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Complaint Details
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Initial Complaint
06/07/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We have a 8ft Stewart Sign outdoor LED Sign I sent Contact requests for them to quote us on getting our sign upgraded with new Internals and new external and they will not respond
Business response
06/07/2023
***,
I found the ticket you entered and it appears you gave us an incorrect email address, which is why you have not yet received a response.
I've updated the ticket with your correct email and reached out to get more info.
Initial Complaint
03/28/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Dec 12,2022 we bought a send card for our sign that Stewart Signs technician told me and my pastor that our sign needed. We realized in a couple weeks the card was defective but the company said the card was ok even though when installed the signs screen was blank. It is so frustrating dealing with them. They said because of hurricane *** they were swamped and for us to bear with them.. So usually we would email them two or three times and it would be 2 or 3 weeks before they would answer us. A month ago we told them flat out wa **** a new card as it was under warranty. ************ said he would apply for a RMA for us.Again this took 2 weeks to receive it. I had waited 1 week and i started a new ticket and a girl told me they had sent me the shipping label but **** didnt request the part and guess what-were out of warranty! We need our card asap.Business response
03/28/2023
*****,
Apologies for the confusion on this. We are shipping a new card to you today, which should arrive at your location by the end of the week. This is at no charge to you.
Initial Complaint
02/08/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Our Church sign was purchased over 20 years ago with a lifetime warranty. I contacted Stewart Signs last year via phone and email requesting a replacement for our sign due to the fact the screws that hold down the ************ were worn out and the needed to be replaced. New screws and locks were sent but the sign has deteriorated so much the bottom of the sign where the screws go in were no repairable. I again contacted Stewart ************ in November and was told they were working on it and I had to send pictures. in the meantime, we had a wind storm here over the holidays and of course the sign was not attached to the post. I asked for a replacement of the ************ and was told it was an act of God and the cost would be $1400+ as shown in the document I've uploaded. I have also uploaded the pictures of the screws and locks that are useless and a picture showing they cannot be repaired. We just want the repairs and replacements done as stated in the lifetime guarantee.Business response
02/08/2023
Customer contacted us regarding the damage to their sign. The cause of the damage was reported by the customer to be from 'age and wind damage' (picture of communication attached).
We informed the customer that our warranty does not cover Acts of God, such as wind, lightning, flooding, etc. A quote for a replacement was sent so the customer can repair their sign.
Unfortunately this is not a warranty item as the cause of the damage is specifically not included as a part of our warranty.
Customer response
02/17/2023
Complaint: 19366995
I am rejecting this response because:A LIFE**** WARRANTY WAS GIVEN AT THE **** OF PURCHASE THIS SIGN WAS DAMAGED DUE TO FAILURE OF THE SCREWS AND S**** HOLES TO ATTACH THE SIGN.
REPLACEMENT NEEDS TO BE MADE
Sincerely,
First **************************************** *****************************************Business response
02/17/2023
As was mentioned previously, unfortunately the damage was caused by something that the warranty does not cover.
A quote has been sent over to you for purchase. There is unfortunately nothing more we can do to assist with this at this time.
Customer response
02/21/2023
Complaint: 19366995
I am rejecting this response because:
Sincerely,
First **************************************** *****************************************Initial Complaint
01/24/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We purchased a sign from Stewart in 2015 for approx. $15,000.00. Our sign is now non-operational and per their instructions on their website www.stewartsigns.com we emailed their tech support to generate a service ticket. That was done on Jan 5, and again on Jan 12. We also left a telephone message on January 19. It appears the operating components of the sign are proprietary to Stewart Sign and are not available for purchase from another vendor locally.Business response
02/06/2023
Greg,
Apologies for the delay in responding to your initial request, but I do see that you are now actively working with a technician at Stewart and are getting some assistance with your issue.
Jared will continue to assist you, and if you have any further issues working with us, please let him know to have me (Ryan) call you regarding this.
Customer response
02/07/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
Gregory C****Initial Complaint
10/31/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
My church is ******************** in ******* **. We bought a sign from Stewart signs and it is great. The controller burned up so we purchased another one and installed it. The sign came on and it works great but only with the preprogrammed welcome. The company said they would send me a link for the new software to program the sign from any device online. I never got that information. I have been calling support and sales for months with no response. I have filled out online tickets for assistance with no response. The resolution is simple. Just allow me to program the sign as it is supposed to be. We were sold something different than advertised and treated terribly by this company. ***********************Business response
11/14/2022
***********************,
I apologize for the delayed response in getting this information over to you. I do not see any inquiries in my ticket system requesting info on the new software, but also see that my technicians did not fully explain the next steps.
I've attached your welcome email that includes login instructions to this reply. More information about the new software can be found here: www.signcommand.com.
I'll be having one of my technicians reach out as well using our ticketing system in case there is any further follow up questions you have.
Customer response
11/17/2022
Complaint: 18336683
I am rejecting this response because: I appreciate the apology and the promise of a follow up call but the sign still doesn't work for us and it will not be resolved till I can program it.
Sincerely,
*************************Business response
11/29/2022
*****,
The information was sent over via email the other week, but I will attach it here as well:
*****,
Just following up to your BBB inquiry. Attached is your welcome email including login instructions, and you can find more information about the new platform, including tutorial videos and connection info, here: www.signcommand.com
Please let us know if you have any questions!Customer response
12/12/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
10/31/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
According to Stewart Signs' maintenance agreement (attached), all LED panels are warrantied for 5 years from the date of shipment. ALL of the current installed LED panels were shipped and installed on 02.JUN.2020 which would have their warranty period ending on 01.JUN.2025. True Life Church's panels are still under warranty per Stewart's maintenance agreement. Per your technician's confirmation (attached), ALL LED panels were replaced on 02.JUN.2020 which means they are ALL still under warranty. As three of Stewart's panels have failed again (attached) we require three replacement panels to resolve the issue.Business response
11/14/2022
****,
The warranty starts on the ship date of the sign (product), not the warranty replacement components. Your sign originally shipped on 2/24/2017, and your warranty expired 5 years later on 2/24/2022.
At this point, the sign is no longer under warranty, and unfortunately the replacement LED boards need to be purchased. In order to try to help mitigate some of that cost, we can meet you halfway (50% discount on those LED boards), but unfortunately we cannot provide them at no charge.
I will have a quote sent over via our ticketing system should you choose to purchase them.
Customer response
11/15/2022
Complaint: 18336280
I am rejecting this response because: I've worked in IT vendor management for 30+ years. If I purchase a chassis and one of the blades goes bad and I replace it, the warranty on that blade starts the day I purchased it - NOT from that date I purchased the chassis. I am not asking for warranty replacement on items that were shipped 5 years ago. I expect you to honour your agreement and provide warranty replacement on the components that were shipped 2 years ago. You and I both know that's how warranty coverages work in technology. You're not dealing with ignorant church staff that don't understand maintenance agreements - I do this for a living. Nowhere does this state it's only from original purchase - it states from date of shipment. I've proven the defective devices were shipped 02.JUN.2020. Again, you are in violation of your agreement and you and I both know it (even if you have no honour to admit it):"EBSCO Sign Group, LLC, dba Stewart Signs (the "Company") expressly warrants to the original purchaser ("You" or "Buyer" or "Owner" or "Customer") that, for a period of five (5) years from the date of shipment (the "Warranty Period")..."
Honour your agreement and quit trying to rip-off small churches.
Sincerely,
************Business response
11/17/2022
****,
The 'product' is the sign itself, and the components inside the sign (LED boards, power supplies, etc) make up that sign. Each component does not have a specific warranty that restarts after being replaced, as the warranty applies to the original product as a whole.
The warranty on the sign started from the ship date, and unfortunately is no longer under warranty. As mentioned, the best we can do for you at this point is to meet you halfway and provide a 50% discount ********** of warranty components.
Customer response
11/17/2022
Complaint: 18336280
I am rejecting this response because: You keep saying that, but that is NOT what YOUR agreement states. If you want it to be that update your document for future customers but quit trying to rip-off existing customers who expect you to live up to YOUR OWN agreement. You and I both know that's not how that works or currently reads - you can keep pushing that narrative but it is false and a lie and one I will continue to warn people against. Honour your agreement as written and I'll remove my complaint. Show integrity.
Sincerely,
************Initial Complaint
05/23/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
cannot get any support about PC Controller Upgrade Instructions. no response to phone calls, e-mails or other messages. does this company exist?Business response
06/15/2022
Business Response /* (1000, 11, 2022/06/13) */ Contact Name and Title: Ryan R.- Manager Contact Phone:******************* Contact Email: *******@stewartsigns.com Customer submitted original request on 5/19. Tech support unfortunately has been backed up recently, and a reply was sent on 5/27 to the customer. Customer replied on 5/28 stating that they were able to hire a local repair company (which is standard practice for customers who are unable to repair their own signs). The repair company was onsite 6/1 and were able to repair the sign. The customer stated that they may be circling back later on for a quote on an LED panel. Consumer Response /* (2000, 13, 2022/06/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) The Company only gives more phone numbers. I left phone message on Ryan R***** phone but never got a return call. I can only see what happens if future service is needed.
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Customer Complaints Summary
8 total complaints in the last 3 years.
1 complaints closed in the last 12 months.