Reviews

Review Details

• Review fromCarson S

  Date: 01/14/2023

  1 star

  Carson S

  Date: 01/14/2023

  My purchase of a BIT ELD-HS was one of the worst interactions I've ever had. When I did receive the unit pretty quickly but the ELD wouldn't stay connected to my Ford F-250. The ELD would get hot to the touch, LED light would turn purple, and it would stop logging. I contacted support several times via the provided app for iPhone. I received automatically generated responses with no real solution. When I called in there was no support available after hours. Who sells a mandated product to a 24/7 operation with only banker hours tech support? Email assistance took days in between each email and it seemed like it was a different person that I was talking to for every back and forth because they all wanted me to try the same stuff that was tried several times in the previous interaction. I was finally able to get authorization to return the ELD for them to look at and repair but by this point, I had no other choice but to ask for a refund as it was still less than 30 days since the purchase. As a commercial motor vehicle, I'm only able to operate without an ELD for 8 days before I violate federal law so waiting for them to look over my unit before sending me another unit showed they have no regard for the regulations that require the use of the product they sell. I mailed the ELD back to them and they only refunded the unit price. I'm still waiting on a response as to when the shipping will be refunded. I've sent two separate emails over the last two weeks and have heard nothing. I will continue to reach out to them and escalate to a complaint or dispute the charge on my credit card if the need arises.

  Blue Ink Technology, Inc.

  Date: 01/31/2023

  We are sorry you had a bad experience with our ELD and that we were unable to resolve the issue within the allowable 8 days for ELD malfunctions. We are usually able to resolve ELD issues within that time frame to keep our drivers on the road legally. Please know that upon reading your review, we did a thorough investigation to see where we can make improvements to our systems, processes, and training around customer support.
  Handling ELD issues takes longer through email than it does over the phone because of the back-and-forth nature of troubleshooting and testing. We understand that you initially attempted to reach us by phone outside of business hours and then switched to email. Those email exchanges were slow to provide helpful information and a solution. When you did reach out by phone during business hours we were able to quickly get the relevant details and offer an exchange, but by then it was outside of the 8 day time frame.
  While we understand the desire for 24/7 support, we do not have the night or weekend call volume to merit a larger support team or expanded hours. We instead focus on the quality of help provided by our US-based tech support team. We don’t advertise 24/7 support and our hours are posted on our website.
  We further understand that you would wish to have your shipping cost refunded, however it is not our policy to refund shipping unless there was an issue with the shipping itself. Your review and our tracking indicate that your order was delivered as promised.