ComplaintsforVivo Technology, Inc.

• Initial Complaint

  04/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was really excited about this product when I first bought it. The L shaped base is the reason I purchased it as I wanted a standing desk and this was the biggest one. After assembling the desk and moving it up and down once I did some cable management and set up my monitors. The second time I moved the height I was greeted with e10 and e60 error codes that would not let me move the desk at all and it was stuck in a standing position. I contacted customer support and went through 40 minutes of "fixes" to be told that the power supply was at fault and they would send me another one. The day after customer service reached out to me and said they reviewed my case and that they determined that the support fix that they thought would work, would not and I would need to open up all of the legs (this requited a complete disassemble of the desk) to push all of the electrical pins in the leg motors together. After opening up each leg I found that there was absolutely nothing wrong with the leg motors based on the instructions and guide they sent me. I then waited for the parts from the original fix they sent me and the desk managed to go all the way down into a sitting position (the lowest to the ground position) before again displaying the same error messages as before and again not moving up or down. I am currently stuck with a desk that is way to low for me, while now awaiting new legs from the company because they wouldn't give me a refund without me packaging and boxing up the entire product and sending it back to them. all of the desk parts weight close to or over 100 pounds. I want my money back, and am being held hostage with a non working desk for over a month.

  Business response

  04/06/2022

  Good Morning,

  We have been in continual communication with the customer after purchase of *********** on March 8, 2022 for $549.99.  Customer contacted our support team on March 14, 2022 via phone support, and after troubleshooting the concern, a replacement control unit and motor extension cables was sent to remedy the situation. After further review, a replacement leg was also offered via email on March 15, 2022 along with support to correct the wiring in the leg. Customer contacted our team via phone support on April 5, 2022 requesting a refund.  Customer support representative advised a full refund could be issued after the return of the desk and VIVO would provide a pre-paid shipping label.  Customer communicated they did not want to pack and ship the desk back, and agreed to try the motorized leg replacement.  Motorized leg replacement is currently in transit to the customer. 

  Company is more than willling to provide a full refund if the customer wishes to return the desk.  If the customer wishes to try the motorized leg replacement and it corrects the issue, company is willing to provide a discount for the inconvenience. 

  Kind regards, 

   

   

*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. ↩