ComplaintsforDK2

• Initial Complaint

  24/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a DK2 chipper shredder from **** ***** and it was delivered 11/24/2021. I put it together according to instructions and added oil and gas. The motor never ever started. I called DK2 a number of times the first month and Every month or two after that, and if I actually got hold of a person, they always said a technician would call back but they never did. I tried to take it back to **** ***** after the first couple of weeks, but they said they couldn’t take it since I’d already put oil and gas in it. I tried to get DK2 to tell me how to return it, but they never called me with instructions. I still would like to get another of the same item if it works. Otherwise, I’d like a refund.

  Business response

  25/11/2022

  Good day,

  I'm sorry to hear about the issues and experience the customer has gone through.

  To explain DK2's side.  Typically, our customer **** ***** can inform our customer service if there is an issue like this.  It appears this did not take place.

  I see our call center took calls from the customer and forwarded the summary of the conversation.  I am unable to track our outgoing calls to see if they were followed up.

  I do have 2 emails that were submitted on our website from the customer.  They were answered by 2 different customer service agents.  The answer in March had many troubles shoots and a direction to ****** *******.

  Our products have a limited parts warranty, and the engine is under a separate entity's warranty, in this case ****** *******.  The customer did not respond.

  The second email from the customer that was submitted on our website was answered with apologies and direction to our warranty form *****************************.  There is no warranty form submitted by the customer.

  I propose that the parts needed for the customer are sent out under warranty, extend the warranty period, and additional material compensation - more parts, bike rack, cargo carrier.   I'll have a CSR trouble shoot the customer's machine when I have response.  Our CSR's main line of communication is email.  I'll argue that the customer never read any of the emails that were sent.

  I await your reply

  Justin S. - ************@********.com

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