ComplaintsforSW-MOTECH USA, LP

• Initial Complaint

  05/01/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I ordered a luggage rack for a **** VFR800 on 4/17/23, after installing I noticed the rails of the rack sit higher than the passenger seat, which makes it very uncomfortable for my passenger. Because I needed this rack to mount a top box for 2 up touring, its useless for this purpose. SW-Motech will not accept my return due to the item being installed, however, there was no way for me to notice the clearance issue until after installation.Their response to my situation was to offer me a discount to their store. They still wont accept my return and just want me to spend more money on their products. My ideal resolution is a refund. I pay return shipping:

  Business response

  05/04/2023

  Hi ****! We are sorry to hear you are not pleased with your luggage rack. Thanks for calling ** back, we are happy to work with you on a solution.

  Hi ****, we are sorry to learn you are not pleased with the solution we discussed, and have escalated your case to ******* as you requested. Our English-speaking colleague will reach out to you next week when he is back in the office.

  Customer response

  05/09/2023

   
  Complaint: 20002028
  
  I received his email and his offer for a full refund and replied telling him that solution works for me. I havent heard back since but as soon as we can work that out Ill be happy to cancel my complaint. 
  

  Business response

  05/11/2023

  This is the agreement that was reached with the customer. The refund was processed the same day and should already be in his account:

  From: *********************** <*************************************>
  Sent: Monday, May 8, 2023 11:12 AM
  To: ************************* <>
  Subject: Re: [INFO-**]  SW-MOTECH Links

  That will work out for me, thank you. 

  
  On Mon, May 8, 2023 at 1:06 PM ************************* wrote:

  Dear ****
  This has been brought to my attention.
  I am sorry to hear that you are not completely satisfied with your purchase of one of our products.
  The decision by our ** customer service team to decline your return was correct and in accordance with our policy. However, as a gesture of good faith, I would like to offer you a full refund of your purchase. This is to clear up any misunderstanding.
  Please be aware that this is a goodwill gesture towards your satisfaction and is not part of our policy.
  
  Let me know if this will work out for you, so we could start that process for you.
  
  Thank you.
  
  *** freundlichen Gren / Best regards
  ***************************
  Senior Key-Account Manager
  Phone: *************************

  Customer response

  05/15/2023

   
  Better Business Bureau:
  
  I have received the refund. Thank you for working with me. 
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

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