Checking my warranty status

[HoLun]

its been over 1 month since I sent in the part for replacement after going thru tech support and verified my machine have 5 year warranty and followed instruction to sent in the defective part for repair. but I could not get any status update of whats happening with my warranty, I have emailed multiple times but were ignored, I says ignored because before i sent in my part, we have no problems communicating with emails. also I have allowed 1 week for a reply on the first email before I sent another.

this machined only worked less then 4 hr weld time, and its been sitting along with my work in progress that should have been done 1 month ago, I need to know whats going on, this is holding up a lot of things, I don't think I am asking too much for wanting to know what going on with the replacement part?

also somehow I cant post on the official everlast forums.....

[joedirt1966]

Everlast has "Edit" rights on their own website. They do not have edit rights on Welding Web (anymore). I would also find it curious why your post appears here and not on their site where they have edit control. I'm not saying they deleted it, i'm just saying it's a curious situation.

So often it's easy to do business by phone, or e-mail until you have a problem. You are at the mercy of a distant company (not specific to Everlast) and may have to wait and wait for their response. You may hear, “We didn’t get your e-mail”, or “We never received your letter”, etc. How can you prove them wrong? :angry:

I have bought many things over the internet and have had 2 similar experiences from a couple of E-bay companies (lots of customer service until the sale was complete, then no response). Luckily they were small ticket items.

Please understand, I’m not saying your situation with Everlast is the result of a deliberate attempt to ignore fulfilling their warranty obligation. I’m just saying it is easier to do business face to face with local suppliers. You become a “face” and problems tend to be handled a little differently.

I guess you already figured all this out.

I hope your situation is rectified in a timely and satisfactory manner. Please follow up with it’s conclusion. There are many WW members and potential future Everlast customers that will want to know how this is ultimately handled.

[wskynajar]

Something doesn't seem right about this post

[lugweld]

That's correct. There is something wrong with this post. The normal procedure is for a complete unit replacement under warranty, particularly in a situation where a unit appears to have totally failed. A four hour run time is highly unusual before failure.

The poster neither identifies the machine nor the part he returned or himself or his location.


Usually parts are not requested back before they are shipped, if in fact they are sent. It is not economical to have most parts returned. We generally rely on customer honesty, to declare the part broken, unless we have reason to believe otherwise. Parts sent would be common, consumer replaceable items, such as plastic panels, knobs, switches, torches or cables unless the customer is experienced in electronics. Tech Support does not authorize returns, our sales and warranty department does, after tech support verifies the units malfunction.

I personally receive a lot of emails everyday, and so does everyone else. IF it was sent, it may have been overlooked, or depending on the email address gone to spam box. I try to respond to every email and phone call I get...Sometimes I can't answer because I am talking to other customers, same with the other guys. But the simplest thing was to call the toll free number and talk with shipping and tracking and leave a message if you can't get through. For customers requesting it, I am also available through msn messenger and skype.




Neither Mike nor I have edited such a post. We let negative comments remain, unless they are insulting other posters or unless they have nothing to do with Everlast on the our forum.

When a customer registers on our site, it may take a few days to get access, because Mike sends a email letter to respond to to verify that the customer is indeed a customer and not a spammer. If we get no response, we don't add the request. Its a manual process, but it keeps down the porn and cell phone spammers.

If the poster is serious, he can reach me today at 877-755-9353 begin_of_the_skype_highlighting**************877-755-9353******end_of_the_skype_highlighting ext 204, and I will follow up, and get to the bottom of the situation. Its Saturday, but it will transfer to my cell and I will be glad to get things rolling.

[HoLun]

My unit was a Super200p that I purchased back in 2008


I have spoken with Mark, seem the my email did not reach them and there might have been miscommunication during my talk with tech support about sending parts.

I just found out that they approve accounts by hand over at everlast website, thats why i could post, because it wast approved yet...

[lugweld]

Update.

Did talk to customer. He is a real customer. He did call. The unit is a super 200P, not a current unit. It was bought over a year and a half ago, toward the end of the Mosfet unit runs. But he claims the unit only had about 4 hours of total run time on it and it failed recently, last month or so. We have no way to verify that but that is what he claims, and we have no reason to suspect otherwise.

His email was gmail, and a lot of gmail addresses are spammers, especially when signing up on the forum, since most spammers use gmail addresses on our forum. A lot of times gmail addresses go into our spam filters as well. Not saying that is what happened, but at this point the most likely cause.

That's the reason he couldn't sign up for the forum. If customer calls and verifies or verifies an email sent, he will be added though.

Customer says he sent the part back, instead of the machine, which may also be a mis-communication. The whole unit probably should have been returned for replacement. I will follow up with the customer and will do my best to keep tabs.

[lugweld]

Holun, the parts are going out tomorrow according to higher powers. A new shipment is in. I'd call to check just in case to ext. 202.

[HoLun]

thanks for the update.


regarding the Emails, I still am not receiving anything from everlast, there isnt anything in my spam/junk folder etiher. donno whats going on with the emails.

[lugweld]

Send me a test message to performance@everlastwelders.com. My settings are different than some of the others so, I may get it and then I'll return it.

[EVERLAST_SUPPORT]

HuLun, you can always call our toll free tech support line and have an issue handled with a single phone call as well.

As far as the forums. If your IP address does not resolve to an ISP and you have a gmail or other free mail service, you will received an email from us with instructions to follow for access. If your spam filter grabs the email we send you, you "will" need to call for forum access. We must do this to keep the spammers off our forum.

[HoLun]

I got my replacement part yesterday and Installed it today, welder works correctly again, I also noticed that the arc starts much easier then when it was new.

thanks.

[joedirt1966]

Lugweld,
I believe in giving credit where credit is due. Kudos to you and the Everlast group for a speedy resolution and a happy customer.

Excellent customer service is why many forum members recommend the Miller product line. The same business plan (good products and good service) will help Everlast gain a greater percentage of the market.

Congrats to you and Everlast and an ever improving product line.

[metalman52]

I can not complain about Everlast warranty when i bought my cut 60d two years ago the first one out of the box was bad but that does happen some times , but alex sent me a new one out asap . And for two years it has worked just fine , i dont use it every day but it has always worked great until this last month when it popped and died so i called Mike and Alex and maybe that was the key , but anyway i told Mike what it did and he told me what it was so i talked to Alex i sent the unit back to him with a copy of my invoice and warr. and he sent me a replacement unit back and by the way it works great . In closing i work for a welding supply store that sells miller, esab, hypertherm and lincoln products and i will have to say Alex and Mike at Everlast has been as helpful as any of the others at this point. I would hope every one that deals with them has as good a luck as i have Thanks Again

[lugweld]

The Mosfet units are no more, at least we have paired it down to only one basic cutter. The new factory makes them much more reliably than the old with a few improvements, so we have kept it for the price advantage...But a warranty is a warranty.