Complaints

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is about a ****** **** motor controller for a golf cart. I contacted FSIP about my problems with my controller and was transferred to a tech, who I gave all the problems I was having and he gave me some readings to take with a volt meter. The readings showed the tech what needed to be done to repair/refurbish my controller. He advised me to send the controller to the shop, which I did and was received 01/17/23. The controller was sent back to me refurbished with a cost of $518.38. When I installed the controller, nothing had been repaired/ refurbished, the problems were still there. The tech then advised me to send the controller back, which I did on 01/23/23. The controller was returned to me on 02/04/23, and after intalling the controller, again nothing had been repaired/refurbished. I contacted FSIP to ask for a refund for not repairing or refurbishing my controller after two times and they told me that the controller was tested and retested and nothing was wrong. They told me that the problem was in my golf cart. I had no other choice then to purchase a new controller and when I installed this new controller, all my problems were gone, so it is the controller that FSIP was supposed to repair/refurbish.

  Business response

  03/30/2023

  Please see  below response to the complaint:

   

  • End User, ************************* (Account #******* contacted our company in mid-January 2023 and wanted his ****** Controller,  off of his golf cart, remanufactured by us. 
  • He had determined that the controller was the issue.  (We have no knowledge of him taking the cart to be analyzed by a technician to determine the exact issue)    
  • One of our customer service staff members assisted him with completing the paperwork.
  • He shipped the product to us, and we received it 1/17/2023.
  • We fully remanufactured the controller and on 1/19/2023 we shipped the product back to him. (Again we have no knowledge of what was wrong with his golf cart but were asked to remanufacture the controller)
  • ****** contacted us again because he needed assistance with installing the controller because he still couldn't get the golf cart to work properly.
  • Because the controller would not work for him, we provided him an RMA to return it for testing.  (RMA ******)
  • The controller was put through numerous test processes and found to be functional and was shipped back to *************** on 1/25/2023.
  • On 2/1 *************** contacted us upset that it still didn't work.  We transferred him to one of our internal technicians to assist with troubleshooting and it was recommended that he take the cart to a certified dealer to look at because we felt the cart had wiring issues.
  • He felt our technician was talking over his head and stated the cart would run but kept draining the batteries.  We again explained it would not be the controller causing this issue and to please have the cart wiring checked  
  • Because he was persistent and unsatisfied we gave him a full credit for the remanufacturing of his controller invoice on 2/14/2023.      

   

  Our company was not involved in diagnosing this cart to determine the control needed to be remanufactured before it was sent to us.  We provided a remanufacturing service to include upgrading hardware and software of this unit after the user/owner determined it was faulty. If the cart has other issues, it is the user/owners responsibility to identify that prior to sending the unit to us.   

  Customer response

  03/31/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  My controller was said to be refurbished, and after sending it back for the second time to refurbish it, nothing was repaired. The proof is that when I had to purchase a new controller, my cart ran great, proofing that there was nothing wrong with my cart and the so called refurbished controller that they said was, is useless to me. I can't even sell this controller, as I have no idea the condition it is in, just no it didn't work on my cart. I'm asking them to buy back this controller since they are convinced it has been refurbished, make me an offer?
  
  Regards,
  
  *************************

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