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Business Profile

Machine Tools

AXYZ Ohio Valley Region, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Machine Tools.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/03/2024

    Type:Customer Service Issues
    Status:
    UnansweredMore 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 contacted AXYZ**** company and explained the issue in words and photos while asking for customer service technical support. I was ordered to purchase a service ticket of $125 for someone to assist me over a phone call. I was assigned a young inexperienced technician who admitted that he was not well versed in the matter so we ended the phone call with his promise to have someone more experienced to assist me the next day. That call never came so I called the technical support a few times and asked again for the service I paid for but haven't received.

    The response came in an email from Y****** B****** - US Service coordinator:
    "I have been informed that you will need a technician at your premises to reinstall your CNC router as well as to provide training on how to use it.
    Consequently, in order to go ahead, please review, answer and provide me with the necessary as per below....
    ...Once I receive your reply, I will provide you with the related quote.

    He refused to call me and discuss 2 simple details to help me troubleshoot the issue and then decide what might be needed. He tried to sell me a multiple times more expensive service while ignoring the first paid request. I explained that I did not need the training nor full system installation that costs 1000's and I reiterated it several times in our email communication that followed over the next several days. He continuously "parroted" his messages to me while ignoring to address any of my questions.

    Our full email communication is available at the request and can not fit in this format.

    While waiting for the service that I realized wasn't coming, I started troubleshooting it on my own and in a couple of days successfully solved the issue by myself.
    This practice is unethical as know the difference between this experience and ones with other companies: LEVIL, CNC Masters, Techno Isel. They provided a full understanding of a problem before offering servicing of components or systems.

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