Proview Technologies Complaint - Horrendous Customer Service by Proview Technologies
HOUSTON, TEXAS -- On June 25, 2006 I mailed in a KDS monitor that was malfunctioning. The manual said to mail any malfunctioning monitor to Proview Technologies - Texas Service Center. It said nothing about calling for preapproval or anything of that nature. The monitor was delivered on July 3, 2006. On July 7, 2006 I received an e-mail indicating they voided the warranty on the monitor because no serial number was displayed. I e-mailed back requesting the e-mail be sent to a supervisor because I had photographed the monitor before I sent it in and the information was on the monitor. I received an identical response back from the company, however this time under the name of the representative (Amanda Estrada) she added "Supervisor of the RMA Department." In my opinion that is quite insulting to send an identical e-mail with one additional line. This time I requested her supervisor. So, she sends me a letter through the US Postal Service addressing the exact same things both her e-mails did. I again e-mailed and requested her supervisor. I received an e-mail from Rose Melendez this time telling me the same thing Ms. Estrada told me. Her grammar was very poor and her e-mail is highlighted in all different colors. It was very unprofessional. I advised her that the serial number was not removed before mailing and I knew that because I had photographed it and had written the information down. She e-mailed me back with photographs of the monitor. Please note the monitor was lying on a concrete floor in a pile of trash. It looked like a dirty basement. She said it was not their decision, but the manufacturers. I asked how to contact the manufacturer as well as her supervisor. No response was received. We are now on July 24. On this day I filed a Better Business Bureau complaint against the company and Attorney General complaint. Please note they did not respond to the Attorney General complaint. Her response to the Better Business Bureau is "The monitor is discontinued product, manufactured from 1997-2000." She also indicates she has discussed this with me and reviewed there action. This is absolutely inaccurate. Furthermore, I've got the instruction manual for the monitor that says right in it "Manufactured Date: September 2002". I've e-mailed Ms. Melendez many times advising obviously she is wrong about when the monitor was manufactured, however she now refuses to respond. Common courtesy would be to be willing to review the information to see that she was wrong. On 7-28-06 I sent an e-mail to Rose advising my e-mail dated 7-21-06 had not been responded to and requesting a response. No response was received. On 08-07-06 I e-mailed again advising she was ignoring my e-mails and please provide supervisor information and manufacturer information. The e-mail went unanswered. On 08-10-06 I sent another e-mail requesting the same information. This e-mail went unanswered. On 09-17-06 I advised the company of my intent to sue civilly. That garnered a response within 2 business days. Rose wrote back and said "Monitor was shipped back to you." However she sent it to an address that I didn't even live at, and then tried to file a fraudulent claim with UPS saying the package was lost. UPS obviously denied the claim. They don't award claims because you send something to a wrong address. I've contacted the company by telephone on numerous occasions. Every time they ask my name I am hung up on. I've faxed my complaints, contacted their "corporate" office in California, and every time I get no where. They always refer me back to Rose Melendez. That does not help when she is the problem! The staff are all unprofessional and rude. My monitor is under warranty. I have proof of purchase. All I want to do is for them to look at it. They refuse. Furthermore you obviously can't trust someone who doesn't even know the dates there own monitors were manufactured. I also think it is quite suspicious that Ms. Melendez uses a personal e-mail address for business purposes. This is the worst customer service I have ever experienced. It is my personal vendetta to let everyone I know of about this poor service.