Complaints

• Initial Complaint

  09/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a mechanized picture frame in December 2021, sending the deposit on 12/15 and was told it would take 10 to 12 weeks. I checked in in January and on 1/26 was told that the back box was on the way to powder and frame was in production. On 2/24, I checked in and then was told they were waiting on the art and frame, after being told that the frame was in production on the previous email. On 2/25 they emailed and said that the frame molding had now been discontinued...2 Months after I ordered the frame. They say at this point they are looking for replacement options.3/19 they send me an email with new frame option saying it was coming from *****.3/29 I ask for update and am told that the frame is being shipped from ******* and shipping is more expensive, but they wont charge me for delays!?4/20 I ask for an update and am told the frame cam in damaged and the supplier is not responding.4/26 am told that supplier is sending more pieces out.5/11 am told that new frame came in and will get it shipped that week.5/24 I ask if it got shipped, 5/25 am told it finally got shipped, which it did that day after I asked as I found out when it arrived.5/26 My original card was declined when they tried to use it for the balance. I called them to give them a new number as I'm not going to email it to them as right after I did that the last time is when I had to replace it due to someone getting the numbers. I never get a call back from the person they told me to call.6/1 - I finally am able to open box and the back box is bent. Email them and am told I can just bend it back. I have my contractor bend it when I install in opening and it seems okay. I hand the frame and plug it in and it malfunctions so I call and leave a message. Don't hear anything until 6/9 when I get a phone call from a gentleman with the company who tries to walk me through it, but cant figure it out, so he sends me a new circuit board on 7/5.I'm out of space, please call me!

  Business response

  10/03/2022

  I am not sure what information you need.  The Client ************************* bought a custom VisionArt.  VisionArt is a motorized art piece with custom frame and art that surrounds your TV.  We made a metal back box that mounts in the wall and client has to install it along with the TV.  Our VisionArt mounts directly to that back box.  The control of the motor is done through a control board.  Client is responsible to connect to that board via rs 232.  We tested the unit several times prior to sending it.  Every thing was delivered.   Later the Client said that the control board is not working, we tested another board and sent it to him.  No client claims it is not working.  Client has admitted that he is not in the audio video industry.  We have asked him to return one or both of the control boards without any response.  We would like to test them and see what is happening.

   

  We are trying to work with him, but unable to identify the issue.  We have advised him to hire a qualified AV person to help.  Our normal business model is selling to AV dealers to install and communicate to board.  Client bought unit and is unable to perform the connect/ communication to control board properly.

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