In October, I purchased a new Viatek Laser Hair Removal system which was defective right out of the box. Although the unit powered on, the laser did not work. As the item was under warranty, I contacted the company by phone and asked what I needed to do in order to receive a replacement. They instructed me to fill out the warranty card, enclose my receipt, and mail back to their returns department.
On 10/10/08, I returned the item to them via Certified Mail (#1307 2390 0000 0222 1947) and awaited my replacement. They had informed me it could take up to 4 weeks, so I waited the alloted time, then followed up by email on 11/3/08 to their customer service department at [email protected].
I received the following response:
From: Dallas Ciferri [mailto: [email protected]]
Sent: Friday, October 31 3:36 PM
To: Heather Ogden
Subject: RE: Returned Item
Good Afternoon,
We did receive your package. A request has been put in for a replacement for you. Right now, we currently do not have this item in stock. Once we receive a shipment, it will automatically be sent out to you. Thank you for your patience.
Thank you,
Dallas Ciferri
Customer Service
VIATEK CONSUMER PRODUCTS GROUP INC.
6881 Kingspointe Pkwy Suite 7
Orlando, FL 32819
T: 407.248.0123 x 221
F: 407.248.1232
After waiting another month and receiving no replacement unit, I emailed once again on 12/9/08:
From: Heather xxx
Sent: Tuesday, December 09 2:35 PM
To: 'customer. [email protected]'
Subject: Return
Attn: Customer returns
On October 10th, I returned a defective Viatek Laser Hair Removal unit by certified mail that was still under warranty. I was told you had received the item, and that the replacement unit would be sent out as soon as you got them in. However, it has been two months and I have still not received it.
Can you tell me how much longer it will be? Or, if you do not know the expected shipment date, can you please just issue me a refund so I can purchase something else?
Thanks,
Heather xxx
Since this email, their company has not responded nor given me any additional information regarding the product or refund. I feel that having waited three months for a refund is more than adequate time to have rectified the situation. I am no longer interested in a replacement product, but would rather have my money back as I stated to them in my last email.
As it stands now, they have the $100 product I returned under warranty, and have not issued me a replacement or a refund. How nice for them!
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