We received a call from [redacted] on August 14th, 2014 regarding charging the eBird he purchased for his daughter. Instead of calling the store where he purchased it he called us directly. He was not able to figure out how it to get it to charge. After figuring out which eBird style Mr. [redacted] had,...
I tired to explain that the same instructions were used for both styles for a fraction of time until they could be revised by the manufacturer. After walking through Mr. [redacted] through the steps of charging the eBird, it was at our decision to send Mr. [redacted] a replacement eBird at our cost. We took his word that there was an issue with the one he purchased. I received his address verbally, confirming it over the phone and told him it would be shipping that same day.
I received a phone call from Mr. [redacted] on August 21st, 2014 stating he still has not received the replacement bird. I told him that I would track the package and get back to him as soon as I had an answer but shipping to the west coast from our warehouse would be about 4-5 days via UPS Ground so it could still be in transit. After reviewing UPS tracking site and seeing that the package was reported as delivered, I called Mr. [redacted] to tell him my findings.
We confirmed the address and it was then when he stated to me that it was [redacted] not [redacted]. He became very short and agitated with me. I apologized for any inconveniences but I would have to get UPS to file a claim, notify the owner and would be keeping in contact with him regarding the issue at hand. I asked him if he would be able to stop at the neighbors address that it was delivered to just a few doors down from him and see if they had the package. I filed a claim with UPS and was told that it would be a few days to get more information. I informed Mr. [redacted] about every aspect of this issue. He asked if I would send another eBird and I replied to him that I would prefer to get this claim resolved by finding out if the neighbor was holding his package for him first before incurring further costs of shipping and another eBird from our stock.
I also stated to Mr. [redacted] that I have no authority to ship out product without the consent from the owner and he was out of the office and unattainable until the following morning. Mr. [redacted] did not like that fact that I had to check with the owner on how he wanted to handle this so proceeded to threaten me that he was going to call the Revdex.com if I didn't send him out another eBird. I asked in order to help solve the issue if he would be able to walk over to the neighbors and leave a note to contact UPS, MukikiM or himself regarding the delivered package. He bluntly told me that he was not going to do that.
The end of the phone call was strained and he would not accept the fact that I had to get the OK from the owner to ship out another replacement and seemed very impatient about having to wait even 12 hours for an answer. After 10 minutes, I made a decision to rectify this issue; going against our Company policy and getting the OK from the owner prior to any replacement shipments. I called Mr. [redacted] and informed him of my intentions to ship out yet another eBird, knowing full well that my boss might not be happy with my decision and how he himself presented to be unreasonable regarding to having to wait for an answer from UPS or the owner for any possible answers. We have never had to file a claim with UPS for any lost package in our past. We strive to provide excellent customer service and feel that Mr. [redacted] rushed to file a claim with the Revdex.com before allowing UPS to finish their findings of the claim. I shipped Mr. [redacted] another eBird to keep him happy but he still filed a claim with the Revdex.com.
We received a call from [redacted] on August 14th, 2014 regarding charging the eBird he purchased for his daughter. Instead of calling the store where he purchased it he called us directly. He was not able to figure out how it to get it to charge. After figuring out which eBird style Mr. [redacted] had,...
I tired to explain that the same instructions were used for both styles for a fraction of time until they could be revised by the manufacturer. After walking through Mr. [redacted] through the steps of charging the eBird, it was at our decision to send Mr. [redacted] a replacement eBird at our cost. We took his word that there was an issue with the one he purchased. I received his address verbally, confirming it over the phone and told him it would be shipping that same day.
I received a phone call from Mr. [redacted] on August 21st, 2014 stating he still has not received the replacement bird. I told him that I would track the package and get back to him as soon as I had an answer but shipping to the west coast from our warehouse would be about 4-5 days via UPS Ground so it could still be in transit. After reviewing UPS tracking site and seeing that the package was reported as delivered, I called Mr. [redacted] to tell him my findings.
We confirmed the address and it was then when he stated to me that it was [redacted] not [redacted]. He became very short and agitated with me. I apologized for any inconveniences but I would have to get UPS to file a claim, notify the owner and would be keeping in contact with him regarding the issue at hand. I asked him if he would be able to stop at the neighbors address that it was delivered to just a few doors down from him and see if they had the package. I filed a claim with UPS and was told that it would be a few days to get more information. I informed Mr. [redacted] about every aspect of this issue. He asked if I would send another eBird and I replied to him that I would prefer to get this claim resolved by finding out if the neighbor was holding his package for him first before incurring further costs of shipping and another eBird from our stock.
I also stated to Mr. [redacted] that I have no authority to ship out product without the consent from the owner and he was out of the office and unattainable until the following morning. Mr. [redacted] did not like that fact that I had to check with the owner on how he wanted to handle this so proceeded to threaten me that he was going to call the Revdex.com if I didn't send him out another eBird. I asked in order to help solve the issue if he would be able to walk over to the neighbors and leave a note to contact UPS, MukikiM or himself regarding the delivered package. He bluntly told me that he was not going to do that.
The end of the phone call was strained and he would not accept the fact that I had to get the OK from the owner to ship out another replacement and seemed very impatient about having to wait even 12 hours for an answer. After 10 minutes, I made a decision to rectify this issue; going against our Company policy and getting the OK from the owner prior to any replacement shipments. I called Mr. [redacted] and informed him of my intentions to ship out yet another eBird, knowing full well that my boss might not be happy with my decision and how he himself presented to be unreasonable regarding to having to wait for an answer from UPS or the owner for any possible answers. We have never had to file a claim with UPS for any lost package in our past. We strive to provide excellent customer service and feel that Mr. [redacted] rushed to file a claim with the Revdex.com before allowing UPS to finish their findings of the claim. I shipped Mr. [redacted] another eBird to keep him happy but he still filed a claim with the Revdex.com.