Buyers Financial Network, Inc.

Please see the attached email correspondence between Orbit and Mrs***. The presumed product failures were returned to the store and there were no photo's of the failure and or damage which would have caused the additional water usageSituations like this are not easy to solve and
require extra steps in the customer service interaction when warrantedIn a typical situation whereby we have the returned product, we would have performed a Failure Analysis and if the product were found to be defective would have immediately resolved the issue with the customerThis was not the caseAs we have reviewed the correspondence between the customer service team and the customer, we recognized several missing processes steps/questions which might possibly could have ended the discussion differentlyAt the time of email exchange the customer service agent failed to do the following: Ask for receipts of purchase, Ask for photo's of the product in use and or claimed property damage, and ensure probing questions asked were appropriate to the specific product.Based on the inadequate communication on the part of Orbit customer service we missed the widow needed to gather appropriate claim informationThe customer has since produced a receipt of purchase and Orbit has issued a reimbursement check for the water bill

We have had one interaction with the customerHowever, it was not at the unit and wanted to do so when she had time while in front of the productIt is very difficult to trouble shoot issues with out pertinent informationWe were hoping the customer would call Mary *** back on her direct line
and to date has not done soWe also sent her a new unit and asked to have her send her original unit back using the "Call Tag" (UPS Shipping tag) so we could perform a failure analysisThe new unit was delivered on July 7thWe have not heard since from the customer.Please see the email trail below:From: Mary *** E*** Sent: Wednesday, July 13, 7:AM To: Jeannie C*** Subject: RE: Revdex.com complaint - *** *** Yes on the 6th of July I called this lady she was at workThe email was also replied to her on the 5thShe said it is not movingI asked if she could call me direct when she got home so we could see if it is just something she is not doingShe said she would but was veryfrustrated and wants her money back for her time and frustration and for the product if it doesn’t work.I talked to you about her and you said to overnight one to her so I didIt shows it arrived on the 7th to herI also sent a call tag to her From: Jeannie C*** Sent: Wednesday, July 13, 6:AM To: Mary *** E*** Subject: Revdex.com complaint - *** *** Hi Mary ***, Didn’t we already take care of this customer?

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

We have reached out to this customer and have resolved their issueSee email trail belowThanks, Jeannie From: Mary *** E*** Sent: Friday, July 08, 1:PM To: Jeannie C***; Sharon D***; '***'; 'Paul J***'; '***' Subject: RE: New Revdex.com
complaint Jeannie, Called customer and he was very happy to hear from someoneHe has two one he threw away but I am going to replace both for himHe was happy and is taken care ofThey both filled up with waterCity water, uses filter, winterizes, and is using them off a hose faucetHe was concerned that we went out of business and would not honor our warranty because his was almost upHe was more frustrated that he couldn’t get a hold of anyoneAs I said he is a happy camper now Thanks, Mary ***

Revdex.com:
I have received a phone call from a representative or Orbit, complaint ID ***, and was able to resolve me issues. Thank you for your help
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: still waiting on resolution.
Sincerely,
*** ***

We have reached out to the customer to try and remedy this issue and get them the help they needSent an email and voice mail earlier today with no responseWill keep trying - See email trail below:From: Mary *** E*** Sent: Monday, June 20, 11:AM To: Jeannie C*** Subject: RE:
Please call Jeannie, I have left a message and will also email them. Thanks, Mary *** Customer Information: *** *** ** *** **
*** * ** *** Daytime Phone: ###-###-#### E-mail: ***

We actually spoke to Mr*** on Tuesday and agreed to send him replacement product - see email trail below sent to me from the TechnicianI am not sure why this rejection occurredThanks, JeannieFrom: Mary *** E***Sent: Tuesday, June 21, 12:PMTo: Jeannie C***Cc: Sharon D***Subject: RE: Please call Jeannie,I just spoke with ***I am sending him out four replacement timers and a call tag to get his backHe was happy and he will let me know if he has any more issuesHe was very grateful and just wants them to workHe also replied to my email.? Thanks,? Mary ***? ? ?

We were not? attempting to close the issue? - the statement was only meant to notify you that we are taking steps? to make this right and reach out to youAn email was sent out yesterday with no response and have tried to call again today with no luckPlease tell me when we should reach out as it seems we are having a timing issue on our endWe apologize for not being able to get ahold of youThanks, Jeannie

Thank you for your message we will review and get back to you as soon as possibleThanks, Jeannie

?
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

? Thank you for reaching out to usWe are attempting to make contact now see email belowWill keep you posted when we complete the transaction and make the customer happyThanks, Jeannie? ? From: Mary *** E*** Sent: Tuesday, July 05, 12:PM To: Jeannie C***; ***
***; '***' Subject: RE: Urgent - please call this customer ASAP *** *** ? I called and she was not home husband took message with my information and I will also email herI will let you know when I finally get a hold of her? Thanks, ? Mary *** ?