I am rejecting this response because:Here is the proof, admitting that Cannon did indeed ship an item that I did not order and showing no chargeAdditionally, the email text from David Cannon himself :"This was the fastest way to solve the problem, alleviating you from having to return the original pump."You are more than welcome to have the pump backI did not ship it back with the original return because I did not realize that you had any use for itThat being said, you can pay for the return shipping since you had given me a pump motor at no charge I have no obligation to return any item that you gave to me.Please refund me my moneySend me a shipping label for this pump that I will gladly give back to you and all this absurdity can end
Mr [redacted] states that [redacted] Water is skirting the facts so they have been outlined below and substantiated with supporting documentation attached (all pages)To sum up the facts: Mr [redacted] (or his contractor) does not know the difference between a 110/120v and 220v electrical (Sometimes volts is referred to as volts or volts and volts as volts or volts.) This conclusion is being drawn from Mr***’s email dated 7/3/stating that the pump he first received, 120v, which is clearly marked on the box and has a different electrical plug, was still installedprongs are vertical with respect to the ground plug and prongs are horizontal with respect to the ground plug; the difference has been outlined below and attached Why did Mr [redacted] not contact us immediately for an exchange, prior to installing? Knowing this information [redacted] Water still had the pump manufacturer send him a replacement motor and gear box assembly, at no charge to him Mr [redacted] states in his rejection dated 9/16/that [redacted] told him that he “ did not have to return the damaged item.” And that there was an email attachment to the effectI contacted [redacted] at Revdex.com and asked him to send me the email attachment, and there was no email attachment stating for Mr [redacted] to keep any itemsThere was a photo of an USPS receipt of customer partial return and a copy of Order Confirmation # [redacted] dated 6/19/ Mr [redacted] states in his rejection dated 9/16/that, “I contacted [redacted] Water and asked for a full refund [redacted] told me to return the items and he would refund everything but the shipping” Mr [redacted] agreed to our return policy when he purchased the item and [redacted] on numerous occasions as outlined below (and stated and substantiated in our first round of correspondence with Revdex.com) asked him to return the entire product so [redacted] Water could process his return request as per [redacted] Water’s return policy Mr [redacted] states in his rejection dated 9/16/that, “ they STILL had not satisfied the initial sales agreement, they had not provided me with a working item ” [redacted] Water Technology not only supplied him with a working pump but with a working pump that was installed incorrectly (because the customer or his electrician did not notice that the pump was labeled as and that the electrical plug attached was for a 110) and a replacement motor and gear box assembly Both the pump and motor and gear box assembly needed to be returned complete, per the return policy, and Mr [redacted] still refusedAt this point, Mr [redacted] has not been able to provide anyone with any documentation showing that he was given, gifted, or otherwise a pump, motor, or any equipment All equipment that he received needed to be returned in order for us to provide him with a return of any kindAt this point, unless Mr [redacted] can provide any factual information showing that he is in the right by keeping a portion of what he received from us and getting a full refund is what he should receive, I find this matter to be closed; and if Mr [redacted] persists it will be considered nothing less than harassmentFACTS: 6/19/15: Order #placed online When placing an order online customer read and agreed to “the Shipping, Return, and Privacy policies.” See attached for Return Policy Order was placed into [redacted] Water Technology’s order management system, Sales-Order # *** Purchase Order # [redacted] was created to have customer’s order shipped directly from the manufacturer6/22/15: Manufacturer accidentally shipped the 120V version of the pump via UPS Tracking # [redacted] 6/24/15: Customer received pump7/3/15: Customer emailed sales department explaining that he (or his electrician) installed the 120v pump and “The unit has burned up ” ***Please note that I have attached pictures of electrical plugs with a 120v connection versus a 220v connection, they are quite different and keyed differently from each other to prevent the end user from plugging into the wrong voltage socket7/4/15: Sales Manager, [redacted] , emailed customer (on a holiday) to let him know he received his email and would look into it first thing on Monday (July 6)7/8/15: A replacement 220v motor and gear box assembly was shipped to the customer by the manufacturer FedEx Tracking # [redacted] 7/10/15: Customer received 220v motor and gear box Sales Representative, Steve Krueger, emailed customer apologizing for the issues and letting him know that he should receive the 220v replacement motor and gear box and to please contact him if there are any questions Customer replies to Steve stating that he only received half (only the motor and gear box assembly) and wanted his money back Steve handed the request back to Sale Manager, [redacted] 7/13/15: [redacted] emailed customer apologizing for his frustration and explaining how to change out the motor and gear box and letting him know where to look for videos on how to perform the procedure as well [redacted] also stated that if he would rather “return your equipment please send everythingback to us at [redacted] Water and will refund your original purchase price less the shipping cost.” Customer replied stating that the equipment appears to be fragile and the roller assembly stripped out and stated that he would not pay to have the items returned Customer also stated that he would be contacting his credit card agency7/14/15: Customer emailed [redacted] asking for the “final disposition” regarding this matter [redacted] responded that he “may return (his) equipment per our return policy.” Customer responded stating that he was going to contact his credit card company [redacted] replied letting him know “that’s called stolen property and credit card fraudYou are obligated to return the equipment for a refund.” 7/20/15: $was deducted from [redacted] Water Technology’s bank7/24/15: [redacted] Water received a Chargeback Notification from Merchant Services, Case Number [redacted] Responded to Chargeback (response detail given in previous correspondence with Revdex.com), USPS Tracking # [redacted] 7/30/15: Chargeback Response received by Merchant Services 7/31/15: $was deposited back into [redacted] Water Technology’s bank8/24/15: Received a package from customer(Photos of package and contents previously provided.) [redacted] emailed customer addressing the facts as stated above as well as stating:a (Customer) installed the correct voltage pump and in doing so (customer) incorrectly installed the pump head which caused the copper barrel to strip out in the roller assembly.b (Customer) sent back the replacement motor and gear box with the stripped out roller assembly still attached to the main shaft.c The ends of the pump tube still in the pump broke off during shipping due to improper packagingParts loose in box.d The original pump with wrong voltage was not returned so therefore (customer) still (has) it.e Because not all items were returned a quote to fix the pump that was return, waiving the $repair charge.f If (customer does) not feel that (they) want us to refurbish the pump then we kindly offer to return the parts to (customer) at our cost8/27/15: Customer responded that they would like a full refund and does not want [redacted] Water to refurbish the equipment8/28/15: [redacted] replied stating that not all of the equipment was returned and in order to process a return all items needed to be returned [redacted] also stated, “Please ensure that you pack the return item well to avoid any further damage in shipping The last return you sent was not packed properly which caused damage to the parts inside.” Customer responded asking [redacted] if he “gave” him the item in question and offered to sell [redacted] Water the equipment that he did not return8/31/15: [redacted] explained that the pump he received was part of a warranty replacement and stated that if [redacted] Water did not received the missing items the customer received by Friday, September 4th that [redacted] Water would return the items that were sent and consider this matter closed9/4/15: [redacted] emailed customer after all shipments had been received for the day asking for confirmation of his shipment of missing items for his return Customer responded that he would not be returning the items Returned items were properly packaged up and shipped back to customer via UPS, Tracking # [redacted] 9/11/15: [redacted] Water received a complaint notification from Revdex.com, ID # [redacted] [redacted] responded to Mr [redacted] at Revdex.com via email9/14/15: Customer rejected UPS shipment Tracking # [redacted] 9/15/15: Received notice from Revdex.com that customer rejected our response9/16/ After reading customers response; customer stated:“I contacted [redacted] water and they agreed to send me the itemthat I had ordered [redacted] also told me that I did not have to return thedamaged itemHe told me to keep it as a backup, I didn’t(email attached)” [redacted] Water emailed [redacted] (the Revdex.com representative that the response was sent to) asking for the “email” Mr [redacted] sent me:a Photos of USPS receipt of customer partial returnb Order Confirmation # [redacted] dated 6/19/2015***There was no email attachment as stated, and nothing showing where he was told to keep anything [redacted] Water emailed a response to [redacted] as directed by [redacted] in an email dated 9/16/Please let me know if there is anything further I can provide for youRespectfully, [redacted] ** [redacted] ** [redacted] ** [redacted]
We are sorry that Mr [redacted] feels as though this is a personal attack against him, it is not We have company policies and have to follow them for everyone We very seldom have problems with incorrect items or returns but when we do we strive to take care of them in the most efficient and practical way As soon as it was brought to our attention that Mr [redacted] received the wrong pump, we sent him a warranty exchange, no questions asked Upon finding out that the replacement did not work for him either, we asked for him to return the merchandise per our return policy and we would start the return process It wasn’t until after his credit card company refused his request for a chargeback that he returned a portion of the equipment sent to him Because not all of the equipment was returned we were unable to process a returnAfter inspecting the items that were sent back we determined that the damage was caused by the customer and some parts were damaged during the return shipment due to improper packagingWe then offered to fix the damaged pump for $in parts waiving the labor cost and paying for the return shippingMr [redacted] stated he wanted a full refund and we explained to him that we would need to receive all of the merchandise he received, including the original pump with serial number that was still in Mr***’s possessionMr [redacted] stated that he would not return anything else to us We are only asking to receive all the merchandise he received before processing any kind of a refund, because as stated to the credit card company in his first dispute, “Why should the customer receive a full credit when they refuse to return our merchandise; that is no different than theft.” We notified Mr [redacted] that we would return the pump and parts that he returned to us September 4th, if we did not receive the rest of the equipment per our email correspondence and would consider the case closed We emailed Mr [redacted] to confirm whether he returned the missing parts and he stated he did not and will not so we properly packaged the pump and shipped it back via UPS to him and it is estimated to arrive to his home on September 14th (tracking [redacted] ) The above summary can be substantiated with the attached email correspondence between Mr [redacted] and David [redacted] , our Sales Manager Attached in .pdf format is: Chargeback Notification from Merchant Services, Case # [redacted] Chargeback Response from [redacted] Water Technology dated 07/23/(of which was reversed and we received our funds back into our account on 7/31/2015) Email correspondence with Mr [redacted] following his partial return of merchandise, including photos of how product was improperly packagedPhotos of properly package product being returned to Mr [redacted] because of his unwillingness to send all of product back as required per our return policyUPS Shipment Detail of our return of his merchandise Thank you! [redacted]
I am rejecting this response because:Here is the proof, admitting that Cannon did indeed ship an item that I did not order and showing no chargeAdditionally, the email text from David Cannon himself :"This was the fastest way to solve the problem, alleviating you from having to return the original pump."You are more than welcome to have the pump backI did not ship it back with the original return because I did not realize that you had any use for itThat being said, you can pay for the return shipping since you had given me a pump motor at no charge I have no obligation to return any item that you gave to me.Please refund me my moneySend me a shipping label for this pump that I will gladly give back to you and all this absurdity can end
Mr [redacted] states that [redacted] Water is skirting the facts so they have been outlined below and substantiated with supporting documentation attached (all pages)To sum up the facts: Mr [redacted] (or his contractor) does not know the difference between a 110/120v and 220v electrical (Sometimes volts is referred to as volts or volts and volts as volts or volts.) This conclusion is being drawn from Mr***’s email dated 7/3/stating that the pump he first received, 120v, which is clearly marked on the box and has a different electrical plug, was still installedprongs are vertical with respect to the ground plug and prongs are horizontal with respect to the ground plug; the difference has been outlined below and attached Why did Mr [redacted] not contact us immediately for an exchange, prior to installing? Knowing this information [redacted] Water still had the pump manufacturer send him a replacement motor and gear box assembly, at no charge to him Mr [redacted] states in his rejection dated 9/16/that [redacted] told him that he “ did not have to return the damaged item.” And that there was an email attachment to the effectI contacted [redacted] at Revdex.com and asked him to send me the email attachment, and there was no email attachment stating for Mr [redacted] to keep any itemsThere was a photo of an USPS receipt of customer partial return and a copy of Order Confirmation # [redacted] dated 6/19/ Mr [redacted] states in his rejection dated 9/16/that, “I contacted [redacted] Water and asked for a full refund [redacted] told me to return the items and he would refund everything but the shipping” Mr [redacted] agreed to our return policy when he purchased the item and [redacted] on numerous occasions as outlined below (and stated and substantiated in our first round of correspondence with Revdex.com) asked him to return the entire product so [redacted] Water could process his return request as per [redacted] Water’s return policy Mr [redacted] states in his rejection dated 9/16/that, “ they STILL had not satisfied the initial sales agreement, they had not provided me with a working item ” [redacted] Water Technology not only supplied him with a working pump but with a working pump that was installed incorrectly (because the customer or his electrician did not notice that the pump was labeled as and that the electrical plug attached was for a 110) and a replacement motor and gear box assembly Both the pump and motor and gear box assembly needed to be returned complete, per the return policy, and Mr [redacted] still refusedAt this point, Mr [redacted] has not been able to provide anyone with any documentation showing that he was given, gifted, or otherwise a pump, motor, or any equipment All equipment that he received needed to be returned in order for us to provide him with a return of any kindAt this point, unless Mr [redacted] can provide any factual information showing that he is in the right by keeping a portion of what he received from us and getting a full refund is what he should receive, I find this matter to be closed; and if Mr [redacted] persists it will be considered nothing less than harassmentFACTS: 6/19/15: Order #placed online When placing an order online customer read and agreed to “the Shipping, Return, and Privacy policies.” See attached for Return Policy Order was placed into [redacted] Water Technology’s order management system, Sales-Order # *** Purchase Order # [redacted] was created to have customer’s order shipped directly from the manufacturer6/22/15: Manufacturer accidentally shipped the 120V version of the pump via UPS Tracking # [redacted] 6/24/15: Customer received pump7/3/15: Customer emailed sales department explaining that he (or his electrician) installed the 120v pump and “The unit has burned up ” ***Please note that I have attached pictures of electrical plugs with a 120v connection versus a 220v connection, they are quite different and keyed differently from each other to prevent the end user from plugging into the wrong voltage socket7/4/15: Sales Manager, [redacted] , emailed customer (on a holiday) to let him know he received his email and would look into it first thing on Monday (July 6)7/8/15: A replacement 220v motor and gear box assembly was shipped to the customer by the manufacturer FedEx Tracking # [redacted] 7/10/15: Customer received 220v motor and gear box Sales Representative, Steve Krueger, emailed customer apologizing for the issues and letting him know that he should receive the 220v replacement motor and gear box and to please contact him if there are any questions Customer replies to Steve stating that he only received half (only the motor and gear box assembly) and wanted his money back Steve handed the request back to Sale Manager, [redacted] 7/13/15: [redacted] emailed customer apologizing for his frustration and explaining how to change out the motor and gear box and letting him know where to look for videos on how to perform the procedure as well [redacted] also stated that if he would rather “return your equipment please send everythingback to us at [redacted] Water and will refund your original purchase price less the shipping cost.” Customer replied stating that the equipment appears to be fragile and the roller assembly stripped out and stated that he would not pay to have the items returned Customer also stated that he would be contacting his credit card agency7/14/15: Customer emailed [redacted] asking for the “final disposition” regarding this matter [redacted] responded that he “may return (his) equipment per our return policy.” Customer responded stating that he was going to contact his credit card company [redacted] replied letting him know “that’s called stolen property and credit card fraudYou are obligated to return the equipment for a refund.” 7/20/15: $was deducted from [redacted] Water Technology’s bank7/24/15: [redacted] Water received a Chargeback Notification from Merchant Services, Case Number [redacted] Responded to Chargeback (response detail given in previous correspondence with Revdex.com), USPS Tracking # [redacted] 7/30/15: Chargeback Response received by Merchant Services 7/31/15: $was deposited back into [redacted] Water Technology’s bank8/24/15: Received a package from customer(Photos of package and contents previously provided.) [redacted] emailed customer addressing the facts as stated above as well as stating:a (Customer) installed the correct voltage pump and in doing so (customer) incorrectly installed the pump head which caused the copper barrel to strip out in the roller assembly.b (Customer) sent back the replacement motor and gear box with the stripped out roller assembly still attached to the main shaft.c The ends of the pump tube still in the pump broke off during shipping due to improper packagingParts loose in box.d The original pump with wrong voltage was not returned so therefore (customer) still (has) it.e Because not all items were returned a quote to fix the pump that was return, waiving the $repair charge.f If (customer does) not feel that (they) want us to refurbish the pump then we kindly offer to return the parts to (customer) at our cost8/27/15: Customer responded that they would like a full refund and does not want [redacted] Water to refurbish the equipment8/28/15: [redacted] replied stating that not all of the equipment was returned and in order to process a return all items needed to be returned [redacted] also stated, “Please ensure that you pack the return item well to avoid any further damage in shipping The last return you sent was not packed properly which caused damage to the parts inside.” Customer responded asking [redacted] if he “gave” him the item in question and offered to sell [redacted] Water the equipment that he did not return8/31/15: [redacted] explained that the pump he received was part of a warranty replacement and stated that if [redacted] Water did not received the missing items the customer received by Friday, September 4th that [redacted] Water would return the items that were sent and consider this matter closed9/4/15: [redacted] emailed customer after all shipments had been received for the day asking for confirmation of his shipment of missing items for his return Customer responded that he would not be returning the items Returned items were properly packaged up and shipped back to customer via UPS, Tracking # [redacted] 9/11/15: [redacted] Water received a complaint notification from Revdex.com, ID # [redacted] [redacted] responded to Mr [redacted] at Revdex.com via email9/14/15: Customer rejected UPS shipment Tracking # [redacted] 9/15/15: Received notice from Revdex.com that customer rejected our response9/16/ After reading customers response; customer stated:“I contacted [redacted] water and they agreed to send me the itemthat I had ordered [redacted] also told me that I did not have to return thedamaged itemHe told me to keep it as a backup, I didn’t(email attached)” [redacted] Water emailed [redacted] (the Revdex.com representative that the response was sent to) asking for the “email” Mr [redacted] sent me:a Photos of USPS receipt of customer partial returnb Order Confirmation # [redacted] dated 6/19/2015***There was no email attachment as stated, and nothing showing where he was told to keep anything [redacted] Water emailed a response to [redacted] as directed by [redacted] in an email dated 9/16/Please let me know if there is anything further I can provide for youRespectfully, [redacted] ** [redacted] ** [redacted] ** [redacted]
We are sorry that Mr [redacted] feels as though this is a personal attack against him, it is not We have company policies and have to follow them for everyone We very seldom have problems with incorrect items or returns but when we do we strive to take care of them in the most efficient and practical way As soon as it was brought to our attention that Mr [redacted] received the wrong pump, we sent him a warranty exchange, no questions asked Upon finding out that the replacement did not work for him either, we asked for him to return the merchandise per our return policy and we would start the return process It wasn’t until after his credit card company refused his request for a chargeback that he returned a portion of the equipment sent to him Because not all of the equipment was returned we were unable to process a returnAfter inspecting the items that were sent back we determined that the damage was caused by the customer and some parts were damaged during the return shipment due to improper packagingWe then offered to fix the damaged pump for $in parts waiving the labor cost and paying for the return shippingMr [redacted] stated he wanted a full refund and we explained to him that we would need to receive all of the merchandise he received, including the original pump with serial number that was still in Mr***’s possessionMr [redacted] stated that he would not return anything else to us We are only asking to receive all the merchandise he received before processing any kind of a refund, because as stated to the credit card company in his first dispute, “Why should the customer receive a full credit when they refuse to return our merchandise; that is no different than theft.” We notified Mr [redacted] that we would return the pump and parts that he returned to us September 4th, if we did not receive the rest of the equipment per our email correspondence and would consider the case closed We emailed Mr [redacted] to confirm whether he returned the missing parts and he stated he did not and will not so we properly packaged the pump and shipped it back via UPS to him and it is estimated to arrive to his home on September 14th (tracking [redacted] ) The above summary can be substantiated with the attached email correspondence between Mr [redacted] and David [redacted] , our Sales Manager Attached in .pdf format is: Chargeback Notification from Merchant Services, Case # [redacted] Chargeback Response from [redacted] Water Technology dated 07/23/(of which was reversed and we received our funds back into our account on 7/31/2015) Email correspondence with Mr [redacted] following his partial return of merchandise, including photos of how product was improperly packagedPhotos of properly package product being returned to Mr [redacted] because of his unwillingness to send all of product back as required per our return policyUPS Shipment Detail of our return of his merchandise Thank you! [redacted]