Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/14/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased Nova ****************** in December of 2023. Soon after, the machine started giving an error code (Er.04) and would lock up and/or act erratically. Customer service was responsive and their solution was to send a new circuit board with instructions. I would need to remove the old one and install the new one. Once I installed the new one, the machine would not even power-on, it was completely dead. I engaged customer service again, providing detailed pictures of the installed circuit board, and their response was to send a second circuit board once the two defective boards were returned to them. They provided a pre-paid label and I returned both boards. At this point I stated I no longer felt comfortable nor competent to replace circuit boards and I no longer wished to own a new machine that had undergone 'multiple brain surgeries.' They also refused to exchange my machine for a new one. The only solution that works for them is to send me a new board to install even though I have have communicated twice that I will not install it and will return their mailing unopened. At this point, they have both circuits boards and I have their inoperable machine with no circuit board.Since I am refusing to do the work normally associated with a skilled technicians and they are refusing to exchange my machine for a new one, I am hoping for more customer friendly outcome.

  Business Response

  Date: 04/03/2024

  Good afternoon. 

  Please remove ******************************* as Teknatool's contact adding myself with contact information below. 

  ********************* / VP Operations / ************************************** / ************ ************* Line

  In regard to *********************************, we have worked with him in direct relation with our warranty policy as attached. We of course understand the frustration that can come with a defective product. Teknatool holds our product quality to the highest standards. We understand that ******************** would like a replacement. Unfortunately, we do not have the stock to do so at this time being currently oversold by 149 units with our next arrival of machines not until late summer. However, currently ******************** has agreed to send his full unit in for repair as agreed on March 25th. We have offered to send an electrician to his house as he was not comfortable with electronics, this I will add is not our obligation but shows our willingness to satisfy our customer. 

  We have been in constant communications with him and will see his repair though to the end ensuring he has a fully functioning machine. 

  If further notes or information to satisfy this complaint is needed, please contact me. 

  Customer Answer

  Date: 04/10/2024

   
  Complaint: 21429396
  
  I am rejecting this response because:

  This 'repair' is now going on 3 months and has involved over 40 emails and many times I've had to involve a third-party to help me move the heavy machine to accomodate Tekna Tool's repair request.  While the claim is no replacement machines are available, my request to bring my faulty machine to the place of purchase and exchange it for a new one (*which they actively have in stock*) was denied by **********.  This would have been a consumer friendly solution and would have saved me countless emails, phone calls, and time moving a non-functioning heavy machine around.  If I could have replaced this machine instead of 'repairing' it, I would have had a working machine 3 months ago.  As of today, I am going on 75 days without an operating machine.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:03/16/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bough a Nova Comet 14 DR ***** in April of 2022, which includes a 1 year warranty on electrical components. The lathe failed to start up 10 days ago and will not respond to controls. I immediately emailed their service department and got an automated response. I responded to that with all supporting info and pictures of the circuits boards inside of the control panel. I have now emailed them 3 times and called twice with no resolution. They have made zero effort to respond to me. They appear to not be honoring their warranty. A quick ****** search reveals scores of other customers who have had similar problems with getting any response from them. I would never buy one of their products again. I live less that a mile from their headquarters, so I am tempted to drop the boat anchor of a lathe off on their doorstep and do a chargeback on the vendor who I bought the lathe through due to a lack of better options.

  Customer Answer

  Date: 04/03/2023

  I did finally receive a response from Teknatool about a week ago. They sent me a replacement part that solved the issue.