Complaint Review: Med1 Online

In November 2007 I purchased a refurbished Syneron Aurora laser for Laser Hair Removal from Med1 Online. I didn't receive the laser until mid Jan, 2008 after repeated calls to Chuck Chapman, who said the handpcs were broken & were being replaced. Unit was shipped mid Jan. We pd for a trainer to come from TX to train our staff. She unpkged laser & discovered the handpieces that came w/laser were broken. First thing, they had to be sent back in for repair. Within a month, another DSR handpc malfunctioned & was sent back in. June 2 the unit malfunctioned completely. The error on the equip was "leakage error". Laser was then out of warranty but I was assured by my sales rep, Chuck Chapman,at time of purchase that if I needed service after the sale it would be no problem as long as I was willing to pay for repairs. I started calling & emailing June 3. My calls were not returned for almost 2 wks. only after I called Chuck, another sales reps & the CS supervisor, Penny Murdock. Cust serv disputed that I had repeatedly tried to contact them although I have emails & phone records to prove otherwise. After much runaround my laser was shipped back 1st wk of July. All the while I have overhead, advertising, employees to pay, insurance, etc. while Med1 would give me no answers to when the issue would be resolved. Additionally, I cannot take new customers & must begin issuing refunds to existing clients who want to go elsewhere for service. 2 more wks pass, now into late July, with emails to me from Med1 still disputing my attempts to get repairs. When I can get no answers I threaten to take legal action am told that if I do, Med1's policy is to "discontinue any repairs or service" so I will have no way of continuing business. I try with no avail to reach the CEO, whose assistant won't pass me thru. She makes light of my problem while I am in tears & even laughs at my comment to come out to Colorado (this she denied & had her legal counsel call me to say he was "passing by" as we were talking & she didn't laugh at me!!). Again I am told by legal that if I try to take matters into my own hands all repairs will stop until litigation takes place. Also, Med1 could sue me for slander. Finally the first wk of Aug my unit is returned to me, after I paid almost $3500 for repairs. On 8/7/08 we turn the unit on to prepare for a client & within 1 hr the same "leakage error" appears. The whole process started over again. Calls with no answer, etc. When CSR Mike returned my call, he said that Med1 would send an electrician to inspect my wiring. If it was found to be faulty, I would have to pay the electrician & pay again for repairs. If the wiring wasn't faulty, Med1 would admit that they sold me a lemon unit & replace it. The wiring checked out ok but when I called Mike he said I needed to check for any Xray equip or industrial microwaves in our building. I told them no, we have none of these. The unit was sent back in again first wk of Sept. I emailed Mike 4 or 5 times & he said now the tech there has to check the equip. When I asked about the replacement for the lemon he sent no answer, he would not admit to telling me I would get a new unit, although one of my staff was listening on the other line to our conversation. Beginning 9/10 my attempts to email CS were blocked by a SPAM filter. I called CS Sup again on 9/11 with no response & again on 9/12. Penny answered & said IT dept was looking at why I was blocked but gave no answer about status of laser. It is now 9/13/08. I have had no business since 6/2/2008 & have been forced to close my doors, while issuing in access of $5000 in refunds to date & continuing to pay advertisers, etc. (Less)

Bette
Dexter, Missouri
U.S.A.