This company deserves zero stars
This company deserves zero stars. They shouldn't be in business. We purchased this fan from Global Industrial on 5/12/2021 and we installed it on 5/14/2021. It worked perfectly until 6/15/2022. When powered on, the fan violently jerked at a slow speed and would not speed up. We disconnected power to the fan and checked everything. The wiring in the ceiling was secure and in perfect condition. The mechanical connections were tight. The wiring inside the fan housing was also secure and in perfect condition. Nothing was visibly wrong with the fan. 6/16/2022 - We reached out to Global Industrial's (GI) customer support for technical support via their website "contact us". 6/17/2022 - GI responded to my email. They stated that our 1 year warranty expired and we needed to contact their sales team to buy a replacement. After that email, we traded 11 follow up emails between 6/17 and 6/22. I tried to explain to GI that I knew our warranty expired and I reached out in the hopes of getting technical support over the phone. GI said they would contact their tech team and follow up with me. I sent them a 13 second clip of the fan to demonstrate the malfunction. They claimed they could not open the video. After waiting 4 days and not getting a response, I emailed them again. Again they responded that I should buy a new fan and they would ship it for free. I repeated that I was simply asking for technical support on the phone. They said they would reach out to their tech team again. At that point I reminded them that they already said that 5 days ago and I asked for a manager to get involved. During this period, I also called GI on 6/17 and 6/20. I explained my issue and explained that I was going to try to fix the fan myself but I requested to speak with a technician about my issues. GI refused to put me on the phone with technical support. They said since the fan was out of warranty, my only choices were to buy a new fan or order a replacement part and they would ship either for free. I explained that I couldn't determine what part needed replacing if I couldn't speak to a technician. GI said I should try YouTube (which I already did before contacting them). On 6/21, I reached out via email to Rhine Electric Company. They manufacture the motor that Global Industrial used in the fan. I sent Rhine the 13 second clip and they responded on 6/22 that it looked like a motor sensor issue (two pronged cable coming from inside the motor housing). On 6/24, Felicia Brown (a lead customer service representative from GI) finally responded to my request to get a manager involved. She stated that she requested information from the product management team on how to proceed. She also claimed that this issue was being "worked as an escalation, therefore, there is a sense of urgency added to the correspondence". Within an hour, I thanked her for responding and gave her the information I learned from Rhine. It is now 6/28 and I have yet to hear any response. This fan has a DC motor in it which is known for its reliability and life span. We paid almost $500 for a fan that only lasted 13 months. Global Industrial refused to give any technical support, treated their customer with utter disrespect, refused to stand behind their product, and had the audacity to suggest a fix: buy a new fan from them. As a customer, we feel betrayed. We were sold a faulty product with an obvious manufacturing defect. We were willing to fix it ourselves and simply asked that Global Industrial speak to us on the phone about the process; yet they refused. Customers shouldn't have to stand for this behavior and mistreatment. Global Industrial should be held responsible and make this problem right.