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Complaint Details
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Initial Complaint
04/05/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On March 25 2024, Before buying a part for my jet ski with this supplier, I asked it was the correct part and they assured me that yes, I bought it and upon receiving it I noticed a discrepancy according to the old part that I was going to replace. I sent photos before start installation and even the supplier said that it was still fine, after paying a workshop to remove the old one and installing the new one in the workshop, they realized that the part did not fit and in the process it was damaged, I asked the seller for a replacement or a credit since everything This problem, loss of time and money, was due to the fact that he sold me the wrong part. Part price was *******
Business response
04/24/2024
Customer purchased the product from us on 03/25/24, The product was delivered on 03/27/24. The first complaint describing the issue about the pump was on 03/29/24 at 5:34PM EST which is 34 minutes after our close of business for the weekend. On Monday 04/01 we responded to the customer via our messaging app at 10:03AM, We offered to send the customer a return label for the product and exchange it out for another pump with a much higher value to remedy the situation.(See screenshot) Shortly after the offer the customer sent us over pics that showed that they proceeded to cut and alter the product "to make it fit". Our business hours are posted on our site and the customer chose to alter and essentially destroy the product before waiting for us to open on Monday and resolve the issue with the offer we made, However, After seeing the intentional damage to the product that was made, at the point any warranty on the product and any attempt to recover the product is voided and there is nothing more we can do to remedy the issue as the customer chose to permanently alter and therefore own the product. Too our knowledge since we had not heard back from the customer the install was a success even though it was not done correctly. The only resolve we could issue at this point would to offer another pump to the customer at a discounted price.Customer response
04/30/2024
Complaint: ********
I am rejecting this response because:I asked if it fit my jet ski and he said yes, then I received a part with some discrepancies (see attached photo) and I asked again before proceeding with the installation and As you can see in the chat (See attached photo) he said that everything was fine, after paying **** for labor in the installation process because it was not the correct part, it was damaged. The worst thing is that they realized the error in the advertisement on their page and it was removed, I questioned them about this and they said that it was supposedly out of stock (See attached photo), pure coincidence. Due to this store's error, the only loser has been me, **** of the value of the part plus **** of labor.
Sincerely,
***** *******
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.