Hello Jason. It is true that you purchased a Pronar from us and that we had issues with the delivery. The remote control was lost during transit, by the shipping line, which led to many complications, most importantly a machine without remote control and crane costs at the port.
Firstly, thank you for your business. I hope the machine is working and making you money. We have seen in the communication that the issues were eventually resolved.
Please accept our apologies, again (now that we have discovered this review website). We are very sad that you had an unsatisfactory experience. Certainly, we care about this. We have reviewed what happened at the time, in late 2022 / early 2023. We never could obtain any compensation from the shipping line that lost the remote control in the port, or get paid for any of the claims we filed. We did pay you 3'000 Euro compensation from our pocket, which you did not mention in your review.
With regards to our money back guarantee, we are proud of this policy, it is the most generous policy we know in the market. Buyers can place a written claim within 5 days and receive a full refund, with free return shipping. You decided to keep the machine, so this did not apply. We also do not provide a warranty - this is not the same as our money back guarantee. While we certainly need to deliver machines complete and as described, we don't cover issues that occur several weeks later.
Again, we are very sad it went like this and we apologise for our shortcomings and also on behalf of our shipping providers. Thank you for sharing your experience, it shows we are also not perfect. If you care to speak with Michael, he is still our CEO and he will certainly take and return your call. I've let him know about your review.
