Convergence Technologies, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The listing picture is not clear and Selling a French version that will not work in the US is illegal. Microsoft will be interested in this as well
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

At Fast Track It, we strive to be transparent in all our business endeavors.  We auction secondary market items via our online platform. We purchase truckloads of inventory and have lotters photo and describe each item and then upload to our website for auction.  In addition, we have...

assigned categories to help bidders see what we see.  We state clearly in writing throughout the website, the terms and conditions and even signs in our warehouses that we do not test items, we do not assemble items, and we don’t verify part lists to confirm completeness.  Secondary market means, these could come from customer returns, overstock, shelf pulls or display/floor models.  We have no way of knowing if a customer used the item prior to returning the item or if the supplier simply had too many and sold them to us as overstock.  Written in the terms of every auction are the item descriptions and their definitions: Condition notation of "Appears new":these are items that appear to be in a new condition or have never been used previously. These items are not tested for functionality or completeness -for items that are marked "appears new" a bidder must examine the item thoroughly when picking up. If the item does not appear new or unused or if there is an issue, the bidder MUST report this to 2MC Management, Inc. prior to leaving the premises. Once the bidder has left the premises with the item, 2MC Management, Inc. cannot issue any refund for issues arising with the item.Condition notation of "Open Box":Items marked "Open Box" indicate that they could come from a multitude of circumstances - shelf pulls, overstock, returns. An open box item could be incomplete and has not be tested for functionality. 2MC Management, Inc. cannot issue refunds on these items if there are issues arising.Condition notation of "Damaged":Items marked "Damaged" could be new or used, but are noted to have certain damage. If possible, items will have secondary photos that display the damage, but are not still not tested for completeness and functionality and could have more damage than found upon being inventoried by 2MC. 2MC Management, Inc. cannot issue refunds on these items.These terms are required to be agreed to in order to place bids in the auctions. Mr. [redacted] bid on an won some “Open Box” items.  He spoke with the removal staff and was informed that they were “Open Box” items and could not be refunded.  He was offered a 10% discount on one of the items. Mr. [redacted] then emailed into Customer Support. (email thread attached) He was asked for information in order to look into his issue.Upon receiving the information, Mr. [redacted] was explained the policy for an open box item and then offered a courtesy refund for one item.All bidders are permitted a 1 time courtesy refund.  At that time the item descriptions are explained again in detail so the bidder is educated as to how we list items. Mr. [redacted] was not satisfied with a courtesy refund for 1 item and demanded to speak with a supervisor.  When it was explained that they would not be escalating the ticket, that the outcome would be the same, Mr. [redacted] then became a bit argumentative in his responses.  It was explained to him, again, the items descriptions and what they mean.  That we do not test anything for completeness or functionality. He was given dates and times when he could return his item for his refund. It appears he did return the item and received his refund.  No where was Mr. [redacted] told “I don’t know what to tell you” no where was Mr. [redacted] responded to with anything but the utmost professionalism by the Support Staff. I am attaching the email thread between the Support Staff and Mr. [redacted], the corrected invoice showing the refund amount and a copy of the auction terms that are to be agreed upon in order to place bids.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I ask for all the invoices, I have multiple emails requesting invoices from Fast Track.  I went to pick up my items, they were not there.  I asked for help and was referred to customer service, who refused to help me.  I do not need "education" I needed my items and I needed help at the warehouse, which was not provided.  Most of the items are damaged beyond what should be a salable item.  They know that the customers cannot open all the boxes and plug in items when there are no outlets or staff to help their customers.  They are at fault in this matter.  My items were resold and my money was kept by this company.  These are unfair practices and there are many complaints about their business practices.  They need to be monitored as they are gouging their customers by poor and unfair business practices.  If someone is in your warehouse trying to pick up their items, you have a responsibility to help them find the items, even when your auctions are listed incorrectly.  You can't even find your own auction locations in your own warehouse!  (see previous complain)  There are multiple negative comments on [redacted] and many other social media sites.  Eventually, this business will have to refund customers for all these broken and unusable items or they will be shut down.  The refusal to refund money when I was in the warehouse to pick up items is poor customer service and shows how they treat their customers.  Hopefully, enough people will become tired of being duped and stop shopping there.  
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, the only response I received from the company was the email notifying me of the business response, which was disappointing they did not reach out to me as they stated they would in their email. Oh goodness - where to start. First I think it is incredibly important to note and understand that I ask to speak to someone LIVE on the PHONE and was denied that more than once. Email communication is part of the problem, the reason it escalated to the point it did AND I believe the inability to understand someone's perspective (despite specifically stating I was not threatening that the marketing language is something I am a professional in and it was a professional courteousy...I’ve dealt with tons of legalese, regulatory issues, etc in a marcomm environment so I was trying to give them a HEADS UP not threaten) is exacerbating the issue. So I will address the inaccuracies first...starting with the one most glaring.1. Amope - Product Purchase - I have bought this product 2 separate times in 2 separate auctions. The first time I purchased the product, and an issue (lost items) ongoing at this Broadwell location, they could not find the product and were supposed to issue a refund. I'm still waiting on that refund. I have no idea why Ms. [redacted] believes I picked that up because I have the refund paperwork. One purchase or transaction has nothing to do with the other, I believe my point in Ms. [redacted]' email was misconstrued...I stated it because it is an extreme waste of time to buy something (auction bidding time) travel to pick-up the purchase (30 minutes) search for the purchase (30 minutes), stand in line to get it noted for a refund (20 minutes…sometimes less) and repurchase for what should have been $9 (I believe) but turned out to be $12.55 (plus the taxes and premium). The time, hassle and frustration is something I would hope no business would take lightly when dealing with a customer. So my apologies if somehow the language in my email conveyed that in any way I was looking to get the second product for the price of the first one THAT I never received. Although that would be awesome. (So I am clear - I still do not have that product NOR a refund for that product.) Oh and there was no communication between the CSR and I about that or returning that product...nor me refusing to return something I never received. So I want to be very clear in my intentions of being honest and forthright not shady and crappy.2. Bidding, Terms/Conditions and the Popup Window– This is very concerning to me. If practices are/were transparent why isn’t there simple language stating as such? “Every bid made is a new and a cumulative bid” or simple language stating “Increasing your maximum bid is a new bid and will follow the bid increments established” with an example that they are bidding AGAINST themselves. On other auction sites that have set the precedence and standard for online auctions – a window pops letting you know you are already the winning bidder ….it does not charge you to increase your bid, which is basically what this site is doing – it is saying if you choose to increase your bid we are going to force you to bid again at the increment we decide. Standard practices are not followed here...A customer can increase their winning bid at any time without it being a separate and cumulative bid. So why not specifically tell the bidder this…it is not normal practice. The terms and conditions language assume you made a mistake….but that doesn’t state the mistake. Other auction sites state the true “mistaken bid” and to contact them prior to the auction end to have it addressed. So the terms and conditions do not state it, the pop-up window does not state it or make it clear AND it is actively against industry norm in a live auction and for an online auction. This is truly where I believe based on speaking with customers while waiting in line – “bidding against yourself” is not commonly known and if they have CSR records to exhibit that multiple people have called in because of it and made no attempt to correct it it’s an even easier case for a class action lawsuit. I never threatened contacting my lawyer as I stated in my email. I truly want fair practices AND assumed the business was operating fairly to customers. THIS IS MY LARGEST CONCERN and based on the response I’m concerned this is blatant disregard for consumer practices.3. Communication – a. My email to the CSR…I truly believed this might have been a mistake in whatever “technological system upgrades” were taking place. I’ll address this in my Invoice section below. So when I saw the system bid against myself I wanted to let them know. The response I got was the random terms and conditions language and I did not understand the correlation. There was no concern or real “customer service” in that email as you can clearly see. Just cut and pasted contract language. When the rep responded…and I’ve seen this at the sites in some cases, it felt like a "we know and we don’t care response"…which was upsetting for me. But the bigger upsetting fact was the magnitude of such disregard. Again, I still thought this was a technology system issue and I have never noticed my bid increasing before…I’m an avid auction site participant and customer. So…if I see that the bid has gone from 1 to 9 and my max bid was 10…I would increase my max bid so I could increase my odds at winning that item and not have to stay at my computer to make the next bid. That is how [redacted] and most other auction sites (including the government sites) have trained people to participate. Increasing the bid isn’t a mistake…but if you tell me that by increasing my bid I am bidding against myself…woah wait a minute…I should wait to make that next bid because someone else may not bid against me. It also frees me up to not have to be at my computer waiting every minute. But if you don’t tell me and hide it…it’s sketchy. So yes, I stated because this is not clear communication at all, I would have the credit card company charge the item difference back (I couldn’t state the amount because I wasn’t sure what the premium and sales tax would add up to.) I also did not want to say – give me a refund because I had already tried to get this item and they (FTA) lost it.b. My email to Triche [redacted] – Director of Operations (But I didn’t know that..she was the only name stated on the Revdex.com website…and I didn’t realize that until after I had submitted the complaint.) This email was sent after completing the forms on the Revdex.com as I used my complaint text from [redacted] and my email to their office as a guide - cut and paste. I sent her Ms. [redacted] the email telling them I was filing a Revdex.com complaint…again letting someone in an executive leadership status know the problems and how customer service handled it. I also had no idea how long it would take the Revdex.com to send the complaint over and someone to respond. So again, trying to be proactive and give a heads up, plus I also wanted a resolution. If I had understood Ms. [redacted] didn’t understand I was filing the complaint and expected me to wait, I most certainly would have responded via email to explain that. I thought I would hear form someone via phone and if I had, I'm certain there would have been no misunderstanding or the reaction of deleting/prohibiting me from being a customer. The reaction instead of trying to understand and address the issue is disheartening.  4. Invoices - I was made aware of the system upgrades when I contacted a CSR because I realized I wasn’t receiving winning bid invoices…I still can not tie all charges back to the invoices….and in some cases I was receiving 4 invoices for the same auction and item – I know one case but unfortunately do not have the email as I never thought anything about keeping it…I was invoiced for just one item…then invoiced again for that same item and another item I won. It was very confusing so I began deleting invoices that appeared multiple after checking the first item and invoice # to make sure. I thought their system was duplicating invoices and it did for many days. What I didn’t realize until I printed two out was that the invoices could be different but for the same product. So I had 2 invoices…one was for one item and the second invoice was for the first item invoiced and another item I had won. I showed both invoices to the guy that day asking – did I win this twice and he looked at it shook his head and said “who knows, I only have that you won these auctions.” This is when I discovered I had won items that I did not receive invoices for because He was willing to share with me what I was supposed to pick-up. I did not have the invoice nor was the invoice in my email. I can’t make this stuff up, nor would I want to or do I have the time. I’m a single mom…I just want to be invoiced and if yahoo is acting crazy which sometimes happens…I want to know that I am being diligent to try and make sure I receive the items I bid on and paid for. FTA could not tell me what I had won and not picked up…Dawn was the rep that responded to that email stating they were having system upgrades and while normally they could tell me, they could not for the next few weeks as they had no way to access that information. So I’ve pulled my credit card account…seen that I’ve spent over $800 and been refunded for just a couple of the items that I rejected or they lost/were not found. When I ask for the invoices to be sent, I cant tie them back to the charges…there are some missing or the amounts vary. I just discovered this yesterday when I was culminating my spend after bidding on March 6th through March 25th…over $800 in 19 days and instead of trying to in[redacted]igate the issue….they’ve said we’ve closed her account.  I will be requesting every invoice sent to me via mail at this point so I can verify the charges, I can not do anything about server, technology, network or system issues with an email provider or server hosting.Companies operating fairly and by ftc guidelines are not on the defensive, are transparent and practice due diligence when there are issues that would be considered problematic. So I am once again asking for the same thing as I stated previously and 2 additional requests;1.    Do what is right for the business and customer – be transparent and update the language to say what you have stated you believe it infers. Advertise the bids are cumulative and separate the mistake language is not clear especially in this instance.2.    Refund the difference – I’ve not yet submitted a charge back through [redacted]…I always want to give the company the opportunity to respond and be fair. The difference between bid 1 and bid 2 plus taxes and premium are completely fair!3.    Fix your customer service4.    Reinstate my account and call me vs make it all impersonal while assuming I am being personal and threatening.5.  Mail the invoices...I ask they be resent, I can tell you I still didn't receive them via my email...I will be picking up tomorrow at School Road and Broadwell...if Ms. [redacted] is available, I'm happy to have a good conversation with her at that time - not a defensive or heated one as I will have my 5 yr old daughter with me.[redacted] – Because I originally submitted this complaint to [redacted] (the night prior) today they sent me a message they were forwarding it to your office. I followed the exact same process and even copied and pasted the email and the complaint text. The [redacted] company - Fast Track Auction Sales was very nice and kind in their response stating they were not affiliated as they separated affiliation in 2014 and redirected me to file the complaint with Cincinnati to the company Fast Track It. There’s no reason for someone else to receive the other complaint and readdress…do you need anything from me to omit that or delete it? Please let me know.Many Regards, [redacted]Regards,
[redacted]

Revdex.com:
Re
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Revdex.com Complaint ID: ...

[redacted]                                   ...⇄ May 12, 2017   [redacted] Daytime Phone: ###-###-#### Evening Phone: ###-###-#### E-mail: [redacted]   At Fast Track IT we strive to be transparent in all our business endeavors.  We offer secondary market items at deep discounts off retail pricing via the online auction process.    Secondary market items means we receive and place for auction customer returns, overstock, shelf pulls and display/floor models.  We cannot stress, urge and plead with bidders enough to preview items they are interested in bidding for PRIOR to placing a bid so they are well aware of the item’s condition and can determine if they would like to proceed to place a bid. We auction the product we receive “as is – where is” just as any live auction does.  Quality of items varies from item to item, so it is imperative for bidders to take responsibility to preview.    We cannot choose the items sent to us by our various suppliers, we purchase truckloads at a time from many vendors and cannot stress enough this is SECONDARY MARKET ITEMS, the items quality varies from item to item, we list what we receive.   There are responsibilities in the online auction process of both the bidder and our Company.  Our company has met and exceeded our responsibilities but we can prove by the complainant’s own statements that he did not meet ANY of his responsibilities.   [redacted] agreed 3 times on each item in which he placed a bid, that he agreed to, read and understood the terms and conditions, however, he did not do so because the terms clearly state that we do not test, assemble or verify completeness of any item.  We also created 3 categories to help describe our items:  Appears New – Open Box – Damaged.  Our support copied and pasted the exact terms in the email chain to [redacted] to try to help him understand what he agreed to each and every time he placed a bid.    [redacted] began bidding with us on May 4, 2017.  [redacted] bid and won on 22 separate auctions in 2 days’ time from May 4th to May 6th without previewing even one item.    [redacted] states in his own complaint that he arrived on location knowing that he had “30 pages of receipts of items. Almost 150 items in all” to be retrieved and checked out before our closing time.  We clearly state closing times for all of our locations and we adhere to them and expect our bidders to do the same.  Bidders must arrive in time to pull their items and check out prior to closing time.    [redacted] repeatedly tells our support team and the Revdex.com that he lives an hour away which is why he did not preview ANY item prior to placing a bid.  Again, we cannot stress enough that we auction secondary market items and it is the bidder’s responsibility to preview to make a determination for them PRIOR to placing a bid.   Our company’s responsibilities include, taking photos, typing descriptions, using the categories that we include the definitions of in the terms as an aid to the bidders in making wiser bidding choices.  We are responsible to be open and available during the advertised removal period times.  We do not test, assemble or verify completeness of ANY items and state so repeatedly in our terms and on huge signs in our warehouses.   We are an online company and after years in business, have decided the best means of communication is through the written word.  It helps to keep emotions down and factual information can be shared.  We do not choose to have phone conversations after analyzing this process, we offer email support and live chat support.  [redacted] became hostile in the written email chain to our support team which only confirms that it was a good decision to limit communications through written word.   Please note that the only Peanuts Flying Ace item we could find that was recalled was produced by LaRose Industries  (Other brands are not under recall).  Since we can’t verify that this item is the LaRose Industries brand, we will gladly refund [redacted] his bid price of 6 cents plus buyer’s premium and taxes.  This refund will be processed today and depending on his bank’s policies, can take up to 3 to 5 business days to show back in his account.   It is unfortunate but since [redacted] is not happy with our company, our products, our staff, our processes or procedures and has not met any of his responsibilities in the online auction process that he agreed to 3 times each time he placed a bid, we choose to sever our business relationship with him.  His bidding privileges will now be revoked.   If [redacted] tries to re-register as a bidder, this will be considered fraud and will be prosecuted to the fullest extent of the law.   [redacted] is not welcome to enter any of our warehouse locations; full listing is available on our website.  If [redacted] attempts to enter any of our premises; this will be considered trespassing and will be prosecuted to the fullest extent of the law.   [redacted] is not welcome to communicate with any of our personnel, if [redacted] attempts communication with our personnel, this will be considered harassment and will be prosecuted to the fullest extent of the law.

Revdex.com Complaint ID:  [redacted]                                   ...⇄ May 8, 2017 [redacted]
Cincinnati , OH 45216 Daytime Phone: ###-###-#### E-mail: [redacted] We are happy that Ms. [redacted] agrees she has received each invoice requested. Each warehouse has a dedicated staff that we call "seekers", they are available during REMOVALS to help bidders locate their items.  Each warehouse has signs that indicate row numbers and a location guide available upon entering the warehouse during REMOVAL times.  This staff and the guides are NOT available at any other times than the designated REMOVAL times.  Unless Ms. [redacted] can be more specific regarding whom she asked for help, I cannot address that complaint except to repeat our protocol above.  This is standard practice at all locations. Please note, items will be consolidated and moved for the 2nd COURTESY week of removal since we are prepping new auctions and need the space.  Items will be harder to find if you miss your removal dates and wait until the 2nd COURTESY week to pick up.  The 2nd week is a courtesy we offer, but the actual removal dates that the bidder agrees to prior to placing a bid are the only dates we MUST have the items available.  We will not refund items that the bidder does not show up to the removal period and instead waits for the courtesy week after the items have been consolidated. We auction SECONDARY MARKET ITEMS.  To better educate Ms. [redacted], secondary market items means customer returns, overstock and shelf pulls.  Items may be damaged hence we offer a preview opportunity at each and every warehouse location so the bidder can judge for themselves PRIOR to placing a bid.  We do not know why items are returned to the primary seller, we do not know how long a customer used the item before being returned to the primary seller.  We photograph and type a description of each item to the best of the ability of the person lotting that auction.  However, we cannot stress enough the importance of the preview period that allows bidders to see for themselves and judge for themselves PRIOR to placing a bid. If bidders take advantage of the preview times (also specific at each warehouse location) every warehouse has outlets available to plug items in to see if they power up, because we work out of warehouses, outlets are typically not located in the walls, but instead on the huge metal poles that run through each warehouse.  If you cannot locate an outlet, please reach out to the warehouse manager for help, please don’t disrupt the lotters during non-removal days. We are proud to be able to offer secondary market items that allow our bidders to save up to 90% off of retail pricing.  We are proud of our staff and spend much time and effort training and coaching them to run each location and to have pride in their warehouse as if they are the owner themselves. We are proud of our rating not only with the Revdex.com, but the success and satisfaction that our bidders express to us on a daily basis through email, support chat and in person at our warehouses. Due to the extreme unhappiness with our product, warehouses and employees, we are happy to revoke Ms. [redacted]’s bidding privileges if that is her preference.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Te Revdex.com Complaint ID: ...

[redacted]                                   ...⇄                         June 20, 2017 [redacted]
Daytime Phone: ###-###-####E-mail: [redacted] At Fast Track IT we strive to be transparent in all our business endeavors.  We offer secondary market items from customer returns, shelf pulls, overstock and floor/display models.Since we offer secondary market items, the boxes may not match the items inside.  That being said, we also ask that the bidder, take the time PRIOR to placing a bid, to preview the item in which they are interested and again PRIOR to leaving our building to inspect the items they won.  If the item described does not match was they are receiving, this is the time to bring it to the attention to the removal staff PRIOR to leaving our buildings.  This item did match the description listed, if Mr. [redacted] did speak with staff on site, they too would have looked the item up and seen the same thing we are now looking at.  We also offer and ask bidders to take advantage of the preview PRIOR to placing a bid. Mr. [redacted] attached photos of the box only, not the items inside.  I’ve attached the actual auction listing with the accompanying photos that are on the website as well as the actual listings that I found on Amazon.  Mr. [redacted] did get what he paid for regardless of what the box says at a great discount from retail pricing. Once a bidder invokes his rights to consult an attorney, out staff is instructed to cease all communications with the bidder and let our attorney handle.  Since Mr. [redacted] states he is married to an attorney and will pursue legal action, our support staff did respond correctly with Mr. [redacted]. After years of allowing bidders to “speak” with our support staff, we made the corporate decision to have all communications through the written word.  We found that bidders that demand to “speak” to a manager or staff member simply want to vent and our staff ends up being verbally abused and abased.  With the written word, we are able to clearly respond and keep emotion out of the equation. Mr. [redacted] did receive what was described and for what he paid, we will not be refunding him. Sometime the online auction process is just not a good fit unless the bidder is able to attend the preview period PRIOR to placing a bid on an item.  We ask that Mr. [redacted] sincerely reflect if this is a good venue for him. ll us why here...

Revdex.com Complaint...

[redacted]                                   ...⇄ July 4, 2017  
[redacted] Daytime Phone: ###-###-#### Evening Phone: ###-###-#### E-mail: [redacted] At Fast Track It, we strive to be transparent in all our business endeavors.  We auction secondary market items via our online platform.  We purchase truckloads of inventory and have lotters photo and describe each item and then upload to our website for auction.  In addition, we have assigned categories to help bidders see what we see.  We make it clear in writing throughout the website, the terms and conditions and even signs in our warehouses that we do not test items, we do not assemble items nor verify part lists to confirm completeness.  Secondary market means, these could come from customer returns, overstock, shelf pulls or display/floor models.  We have no way of knowing if a customer used the item prior to returning the item or if the supplier simply had too many and sold them to us as overstock.  Mr. [redacted] agreed PRIOR to being allowed to bid on our website that he read and understood the terms and conditions of the auction (attached).  Mr. [redacted] bid on and won 11 items that were clearly listed as open box items, not “in the box” items.  (Attached is Mr. [redacted]s receipt)  If an item arrives, in a box, we do not sell the box, we sell the item inside the box.  This means that the box may or may not match what is in the box.  The box has been transported via semi-trailer to arrive at our location, so the box may be damaged, torn or beat up, but were not selling the box just the item inside, the box is free. On our website, we list a stock photo, the item description, the category and ask that the bidder “see additional photos” which is what was mentioned in paragraph 2 above.  These are the photos of the actual product being offered for auction. (Listed on Mr. [redacted]s receipt and on the website as well.) The online bidding platform is not for everyone.  It takes responsibility from both parties to make this a beneficial experience for all.  Our company has the responsibility to photograph, describe, list a category and make available for preview the items we offer for auction.  The bidder too has responsibilities.  The bidder must take the opportunity to preview the item PRIOR to placing a bid.  The bidder is welcome to test the item when they come to preview, PRIOR to placing a bid.  The bidder must actually read and understand the terms and conditions PRIOR to just clicking through to place a bid. We have met all of our obligations and responsibilities and have in no way falsely advertised ANY item of which Mr. [redacted] won per his own receipt. Mr. [redacted] has not met any of his responsibilities.  Mr. [redacted] did not read and understand the terms and conditions although he did agree to them.  Mr. [redacted] did not preview his items PRIOR to placing a bid.  Mr. [redacted] did not take the opportunity to test his items PRIOR to placing a bid.  We ask that Mr. [redacted] decide if this is a workable platform for him to use, again understanding that it must be beneficial to both parties.  We will not be issuing a credit to Mr. [redacted].

Revdex.com Complaint ID: ...

[redacted]                                   ...⇄ March 8, 2017   [redacted]   At Fast Track IT we strive to remain transparent in all of our business endeavors.  We offer secondary market product from overstock, customer returns and shelf pulls via online auction process.We would like to take this opportunity to educate the [redacted] on our processes and procedures and to be able to keep them as a customer.    The [redacted] have already previously received their one time only courtesy refund on another item. As stated above, we offer secondary market items.  The advertisement of the item (attached) is what we saw as well.  The box clearly states that this was Legos model 4184.  By the [redacted] own complaint, it took them an hour after opening the box and assembling the pieces to determine that it was not model 4184.  They also state that they did check it during the checkout process and were also unable to tell there was any discrepancy.  Since we clearly advertise that we do not verify completeness, check for parts, assemble or test any item, we too have no way of knowing that this was a “Japanese knockoff”, to use the [redacted] terms. There was no scamming involved.  The example used by the [redacted] of receiving a DVD player instead of a TV does not in any way apply to this situation.  If you purchase a secondary market item that is advertised as a Sony Model 4184 TV and instead you receive a Sony Model 4195 TV, there is obviously no attempt to deceive the customer, it is a simply a model mistake.  They did not receive a toy train instead of Legos, they received Legos. There are responsibilities on both sides of the online auction process.  For our part, we take photos and describe the items we are offing for auction then place them online.  We also offer an opportunity to preview each item PRIOR to the bidder placing a bid.  The bidder’s responsibilities include looking at the photos, reading the actual description and taking advantage of the preview times in order to see and touch the item PRIOR to placing a bid. Based on the conversation with our support team (email chain attached) and the online auction photos and description (also attached), the [redacted] did not take advantage of the preview time available to them.  They were also unable to determine that anything was different with the Legos until an hour into assembling the product. Although we don’t appreciate the [redacted] referring to “scamming” nor referring to our company in such derogatory terms we would like to keep them as customers if they can understand our processes and procedures.  We will not be offering a refund on this item. All of our criteria were met in this instance.  If the [redacted] choose to no longer bid with our company, we will be sorry to lose them, however we cannot stress strongly enough that responsibility relies on all of us doing our parts and understanding our process of NOT verifying completeness, checking for part, assembling the items or testing the products.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] The response from [redacted] is consistent with the poor training they gave their [redacted] employees.     They continue to use the term "appears new - never used" to be identical in reality to "open box", in reality two VERY different conditions.    Their policy of improperly describing items (so they receive higher bids) an ignoring their own policy when bringing it to their attention when those incorrect descriptions are challenged.   As they noted I have been a long term customer of Fast Track and have NEVER had a problem with the descriptions being blatantly overstated or at least addressing them anywhere but at [redacted].  When they take the "never been used" descriptor off their policy then the "appears new" could mean anything (which is their actual position today) and let the buyer beware.

Revdex.com Response #[redacted] Bidder # [redacted]-springdale   [redacted]’s complaint is that he bid on an item listed “appears new” – went to pick it up and it was clearly a damaged return they were trying to re-sell. Fast Track It is a secondary market place that offers...

inventory and equipment through its auction platform which allows Bidder’s to name their own price for items at a fraction of the original MSRP. The items offered are not inspected for completeness nor tested for functionality. All auction items are sold “AS – IS” with Bidder’s assuming the risk if they do not preview items prior to bidding. Once an item has picked up from the warehouse, the sale is considered “FINAL” or “Closed”. Mr. Long submitted several tickets and filed a chargeback on his issue. The Warehouse Manager and Support team were trying to help him. The Warehouse Manager would normally have taken care of this at the time of pick up, but she was on vacation. She replied upon her return. Mr. Long left his items at the warehouse and a refund was submitted today, October 6, 2016. Mr. Long is to cancel the chargeback and supply documentation to that effect.

Bidder privileges were turned off under a previous Bidder number profile ([redacted]) for a dispute of an invoice from April 2013.November 2015, Bidder re-registered creating a new Bidder profile ([redacted]), privileges were suspended from this account due to the previous Bidder profile.Due to the...

length of time since the original dispute and not enough documentation to the extent of the original dispute,the bidding privileges have been re-instated to the new Bidder profile. ([redacted]).

After logging in I did not see this complaint listed, so I am emailing our response. Mr. [redacted] submitted his original request for item refunds on 11/12/2015 at our School Road Removal. On 11/20 he notified our Customer Support Team that his Refunds were not processed and they were...

re-submitted on 11/25 and processed on 11/29/2015.Refunds take 3-5 Business days to be processed and the Bidder was notified of this.When Support was notified that the original request for refund was not processed, the reqest was confirmed and re-submitted and processed within the 3-5 business days.  Refunds were processed on 11/29/2015 for:[redacted]
[redacted] [redacted]Director, Customer Support[redacted]Fast Track It - Online Auction SalesPhone: ###-###-#### - [redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I will be looking forward to that email for refund.
Regards,
[redacted]