Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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 plan. 2) In recent email from their customer service manager [redacted] dated 12/16, instead of tendering any apologies was again accused of stating false facts to Revdex.com. In own words of [redacted] " I would appreciate it if you were correct in your complaints in the future." ]
Regards,
[redacted]
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 tag. When we received the unit back, a damage claim was filed. We must
wait until Fedex approves or denies the claim. If we fix the damage before...
the
shipping company makes a determination, the claim may be denied. Fedex can take
as much as 2-3 weeks to complete this process. This 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 expense. That 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 denied. The last of the parts needed arrived yesterday
and the damaged parts have been replaced at our expense. The 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 it. If we use a previously
used and damaged box, even if we pay for insurance the shipping company will
not cover any damage. The 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.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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 plan. 2) In recent email from their customer service manager [redacted] dated 12/16, instead of tendering any apologies was again accused of stating false facts to Revdex.com. In own words of [redacted] " I would appreciate it if you were correct in your complaints in the future." ]
Regards,
[redacted]
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 tag. When we received the unit back, a damage claim was filed. We must
wait until Fedex approves or denies the claim. If we fix the damage before...
the
shipping company makes a determination, the claim may be denied. Fedex can take
as much as 2-3 weeks to complete this process. This 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 expense. That 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 denied. The last of the parts needed arrived yesterday
and the damaged parts have been replaced at our expense. The 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 it. If we use a previously
used and damaged box, even if we pay for insurance the shipping company will
not cover any damage. The 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.