Victor
level of customer service :(
i bought this unit for my mother's arthritis. when the unit arrived, read the user manual. The user manual clearly indicated in that the unit is contraindicated for people with cancer. my mother is diagnosed with active cancer. i immediately reached out by email to Kineon indicating that i would like to return that product. i reiterated that my mother has active cancer, and that is the reason why i am returning the product. to my surprise, and dismay, the reply that i got was ... "Thank you for writing back. I understand that you wish to return to the unit due to a contraindication with cancer. I've actually raised this matter to our management as we've gotten new data showing that Red Light Therapy can actually be used for people with active cancer. While we totally understand your concerns, perhaps you'd be willing to try and see if the unit will work first before returning it. We have a 30-day trial period which you can take advantage of. “ i reiterated in my reply email to them that i wish to proceed with the return. it has now been a week since my last email to them, and i am still waiting for a reply firstly, i wonder what kind of educational or research background the management has that prompted them to say that I should go ahead trying out their product. Of course it can be used for people with active cancer. The question is, will it be beneficial? The bigger concern here now is the cancer, not the arthritis. 2ndly, regardless of what my reason may be for returning, their website indicates 30-day risk free guarantee trial. i have repeatedly sent them emails regarding my intention to return the item. However, i have not received any reply, save for the first one encouraging me to use it on my mother. It has now been a week since i sent them a follow up email, and I still have yet to receive a reply. I suppose this is their strategy of waiting out until the 30 day trial is over. this is very unscrupulous practice. update: Kineon eventually reached out by email, apologized for the delay, refundeded my purchase, without having to return item
Response from Kineon LabsJul 1, 2023
Hi Victor, Thanks for your feedback. We sincerely apologize for any inconvenience, and this is not the type of experience we want you to have. We've sent you an email regarding the update on your return request to your email. We look forward to hearing your response. Kind regards, Kineon Customer Service Team



