- 5 stars: 0 (0%)
- 4 stars: 1 (100%)
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- 1 star: 0 (0%)
My experience with these fans (bought 2) started out really bad, but ended really well
SUMMARY: the first 2 fans were noisy and one crapped out quickly. This turned out to be from a known, defective manufacturing run. The company bent over backwards to correct the problem, and quickly. Received and installed the replacement fans, and they're quietly still going strong 4 months later. This is a business that wants long-term customers (they've got me now!)
DETAILS:
THE BAD (my letter to AC Infinity):
Very unsatisfied customer, I request a refund for 2 AC Infinity AIRPLATE S3 products and here's why:
Purchased two of these in May 2016, installed them (daisy chained into Turbo Adapter) into media-computer cabinet in June. The cabinet contains a small netbox PC connected to 2TB (powered) Seagate HDD, ATT-Uverse cable box and a couple of smaller , assiciated ATT gizmo boxes. Sonos bridge and ATT router sit on top of cabinet, not in it (cabinet blocked wifi signeal when tested). One AC Infinity AIRPLATE S3 in August for some unknown reason, the other is still working but started making a loud rattling noise about a month ago. I just got around to troubleshooting these (Thanksgiving vacation) to no avail. I pulled them out of their respective cabinet mounts, inspected and dusted them, checked bolts on the frames (none loose). I reinstalled the unit that's still working after applying some padded, double-sided tape on mount frame in attempt to stop the rattling, but it's still loud: the noise is apparently within the unit itself. The dead one seems well and truly dead: doesn't respond regardless of which power source it's plugged into (TV USB, Turbo Adapter...the working unit does work no matter what I plug I into), and fiddling with the H-M-L-O switch. While this isn't a gold-plated super-high-end product, it should last more than a few months. Can you please refund my $49.98 please?
THE GOOD (AC Infinity's reply to me):
I am so sorry to hear that Airplate S3 is not working properly. I apologize for the inconvenience. I will get to the bottom of this right away and have it tested. I will make a note to the Quality Assurance Department and ensure this does not happen again. I have received the approval from management and have arranged for the replacement to leave our facilities by the end of the day via UPS. The UPS tracking number is .... I am sending you a pre-paid UPS Return Label attached with this email to get this product back and have it thoroughly investigated by our Quality Control department. All shipping charges during this process is absolutely free and covered on behalf of AC Infinity. The replacement that will be leaving our facility today will be sure to resolve the issues that you were stating! Thank you for giving us the opportunity to address this matter. Once again, I apologize that this happened. Please let me know if you have any questions or require any additional assistance, I will be more than happy to help. Thank you and have a great day!
Kind Regards,
Tommy Karagias
AC Infinity Inc.
www.acinfinity.com
The above letter was received promptly and was totally accurate: they did what they promised. I received the replacements within 2 days and have had no trouble with them. I highly recommend doing business with AC Infinity. The products I purchased were a good value, and their service was impeccable. The true measure of a good business lies in how they deal with adversity, and AC Infinity virtually gave a 'clinic' on how to turn around a bad customer relations situation! It fits well with our furniture setup. Assembly was straightforward.
