Cooper Safety & Health SVC

The customer service manager spoke with this customer on 2/17/2016, and spoke with him regarding the back order of his lightbarHe purchased a lightbar on clearance for These ligthbars retail for over Rather than cancelling the customers order we held on to it, made the lightbar, and ordered more switch boxes that had sold outSince we ran out of switch boxes the order had to be held on back orderThe customer called in a few times and emailed and stated that the customer service reps continued to give him different dates for the deliveryHe got fed up with speaking with our customer service staff and contacted the Revdex.comWe advise customers that the best outcome comes from speaking with a manager not by filing Revdex.com complaintsIn this case, there is nothing different that can from the Revdex.com complaint vsspeaking with a managerThe lightbar is still on back order, and customer doesn't want to cancel the orderWe are here to help our customers and have their best interests at heart, that is why we held his orderWe know the customers want this bar and was it at this price, even if have to wait for it, and appreciate that we do that for themIn this case calling the customer to make him aware of the back order every time we have an update would have been the best outcome for all of usBecause we are busy we try to think of what's best for the customer, and in this case we should have cancelled the order if we didn't have all the parts and did not have time to make all the appropriate calls in the time frame we would have likedHe is out of a number of back orders for this itemWe know we can't make everyone happy, but because the remaining customers are happy to wait and he did not want to cancel the order, we are confident we made the best call for our customers and for himIt's difficult to service customers who don't give us an opportunity to help them before making their claims publicWe tend to be less inclined to assist customers who are unreasonableWhen customer say "I shouldn't have to ask with a manager" but would like to contact the Revdex.com, we find that is an unreasonable form of communicationThe Revdex.com guidelines will also let consumers know to make sure they have exhausted all efforts to find a resolution with the company before filing Revdex.com complaintsWe do our best to be available to our customers and only if they are unable to get assistance from a manager can we see reaching out to the Revdex.com as validWe don't like to service customers who don't want us to service other customersWe can't know there is a problem if it is not brought to managements attention that there is one and we are given a fair opportunity to speak with the customerWe will fill this order despite the customers submission of a complaint and refusal to speak with a managerWe believe we have come to an understanding of how these matters should be handled in the future and we will do our best to continue to support our customers and provide service that we can confidently say no one in this industry offersThis the reason we have the most Facebook likes and invite our customers to do their researchWe appreciate the Revdex.com's service and commitment to quality customer care and consider this matter resolved

Dear Revdex.com: Thank you for your recent correspondence to the executive offices of SpeedTech Lights regarding the customer referenced in this case The Customer Service Manager has made multiple attempts to reach the customer by phone at both numbers provided prior to the submission of a complaint and after, with no successIt is not our business practice to take complaints lightly, and we must speak with our customers to do all we can to find a resolutionOn all occasions that we have left a voice mail at phone numbers provided to us, the customer has not returned our call and has made no effort to resolve this matter in a civil mannerTerms and Conditions along with policies are available for all our customersWe are sorry to hear it is not this customer's purchasing practice to read any termsShould the customer desire an alternate outcome he must call in and speak with the Customer Service Manager as is customary in all escalation casesIn this case, the customer is making not attempt to communicate with the Customer Service Manager by returning her calls and voicemailsPer the December 30, response to the Revdex.com, SpeedTech Light’s decision remains unchanged Sincerely, SpeedTech Lights Inc

We are very sorry for the delay of your special orderAs much as we would like to be perfect we know from time to time we will not beSpecial order do not ship independently from our regular order cycles unless requestedIn those cases additional shipping would be chargedIn this case there was a delay in shipping of this order cycle which your order was on and thus resulted in the delay of your orderA Customer Service Manager will be calling you to resolve this matter to your satisfactionWe hope you return for a better experience and give an opportunity to show you how well we can service you

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 Hello, I recently filed a complaint against Speed Tech LightsI spoke with a manager at the company and would like to cancel my complaint if possibleThe manager and I worked out the issues I experienced and I am satisfied with the response I have recieved Regards, [redacted] ***

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]

Complaint: [redacted] I am rejecting this response because: it's been 4 months soon to be five months since my order was placed. I have paid in full doing my part of the good faith effort. Still have not recieved my product. Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: Now you see how this company feels about those of us who volunteer our time to protect and service our community. Quote "We know you may be busy, however writing a complaint that requires more time then returning a phone a call and multiple follow ups are not the actions of someone who is concerned with using their time wisely to help others or themselves" Wow what an inflammatory statement. There is no sense in trying to resolve this any further, STL has proven to be an uncaring and unsupportive of volunteer fireman. It is my right and duty to protect those of us FF's from companies like this, I used my right to file a complaint, and STL will never admit they screwed this one up for $59.99 you lost a potential buyer and more than that the respect from my local brothers and sisters in my department. Good luck in the future, but there is no reason to continue due to the fact that STL would make such a horrible statement towards a FF about the time we serve our community, what a waste..... Regards, [redacted]

Complaint: ***
I am rejecting this response because: There are too many statements within their response that are untrue. I reject the idea that my language was called into question, I have kept all correspondence with this company and even they admit that what one of their employees supposedly told me did not happen. I was told prior to their statement on the Revdex.com complaint that they were retracting their offer of assistance and they would answer my complaint through the Revdex.com. Not only did they intentionally misstate the reason for not calling them back the first day but I believe they intentionally lied to make me out as someone with vindictive intentions. Anyone who may be a fire fighter or knows one, can tell you that we are called upon all hours of the day and we don't have set times we can place return calls, it could takes a few hours to run your last call or even the next day but this company doesn't seem to comprehend the job duties of a Fire Fighter.The item in question was purchased for $59.99, and they will not refund such a small amount after failed incidents of their product. I do have other products from STL but take note that these are interior products, if I install them on the exterior of my POV they cannot nor can I guarantee that these won't leak either, and that is the only reason I've not had issues with those lights, but the company makes it out that these are working great it's just my impatience of filling a complaint that has caused this issue. If the customer service person I first spoke with (yes I know her name) would have been more understanding and willing to help maybe I would have not seen the necessity to file this complaint, but after being told what was offered to me by the first customer service person, that did not happen, only a voicemail asking for me to call them back, I knew this company would be willing to say whatever it takes for the customer(me) to be shown in a negative way.I don't believe I will ever be refunded my $so I take this as my opportunity to use the money I wasted on a STL product to inform those who might order from them, a glimpse of what you might encounter if you ever need to send something back. My advice to anyone considering using STL is to look at their competition, Whelen for example, I have had for years no issues at all, you get what you pay for in this case.
Regards,
*** ***

We provide our customers with bracket optionsIt is up to
the customer to use their discretion when selecting a bracket that will fit
their needs for the mounting area in their vehicleIf a customer is unsure, they
may ask customer service for assistanceIt seems in this case the customer
is
new to the industry and as stated this is his first piece of lighting
equipmentWe are happy to help where we can, but we will not accept fault when
the claim is not validSuction Cups can be mounted to the window, however if
you are mounting it to a degree window, then you should have selected the
degree suction cup mountsInstead we see that customer selected the free
option for just regular suction cupsAccording to customer service, the
customer said he forced them to workBut clearly they did not because the unit
fell and he is claiming wires were damaged as a resultFrom our experience this
is a very unlikely scenarioThe force required to break the internal wiring
when being soft mounted with suction cups is much greater then it simply
fallingIn addition the customer had stated that he had made modifications to
the cable and this may be the result of his wiring issueHowever we can only
reiterate what the customer has stated and base our response on thatThe
customer may send the unit in for service, however the cost of repairing the
cables that were pulled out will be the responsibility of the customer since
this is not a manufacture defect We
will go outside of policy this time to grant a return label since the customer
is new to industryThe warranty will cover manufacture defects only not
physical damage any physical damage to the unit will be at the customer expense
to restoreThe customer must call in and speak with the customer service
manager to arrange for a new RMA specific to this incidentWe thank you for
you consideration

Dear Revdex.com, Thank you for contacting the Executive Offices of SpeedTech Lights regarding the customer in the case number referenced above We would like to start by apologizing for the trouble the customer has experiencedWe appreciate the customer providing
SpeedTech Lights feedback regarding the service he receivedPlease be assured that SpeedTech Lights considers all of our customers' concerns to be importantWe have reviewed the customers account notes and phone calls and found that *** did not leave a note in the account regarding the customer’s first callWe are sorry about that*** is new to the company and he forgot to leave a noteThis is the reason the customer had to reiterate his concerns The lightbar that was mailed in has been replaced with a new unit and was delivered on July 14thIf the customer has any issues we ask that he please let us knowThe CSM will be giving the customer another call today to follow up The Customer Service Manager has left a voice mail for the customer on 7/19/in hopes that we can find a resolution for the customerThe CSM will have authority outside of a CSR (Customer Service Rep.) when necessaryAt no point did the customer ask to speak with a manager prior to the submission of a complaintWe ask our customers to speak to our managers before filing a complaint to give us an opportunity to help youWe ask that the customer please call us back at ###-###-#### and ask to speak with ***, the CSM SpeedTech Lights appreciates the support of our customers and strives to reach mutually satisfactory resolutions to all customer requests Sincerely, SpeedTech Lights Inc

Good eveningI am sending this email in reference to complaint number ***I was contacted today at 1:30pmEST by Ms*** (*** *** ***) from SpeedTech LightsDuring our conversation Ms*** let me know that after she looked into my complaint she did find that
the mistake was in fact on SpeedTech LightsMs*** informed me that she was able to listen to the recorded call when I contacted customer service to cancel my order which confirmed the mistake was not mineFurther more, Ms*** told me that she was able to reroute the package back to the SpeedTech Lights location and when it arrives I will receive a full refundI do not need to proceed any further with my complaintThe complaint can be closedThank you for your time concerning this complaint *** ***

Revdex.com complaint #Dear Revdex.com: Thank you for your recent correspondence to the executive offices of SpeedTech Lights regarding the customer referenced in the above case numberThis product was purchased
on 6/6/17, and is covered under warranty for manufacture defectsIt is not eligible for a refund since the item is around months old and outside the day return periodPer STL warranty, broken items are not covered under warrantyThe full STL Warranty terms can be found at the following URL: https://www.speedtechlights.com/support/us-warranty Discounted services on repairs, parts, as well as a prepaid return label have been offered to the customerThe customer declined to accept our offersSince the unit has yet to be returned we will not be able to reach a resolutionWe advise the customer to call back customer service for a RMA# to return the unitWe advise speaking to the Customer Service Manager in these casesWe will be happy to still offer a free return label as well as assist in the cost of repairs and partsIf the customer is willing to communicate with us, we are usually able to diagnose most warranty claims over the phone, and have parts sent out, which will help the customer to avoid having to send the unit in through the mailSpeedTech Lights appreciates the support of our customers and strives to reach mutually satisfactory resolutions to all customer requests; we apologize if we were not able to do so in this instance Sincerely, SpeedTech Lights Inc

The customer placed an order on December 16th and it was shipped out on the 22ndOur site states that the unit is in stock and we have up to business days to ship out orders placed between November - January 8th due to high volume of orders we receiveWe are presently running our best
promotion where light bars are up to 70% offWe see an increase in business during this time since customers enjoy these savings that do not come around oftenWe have this unit in stock, but this customer is not willing to wait the processing period we advertisePlease see a link to our Shipping Terms: http://www.speedtechlights.com/about/shipping-terms The unit is in stock, and we have days to ship the order, there is nothing misleading hereIf he would like his order expedited then he will need to pay for the day or overnight serviceBut instead he choose to go with the FREE ground shipping optionSadly, it's customers like this who purchase from good, reputable companies during peak sales, yet expect special treatmentIt is simply an unfair mentality and one we do not practiceWe have serviced this gentleman to the best of our abilityWe are sorry we have too many patient and satisfied customers that we would not move you in front of them because you are demanding and filed a Revdex.com complaintWe operate in a manner that is fair to all our customers including youDespite all your threats we still shipped your order well within the business days processing time we requestWe hope you enjoy your light bar and should you need assistance your account has been notated to speak with a Customer Service Manager onlyHave a happy holiday and happy new year

We are sorry to hear that any customer is having an issue with their unitWe appreciate having a fair opportunity to help you before proceeding with a Revdex.com complaintWe are more inclined to propose better offers before complaints are submittedWe abide by our policies and procedures and only
management can bend these regulations. We were not given that opportunity in this caseThe customer purchased a grill light that failed and was sent in for serviceWe serviced the unit for the customer and shipped it backAbout 2/months later the customer called to say the unit had failed once moreIt is rare and a big deal to us when a unit fails twice and we will take it very seriously and require the unit to be sent in for service so we may inspect itThe customer asked for a refund and we informed him that a refund would not be an option since it is outside of the day return period by over months, but that we would be willing to as the unit for service under the warrantyThe customer said he did not want a repaired unit backSo we said we could offer a new unit provided it is a manufacture defect even though it is not policy to just replace units with new ones when they are sent in for serviceHe did not want this option eitherWe then offered a store credit option based on the condition of the unit if he doesn't want it serviced under the warrantyThis would be out side of policy, but we would be willing to do it to get the customer with a unit they can be happy withThe customer then wanted a return label and the rep informed him that she would see what she could do about that and call him back since that would require a manager's approval as the warranty will cover return shipping to the customer but not the shipping costs to usWe called the customer back within minutes to inform him that we would go outside of policy and offer him a return labelHe did not call us back and insisted he would be able to get a better "offer" from the Revdex.com and wanted to proceed with filing a complaint.We understand it can be frustrating when things aren't working the way we want them toIt is very difficult to work with customers who are not willing to cooperate, threaten complaints, insist they will never purchase from you, glorify your competitors and so onWe know no other companies in our industry and outside of it will not accept a unit that is used and months old for a refund, and that it will fall under the warranty terms for that unitWe see this customer has other purchases on his account that he has had no issues withAnd as much as we would like to be as perfect as his other products we know it doesn't always happen that wayBUT we do what we can to make sure it doesn't happen againWe would have appreciated a little bit more patience and trust from this customer to make things right, but he really wanted to file a complaint and we let him know we would address it accordinglyIn summation despite the language and actions this customer has taken against us we are still willing to offer store credit based on the condition of the unit or to service it under warranty which covers repairs or replacementThe customer will need to send in the unit for serviceWe will still do what we think is right, but we cannot fulfill his demand for a refundThis is a fair resolution to move forward and get the customer a unit that he can be happy with

Dear Revdex.com: Thank you for your recent correspondence to the executive offices of SpeedTech Lights regarding the customer referenced in the above case number We see that an order was placed on December
and all in stock product was shipped out expect the STL Remote Control Switch Box which is on backorderWe have tried our best to keep regular contact with our customers regarding this backorderBelow is an outline of regular communication, which was not sufficient to this customers’ communication standardsFor that we apologize and hope to do better next time We routinely update the website as well as sent out email blasts to make our customers aware of the new back order datesSince this is a new product, if it’s not 100% to our standards we will not sell itAt no point did we deny the customer an option to return his order or to cancel his back orderBelow is a summary of our correspondence and communication with our customer 12-21: customer emailed requesting status, our customer service team replied the end of January 1-18: customer emailed requesting status, our customer service team replied the end of January 1-27: Our customer service team sent a courtesy email to our customer regarding the remote switch box of a delay and the unit will not be available until the end of February 3-13: Customer called our customer service team to inquire of out of stock and was due to arrive at the end of March 3-21: customer emailed concerned about the delay, our customer service team apologized for the delay and explained that the ETA was still at the end of the month and once it shipped a tracking number would be emailed to the confirmed email on file 4-4: customer emailed regarding status, our customer service team apologized and forwarded the concern to management 4-6: Our customer service manager left a message at the number provided along with name and the extension 4-6: Our customer service team sent an email blast of the new ETA of the out of stock product 4-11: Customer emailed customer service regarding the out of stock item and our customer service manager left a message at the number provided along with the name and the extension to be contacted 5-5: Customer emailed regarding lack of communication from our company and would like to cancel the remainder of the order and refund the entire order and then the order would be returned 5-5: Customer submitted Revdex.com complaint claiming we would not cancel his backorder or issue an RMA for the return 5-5: Customer sent email stating that they would no longer want any updates and would be taking it to the Revdex.com and for our company to stop calling his old house number 5-8: Our customer contacted our customer service department requesting to cancel and be refunded the out of stock product 5-9: Our customer service team member contacted our customer, per their request on the day that was best, with the number provided and was transferred to our customer service manager 5-9: Our customer service manager spoke to our customer and was provided feedback and all contact information was updated with the customer and the best number for communication was notatedOur customer was provided our managers contact information and will call them directly if there are any more concerns Our main goal is to address our customers concern and have kept in constant contact with our customer to provide them with the most up to date information when we have an out of stockWe have reached out to our customer and discussed the channel to go through when he feels that he is not getting the service he feels he deservesAs the customer service manager, I have made all attempts to reach out to our customer with a good faith effort to help and explain the circumstances An RMA has been issued for the units the customer has requested to returnThese units must be in 100% original and new condition to avoid a restocking feeThey will be assessed for new condition when they arrive and once the assessment is complete a refund will be issued SpeedTech Lights appreciates the support of our customers and strives to reach mutually satisfactory resolutions to all customer requests; we apologize we were not able to do so in this instance Sincerely, SpeedTech Lights Inc

Re: Case # *** Dear Revdex.com: Thank you for your recent correspondence to the executive offices of SpeedTech Lights regarding the customer referenced in the above case number The following excerpts from the SpeedTech Lights IncReturn Policy Terms &
Conditions are available at *** "SpeedTech Lights must be notified of any returns for refund or exchange within seven days of receipt of merchandiseReturns for a refund must be post marked as shipped no later than the seventh day of delivery for a refundIf the return is shipped after the seventh day it will be eligible for store credit only." "Shipping costs of all returned merchandise to SpeedTech Lights will be borne by the customer, including return shipping on exchanges." We appreciate the customer providing SpeedTech Lights feedback regarding the return policyPlease be assured that SpeedTech Lights considers all of our customers' concerns to be important. SpeedTech Lights records confirm the customer purchased the Lightbar and it was deliver on October 7, 2016, and the customer called on October 24th to return the itemIt was approximately ten days from the seven day return period when the customer requested a refund. The SpeedTech Lights representative who spoke with the customer on the 24th offered an exchangeThe customer declined, stating they wouldn't not want to do business with us and hung up on the representativeIt is STLs standard operating procedure, that if a customer is unsatisfied to inform the customer service manager of the issueThe manager called and left a voice mail on October 25, and we have not heard back from the customer until this complaint made it to our office on November 16, 2016. SpeedTech Lights, based on the SpeedTech Lights IncReturn Policy Terms & Conditions, maintains its decision to decline the customer's request for a refund. We will however continue to extended the option for an exchange provided the item is returned unused and in original condition by November 30th The customer will need to contact the customer service manager for a RMA number before the merchandise can be returnedThe shipping cost is born to the customer as quoted in the Return Policy Terms and ConditionsEach customer must agree to the terms prior to purchasing. SpeedTech Lights appreciates the support of our customers and strives to reach mutually satisfactory resolutions to all customer requests; we apologize if we were not able to do so in this instanceWe request that customers exhausts all resources SpeedTech Lights provides them with before submitting a Revdex.com complaintIn this case the customer did not request to speak to a manager and when the customer service manager made a good faith effort to reach the customer, no return call was made. Sincerely, SpeedTech Lights Inc

We are sorry to hear that you are unwilling to send your unit in for warranty service or store creditThe store credit option was given in good faith to get the customer with a lightbar they can be happy withWe are sorry but we do not offer refunds on used units or units past the seven day return period for a refund regardless of the amount in questionWe are happy to service you under the terms of your warrantyManagement has the authority to bend policies and procedures and you did not give us that opportunityThe rep called you back after consulting with the CSM with more options within minutes of your callWe know you may be busy, however writing a complaint that requires more time then returning a phone a call and multiple follow ups are not the actions of someone who is concerned with using their time wisely to help others or themselvesWe know some customers can never be pleased because they demand alternatives that cannot be grantedA return phone call would have resulted in a much faster resolution, but a refund option would not have been grantedWe are here to service and help you when you are ready

We see the customer placed their order on 1/4/for all clearance model unitsRather than cancelling the order we contacted the customer to let him know the units were on back order, and that if he would like to take advantage of the clearance prices we can hold the order until the new models
arriveThe customer agreedWe are sorry that this was the case, but we did look out for the customers best interestedHe bought a Carbine-Hybrid for 149.99, regular price is He also purchased at Arc Visor for regular price is We also have free shipping on this purchase as wellIn total the customer is saving over We did not hold the customers order without the knowledge of the unit being on back orderPerhaps it would have been best had we cancelled the orderBut we did not do so because the customer wanted to wait for his itemsWe have been extremely busy and we are trying to get to everyone as quickly as we canWe are sorry this happened and we hope to offer better service in the future

Hello, the response has been rejected & formal court proceedings are going to take place if our invoice, and collections actions against STL are not satisfied. Complaint: ***
I am rejecting this response because:
Regards,
*** ***

The customer service manager spoke with this customer on 2/17/2016, and spoke with him regarding the back order of his lightbar. He purchased a lightbar on clearance for 219.99. These ligthbars retail for over 600.00. Rather than cancelling the customers order we held on to it, made the lightbar,...

and ordered more switch boxes that had sold out. Since we ran out of switch boxes the order had to be held on back order. The customer called in a few times and emailed and stated that the customer service reps continued to give him different dates for the delivery. He got fed up with speaking with our customer service staff and contacted the Revdex.com. We advise customers that the best outcome comes from speaking with a manager not by filing Revdex.com complaints. In this case, there is nothing different that can from the Revdex.com complaint vs. speaking with a manager. The lightbar is still on back order, and customer doesn't want to cancel the order. We are here to help our customers and have their best interests at heart, that is why we held his order. We know the customers want this bar and was it at this price, even if have to wait for it, and appreciate that we do that for them. In this case calling the customer to make him aware of the back order every time we have an update would have been the best outcome for all of us. Because we are busy we try to think of what's best for the customer, and in this case we should have cancelled the order if we didn't have all the parts and did not have time to make all the appropriate calls in the time frame we would have liked. He is 1 out of a number of back orders for this item. We know we can't make everyone happy, but because the remaining customers are happy to wait and he did not want to cancel the order, we are confident we made the best call for our customers and for him. It's difficult to service customers who don't give us an opportunity to help them before making their claims public. We tend to be less inclined to assist customers who are unreasonable. When customer say "I shouldn't have to ask with a manager" but would like to contact the Revdex.com, we find that is an unreasonable form of communication. The Revdex.com guidelines will also let consumers know to make sure they have exhausted all efforts to find a resolution with the company before filing Revdex.com complaints. We do our best to be available to our customers and only if they are unable to get assistance from a manager can we see reaching out to the Revdex.com as valid. We don't like to service customers who don't want us to service other customers. We can't know there is a problem if it is not brought to managements attention that there is one and we are given a fair opportunity to speak with the customer. We will fill this order despite the customers submission of a complaint and refusal to speak with a manager. We believe we have come to an understanding of how these matters should be handled in the future and we will do our best to continue to support our customers and provide service that we can confidently say no one in this industry offers. This the reason we have the most Facebook likes and invite our customers to do their research. We appreciate the Revdex.com's service and commitment to quality customer care and consider this matter resolved.