ComplaintsforCigar Oasis /Lamsia Corp.

• Initial Complaint

  09/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had purchased a cigar humidor humidifier with lifetime subscription. They ended the program and had me purchase three new units at $200.00 a piece and said they would give me a three year subscription with that. I agreed to this as I had no other option. One of the units went bad under warranty and they sent a replacement out. I wasn't able to set up the new unit for a few months because I had to have surgery when I tore by bicept from my elbow and was not able to lift anything with either arm.When i finally got to the point I was able to set the replacement unit up, I followed the directions that were given to me. When I plugged the unit in the fan didn't power on even though the rep from the company said it should. As i was following the directions from the company rep, the unit shut down and powered back up doing this repeatedly. Finally the rep said I didn't follow the direction and caused this myself. Telling me every unit is tested before leaving the factory, which i highly doubt. He said the power unit is probably bad causing the unit to go bad but the power supply unit was in use working perfectly on another unit.All I want is a unit that works. I paid for a unit that worked and had lifetime subscription which they reneged on causing me to purchase new units and a new subscription for three years which they charged me for again at the beginning of year two.

  Business response

  09/13/2022

  The customer is looking for a replacement item.  We already sent him a replacement item in early May and were awaiting a return of the faulty unit for testing.  Our customer service staff has had numerous emails and phone calls to assist the customer.  This is a highly technical device and it is important to follow the steps as laid out in the instructions given.  If the steps arent done properly, the unit may run into problems with the software. 

  
  As far as a lifetime subscription for the older wi-fi unit,there is definitely a miscommunication.  The Wi-Fi App was included with the purchase and no subscription was necessary.  Over time the app and technology for the Wi-Fi became obsolete and could no longer be supported.  In lieu of this fact we gave a significant discount to the customer and 5 years of the new Wi-Fi App subscription since he had the older technology.  The cost for a 5 year subscription is similar to the price of the original Wi-Fi unit that the customer had. 

  
  After 4 months the customer is now trying out the replacement unit and stating that it doesnt work.  Because of the issue the customer had, we tested the replacement unit before it left our office so as to avoid any issues.  We always work to resolve issues with our customers, and it is surprising that customer reached out to you.   After the making the complaint to the BBB, the customer sent back both units.  We will now have no problem testing and sending a replacement unit to the customer now that we have received the ones that he had.  

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