Very poor customer experience
Written: Oct 23 '07
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After about 1 year of hearing good stories about Smarthome, I had an experience today that really changed my mind about good customer service. I had ordered a powerlinc controller in December to link my ELK control to Insteon. After repeated attempts to establish a connection to the PLC via various methods and many many hours of time I determined that the product was simply defective. I contacted customer service and requested a replacement part be sent. In order to have the part shipped to me prior to the returned part being received by them I gave them a credit card number which would ensure that they were protected. 6 days later I received the wrong replacement part. I contacted customer service to notify them that they shipped the wrong part and here is where my customer service experience took a turn for the worse. I was told that they did not ship the wrong part and that I specifically asked them to ship a different part. I have absolutely no idea how they came to that conclusion because I never had that discussion. In addition to this accusation, I was told that they would not ship me the correct part until they received the latest part back even if I give them a credit card number to secure the return. They actually stated to me that that was a one time offer only. After a lengthy debate with the customer service rep, he finally agreed to essentially allow me to purchase another controller (3rd time) and ship me a new one. Now I have dealt with many different firms in my time but never was treated so poorly. My expectation would be that they would simply apologize for sending the wrong part and overnight a new part. They were not willing to do either. I must say that I feel more disappointed that a company would treat there customers this way. I can ensure you that the money I gave them was processed very quickly and was not defective in any way. So I now must wait another 7-10 days to get what I have now paid for 3 times and spent countless hours trying to get. Very disappointing.
Recommended:
No
What product did you purchase or try to purchase? Powerlinc 2414S
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Epinions.com ID:
mharvie
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Reviews written: 1
Trusted by: 0 members
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