How would you handle this? Purchase return issue

[gchappel]

I purchased a dolphin robotic pool cleaner 8/15.
I bought a refurbished unit, same warranty as a new one- and 30 day return.
When I unpacked the unit there was a large crack across the handle someone had tried to fix with glue- unsuccessfully. I notified the company same day and they offered to exchange- as they agreed unit should not be broken with sharp pieces. I kept it about 2 weeks to be certain it worked in my pool and when I was happy with it- then did the exchange.
I received the second unit 9/1. It looked like new. When I set it up it immediately began throwing error messages and did not function properly. Notified seller 9/2. They had me do a bunch of resets, clean the impellor, send multiple videos, etc.
Starting 9/9, I have an email trail where I continually asked how to return this. The reply was always to try a different reset.
Now it will not even run.
They will not accept a return because it is over 30 days. It is over 30days from original purchase but NOT over 30 days on this faulty unit that I have requested to return for the past 2 weeks.
I even offered to purchase a new one- which would be more profit for them.
Do I start a complaint with my credit card company?
Not sure best way to go from here. I am at wits end, sadly.
gary

[Alan A]

credit card company. hopefully you used amex - since it's easy with them.
that's one of the reasons you have credit cards.

[matthewb0051]

Most states have a State version of the Deceptive Trade Practices Act. Not sure if it applies in this instance but worth a look and discussion with an attorney that practices in that arena, assuming the cost of the item is worth it...

[gchappel]

Item is $700.
I called again, and am giving them one more chance for upper managment to figure something out.
This is nuts
Thanks for the guidance.
gary

[LWJ]

I had a car rental do some shenanigans on me this year. I called my credit card and turned em loose.

Got my money. No stress. Have a pro fight your battle.

[911 Rod]

Return is 30 days from initial purchase. If you have it in writing that you requested a return before that you are in your right to cancel via credit card. IMO

[gchappel]

Originally Posted by 911 Rod

Return is 30 days from initial purchase. If you have it in writing that you requested a return before that you are in your right to cancel via credit card. IMO

That is the issue.
I received a damaged unit, but with their knowledge kept it to evaluate it.
I then exchanged it for a second refurbished unit- that never did work.
I asked to return the 2nd unit within 2 days of receiving it- but they wanted me to do all sorts of resets and cleanings. That took about 10 days.
I am now past 30 days from the original purchase, but only 10 days from the 2nd unit. In my opinion the clock started again when I received the second unit- they say no.
I should have actually returned it, got my money back and repurchased. Even they say then I would have no issue- but I am getting no where.
Off to get the credit card company Visa- involved.
I spend a lot on this card, and have never had an issue- so hopefully they will step in.
gary

[speeder]

The mistake was keeping the original one for two weeks when you knew that you were going to be returning it. That started the clock running. I hope that it works out for you, sounds like a bad deal.

I should add that I've blown many a return time period by being too busy to send something back or too busy to unpack and install it, (auto part), until it was too late.

[911 Rod]

30 days from initial purchase of the first one for the replacement is normal.

[1990C4S]

Use the cheapest means first. Start with your CC company, then escalate from there.

If they refuse to comply with your request for a refund, how much are you willing to spend to resolve it? If the CC company is not successful, you have limited free options.

Originally Posted by gchappel

In my opinion the clock started again when I received the second unit- they say no.
I should have actually returned it, got my money back and repurchased.

This may be the problem. What you think is fair, and what their policy is (probably documented) may mean you're screwed. If they have the policy documented, then the CC company may not help you. Make sure the CC company knows you requested a return within 30 days.

[Tobra]

Originally Posted by Alan A

credit card company. hopefully you used amex - since it's easy with them.
that's one of the reasons you have credit cards.

Never had this work out. If the vendor says it is a legit charge, you are on your own

[gchappel]

This may get interesting.
The sales person actually is on my side- and taking it up the ladder again.
I will know more tomorrow.
gary

[Dixie]

Okay, I'm not trying to be all holier-than-thou. I'd handle it by not ordering refurbished items. Every time I have it's bitten me in the kester.

[dad911]

Contest the charge with your cc company asap.

[gchappel]

I agree my first mistake was trying the refurbished model in the first place.
It was over $1000 cheaper than a new one. Promised to work like new and with the same warranty as a new one. I worked with one sales person- who agreed with every step. He is actually on my side with this one and "supposedly" going to run it up the ladder.
With me willing to buy a new one- this is a no lose situation for them, but we will see.
I will find out today.
If that is not positive- I will open a claim with my credit card. I am not willing to go any further, I will just throw it in the trash and figure it is the cost of being cheap.
gary

[Cairo94507]

File a dispute with your CC company and submit your "paper trail" along with a nice summary of the multiple contacts you had with the seller as you tried to resolve the issue. Pictures is always nice too.

[Superman]

Keep us posted. Hope this works out for you. Either way, you learned a lesson, albeit an expensive one.

If this does not work out and you end up eating the $700, then go on a scorched Earth tear. Submit scathing reviews, particularly on Google. File a complaint with their local BBB. Write a letter to their state attorney general. Letters from their BBB and/or their state AG office will need a response from them. That takes time. Time is valuable. Make them sorry they did not work with you.

[wdfifteen]

Hope it works out for you. I guess the lesson for us here is return something as soon as you find a defect - don't do the right thing and try to make it work.

I case it doesn't work out, I have a 2 year old Dolphin E10 to sell. $200. It works great.

[gchappel]

I am happy to say this has been finally handled well by the selling company.
It did take a lot of time/hassel. I have an email string 72 emails long- but it gave a great paper trail. Again, my sales person was involved all along.
Unit is presently sitting in a fed ex truck heading back.
I am glad I was persistent, but kept things kind and cordial.
I learned as well. When I try to save a dollar I end up spending two dollars.
gary