ComplaintsforElite Metal Tools

• Initial Complaint

  03/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a manually operated roller ****** machine (model #R-M10) from Elite Tools. When the machine arrived we set it up, and the material would not hold in place. (It kept slipping.) We called ***** (from Elite Tools) and he directed us to Technical support. We talked to them and we were not doing anything wrong in our operation. They suggested that we purchase dies with ****** so the metal would not slip. The cost was about $465.00. We do not feel we should have to buy dies to make the machine work properly. We believe they should allow us to return the product, but we would need to pay another shipping fee and restocking fee. I tried to meet them half way by splitting the restocking fee, and he said no.I have been trying to talk to *****, but he does not return my calls. I spoke to ******* (another employee) and he would not help, nor would he give me any supervisors' names or numbers.We believe we were sold a defective machine that cost $2,479.34. We are an ornamental ironwork company with many years of metalworking experience. We know what we are doing with machinery such as the above roller ****** mentioned earlier. We are asking for them to allow us to return this machine without paying the restocking fee.

  Business response

  06/14/2022

  Firstly, we are very sorry to hear of your negative experience. We assure you that our priority is always to our customers first. Prior to the purchase of your machine, we have no record of inquiry concerning your application, nor the machine requirements you would need. On January 31, when the machine did not meet these requirements after delivery, we learned of your specific application and offered tooling that matched your needs. The tooling was offered at our cost. On February 8, our customer service department began efforts to get the machine returned. After you spoke with the manufacturers service department, on February 25 it was determined by the manufacturer that the machine was operating properlyand therefore would require a restocking fee to be returned. Your request for a waived restocking fee was given to the manufacturer, and we continued to ask for updates from the manufacturer. On March 17 a representative of the manufacturer emailed you to confirm the problem and suggested the use of specific tooling for the application. This tooling was again offered at cost.  Unfortunately, we are unable to waive a restocking fee issued by the manufacturer.  We, as the distributor, do not make the determination whether a machine is defective or within specifications we act as the intermediary for the transaction. In attempts to provide you with a machine that fits your needs, we have made multiple attempts to provide application-specific tooling at our cost. This economical choice was not explored and may have aided in determining if the machine was defective. Please know that this is still an option, and we would be happy to work with you.
  

  Elite Metal Tools - Customer Service

  Customer response

  06/17/2022

   
  Complaint: 16883522
  
  I am rejecting this response because:

  for the following three reasons:

  1. ******************* spoke with the representative explicitly before we made the purchase, attempting to verify and confirm exactly what we needed it to do.  Details include the fact that ***** told them we were bending 1" (inch) by 1/2" (half inch).  They looked it up and said that was the category that it could handle.  And when we received the machine, we tried it as a test.  It was not performing properly; it was slipping on the material, not grabbing.   (Per their message to us above, they are saying we never confirmed the mission prior to purchase.)

  2. Afterward, when we had discovered it could not do the job, the manufacturer told us that the decision to waive or not waive the re-stocking fee was up to the middleman.  (Per their message to us above, they are saying the decision is driven by the manufacturer.)

  3. We had offered to split the re-stocking fee and they declined.
  
  Sincerely,
  
  *****************************

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