be getting a replacement unit to only be told I wouldn'tLastly to be told by *** directly that they didn't receive the information from their *** *** until August when I started the process in May.I ask the Revdex.com to take all of this into consideration when making their decisionI'm just the consumer caught in the middle and feel that I'm being treated unfairlyI guess the proof is on the receipt and on the product itselfNo where does it show that the Warranty is any less than the Standard yrsWarranty and if any change to the Warranty provision is not clearly shown on the product or receipt or provided to the consumer prior to purchase then I believe *** is ultimately the responsible party and should be replacing this unit under Warranty. My next step will be to seek legal guidance and consumer protection if this can't be resolved with a mutual resolution agreementI would strongly recommend that *** checks with their legal and compliance team regarding their responsibility in marking refurbished product with the correct warranty information and provisions prior to selling it to the consumer as in my opinion seems very similar to the bait and switch tactic.Before I close out my response I wanted to voice my concerns as the Voice of the Customer that not only did ***'s Customer Service Representative Jan argue with me instead of trying to find a resolution for me but their Customer Service Manager Rhonda has still not called me and two days have passed since I was transferred to her Voicemail box and left her a message to call me backHow can the person responsible for Customer Service be a a position where they can't even call their customer backFrankly, this is unacceptable and I truly hope that an Executive Team Member for *** reads this complaint so that they can take the steps necessary to provide better customer service in the futureAs a Customer Service Manager for a Fortune Corporation I would gladly offer my consulting service and assistance.Thank you for your time and assistance
Regards,
*** ***

This customer emailed the needed informationI responded with this message:I received the photos and have placed oracle order number ***We do quote 7-business days for shipping, but it will ship via FedEx and FedEx is usually day groundI do apologize for any inconvenience this has
causedIf you need any further assistance, don't hesitate to contact meThe order was shipped October 16, and the FedEx tracking number is ***Not sure why he sent this again?