ComplaintsforPulsed Power Technologies, LLC

• Initial Complaint

  05/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased $40K system + $18K accessories. Not only system failed but damaged 80% of accessories, system and accessories need repair. Company knows quality/counterfeit part issues that cause this problem on a system that is to "last the life time of the provider" Company has had items over 1 year; I'm paying loan monthly on items and don't have items to earn money. Repeated emails and calls and they still refuse to repair items. I'm seeking repair and return of the system and affected accessories. Multiple emails and calls have not progressed to upper management or *****************, founder.

  Business response

  06/07/2023

  ****************:
  Thank you for reaching out and bringing this matter to our attention.  We are sorry for any inconvenience or frustration you have experienced about the system you purchased in October 2019.  In response to your initial case reported to our company on March 24, 2022, we cooperated with you in investigating this matter and in offering a potential resolution to address your concerns.  As we explained, the two year warranty period for your purchase expired on October 17, 2021, approximately five months prior to your initial case report.  Upon inspection of the equipment at issue, we explained the issues brought to our attention were the result of normal wear and tear.  We explained our company policy does not provide for any refund or replacement (or no-cost repair) in this situation.  Our company has built a good reputation based on service and dedication to our customers.  As a matter of good faith, the company previously offered to make a limited exception by proposing the following in an effort to resolve your situation: (1) the company proposed to cover your full shipping costs (inbound/outbound) for the equipment you sent to the company for inspection, (2) the company proposed to reduce the current repair bill by 50%, and (3) the company proposed to waive the assessment fee for the remaining accessories that *** need repairs.  Unfortunately, you rejected our offer despite the equipment being out of warranty with normal wear and tear.  As a further show of good faith and attempt to rebuild our relationship, the company has revised its prior offer as follows: (1) the company proposes to cover your full shipping costs for the equipment you sent to the company for inspection, (2) the company proposes to cover 100% of the current repair bill as well as any repair costs for the remaining accessories that have not yet been assessed in the event they need repairs, and (3) the company proposes to waive the assessment fee for the remaining accessories that *** need repairs.  We thank you for your business and invite you to consider accepting our revised offer as a resolution of this matter.  Please contact us to confirm if you accept this offer or have further questions by using the contact information below:
  *******************
  Director of Customer Support Services
  *********************************
  **********
  ************* SE
  ************, ******* 30121
  *****************
  (Attached please find a copy of the written warranty that accompanied your purchase.)

  Customer response

  06/08/2023

   
  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,
  
  *************************

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