ComplaintsforEcotech world
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Complaint Details
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Initial Complaint
11/15/2021
- Complaint Type:
- Product Issues
- Status:
- Unanswered
This issue has negatively affected my respiratory health. Please see the attached letter of complaint and its attachments.Initial Complaint
11/01/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased 2 rci cells for my ecoquest air purifier on August 20th of 2021. These rci cells are suppose to be good for at least a year. I have had them in my machines for only 2 months and the light is visibly lighter from both cells and both machines have gave me the user message replace rci cells. I reached out to company and there response was I have fake machines. I have been using the ecoquest machines for 10 plus years and I have never had a problem from other companies when purchasing rci cells.Business response
07/14/2022
Business Response /* (1000, 5, 2021/11/02) */ The nature of this complaint is severely misleading as it lacks essential information. **. ****** did in fact purchase and receive 2 RCI Cells from us, he contacted us October 1, 2021 with concerns of malfunction stating the units were indicating the cells already needed to be replaced. Our customer service representative explained to **. ****** that the average life span of our RCI Cells is 2 years and if his machines were burning through them in less than 2 months it could be a sign of a bigger problem. When asked, **. ****** explained he has 4 units, 2 units that are at minimum 10 years old and fully functional, and 2 units which he purchased approximately 1 year ago, which are the units experiencing problems with our RCI Cells. Customer service requested **, ****** check the back panel of said 2 machines to ensure our incredibly noticeable DBA Trademark *********** is visible, **. ****** ensured it was not present. Customer service representative thoroughly explained to **. ****** that all air purifiers manufactured and sold by our company have said trademark and that for the last 1-2 years we have been facing a major challenge with counterfeit units being sold online under the name EcoQuest. It was explained that these counterfeit units have a tendency to burn through and reject parts even if the parts are authentic. Because **. ****** was not found in our customer data base for the units and only the RCI Cells, customer service representative asked if he can review his records / past purchases via our website, his Amazon account, or his eBay account so we may help him identify who exactly he purchased the units from and find the best resolution. **. ****** refused to do so, he never provided an order number, any kind of proof of purchase, or simply the name of the online store he purchased from as requested and remained adamant that he was sure he purchased the units from us and the cells were the problem. It was explained that if the units are counterfeit continuing to replace the cells would lead to the same problem, however if we can simply verify the units are our authentic models we can take the necessary steps to replace the cells because although extremely rare it is not impossible to have a part that doesn't reach its intended life span, which our company would be happy to replace. **. ****** continued to refuse to provide any information and disconnected. We never received information as to where the units were purchased from, nor proof that the cells were not functioning via simple photo or video to our email or customer service line, nor would **. ****** return the cells for review. While we at EcoTechWorld stand by our products and customer satisfaction, when a customer refuses to provide basic information so we may ensure there is a problem and correct it in the fastest most effective way, our hands are tied. We are still more than willing to assist **. ****** if and when he is ready to comply however we will never refund or replace products simply based on word of mouth as we hope most people would understand businesses are also capable of being taken advantage of. A record of **. ******* phone call can be provided upon request.
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.