Adam's Electronics Inc

The customer called to say his unit had been “damaged in
shipping”We asked him to repack the unit and called Fedex to request a damage
call tagWhen we received the unit back, a damage claim was filedWe must
wait until Fedex approves or denies the claimIf we fix the damage before
the
shipping company makes a determination, the claim may be deniedFedex can take
as much as 2-weeks to complete this processThis was verbally explained to
the customer
My employees NEVER accused him of damaging the unit and
never told him we would not replace the damaged parts at our expenseThat was
not explicitly stated in one of the emails and it should have been
The damaged cosmetic parts were ordered while waiting for
the shipping company to respond, so that we would be able to repair the unit as
soon as the claim was approved or deniedThe last of the parts needed arrived yesterday
and the damaged parts have been replaced at our expenseThe unit is currently being
tested and will be shipped back to the customer tomorrow
If the box or internal packing material of the box we
receive from a customer is damaged, we cannot re-use itIf we use a previously
used and damaged box, even if we pay for insurance the shipping company will
not cover any damageThe box we received with the unit was not in a condition
for safe return shipping, so we used a brand new box and packing materials
approved by Fedex

The unit was repaired and returned to the customer at no charge of any kind.Unit was shipped on 12/19/and customer signed that he received it on 12/22/

It is our policy to never state a maximum repair cost before
having a technician complete a thorough diagnosis and any part research
necessary to complete the repairThe upfront estimate of $for the customer’s
unit is provided to give the customer an understanding of the approximate
total
cost of most repairs that do not require expensive partsIt is not a guarantee
that the repair will not exceed this amountIn some cases, expensive parts are
required, and then the repair cost may exceed the upfront estimateOnce the
technician has diagnosed the unit, an exact accurate repair cost is providedIf
this procedure was misrepresented or not satisfactorily explained that is a
failure from our customer service department and I apologize for thatIn this
case, the price of the part was relatively close to the retail price to replace
the unitWe gave the customer the accurate repair cost as an option, but as a
courtesy advised the customer that it was uneconomical to do so
As a primarily customer service based business, I strive to
ensure our staff is trained to clearly and effectively communicate our services
and policies to our customersIf there was a miscommunication, I would like to
gather the information necessary to identify where it occurred and take
whatever steps necessary to rectify the issue and prevent it from occurring again
I have attempted to contact the customer involved in this
dispute repeatedly so that I can get a better understanding of the events that occurred
and to suggest ways to resolve his concerns and keep him as a satisfied repeat
customerI have left three voicemails on the phone number provided by the Revdex.com
which matches the customer provided phone number on our service formThe
messages were left on 1-21-2016, 1-22-2016, and 1-25-I have also emailed
the customer a personal email to the email address provided by the Revdex.com which
matches the customer provided email on our service formThis email was sent on
1-25-and I have attached a copy of itUnfortunately, there has been no
answer or response by phone or email from the customer since this complaint was
filed
Therefore, I am submitting this response without any further
actions to resolve the customer’s concernsI will continue to attempt to contact
the customer in an attempt to reach a fair resolution.

It is our policy to never state a maximum repair cost before
having a technician complete a thorough diagnosis and any part research
necessary to complete the repairThe upfront estimate of $for the customer’s
unit is provided to give the customer an understanding of the approximate
total
cost of most repairs that do not require expensive partsIt is not a guarantee
that the repair will not exceed this amountIn some cases, expensive parts are
required, and then the repair cost may exceed the upfront estimateOnce the
technician has diagnosed the unit, an exact accurate repair cost is providedIf
this procedure was misrepresented or not satisfactorily explained that is a
failure from our customer service department and I apologize for thatIn this
case, the price of the part was relatively close to the retail price to replace
the unitWe gave the customer the accurate repair cost as an option, but as a
courtesy advised the customer that it was uneconomical to do so
As a primarily customer service based business, I strive to
ensure our staff is trained to clearly and effectively communicate our services
and policies to our customersIf there was a miscommunication, I would like to
gather the information necessary to identify where it occurred and take
whatever steps necessary to rectify the issue and prevent it from occurring again
I have attempted to contact the customer involved in this
dispute repeatedly so that I can get a better understanding of the events that occurred
and to suggest ways to resolve his concerns and keep him as a satisfied repeat
customerI have left three voicemails on the phone number provided by the Revdex.com
which matches the customer provided phone number on our service formThe
messages were left on 1-21-2016, 1-22-2016, and 1-25-I have also emailed
the customer a personal email to the email address provided by the Revdex.com which
matches the customer provided email on our service formThis email was sent on
1-25-and I have attached a copy of itUnfortunately, there has been no
answer or response by phone or email from the customer since this complaint was
filed
Therefore, I am submitting this response without any further
actions to resolve the customer’s concernsI will continue to attempt to contact
the customer in an attempt to reach a fair resolution

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[1) Adams Electronics never took time to explain me the resolution plan2) In recent email from their customer service manager *** dated 12/16, instead of tendering any apologies was again accused of stating facts to Revdex.comIn own words of *** " I would appreciate it if you were correct in your complaints in the future." ]
Regards,
*** ***