EDEN PURE suarez , biotech research, resource partners, edenpure, suntwin Deceptive company knowingly selling defective units and keeping their own customer service representatives in the dark >>> N Canton, Ohio

I work at a call center who has Eden Pure / Suarez / Resource Partners as a client. Every winter we dread their customer service calls because usually we have no information to actually help them and edenpure purposefully leaves us in the dark as to whats going on with their units or even how to help the callers.

This year EdenPure has released a new "Gen-4" heater for the price of $397. The company i work for takes both the sales calls and the "customer service" calls. The sales reps are trained to do whatever it takes to make the sale and the end of the scripting includes "please allow 7-14 days for your order to be shipped" what those words actually mean is please allow 7-14 business days for your order to be processed and your card charged. So a guy on one side of the room sells an edenpure, gets commission, contorts the verbiage to make the caller think that they'll have a heater in their house in no more than 2 weeks.

2 weeks later this same person who ordered will then call the customer service line and get some gal on the other side of the room. He may ask a simple question like "whats the status of my order?" which she would then give the scripted answer " your order is being processed, please allow up to 30 days for your order to ship" so then they call back 30 days later because they still havent recieved it. the script is now changed to because of the demand for this popular product, please allow 30 days for your order to be shipped. And then we become edenpure's punching bag so they dont have to deal with the countless amount of angry unsatisfied customers.

After about 2 straight months of that, I then took a call from a caller who explained to me that the existing Gen-4 units have a defective PC board that causes the units to fail within minutes of first plugging in. Its unfortunate that i have to learn about this information from a random caller who has done their research, meanwhile, edenpure does not communicate with us c/s reps or our supervisors whatsoever about any aspects of any of their products. In addition to that, when we process the requests for shipping labels, the callers never get them in the time that we are obligated to say on the calls. in most cases from the callers ive spoken with, they never receive the labels at all.

any request i have made to eden pure about any information on how to help their concerned customers has not been replied to.

More recently, it has been discovered that Edenpure has been covertly calling our customer service representatives under the guise of customers and are purposefully and maliciously trying to trick our agents into processing the calls improperly so that they can collect their information and get them fired. They (edenpure) also discussed on said calls (while they didnt realize they were still being recorded) that they would try to use different strategies to try to trick us and then shared a laugh amongst each other at how bad our agents were, despite the fact that the edenpure insiders were asking questions they knew our agents were unable to answer. I have received more verbal abuse while taking edenpure calls than all other products/services my company takes calls for combined.

When we attempt to transfer a caller to edenpure's direct customer service line, it sends them to an automated system where they wait for anywhere from 20 minutes to 2 hours. more times than not the frustrated caller calls us back even more angry than the first time.

This is just the biggest and most prevalent issue about edenpure. There are many many others i could list, but chances are if youve had a bad customer service experience because of eden pure, its because you were talking to some random dude in a call center with no information to help you.

and dont expect for them to honor your 60 day money back guarantee, because its rare that theyll even ship it to you in 60 days. once theyve shipped you your defective unit 3 months after you bought it, then you can plug it in and watch it fail within 10 minutes. so then after youve been declined your refund, you decide you want to exchange the unit for one that works. our guys take your info and send a shipping label request to edenpure who then sends out an expired label 3 weeks later.

You call again to get another label since this one has expired and you finally get it and send your heater back. a month goes by and you then call back asking whats taking so long and you talk to some random dude at my call center who cant pull up your account information. he then tries to transfer you directly to edenpure so they can help you. you get their automated system and leave your information on a message and somebody might get back to you within 3 more weeks about it. so you finally get your heater back, and plug it in, and it fails again within 10 minutes.

This is a story ive heard about 100 times.

Dont buy an eden pure unless its a gen3 model 500 and if you do, buy it from a retail outlet!