PromoLife

I bought an onx concentrator from these people and it died. So I called them to repair it and they told me to send it to a repair guy in Minnesota somewhere. The repair guy received it and claimed he couldn't fix it without charging me an arm and a leg. Promolife told me it would be a free repair. They completely failed in getting it back for me and the guy kept it, basically stealing it. Promolife did nothing to reimburse me. The yare cheapo crooks, don;t buy from them.

Oh yes dear, you DID sell me an oxygen concentrator that DIED and you told me to send it to another state other than yours to repair it. The repairman said he could not fix it and then told me I had to pay to ship it back to me. You are A LIAR AND A GREEDY POS. I WILL POST THIS REVIEW EVERYWHERE AND PEOPLE WILL KNOW NOT TO BUY FROM YOU. HORRIBLE HORRIBLE CUSTOMER SERVICE AND RUDE PEOPLE. GREEDY POS.

Purchased the promolife pediatric regulator for our oxygen concentrator. That was our first mistake. Their is no way to regulate the oxygen flow with this thing. The ball bounces around so much that you cannot even get an average read on where it's at. I spoke with 2 people at promolife who said that this is an issue with that regulator and that it should be "accurate enough." I returned the item and purchased another from a different company who concurred that this should not be happening. I'm not sure why they are selling this product and where they got the 14 reviews saying it's a great prodcuct! Maybe a few employees spending a couple hours writing them? Anyway, the icing on this cake is the restocking fee of 15% and the original shipping cost on top of the cost to return the piece of garbage. Don't expect to get any satisfaction from the "management."

Chris at Promolife did not tell me when I ordered the kit that contained a tank that i would HAVE to rent a tank for the kit. When I found out that no one would fill it, Chris, who had previously told me I could "more than likely" find someone locally to fill it locally, then told me that I misunderstood him. He insisted that he told me I'd have to rent one.

WHY WOULD I BUY A TANK THAT I DIDN'T NEED IF HE HAD TOLD ME IT WOULDN'T BE FILLED.

Then, I'm told that I have to pay a restocking fee for a return, and pay for shipping. This all occurred before the product was delivered to me. They lied and they tried to get out of it. Way overpriced.

We live in Europe and bought the O3-Ellite ozone generator in mid-2019 following extensive research. Tobias at Promolife was very helpful and accommodating in the process of ordering, i. E. helping me to work out what items were needed. He was not pushy and did not try to persuade me to buy things I didn't need, or to upgrade to a more expensive model, and I give him full marks for that and hope his management reward him.

However, when the items eventually arrived (international shipping and customs clearance is very sloooow) the system was unusable because a small washer (cost: maybe 10 cents) was broken. I tried to find a replacement locally but none of them was able to make the air-tight seal necessary, and oxygen was leaking out at a high rate. I got in touch with Tobias and he sent out a new washer free of charge, but this again took a long time to arrive. The replacement washer makes a tight seal, but now I find there is an oxgen leak from the body of the flow regulator... so it's back to Promolife to see if there's a way of fixing this without having to send the part back to the States and wait for a replacement (but what happens if I accidentally damage the item while trying to fix it?). Both the washer and the flow regulator should have been checked by the QA department and/or the dispatch department, and this makes me wonder whether Promolife is just a small outfit that buys items in from other manufacturers, badges them and sells them on, relying on their suppliers to do the testing and QA.

In summary, it's five months since I placed my order and I still don't have a working product. Much of the delay was due to shipping and Customs, but a fair bit was due to defective parts that should have been checked before they were sent out. This is very disappointing and I would caution potential customers about this.

I purchased some ozone products from promolife for my mother who was suffering with terminal gallbladder cancer. A couple of days after i placed the order my mother died. Obviously other more important matters overtook some ozone oil and i forgot about it. Once the shock wore off i realised i had never received the goods. Checking the tracking it says they were delivered (but clearly not to me!). Promolife want me to chase around my town to find the address where it may have been delivered over an hour before the driver usually gets to my house. Utterly ridiculous and totally clueless on their part. I'm told Promolife aren't responsible for products once they have been despatched. That should make anyone think twice before purchasing an expensive generator from them. A family member is now taking their generator purchase to a competitor. Terrible customer service. No interest in aftercare. To be avoided at all costs.

I keep track of how much time I expend after Ive paid for a product that develops a problem:
A) to find the right person to speak with in customer service about the problem
B) to explain to the CSR what the problem is without being interrupted or told this has never happened before when this happens, I have to start all over again

Oftentimes, I have to explain the problem again because the CSR thinks they know what the problem is before Ive finished explaining it, or they answer a question I did not ask! [This is a recent phenomenon in our culture.] In which case, I have to start all over again. The fascination with speed that many CSRs have, that Ive encountered, negatively impacts overall customer service satisfaction. Problem-solving without listening is asking for trouble.

So I keep track of my time and what I have to go through to [hopefully] have a problem resolved. I also note when it reaches a point of diminishing returns, as it did with Promolife.

WHAT A GOOD BUSINESS THAT PUTS THE CUSTOMER FIRST LOOKS LIKE
They also take into account what youve purchased in total from their company, and how long youve been buying from them.

MOST RECENT EXPERIENCE WITH PRODUCT MALFUNCTION [May 9-10 2016]
In December 2015, I purchased a TDP Lamp [$129] from Promolife, located in Fayetteville, Arkansas. Not only did I purchase a TDP lamp but three heating pads of various sizes. The total was over $329.00 for all items.

On May 8, the lamp stopped working. The company was not open when the lamp malfunctioned, so I called the next day.

After my three calls to Promolife, and then their call to the manufacturer, it was suggested that the lamp stopped working because a fuse had blown. I was directed to open up the plastic housing under the lamp and replace the two fuses. Two fuses were included when the lamp was shipped. Do you assume blown fuses are a problem with this lamp? I do now.

When I opened the plastic housing under the lamp, I saw to my horror that the components of the lamp were a jumble of wires. Nothing had a place where it fit comfortably so as not to be compromised or have its function impeded once the heavy plastic housing was shut and screwed closed.

What had happened was this: one of the fuse holders was misshapen and I could not extract the fuse to replace it. It looked as if when assembly was completed that the jumble of wires was pushed into the housing and this one fuse holder was compromised.

The compromise happened because behind this fuse and on the plastic housing was a liquid which looked like something had melted.

I asked the CSR if she had seen one of the plastic housings of the lamp I was referring to; she had not. So not having seen the housing, she had no visual of the manufacturers shoddiness when assembling the housing with the jumble of wires. And what potentially could happen when wires are shoved haphazardly under a heavy plastic housing.

Yes, I took pictures and sent them to the CSR.

HOW DO YOU TABULATE YOUR TIME?
AND WHAT VALUE DO YOU PLACE ON YOUR TIME?
It took time for all my telephone calls, the cost of those calls, my emails to, and answering emails from, Promolife, taking pictures, emailing the pictures, and yes, lets not forget, going without the product.

When I calculated the costs of all of the above, I realized I had reached a point of diminishing returns with this purchase. This is an important concept to consider as a consumer. Is the company asking you to spend more of your money on something that is covered, in this case, by a 6 month warranty, which has the word limited in it, by the way, which is biased in favor of the company? And further, is the fault of the manufacturer.

I believe the answer in this case is YES.

ASKING FOR A REPLACEMENT LAMP
I asked for a replacement lamp as it was still under warranty. I was told NO. I was told that I had to ship it back at my expense! The lamp weighs 12 pounds.

I responded that given how the manufacturer assembled the housing of this lamp, I didnt trust that the same thing would not happen again, and asked again that a new lamp be shipped to me.

Promolife said NO. I had to pay shipping there [about $15], and they would pay shipping back; this was their idea of a compromise.

ADDITIONAL COSTS
So now in addition to all of my time, my costs, the time of the CSR, the CSRs supervisor, the manufacturer Promolife was asking me to spend more money with a product under warranty. I would have to package the lamp, drive to the Post Office, drive back home. Then you have the cost of the package being received, the paperwork found, the repair person understanding what has to be done, the repair, and repackaging to reship. It would have been more efficient and cost effective to have a new lamp shipped to me.

What kind of a company insists that you throw more money after bad? Especially on the heels of how the housing under the lamp was a jumble of wires asking for a malfunction. When they had photographic evidence of the misshapen fuse, it should have stopped there and a new lamp should have been shipped as my lamp was still under warranty. However, Promolife said my warranty didnt include parts.

But the part was damaged by the manufacturer. And, the shoddiness of the housing is the issue here along with the warranty, as well as my concern that the same thing will happen again. Lets face facts: the manufacturer is suddenly not going to reconfigure the housing and place wires out of harms way.

NO ONE MENTIONED THE MANUFACTURERS SHODDINESS
It would have been different if Promolife had been concerned about the shoddiness of the manufacturer from whom they purchase these lamps, and wanted it back for evidence, or maybe to evaluate if they should purchase from another manufacturer. Or had taken a lamp apart to see to what I was referring. No. They were focused on fixing it, incurring more of my time and theirs, let alone mailing expenses, the time of the person to fix this etc etc.

From a customers point of view, this is penny wise and pound foolish.

From a customers point of view, this is also not good customer service, especially since they had pictures of the bent fuse I sent and the jumble of wires in the housing.

Common sense as well as economic sense seems to have flown out a window. Do the math, and put a dollar amount for all the time costs outlined in this review. And do it for anything like this that you encounter in the future.

It was particularly galling when the CSR wrote back: The estimated shipping cost will be around $15 USD which is all it will cost to get your lamp repaired and delivered back to you.

THIS IS NOT ALL IT WILL COST ME
And this is not all it HAS cost me.

Then it occurred to me: If Promolife believes this is all it will cost to get your lamp repaired then theyve left the customer out of the equation, havent they?

Businesses with these kinds of blinders on shouldnt be in business.

And, businesses should be familiar with their products and how theyre assembled, as well as potential hazards that might prompt customer complaints and returns.

A warranty is a warranty. Mine expires June 15. The date of this interaction with Promolife was May 9-10. Its not only the issue of the warranty, but also the shoddiness of the manufacturer which is the pink elephant in the room that Promolife doesnt want to talk about.

Because that means Promolife might have to place the reins on their profit margin and think.