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Complaint Details
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Initial Complaint
02/21/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Ended up reaching out to this corporation regarding my scanner tool, I was directed from their customer service agent to have the scanner shipped back in for repair. Upon speaking to my local carriers, they stated that its illegal to ship lithium ion batteries that have bursted or are leaking through the mail. When I contacted innova back to inform them that its illegal to ship lithium ion batteries they said just try a different carrier. Leaving me still with a broken product that does not work and them asking me to break the law. **** was the supervisor I spoke to.
Business response
01/31/2024
To whom it may concern, I spoke to *********************** and seemed there was a misunderstanding with the procedure for our products that come in to our service department for repair.
When **** initially called in to our tech support line, we advised customer to send in the tool in for repair/inspection via email and through our customer service calls, however customer stated that the carrier did not let him ship the tool due to lithium batteries and he claims **************** told him to use another carrier.
Customer said he was upset and reported us to the BBB agency and disposed of the tool. Informed customer we never told him to ship the batteries with the tool and must have been a misunderstanding.
As a courtesy I informed customer we will ship him a new **** for the inconvenience. **** was very pleased for making things right and was happy with our customer service.
Customer response
02/01/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
***********************
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Get a QuoteCustomer Complaints Summary
2 total complaints in the last 3 years.
2 complaints closed in the last 12 months.