(02-16-2014 01:06 AM)Regular Joe Wrote: Johnny, are you talking about customer support from HDM or #14?
According the the chat rep, HDM uses (outsources?) vendor 14 for their customer support. I used the HDM website chat feature and the chat rep stated she. and those who answered the customer support number listed on the HDM Support page are contracted by HDM to provide customer support, but only if the item is purchased from vendor 14 or directly from the HDM website. Here is a partial transcript of the conversation;
Julie: Ok, do you know what company you purchased the Z1 from?
Me: "vendor 1"
Julie: Ok, I would suggest calling them directly and explaining the issue you were having. They will be able to assist you
Me: So you don't provide support?
Julie: We are another dealer for the Z1 in NJ
You need to contact the company that the machine was purchased from
Me: I thought your company was the manufacturer.
Julie: No I'm sorry, we are the call center for the manufacturer.
Me: How do I contact the manufacturer
Julie: There is no way to contact them directly, again, you have to contact the company you purchased the machine from.
Me: Your folks sent me this in an email "If you experience problems with your unit, a great first step is to consult the Frequently Asked Questions section on the HDM website. If you find no resolution there, please give us a call toll-free at 1-855-HDMUSA9"
Julie: I'm sorry but again, we are not the manufacturer, we can not take the machine back. The responsibility for your machine is with the company you purchased it from, vendor 1.
Me: So you don't provide warranty support?
Julie: If you purchased the machine from our company, "vendor 14", we would be able to help you. But since you purchased the machine from "vendor 1", they would be the company you contact for warranty support
Me: the website I'm on right now, chatting with you is "hdmusa.com/support/"
Julie: Correct, the manufacturer selected our company to take their calls. However, again, we are not the manufacturer, so we can not take the machine back unless you bought it from our company. You need to contact "vendor 1"
Me: So if I had bought the machine from you, you would address the issue?
Me: And you're the designated HDM rep for their support website?
Me: But you don't provide support for HDM products?
Julie: We assist with purchasing and product information, but if there is an issue with a machine that was purchased, the customer needs to contact the company that the machine was purchased from.
Me: If I call the "Support by Phone" number on this webpage 855-HDMUSA9, am I going to get the same level of support?
Julie: The HDM phone number also goes to our company. Again, you need to contact "vendor 1" at 1-800-xxx-xxxx, for warranty support if the product was purchased through their company