Certified Readers Inc

Initial Business Response /* (1000, 5, 2015/12/07) */
FIRST I APOLOGIZE THIS RESPONSE TOOK A FEW DAYS AS I WAS ILL. IN RESPONSE TO THIS COMPLAINT I FIRST WISH TO STATE THAT THE CONSUMERS DAUGHTER HAS REQUESTED FOR CRI TO REMOVE THE PERSON MENTIONED FROM OUR CALL LIST FULLY AND PLACE HER ON THE DNC...

LIST. THAT IS FULLY GRANTED AND WE WILL NOT REACH OUT TO THE CONSUMER FOR ANY REASON.NEXT I WISH TO STATE THAT WE TAKE EVERY COMPLAINT SERIOUSLY AND PRIDE OURSELVES WITH PROVIDING THE BEST CUSTOMER SERVICE WE CAN WITH NO EXCEPTIONS.IN REGARDS TO THE ABOVE MENTIONED CUSTOMER WE REACHED TO HER ON ONE OCCASION AND HAD A PLEASANBT CONVERSATION WITH THE POLITE CUSTOMER. SHE STATED INTEREST IN RECEIVING OUR PRODUCT AND WE SET HER UP WITH THE MAGAZINE PACKAGE SHE CHOSE.THIS ORDER WAS PLACED ON JANUARY 16, 2015. IN THE RECORDIND THAT WE WERE GIVEN PERMISSION TO RECORD THE CUSTOMER WAS VERY POLITE, WAS A PLEASURE TO SPEAK TO AS SHE GAVE FULL PERMISSION TO ACCEPT THE 12 PAYMENTS TO RECEIVE THE TITLES SHE CHOSE AS SHE WAS TRANSFERED THREE TIMES TO HAVE ALL THE INFO VERIFIED AND WE WERE FULLY SURE SHE WAS HAPPY AND NEVER SHOWED ANY REASON FOR US TO BELIEVE SHE WANTED NO BOOKS. AGAIN ON BOTH SIDES THERE WAS POLITENESS, LAUGHTER AND SHE WAS VERY NICE TO SPEAK WITH. WE SENT THE CUSTOMER OUR WELCOME LETTER WITH ALL TERMS OF CANCELLATION AND OUR CUSTOMER SERVICE NUMBER STATED ON PAPERWORK MANY TIMES, AS WELL AS GAVE HER THE SAME TERMS MORE THAN ONCE AT TIME OF SALE. MTHE CUSTOMER NEVER EXPRESSED ANY WISH NOT TO GET OUR PRODUCT. IT IS DECEMBER 2015 AND THE ORDER WAS PLACED IN JANUARY, THIS ISSUE WAS BROUGHT TO MY ATTENTION AS CUSTOMER STATING FRAUD AND NEVER PLACED ORDER. I HAD TO PROVIDE THE RECORDING AS PROOF THAT ALL OUR SALES ARE NEVER FRAUDULENT AND ON THE RECORDING THE ENTIRE RECORDING IS CLEAR AND I AM SORRY THAT YOU FEEL THE PERSON SPOKE FAST , BUT I FEEL THE FRUSTRATION YOU ARE DEALING WITH HAS HELPED YOU COME TO THAT JUDGEMENT AS THE RECORDING WAS NEVER RUDE, FAST, OR DISARESPECTFUL. THERE IS LAUGHTER AND FULL COMMUNICATION FROM THE CUSTOMER. ALL PRODUCTS HAVE BEEEN BEING DELIVERED TO THE ADRESS PROVIDED AS CHOSEN BY CUSTOMER. IF I WOULD HAVE BEEN APPROACHED ASKING FOR A CUSTOMERS REQUEST TO CANCEL FOR THEIR REASONS I WOULD HAVE LISTENED AS I ALWAYS DO AND MADE EVERY ATTEMPT TO MAKE THE MATTER RESOLVE IN CUSTOMERS BEST WISHES. BUT WHEN I AM BEING ACCUSED OF FRAUD AND NEVER SPEAKING WITH A CUSTOMER AND MAKING FRAUDULENT CHARGES ON THEIR CREDIT CARD MY COMPANY MUST REPLY WITH FACTS AND DEFEND OUR REPUTATION AS I AM NOW. OUR CALL CENTER IS AN OUTGOING CALL CENTER THAT IS TRUTH, BUT OUR CUSTOMER SERVICE NUMBER IS OPERATED EVERY BUSINESS DAY WITH 100% CUSTOMER SATISFACTION OUR GOAL. ANY AND EVERY CALL TO OUR TOLL FREE NUMBER IS RESPONDED TO ASAP AND VOICE MAIL IS RESPONDED TO BY NEXT BUSINESS DAY. WE STRIVE MORE THAN HARD FOR A GREAT Revdex.com GRADE AND RESOLVE EVERY ISSUE WITH FULL COMPLIANCE. I APOLOGIZE IF YOU ARE UNHAPPY WITH YOUR FAMILY MEMBER CHOOSING TO RECEIVE PRODUCT FROM CRI, AND IN NO WAY DO I WISH TO COME OFF RUDE. BUT WHEN WE ARE ACCUSED OF A FRAUD TACTIC AND PROVE OURSELVES AS BEING FAR FROM THERE IS LITTLE I CAN DO BUT PROVIDE FACTS AND STAND ON FACTS THAT FRAUDULENT PRACTICES WILL NEVER BE A DEFINITION OF MY COMPANY PERIOD.AS STATED IN OPENING SENTENCE YOUR WISH FOR CUSTOMER TO BE PLACED ON OUR DO NOT CALL LIST IS FULLY RESPECTED AND GRANTED, I JUST WISH YOU WOULD HAVE CONTACTED ME UPON DIFERENT TERMS RATHER THAN FRAUD AND I WOULD HAVE WORKED WITH YOU FULLY TO MAKE THINGS OKAY ON YOUR END. JUST AGAIN WHEN BEING ACCUSED OF FRAUD I AM NOW AND ALWAYS GOING TO STAND FIRM ON OUR REPUTATION AND DESERVED GRADE WITH THE Revdex.com. I HOPE THIS RESPONSE CAN BE FULLY UNDERSTOOD AS NOT BEING HEARTLESS OR EMOTIONLESS. I HAVE THE SAME EMOTIONS AS OTHERS WHEN BEING ACCUSED OF BEING FRAUDULENT 12 MONTHS AFTER A ORDER IS PLACED AND DELIVERED AS AGREED TO.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is the consumer's son, not daughter. Thank you for placing my mother on the Do Not Call list.
There are a number of problems I have with the way you handle "customer service". For one, I have to call back three days after first contacting your customer service to hear the recording. This is inconvenient and sounds more like a tactic for your customers to forget to follow up... which I fell for initially, but did not the second time.
For another, I listened to the recording, as best I could. It sounded like your customer service representative had to hold the phone up to a speaker in order for me to hear the recording. I find it hard to believe that this is the best method of playing back the recording.
I did not say your sales person was rude or disrespectful. The conversation sounded pleasant enough. He did rattle off a lot of numbers and statements I thought was fast for an older person to understand. Again, my mother is 83. She also suffers from dementia, and I do not take lightly when I feel she is being taken advantage of. Why did you have to "transfer her three times"? Did she speak with three different people? Why is that necessary? Where are those recordings? This sounds like another tactic to confuse.
In the recording I heard her address, so I know you had the correct one. I have spent increasingly more time with my mother as she has become more and more dependent on me. Particularly right after the order took place in January and up until now, I have been watching her mail very closely for bills. I have NEVER seen any of the magazines she was "subscribed" to. Magazines that I know have come from a legitimate source (Time/People) arrive every month, and were successfully forwarded to her new address after moving in March. This is my main point of accusing you of fraud. She was paying $50 a month for products she never received. This is also a RIDICULOUS amount of money for 4 magazine subscriptions, when most have introductory rates for much, much less.
I don't know who "you" are, as you are responding to this complaint in the first person and not as a business entity. And I have no idea how I would have contacted "you", as you stated, as your "customer service" number was as far as I got, and they refused to give me a number to speak with someone at "Certified Readers". If you do not make yourselves available to be spoken to directly, that in my eyes is a deceptive business practice. If you truly believe in your company's practices and hold yourselves to such a high standard of customer service as you stated, then I expect to be able to speak to "Certified Readers", not a third-party call center.
Final Business Response /* (4000, 9, 2015/12/16) */
AGAIN I WILL START THIS OFF BY STATING THAT AS REQUESTED BY YOU YOUR FAMILY MEMBER HAS BEEN PLACED ON OUR DO NOT CALL LIST AND IN NO WAY WILL WE REACH OUT TO HER FOR ANY TYPE OF BUSINESS. TO RESPOND TO THE QUESTIONS IN YOUR RESPONSE YOU STSTED THAT IT TOOK THREE DAYS TO GET THE RECORDING PLAYED FOR YOU TO HEAR. YOU ALSO FELT THAT THIS WAS AN ATTEMPT TO DELAY THE RESPONSE FROM US IN HOPES IT WOULD POSSIBLY KEEP CUSTOMERS FROM FOLLOWING UP WITH THEIR QUESTION OR ISSUE. THAT IS FAR FROM THE CASE SIR. THE PROCESS IS IF A CUSTOMER CALLS IN WITH QUESTIONS OR CONCERNS MY CUSTOMER SERVICE STAFF RESPONDS TO THE CALLER AND ADRESSES THE ISSUE OR ISSUES AT HAND. I CONTRACT OUT MY CUSTOMER SERVICE FOR MANY REASONS BUT THE FIRST BEING MY OUTGOING CALL CENTER IN MINNESOTA IS STRICTLY A CALL CENTER WHERE WE REACH OUT TO POTENTIAL CUSTOMERS AND BY GETTING A FULLY DEDICATED STAFF TO FOCUS ON CUSTOMER SERVICE I AM ASSURED THAT THEY RESPOND QUICKLY AND ADRESS EVERY ISSUE FROM ALL OUR CUSTOMERS. I ALSO CONTRACT OUT MY CUSTOMER SERVICE AS TO BE SURE THAT ANY ISSUE A CUSTOMER HAS DOES NOT GO UNRESOLVED NOR PLACED ON ANY SHELF, NOT DEALING WITH THEIR NEEDS FULLY. IN THIS MATTER THEY REACHED OUT TO ME STATING THE RECORDING WAS NEEDED, I THEN REACHED OUT TO MY I.T PERSON AND HAD THE RECORDING PULLED UP, AS THIS IS AS WELL AS ALL OUR CUSTOMERS INFO BEING STORED ON A SERVER AND NOT AT HAND FOR ANYONE TO COME ACROSS NOR ABUSE IN ANY FORM. THE I.T. PERSON GOT ME THE RECORDING AND I GOT IT TO MY CUSTOMER SERVICE DEPT ASAP. THIS WAS THE REASON FOR THE POSSIBLE THREE DAY DELAY SO I APOLOGIZE IF YOU FEEL IT TOOK TOO LONG TO RESPOND TO YOU, BUT IN NO WAY IS ANY ISSUE DELAYED HOPING A CUSTOMER WILL FORGET THEIR ISSUE. NEXT YOU STATED YOU DID NOT LIKE THE WAY YOU HEARD THE RECORDING AS IF IT WAS PLAYED AND HAD A PHONE HELD UP TO IT FOR YOU TO LISTEN. I AM NOT SURE OF YOUR CALL IN WHICH YOU HEARD IT BUT I WOULD HOPE YOU UNDERSTAND THE PROCESS IN WHICH I STATED OF RETRIEVING THE RECORDING. I SENT THE RECORDING IN A FILE TO MY CUSTOMER SERVICE DEPT VIA EMAIL, SO I HOPE THIS IS UNDERSTOOD. NEXT THING IS YOU STATED YOUR MOTHER IS SUFFERING FROM DIMENTIA. I SINCERELY HOPE FOR THE VERY BEST FOR HER AND I TAKE THAT AND ALL HEALTH MATTERS VERY SERIOUSLY. AS I STATED IN THE FIRST RESPONSE THIS CASE WAS BROUGHT TO ME AS FRAUD AND CRI HAVING NO AUTHORIZATION NOR PERMISSION TO BILL THE CUSTOMER. I RESPONDED AS MY COMPANY DEFENDING A FRAUD ACCUSATION, BUT IF THE CASE WOULD HAVE BEEN BROUGHT TO ME AS A HEALTH ISSUE AND THOUGH THIS CUSTOMER IS NOT BEING BILLED ANY LONGER, I WOULD HAVE WORKED WITH YOU IN EVERY WAY I COULD HAVE TO RESOLVE THIS GETTING HER FULLY CANCELLED AND TRYING TO RESOLVE THIS TO MAKE YOU FEEL BETTER ABOUT THIS MATTER. AGAIN I AM SORRY TO HEAR YOUR FAMILY MEMBER IS SUFFERING WITH HEALTH ISSUES TRULY. YOU ALSO ASKED WHY THE CUSTOMER IS POSSIBLY TRANSFERED THREE TIMES, AS A WAY TO CONFUSE THE CUSTOMER? NOT AT ALL SIR, ACTUALLY IT IS TO PROTECT OUR CUSTOMERS AND I WILL EXPLAIN. THE INITIAL CALLER ASKS POTENTIAL CUSTOMERS IF THEY HAVE INTERESTS IN OUR PRODUCT. IF THEY DO THE CALLER MAKES SURE THEY VERIFY NAME, ADDRESS, AGE AND MAGAZINE INTEREST, THEY TAKE ZERO PAYMENT INFO OR FORM OF PAYMENT DETAILS AS THAT IS NOT SOMETHING WE LET BE TALKED ABOUT IN A OPEN CALL CENTER BY ANY CALLERS. THE CALL IS PASSED TO OUR VERIFIER AND THERE THE CUSTOMER STATES WHAT MAGAZINE PACKAGE THEY ARE INTERESTED IN TO FIT THEIR NEEDS, WANTS AND FINANCIAL NEEDS. SOME PEOPLE WISH FOR A SMALL PACKAGE OF 2 MAGAZINES FOR TWO YEARS AND OTHERS CHOOSE UP TO 6 MAGAZINES UP TO 5 YEARS, IT VARIES WITH EACH CUSTOMER. THE TERMS OF NUMBER OF PAYMENTS, TOTAL DUE WITH EACH PACKAGE AND ALL TERMS ARE CHOSEN BY CUSTOMER. IF THEY CHOOSE TO REVIEW OUR SWITCH LIST WE WALK THEM THROUGH AND WE MARK EACH TITLE THEY WISH TO RECEIVE AS SOME PEOPLE TAKE LESS TIME ON PHONE AND CHOOSE QUICKLY AND CALL BACK WHEN THEY GET OUR WELCOME LETTER AND LOOK OVER ALL TITLES AND CHOOSE AT THEIR TIME THAT WORKS FOR THEM. LASTLY WE HAVE OUR PERSON REVIEW ALL TERMS WITH CUSTOMER, REVIEW THEIR PACKAGE, AND AT THIS POINT THEY CHOOSE THEIR PAYMENT METHOD AND BILL DATE. THE LESS WE HAVE PEOPLE DISCUSS OUR CUSTOMERS PAYMENT DETAILS SUCH AS CARD NUMBERS ETC. THE SAFER WE KEEP OUR CUSTOMERS PERSONAL INFO. WE TAKE THAT VERY SERIOUSLY AND ASSURE YOU NO INFO IS LAYING AROUND ANY PLACE IN MY COMPANY BECAUSE THE MORE YOU TAKE EVERY PRECAUTION THE MORE YOU DO NOT HAVE TO EVER DEAL WITH AN ISSUE. LASTLY YOU ASKED ME THE PROCESS TO GET AHOLD OF ME, THE PRESIDENT OF CRI.I AM LISTED WITH THE Revdex.com AND I AM VERY EAGER TO CONTACT MY CUSTOMER SERVICE MANAGER AND SPEAK TO THEM BECAUSE I DEAL WITH ALL CASES THAT ARISE AS MY CUSTOMER SERVICE GETS MY ATTENTION INTO EVERY MATTER WHEN A CUSTOMER WISHES TO SPEAK TO ME. THE PROCESS FOR MY CUSTOMER SERVICE IS TO REACH OUT TO ME IMMEDIATELY AND I CALL CUSTOMER VIA MY CELL PHONE, DEAL WITH THE MATTER AND LEAVE THEM SATISFIED WITH OUR EFFORT TO MAKE THEM HAPPY AS WELL AS LEAVE THEM WITH MY CELL PHONE NUMBER TO REACH OUT WITH ANY FURTHER ISSUES. I WILL BE SPEAKING TO THEM TOMM TO ASK DIRECTLY BUT I AM THINKING THE REASON I WASNT CONTACTED TO RESOLVE THIS MATTER WAS THAT IT WAS A CASE BROUGHT TO ME AS FRAUD AND THEY WERE TO PROVIDE PROOF OF ORDER BEING PLACED. AGAIN IF I WOULD HAVE BEEN APPROACHED AS A HEALTH MATTER THAT IS A CASE THAT I HAVE IN PAST BEEN GIVEN BY THEM AND I FULLY HAVE DEALT WITH THE ISSUES AND RESOLVED THESE MATTERS. I HAVE ALSO REACHED OUT TO MY MAGAZINE DISTRIBUTOR AND VERIFIED THE MAGAZINES ORDERED AND BEING DELIVERED. I AM WAITING FOR A RETURN EMAIL FROM HER TO GIVE ME DETAILS SO I CAN BE ASSURED THAT EVERY CONCERN YOU HAVE IS FULLY ADRESSED. IF YOU WISH TO CONTACT ME TO FURTHER SPEAK FEEL FREE TO CALL MY CELL PHONE. MY NAME IS [redacted] PRESIDENT OF CRI AT (651)[redacted]. I HAVE ZERO PROBLEM CONTINUING TO WORK WITH YOU TO WORK THIS MATTER OUT FOR YOU. LAST THING MY COMPANY WISHES TO DO IS TAKE ADVANTAGE OF ANYONE OR LEAVE A CUSTOMER UNHAPPY. I HOPE MY RESPONSES HAVE FULLY ANSWERED ALL QUESTIONS YOU HAVE AND IF THERE IS FURTHER ISSUES ON YOUR END PLEASE FEEL FREE TO REACH OUT TO ME DIRECTLY AND WE CAN WORK TOGETHER TO COME TO A SATISFACTORY CONCLUSION. BUT AGAIN YOUR INITIAL REQUEST IS TO HAVE YOUR FAMILY MEMBER PLACED ON OUR DNC LIST AND NOT CONTACT HER AGAIN, THAT HAS BEEN GRANTED FROM YOUR INITIAL REQUEST. THANK YOU, [redacted]