CEM Global, LLC

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Warranty NOT honored
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MIAMI, FLORIDA -- You are probably going to think I am a loon for getting steamed up over an iron but hear me out.

Dry iron, (irons without steam holes) are not easy to find and are pretty valuable if you do certain crafts. So I was very happy to find and "affordable" one. Unfortunately, it was not affordable but CHEAP.

Mine died 11 months after I bought it. Bear in mind this thing is like the holy grail for fusing so it was NEVER dropped or abused in any way. (I am careful with all my tools. I need them to last as long as possible. Plus even cheapo steam irons usually last me 5 - 7 years and I use them nearly daily.)

The CEM warranty clearly states that the company will repair or replace defective products within 18 months of date of purchase. I emailed them to see if they needed a return authorization number and got the following message:

“You can send the defective unit to our warehouse at:

CEM Global LLC
6950 NW 77 Court
Miami, Florida 33166.
Att: Customer Service.

As stated in the warranty information card, please include a proof of purchase (or a copy) inside the box or else we cannot ship you the new item! You can send it in any box you like if you don’t have the original one. As soon as we receive the defective product we will ship you the new one. We will pay for the shipping of the new item to you.

Thank you for your time,
Ariel Pino”

So I packed it up with a copy of my receipt and a copy of the email, hauled it over to the post office and shipped it off to them priority mail.

And never heard hide nor hair about it again.

I emailed Ariel Pino. I emailed the general customer service email address. I got a bad feeling about this so I called. And called. And called. There is no way to reach a live person so I left a voice mail message. And receive no response.

Guess what the Better Business Bureau rates this company? Yes, you are right, a big fat "F". And 5 unsolved complaints are warranty issues. I guess mine will make it 6.

I am really disappointed because I need this tool. And I don't like wasting money, even if it is less than $30. It's the principle of the thing. I am having a very hard time finding a replacement. I had heard a rumor about a $300 import but that is too rich for my blood. :-(
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User Replies:
Alain on 10/06/2010:
You can try calling CEM Global (an import/export company that appears to be based in China) at 305-477-3322. I wouldn't expect great results from that, however. You may also want to go to http://www.myfloridalegal.com, click on 'Consumer Protection' (on the left of the page), and then click on 'Consumer complaint form' or call 850-414-3990 (your states attorney's office consumer help line). I don't think you're a loon, by the way. You just warned consumers about a company's poor customer service and that is appreciated.
lorrwill on 10/07/2010:
Alain thank you thank you thank you for this information

I was thinking the next step would be to check the warranty laws here in California.

I also need to write a review of the store where I bought this. They refuse to get involved as well as refuse to post a review of what happened - adding insult to injury and keeping unsuspecting consumers in the dark.
Alain on 10/08/2010:
I didn't realize you were in California. Your contact for the California Department of Consumer Affairs would be http://dca.ca.gov/consumer/complaints.shtml or call 800-952-5210.
lorrwill on 10/12/2010:
Thanks again for the great response. I have filed my complaint.

I had also filed a complaint with the BBB against the store. I got an email from a "resolution specialist" who claims they are investigating the problem and "would like to offer you a set amount of compensation based on your review".

This would explain how they get away with only posting positive reviews.
lorrwill on 10/13/2010:
ARGH. The DCA says they do not handle this kind of complaint and directed me to the California Department of Justice Office of the Attorney General. I just filed my complaint again.

Also never heard back from the store about that compensation. This is incredibly frustrating.
raven2010 on 10/24/2010:
Did you use delivery confirmation when you shipped it? Is the company saying they never got the iron back?
lorrwill on 10/25/2010:
The company is not responding to any form of communication at all.
James Leggett on 11/19/2012:
I'v bought 5 of these so called coffee pots from the DOLLAR GENERAL STORE.NOW I see why American are in such a debt because they don't take any pride in their work...5 coffee pot's in 6 week's is very sad
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