Mitch

Aug 23, 2024

Con Air

I had to edit quite a bit of information out of this review due to the character limit. If that doesn't say it all, I don't know what does. First and foremost, this should be a lesson to any company to seriously consider who is at the forefront of the customer service team and responding to issues like mine, as I’m fairly certain if the person I was initially dealing with was competent at customer service and professional, most, if not all of the failings wouldn’t have happened. I am a verified buyer of 2 air conditioning units sold by this company on Amazon. This company will NOT support you if there are problems UNTIL the absolute last moment. For me, despite calling 3 times and asking for a manager over several days, it wasn’t until I reported this company to the fraud team (and told the person I’d been dealing with) that I finally had a helpful manager that actually sent more than a few words, and acknowledged issues, and helped in alleviating some of the problems. I have experienced first hand how difficult and dismissive they can be, very poor professionalism, communication, and general care. I had one of the Emtronics 9000 BTU air conditioners which I purchased through Amazon. I was quite impressed, though around a year later, it started kicking out warm air constantly and even troubleshooting in the instructions didn’t work. I emailed the company, they just told me to go through Amazon. Amazon refunded me. I then wanted to give Emtronics another chance, and support a local UK business rather than some chinese company. I purchased with the refund; their 12,000 BTU model. When this arrived, it didn’t work. Ever since dealing with the company about this, it has screamed unprofessionalism and lack of care. It seems like they want to make it as hard as possible to aid in the customer returning a faulty product because they don’t want to have to refund. Maybe if they were fast to help and respond, customers would maybe give them another chance. My experience was that bad, I would rather never have air conditioning ever again and suffer, than to give them my custom, because I’d have zero confidence in them. The lady that messages on Amazon called Charlene, I don’t think she belongs in customer service at all. She basically told me that just because she has a similar unit and hers works fine, she couldn’t understand why mine isn’t working. I’ve never had the misfortune of dealing with someone so inept and seemingly uneducated to the point they can’t grasp a conversation, even where the customer is basically doing half of their job for them, and trying to ensure they know when a collection is coming and being booked. And even then, she went on to book a collection for the opposite day to that requested. They eventually sorted out a DPD collection for me, unfortunately for me DPD failed to find my address and told me I need to get the seller to reschedule all over again. She provided no tracking number, and I called DPD and gave my post code and then they said nothing was ever booked, so they lied about this, or changed it again without informing me. Terrible communication. Then I spent £40 of my own money to send it to them with a Courier under Amazon management’s own advice. When I thought things were finally getting on to being sorted, as I expected UPS to deliver it to them on 15th August, the courier said they weren’t able to deliver, then management said the driver informed them that there is nobody at the address given; as in, no company there at all, they had moved on. Leading me to believe that it was a scam. I later found out that the company had just moved (although still bizarre not to update this when Amazon had their old address down for returns.) I reported them to action fraud due to this, because of what I’d experienced and the delays in communication I had with Charlene. In the end, I was helped by a manager called Reni, and all due respect; they did help to get this sorted, and they contacted UPS on my behalf and got the package rerouted to their actual return address.