- Report: #1398961
Complaint Review: Mesa Distributors - Fort Worth Texas
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Mesa Distributors
3134 Marquita Dr. Fort Worth, 76116 Texas, USA
Phone:
800-330-3867
Web:
http://www.mesamachines.com/
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Mesa Distributors Decor 2 Rhinestone setting machine broke down 8 months ago will not honor warranty Fort Worth Texas
Purchased a Decor 2 Rhinestone setting machine in 2014 from Mesa Distributors. For 2-1/2 years the machine ran very good with just a few minor problems but where fixed fast and easily.
On Nov 16, 2016 the machine started throwing stones. Called tech support and talked to Adam. He told my husband Phil to move to of the cards and replace each one with the other. He told me to unplug the machine which I did. I did not unplug from the wall. Once I did that and turned the machine back on all kinds of things stopped working. The table did not move, the nozzles stopped working. lights where not coming on that should have been lite up on the mother board and the motor board. So from the machine just throwing some stones it went to not working at all.
Now it is 11 months later and the machine still is not working.
At first the company was just throwing parts at us with no reason as to why they would be sending this part or that part. None of them worked. Finally they said they ordered a board from South Korea "manufacturer of this machine" and that would fix the problem. They sent it out to us and it did make the items come back on but as far as running it drops stones and flings them ever where. Still can not use the machine.
We have lost $70,000 due to the fact that this machine is not working. And yes I do have records showing income lost, phones call to them and phones calls from them. Phone records show that we called and called and never got a call back.
After not getting any calls back I decided to contact the manufacturer in South Korea see if they could help me with fixing the machine. I had to hire a interpreter that speaks Korean. I was emailed back that they could not help us that I would have to go through Mesa.Then thery blocked my email address. Great customer service.
At that time the machine was still under warranty. Since then the machine was paid off and is no longer under warranty.
The general sales manager offered for us to ship the machine to them and they would go through it and find out what was wrong and fix it, but we would have to pay for the shipping to them and back. I wanted them to send someone here because now that the machine had been not working our income had dropped a lot and I was lucky to be able to keep up with the payments. The shipping cost there and back is somewhere around $1000.
Since the machine is now paid off I can take that money and sent the machine back to them which I don't feel I should have to pay for since this all started with their technician not informing us to unplug it from the wall. "Adam"
Anyway called and asked them last week if we could send it in and if the offer still stood and the general sales manager said no because it has been out of warranty for to long.
I only paid it off 2 weeks ago. I had to pay for a machine that has not run in months .
I want this machine fixed, it should have been fixed when it was still under warranty.
If they can not fix it then send me another machine.
1 Updates & Rebuttals
Correction
#2Author of original report
Sat, September 16, 2017
I stated in my complaint that the decor 2 was paid off 2 weeks ago , I thought until it was paid off the warranty was good. I have been corrected on that part. The warranty was good for 3 years from the date I purchased the machine. Meanning if it took me more than 3 years to pay it off then any remaining months after the 3 years it would not be covered.
Fact is it still broke down Nov 2016 so it was still under warranty at that time.
