Complaint Review: hccost - Internet

I called the service company directly on this issue, twice.  HcCost did not call the service company on my behalf at any time.  

The service technician arrived only after my second call.  After my first call, they did not call me back to schedule a service visit, as I was told they would. When I called the second time, 3 days after my first call, they scheduled it for their first availability, 2 days later.  Five days total elapsed between my first call and the actual service visit.

The technician was very nice and left a report with us verifying the presence of foul odors. It didnt include any recommendations on how to solve the problem, nor did it cite any identified reason for the problem.

I sincerely expected that returning the products for refund, obviously defective as they were, would be an easy process.  Unfortunately, that was not the case.

Every consumer deserves better than the experience we got at HcCost.

Simply put, the carbon filters were NOT the problem.

First, the very models we purchased are promoted and sold with these carbon filters as specific accessories by the air conditioning manufacturer.

We purchased these Friedrich Kuhl SS models.

Friedrich SS08N10 7,900 btu - 115 volt - 11.7 EER Kuhl series Wi-Fi Capable room air conditioner

Friedrich owners manuals that came with the SS models we purchased include instructions on using these carbon filters; the Friedrich web site recommends & sells these carbon filters for these SS models.

http://shop.friedrich.com/products/kuhl-carbon-filters

http://friedrich.com/sites/default/files/Kuhl_S,M,L_IOM_2012.pdf

http://friedrich.com/products/residential/window/kuhl

Furthermore, the technicians who performed the service calls did not say these carbon filters caused the foul stench in these defective ac units. 

Dear customer, the feedback you are reporting is 100% false. I’ll explain in full detail:

You purchased 2 x air conditioners from us in March of 2014, received in March of 2014 as well. On 4/11 you stated that the air conditioners both of them have a bad odor coming from them. Immediately a service was scheduled for you with the manufacturer’s technician to come out to your home, the service tech from North Pole cooling came to your home and immediately found the problem with both of your air conditioners, you had inserted a filter called “carbon filter” which was NOT meant to be used on these 2 air conditioners you purchase, the carbon filter is meant for a higher end model.

He removed both carbon filters from both of your air conditioners and the odor disappeared. He specifically advised you NOT to insert the filters you purchased separately, dust and dirt builds up and causes the odor.

How can both units be defective and cause odor when you ordered 2 separate model numbers, 1st was a 12,000 BTU and the 2^nd was 7,900 BTU. From 4/11 until 5/2 no issues and no odor, on 5/2 we received several emails from you stating that the odor came back, we immediately once again scheduled a service call, the technician came to your home the same day, and once again, you inserted the carbon filters when the first technician advised you NOT TO.

How can we resolve a problem when you go completely against the manufacturer’s instructions?  We the seller did nothing wrong here, we fulfilled an order and stood behind the product. You requested for us to take the order back, we did. We provided you with the return RMA # and return address to send both unit’s back.

To reiterate, you ordered 2 x air conditioners, damaged both on your own when the manufacturer directly advised you NOT to insert the carbon filters you did so anyways. It happened twice, you requested to send back used products, we took them back with no questions 60 days after you used both units, when we have a 30 day return policy,  what wrong are we the seller doing? 

thank you