SunbeamTech's rather diasppointing CS.....

[Moose777]

If this is in the wrong board please relocate it, I wasn't sure where it belonged. Thank you.

Back on November 28th 2005 I purchased a Chromatic Windmill from this company. Its a nice unit. Poor quality though.

In January it caught fire and destroyed 2 of my fans. I immediately sent an Emal to the customer service department asking them what their warranty was and how to get my unit either repaired or replaced. I was pleasant.

Customer Service was lacking a lot of customer service. A few emails were sent between me and the people in CS and then nothing. I patiently waited for an answer and sent a few rather nasty emails when I got no responses. Over time I grew increasingly more irate.

The other night I decided I was tired of waiting for the CS department to respond so I contacted the sales department and lambasted thier poor coustomer service.

In my opening sentence I asked, "Is it company policy to ignore a customer's request for customer service when a product they purchase from your comany fails?"

I ended the email with, "I feel your customer service department and *the person's name who didn't help me* are both useless....but, I digress.I would also hope that you would be willing to help a customer resolve a problem who already has a bad taste in their mouth in the apparent lack of customer service within your company."

This morning, I get a reply.

"We will send you a new unit, however we request that you send the old unit back. There is a slight 0.0001% chance our products will catch fire. Is this satisfactory?"

Well, in answer to their closing question, "You're god damn right this is satisfactory, it's however unfortunate that it has taken me an extra 2 months to get a replacement. Evidentally it appears that I happened to have also recieved that one one thousandth of a percent of fire prone units."

I find it sad that it takes several months of nasty emails to get things rectified. I started the entire ordeal with a positive email and a positive attitude. My initial email was even cheery and told them that I as a consumer understands that things can come off the line defective and it happens every now and again. Hell, I wasn't even mad that it caught fire because I understood that. I was upset that my rig was down for a few days. But I wasn't pissed. I grew angry over the long periods of being ignored until finally I snapped and sent the final email basically informing them how much I dislike their company and will never purchase another product of theirs.

Now, will I use the replacement in my rig once I finally do get it?

Hell no. It'll be on Ebay the day I receive it.

 

[jbrukardt]

I wouldnt treat you nicely either if you cursed and lambasted me (you own words)

 

[Moose777]

I didn't curse at them. And I wasn't rude to them the first 20 emails I sent to them. I became increasingly beligerant the more they ignored my requests. All I originally wanted was to ahve my fan controller replaced. And I was willing to stand by and wait for a new controller. But when they failed to respond and take pride in their product I became angry in the fact that here is a company who makes a consumer good that doesn't stand behind it when something fails.

And it appears to me that they function better when you do yell at them.

And according to you, you'd rather accept the fact that you bought a piece of equipment that was defective out of the box? You wouldn't try to get it replaced/repaired? You'd just take it and accept the fact you got screwed? You wouldn't pursue a repair or replacement product? If thats the case then no wonder companies laugh whenever something breaks, cause they know there are people like you out there who will take it deep without any lube.

I for one spend money ont hings and expect them to last more than a few weeks. And when they don't, that pisses me off because I don't like wasting money.