Velitcamping

Hi Daniel - The customer service team was disappointed to see your review. We all work very hard here to take care of our customers, and we are the only company like ours that has certified technicians and engineers who provide direct support for end customers. Our average response time in support is under 2 hours. We have always honored our warranty of 1-year on AC units and 2-years on heaters, often going outside that warranty period to help customers as well when we can. Shipping damage would absolutely be covered under that warranty. We look forward to the chance to help you with whatever happened in your case but have not received any proper communication from you allowing us to help. We invite you to please submit a ticket on the support page of our website so we can address all your concerns. Sorry you feel it necessary to make that your goal rather than working with us to respectfully address your issues. We've attempted to reach you by phone and email without response.

Hi Joseph - We apologize for the experience you had when making this large purchase with us, it's not at all what we aim for. The V3 is a brand new product that was marked Pre-Order but that is no excuse for it not arriving as expected, and we are working on how our system handles these pre-order products to better manage expectations on delivery looking ahead based on your feedback. We're glad to be in contact with you now to get all your valid concerns addressed together. We know and understand the feeling you describe but we do stand behind the product and will take care of you so please stick with us and we'll work together to make this right for you. Thank you.

Hi Arlo - We understand and respect your sentiments here. We've reviewed your case, and take ownership of the short-falls on our part and have already made changes to ensure we do better next time. The delays you experienced should not have happened, and that is not normal or acceptable for our support standards, so again we apologize. We absolutely stand behind our products and honor our warranty, typically we can efficiently resolve issues with a simple part shipped quickly, but that did not happen in your case. We also respect your decision as a professional as to what supplier you choose. If you ever wish to give Velit another try, we would be grateful for the opportunity to show you a more typical customer experience here with our products and our support. We sincerely wish you the best. Thank you.

We’re truly sorry to hear about your experience and understand how frustrating it is to have AC issues during the extreme summer temperatures in Arizona. While your unit is already outside of its warranty period, our team has continued working with you to troubleshoot the issue and provide support wherever possible. During our conversations, we helped resolve the initial fan concern through troubleshooting, offered additional guidance to identify the remaining issue, and, as a goodwill gesture, provided store credit toward a replacement part. When the replacement part did not resolve the issue, we also issued a full refund for that purchase, even though it had already been installed. We understand that this has been a frustrating experience, and we’re genuinely sorry that we weren’t able to restore your unit remotely. Our intention has always been to help you find the most practical solution despite the unit being out of warranty. We value every customer and take feedback seriously. If you’re still willing to work with us, our support team remains available to continue troubleshooting and explore any remaining options. — The Velit Support Team

We're sorry to hear about your experience. Please let us know whether the new control panel resolves the issue once it arrives. We stand behind our products and will continue to provide support and replacement parts at cost, even outside the warranty period. We appreciate the opportunity to help get your unit back up and running.