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  • Report: #880121

Complaint Review: Snsam Lifesmart Products

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  • Submitted: Wed, May 09, 2012
  • Updated: Mon, October 29, 2012

  • Reported By: Curtis — Rosharon Texas United States of America
Snsam Lifesmart Products
Internet United States of America

Snsam Lifesmart Products Lifesmart Ignore phone calls, refuse to replace or repair, liars, deceptive Internet, Internet

*Consumer Comment: Wrong Number

*UPDATE Employee: Contact Info for LifeSmart

*Consumer Comment: Customer Service???

*UPDATE Employee: In conclusion

*Author of original report: Thanks for continually proving my point SNSAM

*UPDATE Employee: In closing....

*Author of original report: Beware of the Consumer that Keeps Records SNSAM

*UPDATE Employee: Employee Response

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I bought this product in early January and it arrived in a defective state. I have been attempting to have the unit repaired or replaced since then. It is now May, and I have finally received a response asking me to repair the unit myself if they send me the part.

The unit is the Lifesmart Stealth Heater 6. You speak to someone in India when you call to complain, and then they have a 48 hour call back period. If they call, they don't provide you a way to contact technical support directly, you simply have to call them again in India and receive another 48 hour call back period.

I would NOT recommend this company ever to anyone that enjoys receiving good customer service and dealing with companies that stand behind their product! Unbelievable that they want ME to fix the defective product they sent me instead of replacing the unit!

Please do NOT buy their products. They deserve to fail and be replaced by a legitimate business, not this crapshoot they call a company now.

You've been warned.

This report was posted on Ripoff Report on 05/09/2012 08:54 AM and is a permanent record located here: http://www.ripoffreport.com/r/Snsam-Lifesmart-Products/internet/Snsam-Lifesmart-Products-Lifesmart-Ignore-phone-calls-refuse-to-replace-or-repair-liars-880121. 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 6Consumer 0Employee/Owner
Updates & Rebuttals

#1 Consumer Comment

Wrong Number

AUTHOR: Tali - (United States of America)

The U.S. 866.. phone number does not work. You should check into that. Thanks.
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#2 UPDATE Employee

Contact Info for LifeSmart

AUTHOR: Support - (United States of America)

Hello, there are various ways to reach our Technical Support.

USA Customers can reach us via our website, www.lifesmartproducts.com or by calling either 1-866-484-2066 or 469-209-1011.

Canadian Customers can reach us via our website, www.lifesmartproducts.com or by calling 1-214-614-2509.

We hope this helps and we look forward to assisting  you with your heater needs.


Techsuppport I LifeSmart Products
1-866-484-2066 I Mon Fri 8:30 -5 pm CST
www.lifesmartproducts.com
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#3 Consumer Comment

Customer Service???

AUTHOR: Tali - (United States of America)

I have read this complaint and have a similar issue. We have a Life Smart heater that isn't working properly. I cannot, for the life of me, find a working customer service number. The phone number on the back of the unit is "out of order," and I can't find information online anywhere. How can I reach customer service to either have our heater fixed or replaced? Thank you.
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#4 UPDATE Employee

In conclusion

AUTHOR: Support - (United States of America)

We, at LifeSmart Products, do value our customers.  It was never, ever the intent of LifeSmart to make you think, or feel, differently. If we have given you the impression that we do not value you, your calls or your satisfaction- for that we apologize. 

LifeSmart wants every customer experience to be pleasant, timely and satisfactory. We are technical support but of course that foundation is customer service based and it was never the intent to downplay the importance of customer satisfaction.
 
LifeSmart recognizes that it is a growing company. Growing pains are to be expected and we are learning from them. We have learned through this process with you and are striving to improve our policies and procedures to ensure this situation never happens again.  For example,  LifeSmart is making changes to improve the hold time when trying to reach a technician during peak hours.
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#5 Author of original report

Thanks for continually proving my point SNSAM

AUTHOR: Curtis - (United States of America)

Regardless of the receipt or the retailers return policy, a manufacturer that TRULY stands behind their product will not ask the consumer, who receives a DEFECTIVE product, to return it at his own expense, or repair it themselves.  Your policy proves the statement I made previously, that if you were forced to accept and pay for the return of all the defective products that leave your factory, you would go bankrupt, and everyone here can read this and know it.  Instead of helping your case, you hurt it by responding with such arrogance, and then to make it worse, your lies. 

You don't have a customer service department, because you devalue those who purchase your products, and leave it to the consumer to repair YOUR defective products. What kind of warranty is that?? Is it industry leading, or even industry standard? 

I document calls, as disclosed in my previous response, and I posted those calls for the readers review.  Instead of admitting that you have the most horrid customer service, and despicable product on the market, you instead come here and attempt to avert the negative feedback that I, along with NUMEROUS (please Google, they have been sued multiple times too) customers leave to warn others away from your company.  I will NEVER buy anything that has SNSAM, LifeSmart, or anything that this company touches in any way.  I will continue to warn others, because like me, most just bought into the product without researching the consumer reviews first...I'd have never bought it had I been responsible in that area. 

Oh, and thanks for again proving that your company and its employees have no integrity.  In your initial response to my report, you stated that you sent numerous unanswered emails to me, and I countered with the last email being sent on June 22.  You just proved that I spoke the truth, and that you FINALLY followed up with me after 3 months the day after I submitted my reply. 

Anyone who reads this, please do NOT buy from this company. There are companies with REAL warranties that truly stand behind their products such as iHeater and Dr. Heater...BOTH of whom have warranties that have 30 day satisfaction guarantee along with the fact that if a product arrives defective, it is IMMEDIATELY replaced no questions asked. They also have 3 year warranties on parts, in which THEY cover repairs and shipping costs when a non-working heater needs to be returned to them.

LifeSmart, you should take a lesson from the two companies mentioned above if you ever want to stay in business...as I said, word of mouth can be a business builder or destroyer, and from the looks of it on the internet, you had better make some drastic changes, because your reputation is EXACTLY as I mentioned it above from the majority of those who have purchased your products.
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#6 UPDATE Employee

In closing....

AUTHOR: Support - (United States of America)

Customer's receipt from his retailer clearly states "no return's allowed". Typically, if a new product has an issue or  it is not to the customer's satisfaction-  the item is returned to the retailer they purchased it from. The manufacturer, LifeSmart, does not deal with retailer returns. Nor does LifeSmart have control over retailer return policy and procedure.
 
When this situation arises, LifeSmart will refer customer's to their manuals so the customer knows exactly what to expect.
 
http://www.lifesmartproducts.com/uploads/LS-STEALTH_6FP.pdf

Cut and paste from this particular customers manual, page ten (10) of the LS- Stealth 6-FP clearly defines the options available to customer in his situation:
 
The manufacturer's sole obligation under this warranty shall be limited to furnishing the original purchaser replacement parts for units deemed repairable by the LIFESMART warranty department. The purchaser may also opt to ship the product to LIFESMART to have it repaired. The purchaser will be responsible to prepay any shipping charges (both ways), export taxes, custom duties and taxes, or any other charges associated with the transportation of the unit. In addition, the purchaser is responsible for insuring any parts shipped or returned, if desired. For products the warranty department deems un-repairable, or discontinued, LIFESMART reserves the right to issue a refurbished product, or product similar in size and functionality as a replacement for the defective unit, if available. All exchanged parts and products replaced under this warranty will become the property of LIFESMART. LIFESMART reserves the right to change manufacturers of replacement parts or products for use, in order to cover any existing warranty. Any parts determined defective may asked to be returned to LIFESMART or its representatives to validate a claim.
 
LifeSmart cannot be responsible for those who do not read their manuals and then expect LifeSmart to act in the capacity of a retailer. Especially when it is clearly defined in their manual.  LifeSmart is the Manufacturer of the product- not the Retailer.
 
LifeSmart does stand by the statement of going above and beyond for this particular Customer. Customer reached LifeSmart Technical Support- not LifeSmart Customer Service. All customer's technical needs were met above and beyond reasonable expectation.  We document all calls and records show Customer's calls/concerns were responded to in a very timely fashion. This information has been submitted to, and reviewed, by the BBB and the BBB agreed with LifeSmart's statement of going above and beyond and doing everything possible for the Customer and withdrew his complaint.
 
Again, the only reason the Customer has not received his refund check is because he did not sign, and return, the refund letter which has been emailed to him (06/22/2012 and 09/21/2012). Once the signed, dated letter is returned LifeSmart will gladly send the check.
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#7 Author of original report

Beware of the Consumer that Keeps Records SNSAM

AUTHOR: Curtis - (United States of America)

LifeSmart strives to provide outstanding technical support to all our customers. If all technicians are on the phone, an answering service (not located in India) will answer the excess calls to prevent people from waiting on a hold for an extended period of time. The answering service takes the customer's message with the promise of a return phone call from a technician within 24-72 hours.

Negative.  If your company had a reputation for striving to satisfy customers complaints, there would not be NUMEROUS places on the internet to find the many others that are completely dissatisfied with your product AND service.  Let us not pretend that I am the only one.  Your answering service has also forced me to remain on hold in excess of 20 minutes, as outlined in my BBB complaint that I lodged against your company.  Each and EVERY time that I spoke to someone, their ability to speak, and their ability to understand the English language was very poor.  Aside from the fact that I quote from your rep, "We have attempted to communicate with you four times. We'd like to get your issue with your heater resolved." that proves that after MY 22 calls to you, only FOUR were returned.  Thanks for proving my point. 

Customer's phone call was indeed returned within that time frame. LifeSmart was finally able to connect with customer via email on 05/08/2012 after not getting a response to the voicemails left on customer's  phone.

I called SNSAM regarding their product on the following dates:
1/19 11:12 AM         7 Min     Peak - SNSAM Spoke to my girlfriend 
1/19         1:37 PM          12 Min   Peak -  I called them and submitted a report (No call back)
2/10         4:44 PM          18 Min   Peak -  On hold, never spoke to anyone
2/10         5:46 PM            7 Min   Peak -   On hold, no answer
2/20         2:08 PM          13 Min   Peak -  Complaint taken 
2/22       10:54 AM            1 Min   Peak - Call back from SNSAM
2/22       11:01 AM          27 Min   Peak - I returned their call, only to be placed on hold for 16 minutes, and then start the process all over with waiting for a call back between 24-72 hours AGAIN.
2/27        2:09 PM           8 Min     Peak - Called SNSAM back, notified that they never returned my call, and submitted ANOTHER report. 
3/12        2:49 PM          11 Min    Peak - Called SNSAM back, notified that they never returned my call, and submitted ANOTHER report. 
3/13        3:37 PM            1 Min     Peak - SNSAM returned call and left VM.
3/13        3:42 PM            9 Min     Peak - I returned their call, only to start the process all over with waiting for a call back between 24-72 hours AGAIN.

I would list the other 13 calls, but I think the readers get the picture from the trend above. 

LifeSmart is surprised to read the comment about the "repair it yourself". Customer readily agreed to doing the repair when asked. And it was a very simple repair. Customer neglects to mention page 12 in his owners manual that clearly states repair options. Customer repair is quite common as it is at no charge to the customer; LifeSmart provides the repair part(s) and the instructions. Plus, it is industry standard to send out repair parts directly to the customer.

I don't understand how "LifeSmart" is surprised by my comment regarding repairing it myself.  NO other company I have ever done business with, regardless of the simplicity in the repair, has EVER even had the audacity to ask ME to repair THEIR DEFECTIVE PRODUCT MYSELF!! I imagine the commonality between myself and those that also opted for repairing it themselves has to do with the horrid customer service, frustration with your process and the need for a working product.  

I did not readily agree, and to imply that term as if I was in ANY way happy about this situation shows a lack of integrity on your part.  My sheer and obvious frustration is spelled out in my emails with the rep from your company.  Therefore, my agreement to fix the unit myself was borne out of pure disgust for the 5 month wait and a desire to immediately remedy the problem. 

Are you seriously going to insinuate that customers repairing YOUR defective product is industry standard, let alone the fact that there is "no charge" for this service?  I gather from that statement that your company would prefer the consumer shoulder the expense of labor, time and effort than for your company to honor their warranty and stand behind their product.  

In essence, your company has continuously manufactured a sub-par product, and to pay for the return shipping of all those defective products, along with the man hours LifeSmart would have to invest in to continuously repair your defective products, would bankrupt LifeSmart, therefore you make self repair an option...on an electrical device.  A risk that NO other company would be willing to take considering the propensity for law suits due to injuries, electrical fires, etc...

LifeSmart sent another heater and approved a partial refund. While the heater was received by the customer- the check has not. LifeSmart has tried to contact customer numerous times to confirm an address so that a check can be sent, but customer has moved. LifeSmart no longer has a good phone number, physical address for customer and customer does not reply to emails sent by LifeSmart. 

Don't forget to mention that you do not carry new units, only refurbished ones.  I bought a new unit, and received a refurbished one in its place...I do not believe that is typical of any company that stands behind its product. 

In my email dated May 21, 2012 sent at 12:00 PM, I informed you of my shipping address in Rosharon where my family resides. 

On May 23, 2012 at 8:54 AM, I received confirmation that the heater should be delivered later that day.  Due to the inability to obtain a signature, other arrangements were made to get the heater. 

In my email response to your rep on May 23, 2012 at 7:07 PM, it reads "I'm 700 miles away, that's my home address in Houston where my family is. They work, therefore FedEx would have to deliver on Saturday or after 4pm."

On June 22 at 3:21 PM, my wife forwarded me confirmation that she had faxed over the documents to receive my check.  The LAST email ever sent to me was on June 22, 2012 at 2:28 PM.  Since that date, I have NEVER received an email from you and my phone number has changed, however, that doesn't excuse away the fact that you have a current address as quoted above or that you have my current email address.  

If you are going to respond, in the least, respond with the truth, not a bunch of lies aimed at making me seem like the bad guy here.  Your company fails at customer service and manufacturing reliable products.  If you were successful at it, there would not be so many complaints, ironically VERY similar to mine, regarding customer service and the UNreliability of your products.  

LifeSmart went above and beyond for this customer. LifeSmart stands by our products and the exceptional service the technicians provide.

If you believe that what you offered me was great customer service, I would hate to see what you would consider terrible customer service. 
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#8 UPDATE Employee

Employee Response

AUTHOR: Support - (United States of America)

LifeSmart strives to provide outstanding technical support to all our customers. If all technicians are on the phone, an answering service (not located in India) will answer the excess calls to prevent people from waiting on a hold for an extended period of time. The answering service takes the customer's message with the promise of a return phone call from a technician within 24-72 hours.

Customer's phone call was indeed returned within that time frame. LifeSmart was finally able to connect with customer via email on 05/08/2012 after not getting a response to the voicemails left on customer's  phone.

LifeSmart is surprised to read the comment about the "repair it yourself". Customer readily agreed to doing the repair when asked. And it was a very simple repair. Customer neglects to mention page 12 in his owners manual that clearly states repair options. Customer repair is quite common as it is at no charge to the customer; LifeSmart provides the repair part(s) and the instructions. Plus, it is industry standard to send out repair parts directly to the customer.

When the repair did not work and customer was against attempting another repair- LifeSmart immediately offered a replacement unit.

LifeSmart sent another heater and approved a partial refund. While the heater was received by the customer- the check has not. LifeSmart has tried to contact customer numerous times to confirm an address so that a check can be sent, but customer has moved. LifeSmart no longer has a good phone number, physical address for customer and customer does not reply to emails sent by LifeSmart.

LifeSmart went above and beyond for this customer. LifeSmart stands by our products and the exceptional service the technicians provide.
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