Complaint Review: PolarisUSA Video Inc - Norcross Georgia

This Rip-Off report that was filed years ago continues to slander my name and is just plain  - NOT TRUE. Of course, the rebuttal is not as easily viewed as the complaint. It must not be as interesting.

This customer was provided with a multitude of replacements for the one camera he continued to use and abuse. After his 15th return of the same camera - a model we sold 271 times with NO RETURNS, we politely asked him to leave. His yelling/screaming/name calling would not be tolerated any longer. He had no right to abuse the staff, which included me.

His race...my race, etc. was never entered into the scenario. That is, not until he was asked to leave due to his abusive nature. Other customers in the showroom at the same time said I was, "...way too nice to the guy. I would have kicked him out a lot earlier."

I respectfully INSIST that this report be retired...removed...withdrawn and I don't think I should have to pay $2,000 for this to be accomplished. That is HIGHLY inappropriate. The individual who posted this report has targeted me specifically. Last I heard, that is slander and punishable by law. I am offended, insulted and terribly upset that someone would falsely accused me of something so awful and that Rip-Off Reports would continue to post this one and only complaint FOREVER.

I never said, or did anything racially related towards this customer. The worst thing about someone claiming racism, is how it diminishes the reports of all the truly racist remarks, treatment, and experiences that minority groups suffer every day. Race was not a factor here. Mr. Viet Nguyen was told to take his business elsewhere after visiting our showroom multiple times, yelling at me, the other staff members, and embarrassing himself as well as other customers in the showroom. One minute we are the best company, "I come here because you treat me so well. I could go anywhere, but I come here." But as soon as he is told we will not replace the camera that he has damage (for the third time) because it is no longer under warranty, I am racist. He has slandered my name all over the internet and attacked me personally. I did nothing to this man to warrant this behavior.

He correctly received all products he ordered. Out of all of the products that this man purchased over three years (yes...he kept coming back for multiple items, not just one system), IF something was wrong (manufacturer defect), it was repaired or replaced immediately the same day in most cases. We didn't even wait for items to come back from the manufacturer. We replace product that had been used (and abused) with brand new product and in all cases, better products that he had purchase almost one year earlier. We did not refuse his return in 14 days. We replaced the item in less than 10 days.

Even the BBB dropped the complaint almost immediately. One of the correspondents in their office groaned over the fact that this individual drove them crazy with his apparent need to call them every day (paraphrasing - not their exact words) - even after they told him that there was nothing they could do. PolarisUSA did honor their return policy (several times) and has the right to refuse service to abusive individuals. The hard drive he continues to complain about was another upgrade.  If he calls Western Digital, he will find that they will honor the 5-year warranty if he just sends in his invoice with the date showing when he bought it.

The man was being belligerent (not obliterate).  Yes after 30-45 minutes of him yelling at me (twice in one week) telling me he did not like my face, I told him so. I got upset. I was embarrassed at the scene he was making when we didn't have is 1-year old hard drive replace in his 1-year old DVR (that worked very well) within two days. I apologized to the other customer in the showroom, who later exclaimed, "Heck, you were too nice to him. I would have thrown him out a lot earlier."

This un-functional HVS-D550DN security camera, because the IR Cut off Filter is not working correctly (a defective product!) .
Since we started carrying this camera in July of 2007, we have sold 193 HVS-D550DN 1/3" High Resolution Color Brick Camera, 550TVL, 0.001 Lux, Day/Night, UTP Output, Audio, Dual Voltage 12VDC/24VAC 150/60mA. Of this 193, this disgruntled customer purchased 10 and has returned all ten for the same reason, multiple times. From 2007 to 2009, three (3) other units were returned needing to be repaired or replaced. None of the repairs had anything to do with the IR cut-off filter. It is unknown what Viet Nguyen, or his installer, did to damage this component. Our warranty does not cover abuse and we decided after 11 months of servicing his cameras to exercise the clause in our Return Policy. (12 month warranty)

When you're in business for over 26 years, one or two customers will be unhappy when they do not hear what they were hoping to hear. Despite this, in the 9+ years I have worked for PolarisUSA Video, I know we have always tried to make as many happy, satisfied customers as possible. I guess that would explain the nearly 80% of sales from repeat and referrals, from other very satisfied customers.

I never said, or did anything racially related towards this customer. The worst thing about someone claiming racism, is how it diminishes the reports of all the truly racist remarks, treatment, and experiences that minority groups suffer every day. Race was not a factor here. Mr. Viet Nguyen was told to take his business elsewhere after visiting our showroom multiple times, yelling at me, the other staff members, and embarrassing himself as well as other customers in the showroom. One minute we are the best company, "I come here because you treat me so well. I could go anywhere, but I come here." But as soon as he is told we will not replace the camera that he has damage (for the third time) because it is no longer under warranty, I am racist. He has slandered my name all over the internet and attacked me personally. I did nothing to this man to warrant this behavior.

He correctly received all products he ordered. Out of all of the products that this man purchased over three years (yes...he kept coming back for multiple items, not just one system), IF something was wrong (manufacturer defect), it was repaired or replaced immediately the same day in most cases. We didn't even wait for items to come back from the manufacturer. We replace product that had been used (and abused) with brand new product and in all cases, better products that he had purchase almost one year earlier. We did not refuse his return in 14 days. We replaced the item in less than 10 days.

Even the BBB dropped the complaint almost immediately. One of the correspondents in their office groaned over the fact that this individual drove them crazy with his apparent need to call them every day (paraphrasing - not their exact words) - even after they told him that there was nothing they could do. PolarisUSA did honor their return policy (several times) and has the right to refuse service to abusive individuals. The hard drive he continues to complain about was another upgrade.  If he calls Western Digital, he will find that they will honor the 5-year warranty if he just sends in his invoice with the date showing when he bought it.

The man was being belligerent (not obliterate).  Yes after 30-45 minutes of him yelling at me (twice in one week) telling me he did not like my face, I told him so. I got upset. I was embarrassed at the scene he was making when we didn't have is 1-year old hard drive replace in his 1-year old DVR (that worked very well) within two days. I apologized to the other customer in the showroom, who later exclaimed, "Heck, you were too nice to him. I would have thrown him out a lot earlier."

This un-functional HVS-D550DN security camera, because the IR Cut off Filter is not working correctly (a defective product!) .
Since we started carrying this camera in July of 2007, we have sold 193 HVS-D550DN 1/3" High Resolution Color Brick Camera, 550TVL, 0.001 Lux, Day/Night, UTP Output, Audio, Dual Voltage 12VDC/24VAC 150/60mA. Of this 193, this disgruntled customer purchased 10 and has returned all ten for the same reason, multiple times. From 2007 to 2009, three (3) other units were returned needing to be repaired or replaced. None of the repairs had anything to do with the IR cut-off filter. It is unknown what Viet Nguyen, or his installer, did to damage this component. Our warranty does not cover abuse and we decided after 11 months of servicing his cameras to exercise the clause in our Return Policy. (12 month warranty)

When you're in business for over 26 years, one or two customers will be unhappy when they do not hear what they were hoping to hear. Despite this, in the 9+ years I have worked for PolarisUSA Video, I know we have always tried to make as many happy, satisfied customers as possible. I guess that would explain the nearly 80% of sales from repeat and referrals, from other very satisfied customers.