Complaint Review: Reecom Electronics Inc - Roswell Georgia

A complaint activity report from BBB was found. The BBB complaint case is very closely correlated to this case, by the time and nature of the case. It is believed that Reecom has not made such a statement that the radios cannot be returned if opened. Below is the BBB report details.

--------
COMPLAINT ACTIVITY REPORT  Case # 27152592    Better Business Bureau, Inc.
Consumer Info:    Edelman, Edward C    Business Info: Reecom Electronics Inc
    1642 E Silverwood Dr           
    Phoenix, AZ  85048-4070          
    480 460-7376 480 283-1644        770 641-9228
Location Involved:    (Same as above)

Consumer's Original Complaint :
We purchased radios from Reecom and several were defective right out of the box.They were defective for several reasons: 1. would not power up 2: no radio reception and 3,4: system would not alarm.We were told that they could not be returned if opened, but we feel this is unrealistic for a life saving device. It must be opened to determine if it is not working since it is an electronic device.All we are asking for is replacement of defective units.
DesiredSettlementID: Replacement
Product_Or_Service: 8/19/2009
Purchase_Price: 3700.00
 
Consumer's Desired Resolution:
Replacement with new working units.

BBB Processing

07/26/2010      web    BBB    Case Received by BBB
07/27/2010      bw    BBB    Case Reviewed by BBB
07/27/2010      Otto    EMAIL    Send Acknowledgement to Consumer
07/27/2010      Otto    MAIL    Notify Business of Dispute
08/02/2010      WEB    BBB    RECEIVE BUSINESS RESPONSE : First of all, we are so pleased to respond to Mr. Edelman's complaint via BBB.
    After checking our sales records, we found no such business to the buyer named Edward C Edelman. We don't even have the sales with the purchase amount $3700.00 in our record. To better follow up this case on our side, please have Mr. Edelman to provide the following information:
    1. the buyer's real name in relation to this complaint case
    2. a valid sales receipt, invoice or purchase order to verify the purchase of the radios
    3. the radios' purchase date
    4. the unit price of the radio purchased,  if more than one models, please specify which price to which model number.  
    5. the quantity of the radio purchased, if more than one models, please specify which quantity to which model number.
    6. the date Mr. Edelman requested for radios replacement
    7. how many units are defective, if more than one model, please specify how many for each model.  
    8. supporting document such as emails contact for the defective radio replacement
    In Mr. Edelman's compliant, he made a statement that reads: "We were told that they could not be returned if opened". In respond to this, please see below the Reecom's Merchandise Return Policy.
    Merchandise Return Policy
    Reecom Electronics, Inc. offers a 10-day return policy on all products. All returns should be requested by e-mail: [email protected]  or over the phone at (770) 641-9228 for the approval from customer service representative. Returns must be in new, unused condition, complete with original packing, product manuals, and a photocopy of your sales receipt or other proof of purchase from Reecom Electronics, Inc.  All non-defective items returned for refund will be assessed a restocking fee of 25% of the sales price, and $8.00 shipping / handling cost per piece of item will be charged. Return shipping costs are non-refundable.
    Items such as External Antenna (RA-1601) and Strobe flashing light (RA-1603) are non-refundable.
    We will not accept any returned merchandise without a valid sales receipt
    ----------------------------------------------------------------------------------------
    The above return policy can be found in Reecom's  web site: http://www.reecominc.com/Cancel Returns.htm  for verification.
    No where in Reecom's return policy says that the radios cannot be returned if opened. We always observe and execute the return policy for the return issue, especially for those defective radios right out of the box or DOA (dead on arrival). We did not even verbally say that the radios cannot be returned if opened. Please have Mr. Edelman to give evidence about the statement he made since we are so serious to this.
08/02/2010      bw    EMAIL    Forward Business response to Consumer
08/02/2010      WEB    BBB    CONSUMER REBUTTAL TO BUSINESS RESPONSE : (The consumer indicated he/she DID NOT accept the response from the business.)
    Edward C. Edelman works for Ambient Weather. Reecom has a record of our purchases.
    The order number is 6917RE from August 19, 2009.
    The radio count is:
    R1630 = 4
    R1650 = 2
    Please accept these defective units and replace with new units.
    They state in their return policy "Returns must be in new, unused condition". They have to be opened and used to determine they are defective. We did not understand this requirement.
    Thus, perhaps "opened vs. used" are slightly different definitions. With an electronic device, what constitutes "used".
08/03/2010      bw    MAIL    Forward Consumer Rebuttal to Business
08/03/2010      WEB    BBB    RECEIVED BUSINESS' ADDITIONAL RESPONSE : Now, we know that this case is with the re-selling business (or a retailer) in the company name of Ambient Weather LLC with the company web site: www.ambientweather.com
    In the past, Ambient Weather LLC (purchaser name) bought radios from Reecom at a discounted price and re-sell the radios at a higher price afterwards. The business nature is simple as BUY and SELL (final sales) without any liabilities to either parties. However, the return policy is always applied. If the radios are found to be defective, they must be returned within 10 days, with the original packaging. Otherwise, they will fall under warranty / repair service catorgatory. As always, Reecom offers one (1) year warranty / repair service to all end customers / users. It is stressed that Reecom has not authorized (or in any agreement to) Ambient Weather to handling the field returns, warranty / repaired for Reecom. Reecom always handled all the warranty / repair business directly with the end customers / users. All the warranty terms and details are listed in the user's manual enclosed in the packaging.
    
    As from our record, the business with Ambient Weather started in year 2004. The question is why Mr. Edelman had no question about the Reecom return policy since then and kept buying radios form Reecom from time to time as a sign of satisfication, until recently, Reecom has discontinued the business with Ambient Weather LLC on July 12, 2010. Right now, Mr. Edelman concerns the term 'opened vs. used' and he also knows the difference between that since he is a well experienced seller in the electronics market. In common sense, 'opened' is 'opened', while 'used' is 'used'. It is not making sense to say that the radio was used for long time and then became defective, and then ask for return / replacement because 'used' is equal to 'opened'. If the radio is defective right out of box, it shouldn't take a long time to figure it out and it is not acceptable to ask for replacement after a year. As Reecom' s return policy was set up since year 2002 and never changed, the bigest question is that why Mr. Edelman kept buying the reecom's radios, not one piece quantity per order as a usual customer, but a few tens or even hundreds in quantity per order. He doesn't like Reecom's return policy, then stop buying, we nevre forced him. Strongely, we have already discontined the business with Ambient Weather LLC (Mr. Edelman) and they have no Reecom goods in hand but Mr. Edelman still advertise Reecom's radio in terms of model no. R-1630, R-1650 in Ambient selling web site ( www.ambientweather.com/rewera.html ) and also put Reecom Electronics in his manufacturer's list, although we have requested Ambient Weather to remove those to avoid legal issue.
    We strongly believe that we have made a right decision to discontinue the business with Ambient Weather LLC in order to save troubles!
    Lastly (back to this case), but not at least, the radio purchase (Ambient Weather LLC  P.O. 6917RE) from August 19, 2009 with reference to this complaint was cancelled by JJ White, a staff working for Ambient Weather LLC. This particular order weas cancelled for no reason after the goods shipped out. However, we accepted Ambient's order cancellation and Ambient has had fully refunded (see below the credit invoice with cheque No.). Reecom has not charged 25% restocking fee for this return as we should, according to our return policy. All the new radios supposed for that order were completely returned to Reecom's warehouse. We still don't know why Mr. Edelman has the defective radios in his hands. If Mr. Edelman is unhappy with the Reecom's notice of discontinue business, he should find other way to express but not make up the story such as 'right out of box defective radios replacement' , 'opened Vs. used' issue to give Reecom and BBB troubles.
    Below is the proof for the claimed purchase order refund. Note the check # for reference.
    --------------------------------------------------
            CREDIT INVOICE         
                                        
    Bill To:          Ship To:     Invoice No.:     0909-3636CR
    Ambient, LLC         Ambient, LLC     Invoice Date:     10/29/2009
    6845 W. Frye Road     6845 W. Frye Road     Customer ID:     AZ-030101
    Chandler, AZ 85226     Chandler, AZ 85226     Customer P.O.:     6917RE
                Shipping Term:     Bill
    Attn: Accounts Payable     Attn: JJ White           
    Sales Order     Order Date     Payment Term      Ship date     Ship Via
                    
    0909-3636CR     8/20/2009     Prepay     9/1/2009     UPS Ground
                    
    Product ID     Quantity     Description     Unit Price     Amount  ( usd )
                    
                    
    R-1630     -40     NOAA All Hazards     58.00     -2320.00
            Alert Radio, Clock         
                    
    R-1650     -20     NOAA All Hazards     68.00     -1360.00
            Alert Radio, AM/FM                 
        *Order cancelled per JJ White, refund Ambient Check#9774 & 9806

08/03/2010      bw    EMAIL    Send Business Rebutt Response - No New Offer - AJR
08/03/2010      Otto    MAIL    Inform Business - Case ADMINISTRATIVELY CLOSED
08/03/2010      Otto    BBB    Case ADMINISTRATIVELY CLOSED
----------------

No where in their return policy says that the package can't be opened.  This policy does not seem that out of the norm that you would see with other retailers.

The way you described this there should be no reason why you wouldn't have the orginal packaging and manuals.  So as long as that is correct and you attempted to return it within the 10 day period, based on what you wrote here there should be no reason why they wouldn't accept the return.  So if they specifically said that it can't be returned because you opened the box then you have a valid complaint because that is not what the policy states.