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Business Profile

Scientific Instruments

Diffraction Limited

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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  • Initial Complaint

    Date:12/09/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased specialized camera equipment from Diffraction Limited (DL) that has a software defect that causes the entire system to be rendered unusable until it is physically reset. Over the course of the year's warranty period, DL provided no meaningful solution nor has been able to identify the cause of the software defect. They have acknowledged the defect, and they can recreate the defect with their own equipment - but have not committed resources to resolving the issue. As a result, I have $16,000 of equipment that cannot be used in the manner that it was intended. The attached DL TImeline.pdf documents the 62 communications (or lack of) between us in that time period.

    On July 21st I requested a partial refund on some of the equipment as I'd found a solution for that portion that involved using another vendor's equipment. That document is attached as DL Refund Request 20240721.pdf. I provided DL with the same timeline that is attached to this complaint in that message.

    On July 22nd, Doug George from DL acknowledged the message and agreed to provide a refund. That document is attached as DL Refund Acceptance ********.pdf. I returned the equipment and they accepted the FedEx delivery on July 25th at 1:12pm local time.

    On August 11th, I asked for an update via email as I've not yet received the agreed upon refund. There was no response. On August 14th, I asked for an update via email again. There was no response. Attached here as DL Refund Update Request 20240814.pdf.

    On August 16th, I made yet another email request for an update. Doug George from DL responded that it had completed the RMA process, and the refund was being processed. This is attached as document DL Refund Being Processed 20240816.pdf

    On September 3rd, I asked for an update via email. Attached here as DL Update Request 20240903.pdf. There has been no response from DL.

    As of September 12th, I've not received the agreed upon refund of $1399 USD.

Diffraction Limited is NOT a BBB Accredited Business.

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