Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had repeated problems with the solar modules failing to connect to the regulator. Typically I return the module(s) and a short time later they are returned having been reset. In August I noticed my system was having the problem again. So I returned several modules that failed to connect. I also returned the regulator so they could check to see if the issue was there. After not hearing anything for a month my email was responded to saying they had a supplier problem and I could expect my equipment back in "winter". I have not received any complete diagnosis of the problem only vague statements that parts will need to be replaced. Since the equipment is under warranty it should have been repaired or replaced in a timely manner. 6 months does not seem to honor the warranty. I also note that at the time I returned the modules I was given no indication what there would be a significant delay.

  Business Response

  Date: 12/05/2024

  The customer is within his warranty timeframe and has coverage on his items he sent in for repair (***). Components and inventory are needed in order to complete the customers ***. This has been shared with the customer on his ticket #*****. Once we receive our shipment of components and inventory the customers *** can be completed. Our team will get his *** complete as soon as possible. A message will be sent to him once the *** is complete with full details. 

  Customer Answer

  Date: 12/06/2024

   
  Complaint: 22638908
  
  I am rejecting this response because: 

  A warranty is meaningless if the company can just claim that they will eventually fix the problem.  I need a timely resolution.  My system has been down for 6 months.  I have received no details on what is wrong with the equipment or why they are unable to satisfy their responsibilities under the warranty.
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 12/11/2024

  The customers ***, as a courtesy, is being escalated in effort to get repaired and completed within the next couple of weeks. An email will be sent to the customer when the *** is complete. 
  
  
  

  Customer Answer

  Date: 12/12/2024

   
  Complaint: 22638908
  
  I will accept this response once they let me know the work has been done.  Given that they have been saying for months that they can not do the repairs, I am skeptical that they will do them now.
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:10/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have returned faulty electronic devices such as solar regulator and micro inverter and about 7 months ago, now they tell me its not ready before end of winter 2025!!!!!!

  Business Response

  Date: 10/09/2024

  The customer's items are still within the 5-year warranty coverage period from when he purchased and received his items. 

  For the items the customer sent in for warranty repair, the items were deemed defective and needs to be replaced. We currently have no inventory for the items that needs replacement.

  New inventory is estimated to be available after the Winter 2024.

  As an alternative solution we have a slightly different version of the hardware in stock. This is a an upgraded version of the hardware that will function with same with additional features.

  New, replacement units will be sent to him shortly, tracking to be provided on support ticket #49108.

  Any questions customer should communicate directly with us via the online support ticket system #49108. 

• Initial Complaint

  Date:08/07/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I funded a project on Indiegogo, to purchase a xfoil from PLX Devices Inc. They had a date of delivery approx 6 months later. The xfoil cost approx $6000, plus $700 shipping and tax. PLX devices Inc didn't deliver the product until approx 2.5 half years later, making them 2 years late on delivery. When I finally received the xfoil, piece by piece many months at a time, it was finally complete around April 2024. After a month passes by and assembles the xfoil, come May I was finally able to deploy it into fresh water. Well the xfoil left me stranded in the middle of nowhere in the water, which I had to swim back to home base. The xfoil leaked water into compartments it isn't supposed to all total 4x I got to use the xfoil. Customer support advised to send video of the board making air bubble, thus proving the board leaks. I put the board in my pool, and within 5 minutes the xfoil has completely filled up the battery and electrical compartment with water. At this time I noticed, the inside of the xfoil has been breaking and falling apart. The inside plastic lip seal has broken apart along with the carbon fiber lining is completely unglued and fallen off, which is causing even more a rapid leak that before. **************** advice me to repair the board with super glue and their tutorial. A glue that is not even rated for water, which's proves pure incompetence of this company. I also advised them numerous times, that super glue will not work, because the board was leaking before the insides started to fall apart. I advised them I want a new board sent to me. They refused stating I am responsible for $350.79 for PLX devices to ship me empty boxes. Then I am also responsible to pay for my own shipping to PLX devices, which will cost me at least a total of $1100, so they can make the repairs. I didn't pay for a refurbished xfoil. They broke their warranty by giving me a defective product. FYI their warranty guarantees a defect free product.

  Business Response

  Date: 08/08/2024

  1) He didnt make a purchase he made a donation on a crowd funding platform to bring a new idea to life. The contributor made a contractually binding agreement when making a pledge. Please see the attached screen shot that shows when making a contribution on indiegogo.  
  
  2) Self remedy procedures have been sent to the contributor. The contirbutor did not give any response back for over 2 weeks on if he did the procedure and the results. Ticket #*****
  
  3) If self remedy can not be performed by contributor, he can send it back for repairs. The *** has already been set up for him, he needs to send it in. Freight is the responsibility of the user.

  **********************************************

  4) Once we receive the board back we will inspect, verify and warrant service the product as necessary. 

  Customer Answer

  Date: 08/08/2024

  Complaint: 22109038
  
  Once again this company response is a joke: This is the exact response I was anticipating from this scam business. Just like all of the other responses from other complaints, this business responds too. PLX devices and xfoil, doesn't take responsibility of their own s**** up, shipping out a defective products to their backers and not owning it.  This is why, this company should be avoided by all cost. You advise me to repair a watercraft board that is falling apart with super glue, which isn't rated for water!! ********. Once again, you shipped me a defected product, but want to write it off on bbb as my fault I didn't super glue the xfoil back together.  Your Joking right?  That's right, I didn't touch the board in 2 weeks and won't touch the xfoil at all, because your company is deceptive.  Once I modify or attempt any repairs on this board, your lack or professionals will say it was my fault in the repair job and void the warranty.  Let me show everyone PLX warranty.  PLX devices inc. warranty says all products will be defect free.  Warranty Disclaimer
  PLX Devices Inc.  WARRANTS TO BE FREE FROM DEFECTS   Legion Solar Inverters for five (5) years,PhotoVoltaic Panels for ten (10) years and all other PLX Devices Inc.product(s) for one (1) year from the date of purchase.     
  Do you understand what free from defects means?  That means I shouldn't have to do one repair on this xfoil.  Thank you for admitting, that you sent me a defected product to fix.  ************ views on this is sky rocketing, and they will continue until you do the right thing.  A law suit is in the works as well. I would advise you to do the right thing, and give me what I paid for, which is a defective free xfoil, as stated in PLX devices warranty. This doesn't include a defective xfoil, that I have to pay over $1100 to ship to you,to be repaired with "super glue" hahahaha, and in the end I end up with a refurbished product.  Once again!!! not what I paid for. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/12/2024

  A refund can not be honored because the customer has received their reward and has used it. The merchandise is not in new and resell-able condition. We suggest the customer return the merchandise under warranty. We will inspect and warranty any manufacturers defect as necessary. Customer is responsible for return freight. Terms are fully disclosed and publicly available on our website prior to the purchase of our merchandise. 

  **********************************************

   

   

   

  Customer Answer

  Date: 08/19/2024

   
  Complaint: 22109038
  
  
  This is my final response, because this company is wasting my time, just like it wasted every other persons time who has filed a complaint with bbb.  PLX devices inc/xfoil earns a bbb grade of F. Legal will take it from here. I am rejecting this response because this business refuses to take responsibility for providing defective products, which goes against their warranty. The PLX devices inc. aka xfoil, publicly admitted on better business bureau they sent me a defective product that needs repair.  PLX devices inc. expects me to pay over $1100 in shipping fees to return a defective product they sent me for repair.  Not only is this unethical, but this shows bad business practices. .  Most decent ran companies cover all the cost, if they sent their customer a defective product.  Maybe I can't afford over $1100 at this time to ship it back, so I guess I'm out of luck huh..... From here on out, PLX devices inc and xfoil, will be referred to as PLX.
  Let me make this easy for everyone to read, and sum up my final response.
  1) I give PLX,  aka xfoil, approx $7000 on indiegogo to help fund an idea.  PLX  basically gives me the middle finger by saying that I never "purchased" a xfoil, and that I was only a contributor to an idea, as outlined on indiegogo website on checkout. What a way to treat your funders!
  2) PLX sends me a defective product that leaks water into the battery and electrical compartment the first time it touches water.  I have blown fuses on the charging device,and a malfunctioning  xfoil in the water,leaving me stranded far away from base launch.
  3) Xfoil customer service "specialist" advised me to fix the water craft, with a non waterproof, non water resistant glue, called super glue. After asking this specialist many times, I am confused as to why you are advising me to use a non-watering adhesive, the specialist refused to answer numerous times. Stating "Our response is our answer. IN ADDITION, the area being repaired is NOT an outer area of the board that sits in the water. It's an inner area of the board that is not sitting water".  Well well well.... I guess the specialist can't comprehend the numerous times I advised him that the xfoil leaked water into that area, before the insides started to fall apart.  This is the reason why it would be smarter to repair the insides with a water proof "resin or plastic weld" and not glue.
  4) I asked the specialist I wanted to speak to his superior or someone else above him in charge 2 or three times. I also wanted their contact information.   He refused my request every time, stating I can just tell him, and he will escalate it up. This is what you call great customer service! Right.......  No accountability at this business.
  5) PLX sends me a defective product against their warranty,and expects me to pay over $1100 in shipping to return the defective product for warranty repair.  Even if they repair the xfoil, I will now own a refurbished product. I funded a defective free product as stated in their warranty, not a refurbished product.
  6) My brother is having problems with his xfoil going into limp mode all the time, leaving him stranded in the water as well.  His problems are different from mine, so there are many flaws with this product,not just mine.
  7) ************ posts and videos continue to ramp up, and PLX has officially lost numerous xfoil sales, costing PLX far more than they could have taken care of one of their own, "the backers".  I have also found electronic hydrofoils on aliexpress where consumers can purchase a very similar product for much less. I will be promoting on social media to help steer people away from overpriced, poor craftsmanship, extremely poor customer service / repair techs,and subpar business practices called XFOIL by PLX devices inc.
  
  
  Hats off to you xfoil and I hope my complaint has helped other consumers out in a positive way,
  
  *********************

  Business Response

  Date: 08/19/2024

  A refund can not be honored because the customer has received their reward and has used it. The merchandise is not in new and resell-able condition. We suggest the customer return the merchandise under warranty. We will inspect and warranty any manufacturers defect as necessary. Customer is responsible for return freight. Terms are fully disclosed and publicly available on our website prior to the purchase of our merchandise. 

  **********************************************

  Our team will be happy to service the merchandise and to bring it into full operation once we receive the items back. Without the items returned we are unable to verify the validity of the claims, inspect and perform any necessary repairs. 

• Initial Complaint

  Date:07/06/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In September 2021 I funded this business to develop and build solar panels. A year passed and they did not appear close to completing this order so I asked for a refund. They refused a refund but switched to one of their other products, the electric surfboard, asking for additional money to do so. It is now almost three years later and still I have received nothing from this company. Earlier this year they emailed me stating that my product was ready. When I contacted them they said it would be an additional $700 shipping. I sent them the shipping charges weeks ago but to this day I have received nothing but a battery. This company is only interested in taking my money without delivering any product. I have tried contacting customer support. They are not available by phone. I have contacted them via email, and their customer response is feckless and deceptive. Enclosed is a screenshot of the email I received in April, stating that "Your XFoil is Ready!". It is now July 6th and I still have received nothing but a battery from this company. That's $7000 cash I gave them almost three years ago without a product in hand.

  Business Response

  Date: 07/08/2024

  The individual participated in a crowd funding campaign. In the screen shot the individual provided was only a snippet of the conversation that took place on that support ticket #*****. Attached is the full correspondence from that ticket thread. 
  
  The individual originally selected to pick up in person the items he contributed towards. As shown on the communication attached, we contacted him on April 25th that his items were ready and for him to schedule a pick up date. He did NOT respond back. 
  
  On may 16th,  3 weeks later, we followed up with the individual to arrange a pick up time and date with him. However, during that 3-week period some of the items became unavailable as they were allocated to other contributors who were responsive and paid for shipping. 
  
  The individual did respond back later on the 16th of May but with questions about package sizes and possibly arranging to ship instead of pick up in person. 
  
  Over the next 2 weeks back and forth communication took place of him asking more questions and us providing him with more information and details he was requesting. 
  
  He decided he wants his items shipped instead of picking up in person. 
  
  He made his payment to cover shipping costs. 
  During the month and a half period of time from when his items were ready to when he finalized and paid for shipping, only the battery and charger were still available. So those items shipped to him.  
  On 6/4/24  1xStd.Battery w/600wCharger shipped, tracking: 746810658955 
  
  His remaining 2 packages owed to him are estimated to be ready soon. When they are ready, tracking will be emailed to him. 
  
  Updates on the manufacturing and fulfillment process have been regularly posted publicly for him to view. 
  ***********************************************************************************************;
  
  Additionally, when a contributor makes their contribution towards a crowd funding campaign on indiegogo, the site shows that crowd funding is not shopping but is supporting the project. The individual agreed to the terms when making his contribution. Attached is an example of the message that does show before finalizing a contribution made on indiegogo.  
  
  

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 21950254
  
  I am rejecting this response because: despite the vendor's response, the facts remain the same: it has been three years, and despite sending them money to cover production AND shipping, I have yet to receive a product. They did NOT alert me before they took my $700 shipping charge that it would take nine weeks or more to ship. That email continued to have the headline "Your X **** is Ready". Naturally, I was under the assuption that after waiting three years and sending $700 to ship the item that it would come promptly. Only later after I pressed them did they say that it would be up to nine weeks. That is deceptive. Furthermore, their regular 'updates' amount to nothing but excuses why they are late producing the product. I have been receiving these 'updates' for three years.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 07/15/2024

  Our position remains unchanged
  
  At the time of contacting the customer that his items were ready, he had selected for local pick up. From that time to when he confirmed his changes for fulfillment and paid for shipping, his items were allocated for other customers who were ready to receive their items and already paid for shipping.
  
  When his items are ready to ship, he will be notified via email with tracking information. His items are scheduled to be fulfilled during Q3 of this year.  
  
  Our updates we post publicly goes "above standard" practices for crowd funding campaign by providing transparent information on the status of development, manufacturing, assembly, quality control, and logistics.   

• Initial Complaint

  Date:02/08/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a purchase from them. It took over six months for them to fill that order...frequently pushing back the expected delivery date. I finally took delivery about a week ago and discovered that their gauge was not compatible with where I wanted to mount it. I questioned them about this and they were very unconcerned about my issue. I then indicated that I would be returning the device for a refund. They have taken delivery of my return as of Monday, February 5th, and have still not issued a refund, and when questioned about this they said it may take up to four weeks to process a refund. They seem to be very uninterested in taking care of their customers.

  Business Response

  Date: 02/09/2024

  The customer purchased a product from our website. The product page clearly lists what is included with the product. The customer has made complaints about something he made assumptions on. 

  
  The customer was issued an RMA in order to return the product he purchased. 
  

  The item has been received and will go through inspection by a technician before a refund is issued. We informed the customer the refund can take 1 to 4 weeks to process. Which is the time frame that it could take due other products from customers our technicians service. 

  As a courtesy, we are going to operate outside of our policy by handling this customers RMA ahead of other customers who are technically in front of him in the queue. His RMA will complete and refund issued within 2 to 5 business days. 

  Customer Answer

  Date: 02/10/2024

   
  Complaint: 21267119
  
  I am rejecting this response because:
  They are charging me a $42.00 "restocking fee" which is well above their specified 15%.  I had to wait for about 7 months only to find out that their gauge cannot be mounted in a dash panel.  There was no indication on their website that the gauge can only be mounted in a "gauge pod".  As I am building a custom dash panel, I have no desire to have a gauge mounted in a gauge pod.  They had no solution for me other than to say that I could get a gauge pod to put it in.  I feel like they are taking advantage of me in my situation and are now also punishing me for contacting the BBB by charging me an inflated restocking fee.  This is what I would consider very poor business practices.

  
  Sincerely,
  
  *********************

  Business Response

  Date: 02/14/2024

  Our terms and conditions are listed on our site publicly and disclosed prior to purchase where it gives restocking fee details. Here are the links: 

  **********************************************

  *****************************************************;

  "All users of this site agree that access to and use of this site are subject to the following terms and conditions and other applicable law. If you do not agree to these terms and conditions, please do not use this site."

  "A 15% restocking fee will apply to applicable PLX Devices Inc. products returned for refund. Products returned for refund must be in new and original condition. Shipping charges are non-refundable once performed."

  The amount deducted from his refund is the restocking fee + the shipping costs we paid for shipping his order. Since the order was returned for refund, the shipping costs we paid is deducted from the refunded amount along with the restocking fee. 

  Customer Answer

  Date: 02/14/2024

   
  Complaint: 21267119
  
  I am rejecting this response because:

  So there is no consideration for the fact that you promised delivery in 8-10 weeks but it took 7 months...and promised several times during that time that it would ship within two weeks.

  And once again, THERE IS NO MENTION ON YOU WEBSITE THAT YOUR GAUGE CANNOT BE MOUNTED IN A DASH PANEL.

  I made a purchase in good faith and you failed to deliver in a timely manner AND, when finally delivered, it is a product that I CANNOT USE.

  It is a reasonable expectation that an automotive gauge is capable of being mounted in a dash panel and yours is not, and you make no mention of that fact on your website.

  Had I known any of the above information, I WOULD HAVE NEVER MADE THIS PURCHASE TO BEGIN WITH.

  This issue is entirely your fault but you are taking money out of my pocket to cover your mistakes.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 02/16/2024

  The gauge dimensions are fully disclosed on the website ******************************************************************************** tap on technical specifications. We did not claim that the gauge fits into any specific mount (except for our gauge holder ******************************************************************************************************). The gauge fits into standard 52mm 2 1/16" gauge mounts however it is the customers responsibility to ensure the fitment into their specific application based on all the photos, and disclosed technical information prior to customer's purchase. It is not our responsibility nor is it reasonable to assume that we are to list all the incompatible situations that any customer may encounter since this gauge is used for non standard aftermarket installation into their vehicle. 

  Our terms and conditions are listed on our site publicly and disclosed prior to purchase where it gives restocking fee details. Here are the links: 
  

  **********************************************
  

  *****************************************************;
  

  "All users of this site agree that access to and use of this site are subject to the following terms and conditions and other applicable law. If you do not agree to these terms and conditions, please do not use this site."
  

  "A 15% restocking fee will apply to applicable PLX Devices Inc. products returned for refund. Products returned for refund must be in new and original condition. Shipping charges are non-refundable once performed."
  

  The amount deducted from his refund is the restocking fee + the shipping costs we paid for shipping his order. Since the order was returned for refund, the shipping costs we paid is deducted from the refunded amount along with the restocking fee. 

  A refund has already been processed to the customer in accordance to the above terms that are publicly posted. Additional refund that the customer is requesting is unfortunately not possible. Thank you. 

  Customer Answer

  Date: 02/24/2024

   
  Complaint: 21267119
  
  I am rejecting this response because:

  ONCE AGAIN, it is a reasonable expectation that an automotive gauge will have a means of being mounted within a dash panel. Yours does not.  Your website doesn't say ANYTHING about the fact that it can ONLY be mounted in a "gauge pod" or other stand-alone gauge mount.  This is in contrast to industry standards.

  I made a purchase in GOOD FAITH.  Waited a VERY LONG time, only to find out that your gauge is the ONLY gauge known to man that has no provision for being mounted in a dash panel.  

  THE VERY LEAST that a company like yours in a situation like this should do is...for starters...apologize for the VERY LONG wait, and any misunderstanding caused by the incomplete and misleading information on your website...and then...issue a FULL REFUND to the customer...not take advantage of your customer and STEAL money from them...just because you can.

  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/20/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order last January 2023 for a starter solar PLX kit. It cost $650 +. I have been expecting it to arrive since April 2023. I travel much of the time some Im not home often. I forget about the purchase when I am home. I am very busy and getting older too. Well last week I received the solar panels by themselves. The remainder of the kit did not arrive yet. Phone calls to the company are not successful and I am experiencing difficulties communicating via email. I just want the remainder of the order. If that is not possible I would like a refund. ************************************, ** **********

  Business Response

  Date: 12/31/2023

  ************************* remaining items will be shipped on or before Dec 31, **** as indicated in our public announcements where ************** made his contribution (donation). A refund is not possible because the funds have already been allocated for the purchase of raw materials to fulfill his reward (not purchase). ************** is bounded by the Indiegogo terms and conditions that he agreed to when making his contribution (donation).

  Our customer service department is fully operational and we do not show any down time. We can be reached by phone, email, online support ticket or scheduled call back. We recommend that ************** work with our customer service department and communicate clearly if he would like to opt in for ************ 6 or 7 components. We will be happy to accommodate any hardware items that he is still waiting on. 

• Initial Complaint

  Date:09/27/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a SM-AFR from PLX devices in January 2023, I didn't install it until ****** ** didn't work out of the box, I went back and forth with the "tech" he was convinced it was ****** sensor, he wouldn't cover it, so I bought another sensor, he gave me free shipping and 10% off. that took another 10 days. I finally sent it in for warranty, shipping was at my expense. it arrived in ********** may 18th 2023, it's now Sep 27 2023 and I still have not received it back. the "tech" says they are busy and are having supply issues even though I see they have some for sale. I asked speak with his manager and he told me he was the manager. I asked for a refund, he said it was past 90 days even though it was bad in the box. 4 months for warranty repair?

  Business Response

  Date: 09/28/2023

  We have received the complaint from ****************** 

  The customer did send in his product for warranty diagnostics and repair. Our products come with a 1 year limited warranty coverage and a 30 day return for refund policy. See the links below for reference of all the information being disclosed publicly on our site: 
  ***************************************************;
  ***********************************************************;
  eceive the customer's item that he sent in for repair (RMA). He is covered under the warranty for the diagnostics inspection and repair services on the product.

  Currently, we do not have inventory of the product or parts for repair and replacement. Were estimating to have these back in stock within the next couple of months. Once they come in we can complete his RMA and ship back to him. 

  Customer Answer

  Date: 10/01/2023

   
  Complaint: 20663880
  
  I am rejecting this response because:

  I guess I have no option but to wait, This is the worst customer relations experience I've ever had PLX has no idea of how to treat a customer, I have done nothing wrong, 5 months and still going, for a warranty repair, really?
  
  Sincerely,
  
  *****************

  Business Response

  Date: 10/02/2023

  This is not a customer service related matter, its a supply chain matter. Some items unique to the production have been out of stock for years due to manufacturing shortages from post COVID business operations. This is out of our direct control. Once we receive the items we will ship your the replacement RMA asap.