Baumr-AG BP-DH90

Hi Cory, We are disheartened to read about your experience with your purchase and the subsequent support from our team.

Upon further checking, we found that our customer support team has been actively assisting you with this issue. We have already dispatched a replacement part to resolve the problem with your dehumidifier. Our customer support team forwarded your case to our technical department to ensure a thorough assessment and the correct resolution.

We aim to provide the best possible service and ensure your complete satisfaction. If you have any further concerns or need additional assistance, please do not hesitate to contact us directly.

Kind Regards, Jay

Gday Jay, As you would be aware, I did agree to replace the part as I really need the dehumidifier to be working to do the job I purchased it for. As you would be further aware the replacement part has not worked and I have made contact for a refund. I was informed by Darren that I would not receive a refund and that Edisons reserves its rights to replace this unit or fix it. Further that this process may take another 2 weeks.... I purchased this unit for a reason, and I am still suffering water damage in my house and I have $1649 tied up in a dehumidifier purchased from your company that does not work. It arrived and has not worked from the moment it turned on. Ive had nothing but the run around from Edisons and still do not have a working unit going on 2 weeks after purchasing it. Ive had to lodge a complaint with Fair Trading to try and get my refund, worse I have to hire a unit from a local distributor and its now cost me much more than it should have initially - their website quoted why hire when you can buy a German made quality unit. Well my experience is that it was poor quality and the customer service even worse. Imagine if they'd just said geez sorry the unit doesn't work we've despatched another unit please put the non operational unit on the truck for return. that would be good customer service. Can't imagine ill ever be a customer again.

Hi Cory, At Edison’s, we strive to provide the best customer service experience and resolutions within our established policies. As an online store, we understand the unique challenges our customers face, which is why we make our policies public and available on our website. These policies are designed to ensure that we handle each situation as efficiently and effectively as possible, given the logistics involved in processing returns and replacements.

Our technical team is working diligently to address these types of issues, and we are exploring the fastest possible solution. We genuinely appreciate your patience and understanding during this process.

Regards, Jay

Jay, As you may be aware I returned the unit to Edison’s warehouse in Sydney for inspection. I was initially told 6 day response time, it’s not past 2 weeks and I haven’t received any update or advice from Edison’s. Please process my refund, it’s going on 6 weeks from my initial reason to purchase the unit, I’ve complied with Edison’s request and still I don’t have a working dehumidifier. This has been the worst customer experience I’ve had to date.

Hi Cory, We have carefully reviewed your case and can confirm that our customer resolution team has determined the pump's condition to be a major fault. As a result, your refund has been approved to resolve this matter.

We understand that this does not rectify the inconvenience you have experienced, and we want to assure you that we are committed to improving our customer service. We appreciate your patience and understanding as we work to process your refund as quickly as possible.

Thank you for your continued patience.

Kind Regards, Jay