Basic E Inc. — Local services in Charlotte

We normally wouldn’t respond, but since this customer left a negative review after misunderstanding the product they purchased, we feel it’s important to clarify.

The customer ordered a discontinued AFP-200 fire alarm panel — a rare and obsolete model that we happened to have in stock. After purchasing, they called to ask if it was the correct version. We explained (politely and clearly) that all AFP-200 panels are functionally the same, and that the numbers on the board refer to the printed circuit board and firmware version, which is easily updated in under 15 minutes. They acknowledged this and chose to proceed!

A few days later, they called back, upset that the board was not the "version" they expected — despite us already explaining that the firmware is updatable and irrelevant to base compatibility. The panels are all backwards combatable. I again calmly explained the solution, but the conversation turned rude, and the customer demanded a return label. As clearly stated in our policy, we do not offer return labels or warranty on functional parts — especially after installation.

Before I could offer any alternatives or assistance, the call was ended, and they posted a review stating we were dishonest and unhelpful and that the panel wont communicate this is because of the firmware which we tried to explain). In reality, we were honest, detailed, and responsive — the issue arose from a misunderstanding and lack of knowledge on there part. they also stated a refusal to accept our industry-standard return policy.

We always try to help, but we expect professionalism in return. We did not get that from this company. They lied on there review and that is very...

TERRIBLE CUSTOMER SERVICE! They will take your money & then not even have the decency to send you an invoice! The worst part is once you request an invoice they won't send you one -since they have already taken your money & do not care anymore. When you call to ask for one- you will be told that you are "bothering" them & that they don't have time for you....THEY ACTUALLY HUNG UP THE PHONE...

Wow please read the reviews this might be one of the worst companies in the industry. Do not send them a dollar please together we can do something. Charles is the rudest person I've met in my life. He has been milking daddies money trying to make something of himself but burning it down in the process. Pray he finds peace and stops treating the people...