In response to the below complaint, please see details below:
class="">One of our CSR agents, first spoke to the wife of *** *** on the phone Friday, February 13th. The CSR advised him to email a copy of the original purchase documentation, which is our standard warranty procedure if outside the retail customer return period. Her first email came through around pm on 02/13/2015. (*** *** Receipt). She was advised over the phone, that our CSR team would respond to the email, upon review of the purchase documentation, within to business hours. Mrs*** confirms she knew of the 24-hour time frame, as she reiterates in her own email.
Then it is our understanding that Mr*** called and spoke to a difference CSR agent on Monday 02/16/2015. He was advised that the documentation for the return would take about 24-hours to process and for us to provide a response as to how the unit would be replaced/refunded. It seems at that point, Mrs*** also contacted Revdex.com on Monday 2/16/
Our offices were closed on Tuesday 02/17/2015, due to the local ice storm, which delayed the 24-hour response back to the *** from our CSR team
Mrs*** emailed our CSR team for follow up on her initial request again on Tuesday 2/17/2015. It was at that point the original CSR agent responded which was about noon on Tuesday, as our CSR team was able to access emails from home for urgent matters. You will find through the attached communications that we have provided them with a return label and options for the defective unit. At this point, we are still waiting on their response, as to how to handle their replacement/refund request.
“With that being said, there are two options at this point, you can either cut the cord on your unit, keep all of your filters, accessories and your tank as we previously discussed and I can place an order for a new unit to be sent to you, or we can send you a refund for the unit. If you choose to receive a refund please know this could take up to two weeks. If I place an order for a new unit, I can guarantee that it will ship by tomorrow coming from Alabama.”
We have still tried to follow up to be sure they are satisfied with our customer service but as of today, the only response we have it the attached email on 02/17. It appears this customer could be satisfied with one of our options, but as of now, we still have not heard back how they wish to handle the complaint. We feel as though the customer was a little too quick to contact the Revdex.com, given the multiple communication they were provided by our team, and the ice storm conditionsI hope these details are taken into consideration, as we ask for this complaint to be removed
If any further questions or concerns are needed to be addressed, please advise
Thanks and take care,
*** ***
Operations Manager
In response to the below complaint, please see details below:
class="">One of our CSR agents, first spoke to the wife of *** *** on the phone Friday, February 13th. The CSR advised him to email a copy of the original purchase documentation, which is our standard warranty procedure if outside the retail customer return period. Her first email came through around pm on 02/13/2015. (*** *** Receipt). She was advised over the phone, that our CSR team would respond to the email, upon review of the purchase documentation, within to business hours. Mrs*** confirms she knew of the 24-hour time frame, as she reiterates in her own email.
Then it is our understanding that Mr*** called and spoke to a difference CSR agent on Monday 02/16/2015. He was advised that the documentation for the return would take about 24-hours to process and for us to provide a response as to how the unit would be replaced/refunded. It seems at that point, Mrs*** also contacted Revdex.com on Monday 2/16/
Our offices were closed on Tuesday 02/17/2015, due to the local ice storm, which delayed the 24-hour response back to the *** from our CSR team
Mrs*** emailed our CSR team for follow up on her initial request again on Tuesday 2/17/2015. It was at that point the original CSR agent responded which was about noon on Tuesday, as our CSR team was able to access emails from home for urgent matters. You will find through the attached communications that we have provided them with a return label and options for the defective unit. At this point, we are still waiting on their response, as to how to handle their replacement/refund request.
“With that being said, there are two options at this point, you can either cut the cord on your unit, keep all of your filters, accessories and your tank as we previously discussed and I can place an order for a new unit to be sent to you, or we can send you a refund for the unit. If you choose to receive a refund please know this could take up to two weeks. If I place an order for a new unit, I can guarantee that it will ship by tomorrow coming from Alabama.”
We have still tried to follow up to be sure they are satisfied with our customer service but as of today, the only response we have it the attached email on 02/17. It appears this customer could be satisfied with one of our options, but as of now, we still have not heard back how they wish to handle the complaint. We feel as though the customer was a little too quick to contact the Revdex.com, given the multiple communication they were provided by our team, and the ice storm conditionsI hope these details are taken into consideration, as we ask for this complaint to be removed
If any further questions or concerns are needed to be addressed, please advise
Thanks and take care,
*** ***
Operations Manager