I purchased a Humless gnerator unit about 2 years ago but didn't take it out of the box until August of 2017. I took it out, charged it fully, and then it wouldn't output power. It kept showing on the screen that it was still charging. I plugged an electric tire pump into the cigarette lighter outlet to see if it would power it up, but it did not. When I went to take the cord out of the cigarette lighter outlet on the Humless unit, the entire outlet popped out of the unit.
I took the Humless unit to their Lindon headquarters and spoke to Atholl. I explained what happened, and he confidently said that they would fix it because that shouldn't have happened that way.
A few weeks later, I received an email from their customer service representative Derek stating "I just came across your unit in my stack of units that are customer returns. Can you give me a call so that I can get a better idea of what is wrong with your unit? There was only a yellow post-it note on the outside of your box with just your name, phone number, and email address."
I explained the issue to him and he said my unit was out of warranty and that I would have to pay $370 to fix it. When I pushed back on this and explained that it did not work the first time I took it from the box, he brought up a new reason for not covering the repair. He now said "both short side casing panels were dented and pressed in, one of the bottom corners was dented and gouged, there was an outward dent to one of the long sides, and the AC outlet was slightly depressed on one side and askew." I couldn't believe it! When I dropped off the unit, the outer casing looked brand new. It had only been in my house and in my RV. It was never taken outside and it was never dropped or treated roughtly. He said that he heard from Atholl that I had taken it camping, as if he was trying to find an reason that he could push the blame back on me for the damaged unit. I explained that I had only taken it in my RV and that it was sitting on the floor behind one of the seats the entire time.
It is very probable that the unit was either dropped or damaged while in their possession, or they have mistaken which unit I brought versus which unit another customer sent in for repair. That latter is most probabe, especially since there was only a sticky note on the unit with my name on it that identified which unit was mine. However, they will not yield on their position that I must pay either $370 or get the unit back in the current damaged condition.
Basically...
I dropped off a unit that was faulty.
They had no process or policy for documenting the condition of the unit when I dropped it off.
I trusted that they would fix it, becuase that is what their head sales person told me.
The unit was somehow damaged while in their possession or mistaken for someone else's unit, but I can't prove it because it is my word against theirs.
They are calling me, their customer, a liar.
I will never do business with this company again. If you choose to purchase their products, do not trust that they will help you if there is a problem. Test the product immediately, and then document everything before and during any interaction with them. Their customer service philosophy is that the customer is wrong and lying, so interact with them at your own risk.
Humless Reviews
I purchased a Humless gnerator unit about 2 years ago but didn't take it out of the box until August of 2017. I took it out, charged it fully, and then it wouldn't output power. It kept showing on the screen that it was still charging. I plugged an electric tire pump into the cigarette lighter outlet to see if it would power it up, but it did not. When I went to take the cord out of the cigarette lighter outlet on the Humless unit, the entire outlet popped out of the unit.
I took the Humless unit to their Lindon headquarters and spoke to Atholl. I explained what happened, and he confidently said that they would fix it because that shouldn't have happened that way.
A few weeks later, I received an email from their customer service representative Derek stating "I just came across your unit in my stack of units that are customer returns. Can you give me a call so that I can get a better idea of what is wrong with your unit? There was only a yellow post-it note on the outside of your box with just your name, phone number, and email address."
I explained the issue to him and he said my unit was out of warranty and that I would have to pay $370 to fix it. When I pushed back on this and explained that it did not work the first time I took it from the box, he brought up a new reason for not covering the repair. He now said "both short side casing panels were dented and pressed in, one of the bottom corners was dented and gouged, there was an outward dent to one of the long sides, and the AC outlet was slightly depressed on one side and askew." I couldn't believe it! When I dropped off the unit, the outer casing looked brand new. It had only been in my house and in my RV. It was never taken outside and it was never dropped or treated roughtly. He said that he heard from Atholl that I had taken it camping, as if he was trying to find an reason that he could push the blame back on me for the damaged unit. I explained that I had only taken it in my RV and that it was sitting on the floor behind one of the seats the entire time.
It is very probable that the unit was either dropped or damaged while in their possession, or they have mistaken which unit I brought versus which unit another customer sent in for repair. That latter is most probabe, especially since there was only a sticky note on the unit with my name on it that identified which unit was mine. However, they will not yield on their position that I must pay either $370 or get the unit back in the current damaged condition.
Basically...
I dropped off a unit that was faulty.
They had no process or policy for documenting the condition of the unit when I dropped it off.
I trusted that they would fix it, becuase that is what their head sales person told me.
The unit was somehow damaged while in their possession or mistaken for someone else's unit, but I can't prove it because it is my word against theirs.
They are calling me, their customer, a liar.
I will never do business with this company again. If you choose to purchase their products, do not trust that they will help you if there is a problem. Test the product immediately, and then document everything before and during any interaction with them. Their customer service philosophy is that the customer is wrong and lying, so interact with them at your own risk.