Complaintsfor5GStore.com

• Initial Complaint

  05/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This store was approached by my boat broker who bought several items from my boat based on my request (Total of $2428.30). The broker sold me the boat with the equipment that was specified by me. The equipment was bought by the broker's business (Southpaw Yachts).The store policy is apparently to provide service (prime care was purchased) only to the business that bought the item. Needless to say, I own the boat, and all of the equipment that was installed by my broker is new and fully paid by me. Yet the store refuses to provide the service to this equipment and asserting they will speak with the broker only. Regardless of the above, the broker established the initial communication, a ticket was issued and now this store techs claim that the manufacturer is responsible on issuing an RMA and troubleshooting the product. ("The troubleshooting & support of this router will need to be handled by Pepwave support team moving forward by responding to Pepwave support team on this ticket. Your Pepwave hardware issue has been escalated and Pepwave team will help with resolving this issue or approving an RMA if the hardware is found defective. ") The product is new, it was installed in January of this year and still under the warranty. Unlike the quote by the tech the manufacturer does not provide any support, no troubleshooting was done, the problem exists as is since it was first reported (now it is 10 days with no service) and the store refuses to communicate with me further.It is important to note that I am referring to wifi service that is very much needed by my business. The store the product was bought from is an authorized dealer and they are shaking their hands off. The money was paid to them and claiming the have no leverage over the manufacturer is unacceptable. There is significant damage cause to my business due to the ack of service, a significant time was already spent into this problem and so far no solution, no replacement, no repair and no service.

  Business response

  05/24/2022

  I have worked with **** directly on the issues as this appears to be due to a miscommunication in a unique situation that would normally have no involvement by 5Gstore as this is a warranty issue that is to be handled directly with the manufacturer.

  We discussed that because of the uniqueness to this case - this caused for things to become confusing for all parties involved but this has since been sorted out.

  5Gstore sold the unit to the end user's reseller - in a case like this, for client confidentiality to avoid the end user from no longer working with the reseller and buying directly from us - we work with the customer who placed and paid for the order - that being **** at Southpaw **************** In addition to this - we work to try to resolve the problem with the customer but in the event support is needed beyond what we can supply(RMA approval or additional support) - then that is when this is handled directly between Peplink and the customer we sold the device too.

  From time to time - exceptions need to be made to keep things easy on all parties as the end goal is to resolve the issue at hand whenever possible, in a timely manner. Peplink has been very responsive in this matter and made exceptions in this case as well to make sure things keep moving forward.

  The customer has been made aware of where things stand as of today, and that if we need to step in to help Peplink work with the customer during the additional troubleshooting, we will be happy to do so since it has not been determined if the issue is hardware related, but sounds like it could be more so an issue on the carrier side of things.

  If there are any questions on this - please contact me directly at ******************** to further discuss this matter that is not between 5Gstore and the end user, but really the end user and Peplink.

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