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:02/21/2024

  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 bought a brand new Power Probe Tempkit unit. I also ordered a new Power Probe #2 sensor. I received the units. The probe #1 connects and shows the temperature. The power Probe #2 will connect but not show the temperature. I called tech support with Power Probe. The representative told me that its a bad power probe #2. So I got a another Temp sensor #2. Received it and it will not work either. I called Power probe tech support 2/20/24 at 9:20am. ******* told me they are aware of a serious issue with the power probes #2 not connecting or displaying temperature. He said they have had a lot of complaints. He wanted me to create an RMA but stated I WOULD HAVE TO PAY THE SHIPPING BACK TO THEM! He said he needed them back so they could figure out what the issue is with their manufacturing. I haven't even owned this unit and sensors for a week yet. Why would I have to pay ANYTHING for defective equipment that they know they have issues with! This is ridiculous. The shipping would cost over half of what the product cost me!

  Business Response

  Date: 02/23/2024

  Our technical support team is responsible for providing as much information possible over the phone, or email with the goal of answering all the questions our users may have about any Power Probe tool products. If they determine that there is a defect in the tool(s), we have a process for warranties and no warranties in place that requires the customer to initiate it on-line by creating a RMA (Return Material Authorization) number, then ship the defective tool to our location in ********* ** (at the customer's expense) and provide a purchase receipt. This is the same process for everybody and works very well. Our quality manufacturer defects are less than 1% (very low in the industry) and we always try to lower it even more. Our loyal clients are the best reference for the quality of our products and quality is precisely why Power Probe products are successful in the global markets. Also, most of our products have a 2-year warranty and the only way we can verify it, is with the purchase receipt (Proof of purchase). 

  To resolve this, I can send a shipping label to ********************, so he doesn't have to pay for any shipping cost, but we always need the defective tool(s) back, before sending a new tool (if covered under warranty).

  ******************** must create an RMA# by going into our website: www.powerprobe.com/ support/ warranties and repairs and share that number with me via text or call me at my cellphone: ************ so I can prioritize the process and expedite it for him. 

  Please let me know if there is anything else needed to resolve this complaint.

   

  Best regards,

   

  *********************;

   

   

  Customer Answer

  Date: 02/23/2024

   
  I am rejecting this response because:  I have created an RMA# ******* on February 19th which has gone unresponsive and not approved.    I also want to know if I am to Send the TempKit Unit with the #1 probe, and also send the #2 probe I bought as an accessory too?    I look forward to the shipping label.   I have receipts for both items I just recently bought.    #2 probe will not show temperature at all.
  
  

  Business Response

  Date: 02/23/2024

  Thank you for sharing the *** number, that's all you needed to process your claim. 
  Our records indicate you have provided the purchase receipt for the Tempkit in your *** and we have approved it on Feb-21st-****. I can offer to ship you a new Tempkit and a new #2 Thermo sensor, without returning any damaged tools to us, so we do not delay to resolve this case any longer. If you accept, please reply and we will provide the tracking number through the *** portal ( you will receive notifications to the email on file).

  Wait for your answer. 

  Thank you. 

  *********************;

   

   

  Customer Answer

  Date: 02/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you.