ComplaintsforDemco
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Complaint Details
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Initial Complaint
04/26/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased a Demco Stay In Play Duo crake system. This system almost immediately snapped the cable being faulty. Upon contacting Demco the rep asked me if the line was cut cleanly stating that it may have bent and broke due to a clearance issue. This was obviously a leading question to relieve them of liability within the warranty. When I stated that it in fact is fraid and not a clean cut, he still used the same excuse for failure and offered only to sell me a part. With a 5 year warranty you would think the would offer resolution for something that happens within a year. I'd like either a replacement part or a refund. I've purchase 3 of these systems. All were installed the same by the same installer. Only this one had this issue.Business response
05/11/2022
Cody,
Im sorry to hear that this customer has reached out to the ******************** for this situation. The customer did call in to our inside sales department and did not like the response from our representative. He actually hung up on him.
The cable he is referring to has a tensile strength of 480 lbs. The air cylinder can only pull 85 lbs. The cable is over engineered for this application. There are two reasons why the cable breaks, first and most common the air cylinder is installed with less than 3 -4 of space between the cylinder and the anchor point the cable is anchored at. The second is if the cable does not within a 1 variance of a straight line of the anchor. This is part of the instruction manual and actually we send out another instruction sheet in the bag the air cylinder comes in. We also have a QR code in the section of the manual that explains how to install the cylinder that will lead you to a video explaining proper installation.
All that being said, our instruction manual explains our warranty policy. A broken cable in this situation would be considered an install error. Our warranty clearly states that we cover manufacture defects and not install errors.
Also the warranty on this product is 3 years and the customer will receive an extra 2 year warranty if the system is registered with is in the first 30 days of purchase. The customer did not register this product.
I will attach a manual for this system so you can look it over. The air cylinder instruction is on both page 2 and 11.
The warranty information is on page 22.
Thank you for your time on this situation.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.