ComplaintsforEaton

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/15/24, I received a power surge at my residence that caused damage to my tv. My tv will not power on, do anything. No matter how long it has been left unplugged, hold the power button or anything. This tv was plugged into a Tripp Lite TLP825 surge protector that seems just fine after turning it off and back on.

  Customer response

  03/18/2024

  Receipt of surge protector

  

  Business response

  04/02/2024

  The customers' report of damage was received with Eaton Technical Support on case number ******. A technician emailed the customer to capture additional information to investigate the claim but have received no response from customer to date. We will reach out again within the next 24 hours to the customer via the email address supplied when the ticket was created (**************************). 

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On December 26, 2021 I ordered a Tripp-Lite *** backup - I use several of their devices, and am generally pleased with their performance and their advertised warranty.We had an issue with the above mentioned product in early January 2024, which one day went out and refused to power back up. I had filed a claim through their site (#******** Inquiry [ ref:!00D5006cPU.!500Hs022TFiT:ref ]), and received a response fairly quickly. The gentleman who responded to the me, ************, had me run a few tests, which I did. I even tried replacing the batteries myself with new ones, but ************ or any other representative has failed to respond to my requests as to what the next steps are for processing my warranty claim.

  

  Business response

  03/08/2024

  We are very sorry that your case got delayed. Unfortunately,our employee, needed to be out of office. We are happy that you have now been able to work with one of our other associates and the problem has been resolved. Thank you for your patience!
  Regards,

  *********

  Customer response

  03/15/2024

   
  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

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Tripp Lite surge protector because it included a lifetime warranty for products that were damaged due to a power surge. My tv was damaged for that reason. I filed a complaint with this company, Claim #CL-016658. I was emailed forms to complete and mail to them, and informed that I should also sent them my surge protector. I then read their **************************** Policy" that provides the lifetime warranty. It states "Reimbursement dollar limits will be equal to that of the Tripp Lite power protector." (Uploaded). I sent several messages to them asking if this is the maximum amount I would be reimbursed if the claim is approved. but have not received any reply. So I am requesting your assistance to get an answer to this because if the answer is yes, it's not worth going through the claim procedures, especially if I have to return the surge protector to them.

  

  Business response

  01/17/2024

  See Attachment

• Initial Complaint

  07/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently had a lightning strike destroy my outside ** unit. The strike surged inside the house and through an Eaton Tripp Lite surge protector, under their lifetime insurance, and destroyed my personal computer. I immediately filed an insurance claim, CL-******. I followed instructions, sent my damaged surge protector to Eaton, and waited for my claim to be processed. I was informed that my surge protector did not show signs of a surge and that my claim would be closed out. I spoke to a supervisor ***************************, who told me that this was a case of transient grounding and that my house being struck by lightning did not mean a surge went through my PC. I feel mislead since the insurance coverage states, "Eaton warrants, for the lifetime of the product, at Eaton's option, to repair or replace, on a pro rata basis, directly connected equipment that is damaged due to power transients while properly connected to Eaton products offering the *********************************** ***** transients include spikes and surges on the ** power, data or telephone lines that the Eaton products have been designed to protect against, as recognized by industry standards. The following paragraphs are conditions that must be complied with before the warranty becomes valid. Failure to comply with these requirements will void the warranty." I believe this to be a clear case of a power transient, of any nature, that led to destroyed property but Eaton seems to be able to pick and chose the paid claims.

  

  Business response

  08/16/2023

  We have examined the surge protector in question and it is undamaged, operating normally, with internal components intact.   Due to the findings, the claim for damaged connected devices was denied. 
  
  Regarding the **************************** the surge products are examined because there are several ways electronics can be damaged, but this policy only covers one.  Surge protectors serve a very specific purpose and do not have the functionality to protect against every threat to sensitive electronics, correct every utility anomaly, or combat every aspect of lightning.  It is often disappointing to customers to receive a claim denial, but the insurance has terms to be met, conditions, and exclusions. 
  
  A claim approval is contingent on a failure of the surge protector to stop a surge or spike from continuing on to connected devices (which is evidenced by physical damage to the surge related components within).  As was pointed out, power transients are defined in the *************************** as spikes and surges on the ** power line;however, there is no internal surge damage suggesting this was the cause of loss. 
  
  The *************************** also reads Eaton reserves the right to determine whether the damage to the connected equipment is due to malfunction of the Eaton product by requesting the equipment in question be sent to Eaton for examination for occasions when connected device damage(s) should be verified, or for those customers wanting to appeal.  Appeals, optional for the customer, involve examination of the damaged devices to verify the point of failure, if visible/measurable,to confirm if consistent with an ** surge leading to either reconsideration of the claim or maintaining the denial.  
  
  Either an appeal was not brought up over the phone when the denial was relayed to the customer, or it was referenced and the customer declined more information.  In the event it was the former, a formal denial letter with appeal options will be emailed to the customer. 
  
  

• Initial Complaint

  03/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Tripp Lite **************************** ****** model SU1500XL on December 30, 2022. It failed on February 25, 2023. It has a 2-year warranty. It would go into "overload alarm" with no load connected. I called Tripp Lite tech support on February 27, 2023 and spoke to ***. After troubleshooting over the phone I was told Tripp Lite would replace the unit. I have called several time to check on the status and keep getting told "it will ship soon" or "it will ship the next day". The lack of this *** is preventing me from safely using my computer.

  

  Business response

  03/10/2023

  Hi *****, we are very sorry for this inconvenience, we have reviewed the order and it appears the *** for the replacement product (SU1500CXL) is now out of production. Although there appears to be inventory available, the product status prevents orders for this item from automatically shipping. It is our understanding that you have been in contact with Tech Support early yesterday and were informed of status then offered an alternate product (SU1500XLCD) which is currently readily available. We reached out again by phone this morning to pursue the alternate product for immediate shipment.

  Customer response

  03/15/2023

   
  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.
  

  The fan in the I received has a slight whine to it.  I assume if this get louder, it would be covered under warranty.

   

  I appreciate the tech support and the offer to replace the unit.

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

• Initial Complaint

  11/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a battery backup *** system (Smart1500LCD) with a 3 year warranty. The unit failed within the warranty period, and after troubleshooting with the techs it was determined the battery was bad. They scheduled a replacement to be sent saying they had sufficient stock. This was in June 22. Over the proceeding months, on at least 6 attempts I have contacted them to honor the warranty and send the replacements. Each time they have said they have stock and are not sure why the order was not processed. They need to provide a new unit, or batteries for the exiting unit, or a full refund.

  

  Business response

  01/24/2023

  Hi *******, we are very sorry you were having issues with your Smart1500LCD and that a replacement was not able to be sent right away. We were going through a major ordering system changes which resulted in shipping delays. Once again we are very sorry for your troubles. It is my understanding that you are being set up with a new *** model.

   

  Thank you,

  Tripp Lite Customer Service

   

   

  Best,

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

   

  Digital Marketing Specialist

  Customer response

  01/24/2023

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

• Initial Complaint

  11/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a ************************** ***** manufactured by this company along with an extended battery. First *** shipped to me was damaged during shipment or while being packaged at the factory. Second one had to be returned because the cooling fan was not working/installed and the unit powered off after 20 minutes of casual use. a third unit was sent out. Unit has worked while making irregular noises. recently the unit randomly powered off. RMA for a fourth unit was initiated. Upon arrival the unit was found to have been damaged during packaging and is unsafe for use.Notified Tripp Lite who assured me that a fifth unit would be shipped out. after hearing no contact from the vendor for nearly a week, several e-mail were sent. none were answered. demanded a refund from manufacture if they were unable to or unwilling to fulfill warranty on product. Manufacture now states that the replacement has already been shipped and delivered. Tracing info refers to the unit that was most recently shipped damaged and unsafe for use.Will attach PDFs of all e-mail conversations. I will also be notifying the company that a formal complaint has been filed with the BBB.

  

  Business response

  12/07/2021

  Tripp Lite received notice from customer after purchasing on Amazon and a second order had been received damaged. We arranged a replacement and return authorization then invited customer to contact ********************** if there were any issues with factory issued replacement. About a week after our replacement shipped, the customer contacted ********************** to advise product was received damaged. We recognize how the customer has been inconvenienced and also very frustrated with the overall purchase experience and regret she has found need to file a claim. We make it a priority to engage customers directly and promptly and have seen some delays in our response time due to staffing levels during pandemic. We have apologized and have made sincere efforts to resolve.

  A final replacement was shipped to the customer on 11/24 and shows to have been delivered on 11/27. As of this morning, we sent 2 prepaid return labels to the customer to ensure problematic units can be returned for evaluation. As Manager of the *************************** I would like to extend my sincerest apologies to *********************. We are committed to providing world class support and will use this experience as one in which we can learn from. I will be reaching out to ***** ******** personally today to touch bases and to make sure all issues have been resolved.
  

  Customer response

  12/13/2021

   
  Complaint: 16177008
  
  I am rejecting this response because:

   

  While I have been able to test the "battery Test" function of the ************************** ***** and found that it is operating as it should, I have not yet tested the device while running a substantial workload on it.

   

  I have shipped the both the original unit and the fist defective replacement unit out. I plan on running the product through a rigorous test this weekend. If it operates as it should, then I will close out this claim.
  

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

  

  Business response

  01/17/2022

  Tripp Lite would like to follow up with ***** ******** to identify if there are any concerns with the last *** shipped in an effort to address and resolve product concerns outlined in this claim. A last replacement was delivered on 11/27/21 and prepaid return labels sent to customer for the return of 2 prior units. In our last communication with ***** ********, he indicated that he would be testing the newly received *** at full load to advise if there are any outstanding concerns.

  We will continue monitoring this claim for the most up to date feedback from customer and will be available to engage promptly to address any possible concerns identified with the new ***.

   

  Thank you!

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

  Product Support Manager

   

  Customer response

  01/19/2022

   
  Better Business Bureau:

  I have been testing the 5th replacement unit. So far I have not had any problems similar or different than what I've been experiencing in the past.

  
  
  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

  11/18/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a bluetooth adapter from Tripp Lite that requires the use of a licensed software, but does not in any way indicate that this is the case in any of the product listings. The software that is provided on the disc with the adapter specifically says when launched that it might be counterfeited software.I reached out to Tripp Lite to get a working driver, but only the same licensed software was provided. I asked multiple times for a product key to be provided, but they refuse to provide one. Looking at the reviews and product revision history, this product used to work until revision 2, which is when they began requiring the use of licensed software. Since the product number and name were not changed, only the revision was changed this is a clear case of bait and switch.In addition to the product bait and switch, they also purposely delayed responding to my support attempts until after the seller return period had passed, so I am no longer able to return the product.I believe the company should be forced to change their product descriptions to clearly state that licensed software is required to use this product. Currently this is not mentioned anywhere, which is misleading and deceitful.I have provided a link to the product and the various reviews of customers who have had the same issue below:https://www.amazon.com/product-reviews/B01GQ1VGEK/ref=acr_dp_hist_1?ie=UTF8&filterByStar=one_star&reviewerType=all_reviews#reviews-filter-bar

  

  Business response

  12/01/2021

  My name is *************************** and I am the Manager of Product Support at ***** Tripp Lite. I would like to personally apologize for the delay in response to the report with the BBB and to the dissatisfied customer. As soon as we became aware of this unhappy customer, we made contact with him and have had several communications since to address his concerns. See below for a brief summary of our actions:

   

  One of our Subject Matter Experts contacted ********************* directly and was able to get him up and running. The desktop computer he was using did not have native BlueTooth functionality and there were no conflicting third-party BlueTooth applications. We had him uninstall the application, remove any applicable folders/directories and remove any applicable registry entries.After a restart, we then had him install from the CD and restart the computer.He was able to discover his device and connect to it. Our SME believes the issue was either a corrupt initial installation or he had utilized an update from the BlueSoleil site and this initiated the prompts to activate the software. As a follow-up today, he did indicate some additional issues with launching the application which resulted in our determination that we needed to prepare and publish FAQ's for other customers who might encounter the same. As an accommodation, We will be sending him the latest release of this product once it becomes available.

   

  Please feel free to contact me with any questions or additional information needed regarding this request. Thank you!
  ***************************

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

  Customer response

  12/09/2021

   
  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,
  
  *********************

*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. ↩