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Author Topic: X-10 extended my return privilege, and now won't RMA me  (Read 2531 times)

jeff w

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X-10 extended my return privilege, and now won't RMA me
« on: July 15, 2005, 01:16:01 PM »

I apologize to X-10 for having to post this,
but apparently public posting seems to get
attention where personal contact does not.
X-10, after giving me an extension on my
30-day return privilege to give them time to
improve their product, has now decided they
won't refund my money.

I purchased an Activehome Pro unit back in
October.  At the time, I had just upgraded to
XP, and my older ActiveHome unit wouldn't
stay connected to give me logging.  Having
been happy with my Activehome product (and
the CP-290 before it), I simply bought the
'current generation' thinking it would be an
improvement.  I had no idea (until I tried to
get it to work and stumbled across this
forum) how immature the product was.
However, I stuck it out, and was hopeful that
frequent SW releases would eventually result
in a quality product.  I even received a
replacement 'diagnostic' unit.  I don't have
much time to donate to X-10 as a debugger,
but I noticed recently that the product still
doesn't work very reliably, and that SW
releases are becoming way less frequent.  So
I decided to throw in the towel.  The AHP is
still less reliable than my old AH.  With 20
modules I have to take the best product.
This isn't a toy for me, it runs my house.

Three weeks after I received my product I
sent email to X-10 asking them if they wanted
the product back or whether they would give
me an extension on my return privilege.
Michael (who apparently is a high-up guy)
wrote back and granted me an indefinite
extension.  Last weekend I tried to RMA my
product, and I was told that I was past the
30 days and out of luck.  I Emailed them a
copy of the Email I received from Michael,
and they said they would get back to me
within 48 hours.  I sent the tech who took
the call, AND michael, the Email, with a
request for an RMA.  It's been 5 days and no
response.

I suspect X-10 will eventually give me the
RMA, but not without first seeing to it that
I have to make several calls and Emails.
I've tried to be an adult about this process
all along, it's a shame they can't be as well.

/j
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X10 Pro

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Re: X-10 extended my return privilege, and now won't RMA me
« Reply #1 on: July 15, 2005, 03:14:24 PM »

Jeff: Sorry you had to post this here to get
my attention. I missed your e-mail from
Sunday, but found it once I knew what I was
looking for. I'll make sure that we issue the
RMA today.
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carmine pacifico

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Re: X-10 extended my return privilege, and now won't RMA me
« Reply #2 on: July 15, 2005, 03:16:41 PM »

Jeff  W

I do not see the need to apologize to X10;
they are the one that released an
unfinished product and are using customers
as guinea pigs (free beta testers).
The so-called diagnostic units (the one
with lemon aid) are somewhat better, but I
would not hold my breath.
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jeff w

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Re: X-10 extended my return privilege, and now won't RMA me
« Reply #3 on: July 15, 2005, 03:37:44 PM »

Thank you X-10.  I appear to be all set.  I
retract my last paragraph.

May we meet again under better circumstances 8-}
/j
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Steve in SW Florida

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Re: X-10 extended my return privilege, and now won't RMA me
« Reply #4 on: July 17, 2005, 09:17:37 PM »

Jeff,

I wish that I was as lucky as you. I too had
similar issues and purchased mine close to
your time frame. I asked for a refund and
was asked if I would accept a replacement
unit. I said no and was issued an RMA. I
paid to send the device back. And I received
a replacement. At the time I only had 1
macro. And it didn't work. Well, the
replacement unit works, but the RF doesn't.
I sent over 10 emails to Michael. No
response. I finally went to my credit card
company. After much talking with them, they
instructed me to send it back again. It cost
close to 15 bucks to send it back the first
time, registered, certified, and tracked,
and all the other bells and whistles. I
finally just threw the towel in. X-10 you
win. I can't see spending another 15 bucks
taking my total to $30 to get my $60 back.
$49.99 CM15a and $9.99 extra year warranty.

I am just waiting for the Insteon stuff to
come out. I wish I had found the forum
before I purchased.
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