To Whom It May Concern: In regards to the subject complaint, please know that the matter was resolved as of May 19, 2017 by the replacement of the non-functioning unit. Unfortunately we have no record of a phone call from the claimant on or around April 24, 2017 as...
claimed. Our first contact was received at 9:16AM on May 2, 2017 via e-mail to which we replied at 9:57AM the same day with guidance as to next steps and advice as to the usual turnaround time (6-8 weeks) for consumer claims. Later that day the claimant then returned our message indicating that they would send the light in for exchange. The following is a listing of the sequence of events leading up to the Revdex.com filing: · May 4, 2017 7:20pm – claimant emailed USPS receipt for shipping and copies of Amazon order in the box. · May 5, 2017 1:30pm – email saying package was delivered to front desk. · May 9, 2017 9:34am – email asking what the status of the return is · May 9,2017 time unknown – Called and spoke to a service rep. Claimant was very upset with timeline of replacement. He said it had been “many weeks” and had not been contacted. Service rep tried to smooth over but claimant did not agree and raised his voice at her. Service rep transferred the call to a male service rep to see if he could smooth over, but still, claimant still felt the process was too long and raised his voice repeatedly at which point our service rep disconnected the call. · May 9,2017 early afternoon the returned light was retrieved and given a service rep for processing. · May 16, 2017 the light was tested and confirmed to be non-functioning. · May 18, 2017 Service Rep Supervisor called claimant to update the status of the claim and to inform them the replacement would be arriving via UPS next day air on May 19, 2017. In summary, our records indicate that contact wasn’t established before May 2nd as claimed. Our responses were consistent with our standard resolution protocols and comported in a professional manner. The claimant was not happy with the turnaround time and became belligerent. A replacement unit was inspected prior to being sent and the delivery was made in less than 3 weeks well within the estimated lead time of 6 to 8 weeks. In light of the foregoing, we would like the case re-opened and this response provided as evidence of satisfactory closure to the matter. Best regards, Matthew [redacted] Director, Quality Management System and Supplier Sustainability Southwire Company, LLC| 1530 S Shields Drive, Waukegan, Illinois USA | Office: 847.672.2341 | Cell: 470.747.9647 matthew.[redacted]@southwire.com
To Whom It May Concern: In regards to the subject complaint, please know that the matter was resolved as of May 19, 2017 by the replacement of the non-functioning unit. Unfortunately we have no record of a phone call from the claimant on or around April 24, 2017 as...
claimed. Our first contact was received at 9:16AM on May 2, 2017 via e-mail to which we replied at 9:57AM the same day with guidance as to next steps and advice as to the usual turnaround time (6-8 weeks) for consumer claims. Later that day the claimant then returned our message indicating that they would send the light in for exchange. The following is a listing of the sequence of events leading up to the Revdex.com filing: · May 4, 2017 7:20pm – claimant emailed USPS receipt for shipping and copies of Amazon order in the box. · May 5, 2017 1:30pm – email saying package was delivered to front desk. · May 9, 2017 9:34am – email asking what the status of the return is · May 9,2017 time unknown – Called and spoke to a service rep. Claimant was very upset with timeline of replacement. He said it had been “many weeks” and had not been contacted. Service rep tried to smooth over but claimant did not agree and raised his voice at her. Service rep transferred the call to a male service rep to see if he could smooth over, but still, claimant still felt the process was too long and raised his voice repeatedly at which point our service rep disconnected the call. · May 9,2017 early afternoon the returned light was retrieved and given a service rep for processing. · May 16, 2017 the light was tested and confirmed to be non-functioning. · May 18, 2017 Service Rep Supervisor called claimant to update the status of the claim and to inform them the replacement would be arriving via UPS next day air on May 19, 2017. In summary, our records indicate that contact wasn’t established before May 2nd as claimed. Our responses were consistent with our standard resolution protocols and comported in a professional manner. The claimant was not happy with the turnaround time and became belligerent. A replacement unit was inspected prior to being sent and the delivery was made in less than 3 weeks well within the estimated lead time of 6 to 8 weeks. In light of the foregoing, we would like the case re-opened and this response provided as evidence of satisfactory closure to the matter. Best regards, Matthew [redacted] Director, Quality Management System and Supplier Sustainability Southwire Company, LLC| 1530 S Shields Drive, Waukegan, Illinois USA | Office: 847.672.2341 | Cell: 470.747.9647 matthew.[redacted]@southwire.com