ComplaintsforThor Fiber

• Initial Complaint

  03/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I saw their online store and asked questions by phone before I purchased a piece of equipment for TV. I received the equipment but it did not work as advertised. I discussed with their tech support who said that they will send me another unit. It came but performed only slightly better. I tried to contact them via email, at first, they responded and said that an RA number was created and that they will send return instructions, but they never did. I tried to contact them via online chat but as soon as I enter my information they disconnect. They caused me unnecessary spending of #170.32 for UPS cost and a full refund ofr$469.00. I believe that they are avoiding my complaint.

  Business response

  05/18/2022

  Business Response /* (1000, 8, 2022/05/18) */ Mr ***** purchased our HDMI modulator in Feb 2022. This is the digital modulator and we disclosed before purchasing that in order to work, the Coaxial network and TVs need to support digital QAM or ATSC modulation. March 11 Mr. ***** called our technical support and we tried to help him set it up.We came to the conclusion that some of these TV's or coaxial networks don't support a digital modulated signal.We were willing to send him a brand new replacement, if that would not work we would reimburse his purchase. We asked him to send the equipment back to us and we provided him with an RMA# and shipping instructions. We never received the unit back. Supposedly, we received a complaint letter from BBB, which is really illogical because we asked the consumer to send the unit back, for replacement or refund. After we received the letter, we asked the customer why was the complaint made? And why he never shipped the device back? He countered that he will do that May 16 We still didn receive the uni , but we will do whatever he decides to do. We will test his unit, then send him the replacement unit or do the reimbursement., whichever he prefers.I hope this complaint will be closed because it doesn't have any ground or reason, clearly we have tried numerous times to solve the issue in-house, the gentleman has espoused a precarious and irrational complaint from his own inaction. We have a wonderful return policy, and warranty policy, and we effectively curate to the needs of the customer. However it is rather difficult, or impossible, if the customer makes remarks, then refuses to follow through with the agenda of proceeding with an exchange or refund. We are proud to be a very ethical company that provides solutions which might not work for all the applications or scenarios, this is why we do have a 30 day moneyback guarantee policy, and we are not trying to take advantage of anybody. In this case, a lack of rebuttal from the accuser, in addition to perhaps a lack of knowledge of RF modulation standards whereas the difference between ATSC digital and NTSC analog could be the culprit is not known because he didn't seem to understand where his signal was coming from. That's okay, we're here to assist, and as noted were willing to get him a new unit (in case the one in hand was damaged during shipping or similar) OR we would take the return RMA and offer a full refund as a couple tech's and engineers were unable to help him understand the relevance of how Television signals are created and distributed. Honestly we were shocked with the complaint.I hope this case is closed right away as there are zero grounds for such a way to extend a lack of clarity in the situation because of the offering a resolution was put forth in the only two ways possible, return or exchange. This is the email we sent on March 11 " " Hello ****, I spoke with the technician who tried to help you yesterday, and his conclusion is that :1) that there still might be something wrong with your setup because you could not even get to the Menu via NMS and you didn't allow our technician to check it remotely.The modulator has several modulation standards, CABLE QAM, ATSC, it might be possible that the modulator is set to QAM and TV search it for AIR or Vice versa, or The second option is that it might be something wrong with the Modulator, the chances are low because we test every modulator before shipping and the modulator has 3 working LEDs indicator But we are willing to send you a replacement that has been thoroughly tested before shipping the Modulator, so will make sure it works well Please send the other unit back to us: Thor Fiber IncATT RMA# ****************************************** Best regards **** Email from May 13 Hello ****, Could you tell me why did you send the complaint to BBB??? We told you that you can send it back, we can send you a replacement or if you do not want the replacement we will reimburse your money If you want to send it back please use the following RMA information Thor Fiber IncATT RMA# ****************************************** Once we receive that, we can send you a replacement or reimburse 100% of your purchase, It is up to you. We will reimburse the shipping charge as well, so please send it. Just to reiterate we have those copies of emails and will be willing to send you PDF copies as well. Best Regards,**** Slowik VP of Sales - Consumer Response /* (3000, 10, 2022/05/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Items have been returned to the supplier on May 15, 2022, Via Canada Post. I communicated this to the supplier via email. As soon as I receive a refund I will be satisfied. Consumer Response /* (2000, 19, 2022/07/15) */ FYI the company DID refund me the full amount, - thanks to YOUR inquiry.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩