Initial Business Response /* (1000, 5, 2014/07/22) */
This gentleman is not a Bird-X customerHe ordered his item directly from an independent seller, the web distributor ***, at the end of April*** received this customer's money and requested that Bird-X drop-ship
this product to himIt shipped May 1stOnce he decided to return the item, his return was received back at Bird-X on or around July 7th and a credit was immediately issued from Bird-X to *** July 7thBird-X has exercised all responsibilities in this matter promptly
*** is responsible for refunding this customer's purchaseWe have been in contact with them to request expedited attention to this matter, and we expect a positive response to any oversight on their part without delay
Bird-X will post an update once this matter is resolved
Final Business Response /* (1000, 10, 2014/07/31) */
Please see attached documentation of FULL refunds provided to customer from his vendor *** dated July and 23rd,
While the customer has not yet responded via Revdex.com, we believe that the matter is settled
Again, please note that Bird-X Incis NOT the seller in this caseThis customer purchased his unit from ***, a web dealer
Thank you, *** ***
Bird-X, Inc
Initial Business Response /* (1000, 5, 2014/07/22) */
Contact Name and Title: *** Dir Cust Svc
Contact Phone: ***
Contact Email: ***
Our customers' satisfaction is of primary importance to Bird-X, so we were extremely surprised to receive this communication
out of the blueThis the first opportunity we have had to address any concern or return request from this customer
According to our records, we have had no contact from this customer requesting help or a refund/return prior to her lodging this complaintA return inquiry was made via our website simultaneously, the same date that the Revdex.com was contacted, Saturday July 19th
We have responded at length to the customer via email, attaching a prepaid return label for the product and promising a full refund once it is receivedWe have also offered a detailed explanation of efficacy and animal behavior variables(Full text follows.)
If the customer had contacted us prior to contacting you, we would have offered her the desired refund promptly and courteously with no difficulty whatever
We await her response and the return of the unwanted itemAs soon as it arrives, we will credit back the original purchase price to her credit card
Text of our full response follows:
Dear ***
We received your inquiry from 7/Saturday on returning to the office Monday morningWe also received notice from the Revdex.com that you lodged a complaint simultaneously, also on 7/(attached)
We pride ourselves on giving excellent customer service, and we are surprised that we have no record of any opportunity to set things right for you or to discuss your problems before the issue was escalated
Have we overlooked any contact that you have had with anyone here subsequent to your purchase? If so, please let me knowWe would have appreciated the chance to address your concerns directly in all courtesy as your vendor, and we regret that we were not able to do so
Our response in any case like yours would be the same, without need for recourse to any outside partyWe do understand that sometimes customers are not able to deploy their purchased units immediately, and we routinely honor our guarantee by accepting returns beyond the 30-day periodYou only needed to have askedBird-X has been in business for over years and we are proud of our reputation and our products; we do all we can to satisfy our customersWe are certainly willing to accept your unit back and to provide you with a full refund
Since you also wish to discuss issues of effectiveness, we should also make it clear that overall results cannot be extrapolated from a single experience such as yoursThis is especially the case since we have not had occasion to work with you in understanding the exact location, the building type, the bat species, the history of the infestation, etcHumane animal control is a complex science and not an exact oneThat said, there are many reasons that wild animals congregate in any given locationThese include the local availability of food and shelter as well as behaviors such as breeding - all of which may affect and possibly limit the animals' willingness to relocateThese also vary seasonallySpring/summer is especially sensitive for many bat species, as they are breeding at this time and under pressure to protect their youngDepending on the species, it may take up to four months for young bats to mature and leave the nurseryA device which is highly effective in the winter may be less so if introduced in the summerLocation of the device is another important variable: from your written inquiry below, it is not clear whether you had the speakers positioned in the optimal location for bat deterrence under your particular circumstances
This is why we make our customer service specialists available for extended support during business hoursWe are always happy to help our customers achieve the maximum possible success with their unitsOur web pages clearly show our toll-free telephone number as well as multiple online ways to contact usWe make this very clear so that we can help any customers who are experiencing difficulties or who need any type of help or support with their purchaseWhile we do offer our products for sale online as a convenience, as you chose to purchase, our website is filled with ways to get in touch with us if there are any questions
Unlike lethal means of control, effectiveness of behavior-modifying devices is not an all-or-nothing resultWe have many satisfied customers with a history of using various versions of our ultrasonic devices to deter bats, including the USX, QB-and Transonic-ProHowever, as stated above, since ultimately individual success cannot be predicted 100%, our desire for 100% customer satisfaction is exactly the reason that we offer our performance guarantee and the generous amount of customer support of which you could have availed yourself
Please find attached a prepaid UPS return label for your deviceWhen we receive it back, your full purchase price will be credited back to your card
Thank you
***
Initial Business Response /* (1000, 5, 2014/07/22) */
This gentleman is not a Bird-X customerHe ordered his item directly from an independent seller, the web distributor ***, at the end of April*** received this customer's money and requested that Bird-X drop-ship
this product to himIt shipped May 1stOnce he decided to return the item, his return was received back at Bird-X on or around July 7th and a credit was immediately issued from Bird-X to *** July 7thBird-X has exercised all responsibilities in this matter promptly
*** is responsible for refunding this customer's purchaseWe have been in contact with them to request expedited attention to this matter, and we expect a positive response to any oversight on their part without delay
Bird-X will post an update once this matter is resolved
Final Business Response /* (1000, 10, 2014/07/31) */
Please see attached documentation of FULL refunds provided to customer from his vendor *** dated July and 23rd,
While the customer has not yet responded via Revdex.com, we believe that the matter is settled
Again, please note that Bird-X Incis NOT the seller in this caseThis customer purchased his unit from ***, a web dealer
Thank you, *** ***
Bird-X, Inc
Initial Business Response /* (1000, 5, 2014/07/22) */
Contact Name and Title: *** Dir Cust Svc
Contact Phone: ***
Contact Email: ***
Our customers' satisfaction is of primary importance to Bird-X, so we were extremely surprised to receive this communication
out of the blueThis the first opportunity we have had to address any concern or return request from this customer
According to our records, we have had no contact from this customer requesting help or a refund/return prior to her lodging this complaintA return inquiry was made via our website simultaneously, the same date that the Revdex.com was contacted, Saturday July 19th
We have responded at length to the customer via email, attaching a prepaid return label for the product and promising a full refund once it is receivedWe have also offered a detailed explanation of efficacy and animal behavior variables(Full text follows.)
If the customer had contacted us prior to contacting you, we would have offered her the desired refund promptly and courteously with no difficulty whatever
We await her response and the return of the unwanted itemAs soon as it arrives, we will credit back the original purchase price to her credit card
Text of our full response follows:
Dear ***
We received your inquiry from 7/Saturday on returning to the office Monday morningWe also received notice from the Revdex.com that you lodged a complaint simultaneously, also on 7/(attached)
We pride ourselves on giving excellent customer service, and we are surprised that we have no record of any opportunity to set things right for you or to discuss your problems before the issue was escalated
Have we overlooked any contact that you have had with anyone here subsequent to your purchase? If so, please let me knowWe would have appreciated the chance to address your concerns directly in all courtesy as your vendor, and we regret that we were not able to do so
Our response in any case like yours would be the same, without need for recourse to any outside partyWe do understand that sometimes customers are not able to deploy their purchased units immediately, and we routinely honor our guarantee by accepting returns beyond the 30-day periodYou only needed to have askedBird-X has been in business for over years and we are proud of our reputation and our products; we do all we can to satisfy our customersWe are certainly willing to accept your unit back and to provide you with a full refund
Since you also wish to discuss issues of effectiveness, we should also make it clear that overall results cannot be extrapolated from a single experience such as yoursThis is especially the case since we have not had occasion to work with you in understanding the exact location, the building type, the bat species, the history of the infestation, etcHumane animal control is a complex science and not an exact oneThat said, there are many reasons that wild animals congregate in any given locationThese include the local availability of food and shelter as well as behaviors such as breeding - all of which may affect and possibly limit the animals' willingness to relocateThese also vary seasonallySpring/summer is especially sensitive for many bat species, as they are breeding at this time and under pressure to protect their youngDepending on the species, it may take up to four months for young bats to mature and leave the nurseryA device which is highly effective in the winter may be less so if introduced in the summerLocation of the device is another important variable: from your written inquiry below, it is not clear whether you had the speakers positioned in the optimal location for bat deterrence under your particular circumstances
This is why we make our customer service specialists available for extended support during business hoursWe are always happy to help our customers achieve the maximum possible success with their unitsOur web pages clearly show our toll-free telephone number as well as multiple online ways to contact usWe make this very clear so that we can help any customers who are experiencing difficulties or who need any type of help or support with their purchaseWhile we do offer our products for sale online as a convenience, as you chose to purchase, our website is filled with ways to get in touch with us if there are any questions
Unlike lethal means of control, effectiveness of behavior-modifying devices is not an all-or-nothing resultWe have many satisfied customers with a history of using various versions of our ultrasonic devices to deter bats, including the USX, QB-and Transonic-ProHowever, as stated above, since ultimately individual success cannot be predicted 100%, our desire for 100% customer satisfaction is exactly the reason that we offer our performance guarantee and the generous amount of customer support of which you could have availed yourself
Please find attached a prepaid UPS return label for your deviceWhen we receive it back, your full purchase price will be credited back to your card
Thank you
***