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Unit DOA on receipt - Cust Serv total failure |
March 31, 2021 |
| Reviewer:
Rob Waldrop from Fort Myers, FL United States
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Within the past month my wife and I have bought 2 units from MarinAire. The second unit was DOB - Dead out of box. I spoke to Joshua(?) and he told me there was a simple troubleshooting procedure he would email me. I called back, he txfrd me to warranty so they could get a replacement part out to me. He needed to trxfr me to verify the address, set up the replacement part. I was supposed to be getting shipped a replacement transformer for the brand-new-defective-unit, she told me it wasn't my call-if it was up to her they'd send me a RMA label to return the whole unit. It is unacceptable for a CSR to tell me that "they're closing in 5 minutes". When a customer who has spent $3000 plus with a company in a month has an issue on their second purchase, you don't tell them they have to return the unit at their expense on your whim. You don't email to the customer that "while your warranty doesn't include shipping of replacement parts, as a 'courtesy' you're paying shipping this time".
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