Customer didn't tell full story!!!
Customer purchased a residential mist fan from our company. The customer was told that this product was not designed or priced for heavy duty usage. The customer cost for this product was 700.00 normal heavy duty mist fans cost in excess over 2000.00 dollars. Also this product needed to be assembled.
Several day after the purchase the customer could not figure how to assemble and operate the product. Normally if the customer require assembly we charge 100.00.in this case we did not. We went over all the operation procedure with the client and especial not to let the pump run without water. We emphasized again that this systems misting expectations are that of a residential application (meaning occasional use of 2 -3 hours.
We did not hear back from the client for about 3 months he called and said that the fan was leaking. Again instead of having him call the manufacturer which was responsible for the warranty we went back over to the customer without charge to investigate.
The fan indeed had a small leak, we opened up the motor and found extreme fatique indicating that it had been run dry. We explained that this was not a warranty problem but we would replace the part at cost. The client became upset with us and demanded a new fan.
We explained that the manufacture who held the warranty would not replace the fan based on not following the operational procedures. The customer was not satisfied with our solution of replacing at cost the pump.
This customer became irate and kept on calling us and the manufacturer for his mony back. Yes he did call over fifty time, in many cases 10 time a day during all hours.
Airflow Outdoor Cooling is concerned about our reputation we have been in business for over 8 years and have done many high-profile mist cooling systems in many of South Florida premiere outdoor venues. After talking to the manufacturer there response was to only credit us for the fan and we out of our own monies refunded the 700.00. Our aggreement with the customer was to return the fan when he got his money. Still have not seen the fan and will not return our calls... interesting!!!
As in most cases when a customer goes to the length to write a extremely negative statement over 700.00 and can offer no real evidence of our willingness to solve this mater and the fact that he even stated that we resolved this matter by giving him his money back and not returning our equipment should show that our company is credible and stand behind our products.
Let's be real if during our 8 year existence with over several hundred clients we have only one non-substantiate claim we must be doing something right
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