• Report: #845162

Complaint Review: Lifesmart Products

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  • Submitted: Mon, February 27, 2012
  • Updated: Wed, August 01, 2012

  • Reported By: Carrie — Olathe Kansas USA
Lifesmart Products
Plano, Texas United States of America

Lifesmart Products SNSAM (972) 769-7253 ext 101 Lifesmart NOT respond to e-mails; fireplace not working properly, under warranty only couple months old! Plano, Texas

*Author of original report: Jessicka; Above and Beyond

*Author of original report: Working with Jessika

*UPDATE Employee: Customer Issue Resolved

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Purchased the Lifesmart Fireplace Heater Nov 17, 2011 from ABC Vacuum, aka Clear Air Shopping.  In January I noticed the unit would NOT turn on / off as it should and the cord would be extremely 'hot' after unit had ran awhile.

Initially I did receive responses from Customer Service, however as I kept pushing the issue to have the unit repaired or replaced, I now do NOT get any responses.  I have placed complaints with the BBB and the FTC.

I did learn that SNSAM Lifesmart Products is NOT a member of the BBB!


This report was posted on Ripoff Report on 02/27/2012 05:38 AM and is a permanent record located here: http://www.ripoffreport.com/r/Lifesmart-Products/Plano-Texas-75026-0758/Lifesmart-Products-SNSAM-972-769-7253-ext-101-Lifesmart-NOT-respond-to-e-mails-fireplac-845162. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
2Author 1Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

Jessicka; Above and Beyond

AUTHOR: Carrie - (USA)

I do want to add the heater has not been returned (per agreement with Jessicka) until I receive the replacement.  I no longer have a box and will be using the box that comes with the agreement.  Jessicka had also told me she had planned on shipping a replacement fireplace vs the part to repair as a result of the neglect of the technical department.

Also wanted to add, I did receive the beautiful heater from Jessicka after having told her it was NOT necessary to send as I was not after anything other than the repair OR replacement of my faulty fireplace.  Jessicka had told me I could give it away if I chose, but she was shipping the heater.

Thank You Jessicka for going above and beyond!

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#2 Author of original report

Working with Jessika

AUTHOR: Carrie - (USA)

I must apologize to Lifesmart for not doing an update on RipOff Report, was waiting for the actual exchange of fireplaces as I have been working with Jessika on resolving this issue.  YES, Jessika has been great, and I have no complaints with her.

Tech support before Jessika was horrific, would not respond and I will NOT change that part of the report.  I did not have a message from anyone other than Jessika several months ago and I trust her to keep her word.

No complaints with Jessika.

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#3 UPDATE Employee

Customer Issue Resolved

AUTHOR: Support - (United States of America)

On 01/19 this customer emailed into our department with an issue regarding her fireplace. On 01/24, our CSR responded to her via email with a suggestion (along with a picture to aid the customer further) to help resolve customer's issue. On 01/24 the customer replied, saying that she was having the issue still. Our CSR responded to that email on 01/26 asking for further information to enable us to assist the customer. Customer replied on 02/04 stating her cord was hot- no other information, as requested by our rep, was included. On 02/07 our CSR replied to that email explaining the warm cord is normal, etc. Customer never responded via email again. Customer called our tollfree number on 02/20 and left a msg with our answering service. She was upset, claiming she had sent pictures, etc, to us via email and never received a response from us-ever. These pictures were never received and email correspondence had occured between us and the customer. On 02/20, at 10:57 AM, a senior tech returned customers phone call and left a voice message with our hours of operation, toll free #, etc. Customer did not return that call. On 02/28 the supervisor from tech support called the customer and provided customer with a direct line and extention and expressed great concern and willingness to work with customer. Customer did call the supervisor back that very day. Customer was asked what she wanted- she said she wanted a new fireplace. We did not have any at the time, however; customer was sent a beautiful, top of the line heater and promised a new fireplace exactly like the one she originally purchased, when they come into stock. Customer agreed to the heater and to a new fireplace being sent to her when it became available. Supervisor also told her- if she did not like the heater, for whatever reason, we would gladly pay for it to be shipped back to us. Heater has not been returned to us. Customer will receive a new fireplace when we get some in either late August or early September. Customer was left a voice mail, on June 12th at 2:12 PM, advising of the estimated time frame for new fireplace.  She was left a direct number, with extention, to call should she have any additional questions. Customer did not call back. Customer appears to be fully satisifed and has received excellent customer service from SNSAM. Source Network Sales and Marketing (SNSAM), parent company of LifeSmart Products, is a registered member of the BBB with an A- rating.
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