ComplaintsforRoyal Power
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Complaint Details
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Initial Complaint
11/28/2023
- Complaint Type:
- Product Issues
- Status:
- Unresolved
Order **** April 21,2023 Item defective, returned Sept 2023 - Rec'd by company Sept 22,2023 Was not repaired, replaced, or refunded. No contact sinceBusiness response
12/15/2023
We can only offer a replacement once the model is back in stock in 2 weeks.Customer response
12/15/2023
Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. [I do not trust this company to resolve this matter, they have continually not responded to my emails or calls. A replacement unit also does not address the $99.00 cost of returning the original unit. I expect to be refunded in full.] Regards, **** ****** ******* ******Business response
12/15/2023
The unit was deemed faulty by user. Which voids the return shipping, usually that voids the warranty as well. Please be reasonable.Customer response
12/15/2023
Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.This was the last email I received from the company after returning the unit:-- On Sep 28, 2023 6:07 PM, "******************" <***********************> wrote:Hi ****,It will be tested on Tuesday and we will provide an update. -- (end email)I will be reasonable and accept a refund of my purchase price (although I believe the return cost should also be covered under warranty as the unit never functioned as stated).I offered to accept a repaired or replacement unit months ago - even stating that one with a lower current rating would be ok. I have been more than reasonable, but no longer interested in doing any business with this company.Please refund the purchase price to my ****** accountInitial Complaint
03/29/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
We order an inverter and then we had issues with it and so they said to ship it back and it was deeemed as faulty so they sent a new one. Within a week the new one failed and I have emailed and tried calling numerous times without any responses. I have rest the unit as well disconnecting it for 24 hours. The unit isn’t working properly it detects utility power and then fails so anything connected to the unit will not function. Once it’s on battery it works then back on utility it works and fails. If I tap the outside of the box of the unit any devices connected turn on briefly then turn back on. Tapping the box helps it detect utility power. Obviously something if faulty as this was similar symptoms to first time as well. We were looking for a response from Royal Power but haven’t received anything.Business response
03/30/2023
we sent a replacement that was tested before going out. If would like to send it back for testing we can evaluate the issue, if the damage was done by the customer due to setting it up wrong we will not be able to send a 3rd unit.Business response
04/10/2023
YesCustomer response
04/12/2023
Hi,
I tried to call but it rings twice and then cuts out. Is the phone still out?
Initial Complaint
02/06/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
We purchased a power inverter PIC3000. from Royal Power. The original product that was received did not work so we sent it back to the company and it took over a month to receive a replacement. The replacement worked for a period of time and it stopped woriking. We notified the company and after many left messages without response. We finally got them on the phone and they instructed us to remove the cover and remove and check all the glued in fuses. We were concerned with regard to removing the glued in fuses and they told us no worries that if the board gets damaged in the process that they would repair it. We did as they instructed and checked confirmed that the fuses were all functional. The company said to send back the unit *** ********* and they would repair or replace. We sent back the product expedited ***** and its been more than 10 months and the company has not returned the unit. When we called, they said that they were returning the unit and emailed us a *** tracking labe* ****************** that we received via emal and then they canceled the label. We called their distrbution ctr ** ***** *** *********** ** where we sent the unit and spoke to Natalie *** ******** who said that RoyalPower owes them rent money. RoyalPower goes under ************ *** ******* *** *** ********* ******* *** ******* ****** ****** ****** ************* **** *************** Other names*************** ****************** ************** **** *** ********Business response
02/22/2023
We determined after testing that the unit malfunctioned do to surge of power from the dc connection. If the machine is damaged due this type of external facture it is not covered under warranty.Customer response
02/22/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 19341417, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Julie Mezrow
This is not what the company told us 6 plus months ago and it’s not what they said on a recorded line conference call with Amazon. Amazon said that they are no longer doing business with this company because of all the issues. Lastly, this company told us and emailed us a UPS tracking lnumber that they were sending back a functional machine but they never did so. We will be happy to forward that email to the BBB with the tracking number. They had a send back the power inverter via expedited mail and have failed to return it After assuring us that they would do so.Business response
02/24/2023
This customer has called several times issuing threats about filing false negative claims against us. We consider this particular case to be a customer harrasing us despite their miss-use of the product.
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Customer Complaints Summary
3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.