I took advantage of what sounded like a neat deal, a Certified Pre-Owned PowerHouse for $319 with free shipping. Upon receipt, I noticed that it would not charge. I had to put pressure on the cord for the blue power light to start, so this is defective right out of the box. “CERTIFIED” Pre-Owned. I contacted support and asked for a replacement. They asked me if I would try a new power source first. A good company takes care of things right away, but they wanted to play around and try this other option first, not accepting fault. This was ordered June 19. I received the new power supply and sure enough, the fault is in the unit itself, not the power supply. Frustrated, I asked to return it for a full refund. If these are supposedly fully refurbished and “good as new”, CERTIFIED, what trust do I have that the next one will be ok and with just a 3 month warranty? I don’t feel good about it any longer. I want my money back so I can purchase a different brand. Telling them this, they decided to retaliate and I received this email:
Dear Eric S,
**Thank you for your response. **
**I understand your frustration in this case, but I am sorry to say we are only able to offer replacements at this time, and cannot issue a refund. **
Again, I am truly sorry for the disappointment, and I hope a replacement will meet your needs. If there was more I could do in this case, I would.
We will issue a replacement to you after we receive the return package, and am looking forward to your response.
AnkerDirect Customer Support
Before, the emails were about how they “stand behind their products” and “please give us another chance to wow you”, but now it’s basically, we got your money, too bad, so sad, you can only accept another potentially defective “certified pre-owned” product. Best of luck to you.
This is pretty poor customer service from a company I used to respect. Be warned! I am going to escalate the email to management to see if they decide to stand by their website which reads:
30-Day Money-Back Guarantee for Any Reason
You may return your undamaged product and packaging within 30 days of purchase to receive a FULL REFUND for any reason. If the reason for return isn’t quality-related, the customer must pay the return shipping costs.
If anyone wants to see screen shots of the full email convo, let me know.