Complaint Review: RefurbUPS.com, Inc. - Suffern New York
- RefurbUPS.com, Inc. 379 Spook Rock Road, Building J Suffern, New York United States of America
- Phone: 845-357-6911
- Web: http://www.refurbups.com
- Category: Miscellaneous Electronics
RefurbUPS.com, Inc. RefurbUPS Return policy is a bad joke! Suffern, New York
*Author of original report: Full Story / How We Finally Got Our RMA Honored
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Don't believe their return policy, they'll just claim they didn't sell you the unit if it fails.
This report was posted on Ripoff Report on 08/05/2010 10:43 AM and is a permanent record located here: https://www.ripoffreport.com/reports/refurbupscom-inc/suffern-new-york-10901/refurbupscom-inc-refurbups-return-policy-is-a-bad-joke-suffern-new-york-629326. 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content
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#1 Author of original report
Full Story / How We Finally Got Our RMA Honored
AUTHOR: ProCom - (USA)
SUBMITTED: Friday, August 06, 2010
As mentioned before, we purchased two APC Back-UPS 725's from RefurbUPS. These were ordered on 7/13, and received a few days later and installed. One of the units, SN 4B0447P16188, died on 8/5. I opened a support case with RefurbUPS the same day. Here is the first message I sent:
"Please open the unit, and ensure that the battery is properly connected to the leads.
Additionally, ensure the circuit breaker on the unit is not tripped and is pressed in.
Phillip Barbiero"
But that is not a unit we have sold you. I can not replace it for you."
Doublecheck that the model number is a BE725BB as that is what we shipped."
We received two BE725BBs with our order, 4B0447P16188 and 4B0520A80985. They were part of a two-pack, a single SKU on your end.
As I have mentioned before, this company only has two of this specific model of APC UPS, both from order SO-105751. I personally purchased and installed these units, there is no possible way we could have them confused. The mistake must be on your end of things.
I would say that half of the UPSs in this company (we have about 20 of them, some server sized) have been purchased from your company over the years.
If this RMA isnt honored, we will no longer be doing business with you."
Normally I am not allowed to do this, but these are the serial numbers that I have on record: AB052P80985 and AB053295321.
You do have one that almost matches, but the one you are saying is failed is not even close to the serial number we have on record.
Additionally, the last time (and only time) your company has ordered with us was back in 2004 when a Smart-UPS 1400 was purchased. You must be confusing us with a different company as we have not sold you numerous units.
I did take the initiave on the off-chance that the serial number was incorrect entered, and dug through all of our paper history until I found your order. I have confirmed the serial numbers we have on file were correct and properly taken from the unit tag, which we save.
I genuinely apologize James, but I have to refuse the RMA request -- it is a strict company policy that serial numbers have to match. My hands are tied in this instance."
"Could you also verify for us whether "AB053295321" is a valid serial
number for a Back-UPS ES 725?
The reason I ask this is because we have a vendor who is claiming that
we're trying to return the wrong product, and the above serial number is
what they claim to have on record.
The two that you have already verified are the actual serial numbers
from the two Back-UPS ES 725's we have."
APC responded:
With this information, I have followed up with our fufillment department and I have confirmed that some serial numbers are being incorrectly recorded for the BE725BBs.
We will be investigating the cause of this and taking steps to prevent this from happening in the future.
I have been here for a few years, and this is the FIRST time that this issue has come up. I want to genuinely apologize for this mistake. It was very unfair for you to have to tolerate.
We have become very resiliant with ensuring products that are being replaced are in fact defective and the correct item, we recently caught a few of our customers taking advantage of our leniency and reciving several replacement units simply because we did not follow up with the serial numbers most of the time. It turned out to be a large loss for us, which is why we are now taking this policy very, very seriously. And that in turn is why this mistake is disturbing for us. We do take our customer service very seriously and stand behind our warranty.
I will be sending you a replacement BE725BB without a battery, so please reuse your current battery inside the defective unit. Feel free to dispose of the defective unit in whichever manner you find easiest.
Again, I apologize for your inconvience, and thank you for your patience in working with us on this issue. I hope that you are satisfied with this resolution. If there is anything else, please do not hesitate to contact us.
Phillip Barbiero"
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