Classic Homes Realty LLC

Hi Revdex.com of Tri-Counties, Upon receiving the Revdex.com complaint notification on Friday the 17th, our Tech Support Agent (TSA) investigated the issue and found that indeed his ticket was not replied onUpon discovery, our TSA replied to his ticket on Monday the 20th stating that the product might have an internal issue and needed to be repairedAs part of our Warranty Claim process, we ask for a proof of purchase, as was stated on our Warranty Policy card that came with the product, to validate the warrantyThe shipping back to us is normally on the side of the buyer since our warranty only covers the repair or replacement of defective unit, but in this case, it was stated on our reply ticket that we will setup a shipping label for him so we can replace the unitHe have not receive a reply from him as per your office’s instructionIt was unfortunate that his email was not properly replied on and he even received spam emails, which is embarrassing on our part and is a rather unusual performance of our Help Desk solutionIt is not our intention to ignore emails or tickets or to deny any of our customer of our utmost serviceWe are now checking the issue with our Help Desk software and its setup or settings to avoid future situation like thisWe would like to continue to connect with the Complainant to fully resolve the issue, up to the point of replacing his unit with a working oneWe would like to send him a new unit to replace the defective one and email him a Return Shipping Label to send back the defective unit to usHowever, we will not be able to satisfy his desired settlement of a refund since we were not the seller and hence did not receive his payment for us to refund to himWe would like to hear from him and come up with a mutually agreeable outcomeThank you, J [redacted] Technical Services DepartmentBOSS International Group Tell us why here

Revdex.com:
Because Planet Audio has admitted to procedural errors and the spam emails I am hesitant but willing to try and resolve this complaintI have reviewed the response made by Planet Audio in reference to complaint ID 11506327, and find that this resolution is a step toward a positive outcome
Regards,
C*** ***

Hi Revdex.com of Tri-Counties, Upon receiving the Revdex.com complaint notification on Friday the 17th, our Tech Support Agent (TSA) investigated the issue and found that indeed his ticket was not replied on. Upon discovery, our TSA replied to his ticket on  Monday the 20th stating that the product might...

have an internal issue and needed to be repaired. As part of our Warranty Claim process, we ask for a proof of purchase, as was stated on our Warranty Policy card that came with the product, to validate the warranty. The shipping back to us is normally on the side of the buyer since our warranty only covers the repair or replacement of defective unit, but in this case, it was stated on our reply ticket that we will setup a shipping label for him so we can replace the unit. He have not receive a reply from him as per your office’s instruction. It was unfortunate that his email was not properly replied on and he even received spam emails, which is embarrassing on our part and is a rather unusual performance of our Help Desk solution. It is not our intention to ignore emails or tickets or to deny any of our customer of our utmost service. We are now checking the issue with our Help Desk software and its setup or settings to avoid future situation like this. We would like to continue to connect with the Complainant to fully resolve the issue, up to the point of replacing his unit with a working one. We would like to send him a new unit to replace the defective one and email him a Return Shipping Label to send back the defective unit to us. However, we will not be able to satisfy his desired settlement of a refund since we were not the seller and hence did not receive his payment for us to refund to him. We would like to hear from him and come up with a mutually agreeable outcome. Thank you, J[redacted]Technical Services DepartmentBOSS International Group Tell us why here...