ComplaintsforNuwave Neon LLC

• Initial Complaint

  03/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My sister's sign started malfunctioning and I thought it was due to a burnt section of the wire. I snipped out the burnt section and reattached it but it did not fix the issue. I feel terrible for her, this was a lot of money to spend on a sign that only worked for one year. I would hate for her to be penalized on receiving a replacement because I tried a quick and easy fix that, if successful, would have meant not having to bother the company. They asserted that we altered a component that could have been easily replaced. This is not the case. I am the one who attempted the repair. The sign had stopped working to the point that it was barely a flicker. I examined the unit and found a burn mark on the inside of one of the power wires leading to the power converter. All I did was cut out the burn and reconnect the ends. This fix did not in any way alter the function of the unit, and it continued to operate in exactly the same manner that it did before I cut it out, that is, barely a flicker. This was by no means an extensive repair attempt, it was the simplest of attempts to avoid having to contact you and bother your company, if it would have worked that would have been the end of it. The part could not have simply "been replaced" either before or after my repair. I appreciate that they appreciate our effort in troubleshooting. Kindly consider that this minimal attempt at repair, if it were successful, would have mean that they would have never heard from us at all. That was our sole reason for trying a simple fix, to avoid having to go through this complicated repair/replacement process. In any event, to reiterate, my attempt to repair should have no bearing on whether or not they are willing to replace a faulty sign, as it is operating in the exact same manner it was before the repair.

  Business response

  03/04/2024

  Thank you for reaching out regarding the issues with your sister's sign. We appreciate your efforts to troubleshoot the problem, although we must inform you that any unauthorized repairs may void the warranty coverage on the product.
  
  Upon reviewing your message, it seems there was a misunderstanding. We acknowledge your attempt to rectify the issue by cutting out the burnt section of the wire and reattaching it. However, please be aware that any alterations made to the product, regardless of their perceived simplicity or minimal impact on functionality, can invalidate the warranty terms.
  
  Our warranty policy aims to ensure the safety and optimal performance of our products, and as such, we strongly advise against making any unauthorized repairs. In the event of a malfunction, we encourage customers to contact our support team promptly to facilitate appropriate troubleshooting and resolution procedures.
  
  We understand your concerns regarding the inconvenience of initiating a repair or replacement process. Still, it is crucial to adhere to the prescribed procedures outlined in our warranty policy to ensure the best possible outcome for all parties involved.

  Furthermore, our warranty policy is designed with our customers' safety in mind. Unauthorized repairs, no matter how well-intentioned, can inadvertently compromise the structural integrity or electrical safety of the product. By adhering to our established procedures, we can ensure that any necessary repairs or replacements are conducted with the utmost care and expertise, minimizing the risk of further damage or potential hazards. We value the safety and satisfaction of our customers above all else, and we appreciate your cooperation in adhering to these guidelines.

  Thank you for your understanding and cooperation.

  Customer response

  03/06/2024

  
  Complaint: ********
  
  I am rejecting this response because: While I understand your policy here, it still does not explain why you are refusing to replace the defective unit. It also does not explain why for weeks now my email messages have been completely ignored. I understand that you do not want to exchange a unit because it will hit your bottom line, however it does not speak well to your customer service ethos that you are using a warranty policy to still not want to make things right. I am willing to meet halfway and pay for a replacement if you can offer me a heavily discounted price, due to the fact that my repair was not something you wanted me to do, even though, as I said in the past, my repair did not affect the operation of the unit in ANY way, as it is still misfunctioning in the same way t was before the repair.
  
  Sincerely,
  
  ******* *******

  Business response

  03/07/2024

  We are standing firm on our position based on the fact that we have never had a defective unit, and now your sisters is an exception after you made illegitimate alterations to the sign. For reference, if you try to DIY fix any product (notably includes Apple and any vehicle) and make a faulty repair you will void your warranty. This is not unique to Nuwave Neon by any means. I will add that this does feel like low-level extortion and that you should accept responsibility for your own actions rather than leave poor reviews on all of our social media with a company that you are not even a customer of. That being said, I would like this to go away so we can offer you 40% off as a take it or leave it offer.

  Customer response

  03/11/2024

  
  Complaint: ********
  
  I am rejecting this response because there is no information given as to how to receive the 40 percent off settlement. Once the company sends the information and I am able to place the order, I will update the resolution to accepted. 
  
  Sincerely,
  
  ******* *******

  Business response

  03/25/2024

  We apologize for any confusion caused. We appreciate your patience and understanding.
  
  To avail the 40 percent discount settlement, please use the discount code "****" during the checkout process. This code is valid for 30 days from today's date. You can apply this code on our website or provide it to our customer service representative if you are placing your order over the phone.
  
  Should you encounter any difficulties or have any further questions, please don't hesitate to reach out to us. We're here to assist you every step of the way.
  
  Thank you for your cooperation, and we look forward to resolving this matter to your satisfaction.

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