Dear
***, We hope this finds you wellThis is in reference to Revdex.com complaint ID As you well know there are sides to every storyThis customer did not represent what transpired accuratelyIncluded are some of the emails that went back and forth to the customer while we were delivering top quality customer service to get the situation taken care ofHis actions and threatening language are the reason this escalated to this point. Also we have no idea who *** *** isOur records indicate *** *** made the purchase under this order numberSo why would another person file a complaint against us? Why not *** ***? Can you explain this? Here is what transpired.First email from customer; Date: Wed, January 14, 3:pmMy speakers arrived and I set them up according to the included instructionsHowever after about an hour of use and turning them off and then on the next day the one speaker without the power switch does not workI tried repairing the bluetooth and double checked the wire connections with no successPlease advise.Our reply;Sent: Thursday, January 15, 8:AMThank you for your order and your emailWe apologize for this inconvenience; we will gladly resolve this issue for youHave you by chance unplugged the speakers and performed a hard reset? Please unplug and let them sit for at least a half hour, often times this can resolve any issuesPlease let me know if this does not correct this issue, feel free to contact us with any questions.Regards, AV ExpressCustomer reply; Date: Fri, January 16, 12:pmI tried the hard reset suggestion and the second speaker will still not play music.Our reply;Sent: Saturday, January 17, 2:PMThank you for your replyWould you mind confirming your shipping address so we may send a replacement pair? We will gladly ship these out on Monday, we are sorry for this inconvenience.Regards, AV ExpressAt this point we had to wait less than one week to have the item back in stock to send the replacement to the customer, which we did the day the item came back into stock. We tested the replacement speakers and found no issues and sent them to the customer.This email is referring to the second pair of speakers we sent the customer.Date: Wed, January 28, 6:pmReturn reason: Defective/Does not work properlyBuyer comments: The speakers do not stay powered on for more than to minutes before restarting.Our Reply;Sent: Thursday, January 29, 8:AMThank you for the emailSorry for the issues with the speakersWe will make this right for youCan you answer a few questions so I know the best way to proceed? When you say restart, does that mean the blue light turns off and comes on again? Do you have to reconnect Bluetooth each time this happens? Have you tried to unplug the speakers for 5-minutes then restart them? Let me know please and if we need to replace these, we willSincerely, AV-ExpressTo this point we have delivered excellent timely customer service, going above and beyond to resolve the issueNot being difficult or ignoring the customer at all contrary to his comments“The merchant sent a replacement set only after a week of very rude customer service inquiries.” Not sure where we were rude here? Without having a credit card on file (purchased through ***) we sent a replacement set ASAP to take care of the customerWe then hear after telling the customer we will send return labels for both sets of speakers that he threw the first set away. Never in any communication did we tell him this was the process or action to take. He took it upon himself to do thisWe have never heard of someone doing this before and were shocked and surprised by this actionHe commented “companies either make it known to their customers to either return the merchandise or destroy or dispose of the defective products all the time.” Yet we never made this knownNever in our history of doing business have we instructed a customer throw away a productCan you imagine going to *** *** and asking for your money back on a TV but I don’t have the product to return? What if this was a $or more pair of speakers? We filed a complaint with *** against this customer and we were waiting for their responseWe proactively emailed *** long before the situation got this far mentioning the customer’s actionsHere is the response from them *** Seller Support.I understand that you sent the buyer for order:*** a replacement as the initial unit had a problemThe buyer then decided to not use both the items and you suggested that you would generate a return label for both the itemsHowever, the buyer has disposed of the first itemI am extremely sorry for the inconvenience this issue has caused.Please know that in this case, I would request you to contact the buyer and request them to return the second itemOnce the item has returned, you can choose to refund the buyer in full or partiallyIf you decide to not issue a refund since you will still be at a loss of unit, I would request you to kindly contact the buyer and inform them of the same.Please know that the buyer may choose to file an A to Z claim if you decide to deny the refundIf a claim is filed, you will be contacted by our team and will be given a chance to represent your sideDepending on the investigations, the team will resolve the claim.He then threatened us with the claim saying refund me or I will file a claimA claim was filed by him and *** initially sided with us and denied the buyers claimYet at some point they went ahead and refunded the customer his money for the purchase (still waiting to hear why they did this)So at this time, we are out the speakers and the money, a $value not including the shipping costs we paid for pairs to him and one pair back.***, we feel bad this has to occupy your valuable time and energyWe appreciate what the Revdex.com does and we live by guidelines that it starts with trustWe trusted this customer to do the right thing and without any question if his actions were proper or not, he betrayed that trustPlease contact us for clarity on any of this or additional information you may needWe hope you find in our favor and this complaint will not find its way as a mark against usWe thank you for your time and efforts.Sincerely, *** *** AV-Express 440-266-
Dear
***, We hope this finds you wellThis is in reference to Revdex.com complaint ID As you well know there are sides to every storyThis customer did not represent what transpired accuratelyIncluded are some of the emails that went back and forth to the customer while we were delivering top quality customer service to get the situation taken care ofHis actions and threatening language are the reason this escalated to this point. Also we have no idea who *** *** isOur records indicate *** *** made the purchase under this order numberSo why would another person file a complaint against us? Why not *** ***? Can you explain this? Here is what transpired.First email from customer; Date: Wed, January 14, 3:pmMy speakers arrived and I set them up according to the included instructionsHowever after about an hour of use and turning them off and then on the next day the one speaker without the power switch does not workI tried repairing the bluetooth and double checked the wire connections with no successPlease advise.Our reply;Sent: Thursday, January 15, 8:AMThank you for your order and your emailWe apologize for this inconvenience; we will gladly resolve this issue for youHave you by chance unplugged the speakers and performed a hard reset? Please unplug and let them sit for at least a half hour, often times this can resolve any issuesPlease let me know if this does not correct this issue, feel free to contact us with any questions.Regards, AV ExpressCustomer reply; Date: Fri, January 16, 12:pmI tried the hard reset suggestion and the second speaker will still not play music.Our reply;Sent: Saturday, January 17, 2:PMThank you for your replyWould you mind confirming your shipping address so we may send a replacement pair? We will gladly ship these out on Monday, we are sorry for this inconvenience.Regards, AV ExpressAt this point we had to wait less than one week to have the item back in stock to send the replacement to the customer, which we did the day the item came back into stock. We tested the replacement speakers and found no issues and sent them to the customer.This email is referring to the second pair of speakers we sent the customer.Date: Wed, January 28, 6:pmReturn reason: Defective/Does not work properlyBuyer comments: The speakers do not stay powered on for more than to minutes before restarting.Our Reply;Sent: Thursday, January 29, 8:AMThank you for the emailSorry for the issues with the speakersWe will make this right for youCan you answer a few questions so I know the best way to proceed? When you say restart, does that mean the blue light turns off and comes on again? Do you have to reconnect Bluetooth each time this happens? Have you tried to unplug the speakers for 5-minutes then restart them? Let me know please and if we need to replace these, we willSincerely, AV-ExpressTo this point we have delivered excellent timely customer service, going above and beyond to resolve the issueNot being difficult or ignoring the customer at all contrary to his comments“The merchant sent a replacement set only after a week of very rude customer service inquiries.” Not sure where we were rude here? Without having a credit card on file (purchased through ***) we sent a replacement set ASAP to take care of the customerWe then hear after telling the customer we will send return labels for both sets of speakers that he threw the first set away. Never in any communication did we tell him this was the process or action to take. He took it upon himself to do thisWe have never heard of someone doing this before and were shocked and surprised by this actionHe commented “companies either make it known to their customers to either return the merchandise or destroy or dispose of the defective products all the time.” Yet we never made this knownNever in our history of doing business have we instructed a customer throw away a productCan you imagine going to *** *** and asking for your money back on a TV but I don’t have the product to return? What if this was a $or more pair of speakers? We filed a complaint with *** against this customer and we were waiting for their responseWe proactively emailed *** long before the situation got this far mentioning the customer’s actionsHere is the response from them *** Seller Support.I understand that you sent the buyer for order:*** a replacement as the initial unit had a problemThe buyer then decided to not use both the items and you suggested that you would generate a return label for both the itemsHowever, the buyer has disposed of the first itemI am extremely sorry for the inconvenience this issue has caused.Please know that in this case, I would request you to contact the buyer and request them to return the second itemOnce the item has returned, you can choose to refund the buyer in full or partiallyIf you decide to not issue a refund since you will still be at a loss of unit, I would request you to kindly contact the buyer and inform them of the same.Please know that the buyer may choose to file an A to Z claim if you decide to deny the refundIf a claim is filed, you will be contacted by our team and will be given a chance to represent your sideDepending on the investigations, the team will resolve the claim.He then threatened us with the claim saying refund me or I will file a claimA claim was filed by him and *** initially sided with us and denied the buyers claimYet at some point they went ahead and refunded the customer his money for the purchase (still waiting to hear why they did this)So at this time, we are out the speakers and the money, a $value not including the shipping costs we paid for pairs to him and one pair back.***, we feel bad this has to occupy your valuable time and energyWe appreciate what the Revdex.com does and we live by guidelines that it starts with trustWe trusted this customer to do the right thing and without any question if his actions were proper or not, he betrayed that trustPlease contact us for clarity on any of this or additional information you may needWe hope you find in our favor and this complaint will not find its way as a mark against usWe thank you for your time and efforts.Sincerely, *** *** AV-Express 440-266-