I would go knock on their door.....
Canadian Production & Sales Office
Audiophile APS Inc.
24 Hume St.
Plattsville, ON
N0J 1S0
Phone: (226) 240-0336
Bad experience with PurePower of Canada
This is my first post here in a long time, and I seriously considered not writing it, but the situation I'm about to relate to you has reached a crisis point, and I feel like I have little choice now but to call a manufacturer out in public for shockingly substandard customer service.
The company in question is Canadian firm PurePower, maker of an acclaimed line of AC power regenerators. I've owned their APS 1050 for several years now, and until recently it functioned flawlessly and made a decent improvement to my system's sonics. However, at the very beginning of June, a power surge blew out the input side of the unit and made it nonfunctional. (Interestingly, my other regenerator, a Chinese-made Dussun, escaped unscathed.)
I called PurePower and spoke to a gentleman named Damian. He gave me a repair quote over the phone and told me to send the unit in. It arrived at PP's Niagara Falls facility on 6/11/15. Damian said it would be a quick repair and would be back to me within a week.
Real long story short, by the middle of July, I had yet to receive my unit back. PP stopped answering my phone calls and emails and repeated requests for a tracking number. Damian's story had changed any number of times over the month PP had my 1050. First he said, "It's going out tomorrow" (that was around the 16th-17th of June), then "It has gone out" (he told me that a couple of times), and then "It's at UPS" (his penultimate lie). Having finally exhausted my patience, I threatened to take this whole thing public and consider legal action if I didn't get a straight answer. Only then, less than half an hour before my deadline to him, did Damian return my call. He said that the company had been on vacation for the past two weeks (though this wasn't reflected on their answering machine or their email, and he even admitted he had been in the office several times during the break). He said the unit was fixed and would go out Tuesday, July 21. Again, he promised me a tracking number.
As of today, July 31, I still have not received my 1050, and the company again is not returning emails. In fact, even more disturbing, their phone number is now out of service. What bothers me most of all, they cashed my check three weeks ago, and I have NOTHING to show for my expenditure. I'll stop short of calling it outright theft, but it sure feels like it.
I am now afraid that I won't see my unit again anytime soon, if ever. It's hard for me to tell if this whole saga is the result of PurePower's utter incompetence or something more malevolent. But, whatever it is, I feel seriously taken advantage of. As I've said, it wouldn't be quite as much of an issue had they not already cashed my check, but the fact that I did my part and paid them and they've completely reneged on theirs--and now refuse to answer inquiries . . . well, that pisses me off. And it won't stand. That's why I've taken to forums like this one to warn fellow audiophiles about PurePower's antics. After doing some research online, it seems that I'm hardly the only one to complain about their customer service in the last few years.
I hate to resort to a post like this, but the audiophile public deserves to know when a manufacturer clearly doesn't do right by its customers. And this, to me, is a case in point. With any luck, this situation will be resolved in my favor and I'll get my 1050 back, but until then, I'm damn well going to let my voice be heard. By its shoddy behavior, PurePower has forced my hand.
P.S. If anyone can suggest any consumer-rights organizations I can contact, I'd appreciate it. I've already reached out to the Ontario Ministry of Consumer Services, but have yet to hear back from them.
The company in question is Canadian firm PurePower, maker of an acclaimed line of AC power regenerators. I've owned their APS 1050 for several years now, and until recently it functioned flawlessly and made a decent improvement to my system's sonics. However, at the very beginning of June, a power surge blew out the input side of the unit and made it nonfunctional. (Interestingly, my other regenerator, a Chinese-made Dussun, escaped unscathed.)
I called PurePower and spoke to a gentleman named Damian. He gave me a repair quote over the phone and told me to send the unit in. It arrived at PP's Niagara Falls facility on 6/11/15. Damian said it would be a quick repair and would be back to me within a week.
Real long story short, by the middle of July, I had yet to receive my unit back. PP stopped answering my phone calls and emails and repeated requests for a tracking number. Damian's story had changed any number of times over the month PP had my 1050. First he said, "It's going out tomorrow" (that was around the 16th-17th of June), then "It has gone out" (he told me that a couple of times), and then "It's at UPS" (his penultimate lie). Having finally exhausted my patience, I threatened to take this whole thing public and consider legal action if I didn't get a straight answer. Only then, less than half an hour before my deadline to him, did Damian return my call. He said that the company had been on vacation for the past two weeks (though this wasn't reflected on their answering machine or their email, and he even admitted he had been in the office several times during the break). He said the unit was fixed and would go out Tuesday, July 21. Again, he promised me a tracking number.
As of today, July 31, I still have not received my 1050, and the company again is not returning emails. In fact, even more disturbing, their phone number is now out of service. What bothers me most of all, they cashed my check three weeks ago, and I have NOTHING to show for my expenditure. I'll stop short of calling it outright theft, but it sure feels like it.
I am now afraid that I won't see my unit again anytime soon, if ever. It's hard for me to tell if this whole saga is the result of PurePower's utter incompetence or something more malevolent. But, whatever it is, I feel seriously taken advantage of. As I've said, it wouldn't be quite as much of an issue had they not already cashed my check, but the fact that I did my part and paid them and they've completely reneged on theirs--and now refuse to answer inquiries . . . well, that pisses me off. And it won't stand. That's why I've taken to forums like this one to warn fellow audiophiles about PurePower's antics. After doing some research online, it seems that I'm hardly the only one to complain about their customer service in the last few years.
I hate to resort to a post like this, but the audiophile public deserves to know when a manufacturer clearly doesn't do right by its customers. And this, to me, is a case in point. With any luck, this situation will be resolved in my favor and I'll get my 1050 back, but until then, I'm damn well going to let my voice be heard. By its shoddy behavior, PurePower has forced my hand.
P.S. If anyone can suggest any consumer-rights organizations I can contact, I'd appreciate it. I've already reached out to the Ontario Ministry of Consumer Services, but have yet to hear back from them.
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- 62 posts total
@falconquest the two addresses advertised on their purepoweraps.com are probably bogus addresses. One lawyer told me that Niagara Falls address is a UPS location. Their real address might be here (but then again, they may not actually have any office at all) http://canada411.yellowpages.ca/bus/Ontario/Cambridge/Audiophile-APS-Inc/6986565.html?what=519624973... 100 Sheldon Dr, Cambridge, ON N1R 7S7 This site is also illuminating:http://www.markhound.com/trademark/search/d26bmXlJQ |
Here are just a few examples of PurePower constant delay in shipping me a ’fixed’ unit June 23, 2017, which is 2.5 months after I sent back their units due to buzzing noise. On Jun 23, 2017, at 2:14 PM, Richard Janzen <richard@purepoweraps.com> wrote: On November 14, 2017, still nothing from PurePower, except this, now from Damian Janzen. On Nov 14, 2017, at 10:49 AM, Richard Janzen <richard@purepoweraps.com> wrote: On April 1, 2018, still nothing from PurePower On Apr 1, 2018, at 11:47 AM, Richard Janzen <richard@purepoweraps.com> wrote: |
Richard, your attempt at blaming your unit’s buzzing noise on solar inverter is probably b.s. Google shows this: Your solar system will turn off at night as there is not enough sunlight to sustain operation. Once the solar radiation is high enough the inverter will start to operate automatically again each morning – it will start off with a self test before feeding the grid with electricity. But that’s really besides the point. Your statement about ’making demand .. ’ is ridiculous too: Why did you make demands on the manufacturer that tried its very best to fix a problem we didn’t create? I made no demand on you other than going out of my way repeatedly, wasting my time testing this and that for you, thinking that I am helping a small company to solve a problem affecting their equipment, so that they can survive in this highly competitive hi-end audio gear market. That, of course, was when I was still foolish to believe in that PurePower was a legit business. My correspondence to you on May 11, 2018 made it very clear to readers around the world that I made no blames nor demand anything from you, other than helping you and giving you multiple chances to fix the buzzing noise.
And finally, your outrageous claim OUT OF THE BLUE, that you would have to ’sell MY unit’ in order to refund me my money, and that b.s about unable to refund through PayPal, credit card, etc, and about sending me a check. On Jun 19, 2018, at 6:59 AM, Richard Janzen <richard@purepoweraps.com> wrote: |
Richard, regarding your email subject: "Why we need a new way to resolve your refund issue" No, we don’t need a new way to resolve my refund issue We just need the old fashion way - manufacture/distributor receives the returned unit, manufacture/distributor immediately refunds the customer his/her ’100% money-back guarantee’ money. |
- 62 posts total