Cottonwood Mall

Initial Business Response / [redacted] (1000, 5, 2016/08/08) */ Contact Name and Title: [redacted] coordinator Contact Phone: XXXXXXXXXX Contact Email: [redacted] @att.net Although it is true that Mr***'s unit came into us on 07-05-16........he had exchanged the unit several times through the dealer and had several receipts with different dates of purchaseIn fact, one of the receipts provided actually had a different model unit listed on it completelyThis required contacting the OEM to confirm warranty eligibilityAll of this was explained to Mr [redacted] when he dropped off the unit After evaluation of the unit, it was found that parts were neededThe order was placed but the needed parts are on back-orderI explained this to Mr [redacted] when he called for a status checkIn said call, he asked when the parts would be in and was told that the notes on the card did not give and ETA and as such, I did not know when they would be inAt this point, he became escalated in tone and said, "What's the matter, don't you work there?" I explained to him that I work at the service facility he dropped the unit off at, but not at the parts facility where the parts are on orderHe continued his foul tone and threatened us with a Revdex.com complaintTo which he was told he is welcome to do whatever he feels he needs to doThe call ended, but he was not, (as he claims), hung up on After his call, I checked on the OEM site and found an ETA on the parts was 01-01-As this date is not logical, I called OEM parts and was told the site is wrong and the ETA is sometime in SeptemberI prompted for a day in September, but one could not be given as the parts person did not knowWhen I expressed that the customer would not be happy with this and would not be willing to wait.........the parts guy told me to email in a request with all the relevant informationThis was done immediately after getting off the phone with him Standard procedure is to give a respectful 24-hours before doing a follow-up; which, (baring weekends as we are closed on weekends), is about where we are at now We will continue to follow through on this repair until Mr [redacted] is satisfactorily taken care ofAs we are not staffed to keep customers abreast of each step in a repair........Mr [redacted] is welcome to call for a status check anytime he would like, but I would request he remain civil when contacting us as incivility is not only undesired.............it solves nothing Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/08/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) This guy is a liar! He did hang up on me! Which is very poor customer service! And all the information, where he told me about everything being on back order was never told to me! ever! I Called Pioneer they said they would take care of meSo I have no more use for Jim's audio videoIf you don't believe me about the phone call, it was recorded! I will never ever ever ever! Do business with this a-hole again! Final Business Response / [redacted] (4000, 9, 2016/08/16) */ Wow.....such colorful languageOur last comments on this situation left off with our doing an expedite request with the OEMDue to the inability to provide the req'd part in a timely fashion, they (the OEM) has chosen to exchange the unitWe informed the OEM of the delicate nature of needing to state with the same model unit on the exchange as there would be potential customer dissatisfaction exposure if the exchange was done with a different model........OR........to at least contact the customer (in advance) if a different model is to be providedThe OEM will be shipping the exchange directly to the customerSituation considered resolved

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 Sincerely, [redacted] We will accept the response - it is obvious that just returning the remaining VCR (which is still not fixed over four months later) is not an option for the business I did not take statements out of context and did tell the nice lady who typed up my complaint that I did bring in three units after looking at receipts to make sure I was giving her the exact dates and amounts We didn't feel in was necessary to change what she had typed because it was irrelevant We do understand that all businesses want / have to make money to stay in business We have paid about $and have one VCR fixed All we wanted was to cancel the remaining order since it had been such a lengthy process and we had paid a fee to have it looked at in the first place We will keep waiting and pay an additional amount if / when the parts arrive When my husband picked up the one VCR that had been fixed (the day the complaint was filed) the gentleman did at least apologize for the way he talked to me on the phone

SHORT VERSION - - - we are sorry Mrs*** is unhappy, however, her dissatisfaction stems from the fact that VCR technology is passe and, as such, support for parts and service literature is marginal at bestThis was explained to her BEFORE even taking her units in for repairLONGER
VERSION - - - A large part of the trouble here is that the last VCR based OEM quit making VCRs in late July From that point forward, availability of the units (AND there parts) has been drying upMany people have large archives of tapes and as time goes on, they are becoming more desperate to find working machinesThe used market for VCRs is presently yielding sales prices of upwards of $PER UNIT, (and that is for a USED one)I will now address some of the misleading MIS-statements Mrs*** has made(1) Mrs *** claims to have brought 2-vcrs in on Aug 24, and states she paid $to have then checkedTHE TRUTH: she brought in THREE units and wanted them evaluated as none worked and she could not remember what was wrong with eachShe was charged $per unit for the evaluation(s); which then applies toward each to be fixed($x = $

Initial Business Response /* (1000, 5, 2016/08/08) */
Contact Name and Title: *** coordinator
Contact Phone: XXXXXXXXXX
Contact Email: ***@att.net
Although it is true that Mr***'s unit came into us on 07-05-16........he had exchanged the unit several times through the dealer and
had several receipts with different dates of purchaseIn fact, one of the receipts provided actually had a different model unit listed on it completelyThis required contacting the OEM to confirm warranty eligibilityAll of this was explained to Mr*** when he dropped off the unit
After evaluation of the unit, it was found that parts were neededThe order was placed but the needed parts are on back-orderI explained this to Mr*** when he called for a status checkIn said call, he asked when the parts would be in and was told that the notes on the card did not give and ETA and as such, I did not know when they would be inAt this point, he became escalated in tone and said, "What's the matter, don't you work there?" I explained to him that I work at the service facility he dropped the unit off at, but not at the parts facility where the parts are on orderHe continued his foul tone and threatened us with a Revdex.com complaintTo which he was told he is welcome to do whatever he feels he needs to doThe call ended, but he was not, (as he claims), hung up on
After his call, I checked on the OEM site and found an ETA on the parts was 01-01-As this date is not logical, I called OEM parts and was told the site is wrong and the ETA is sometime in SeptemberI prompted for a day in September, but one could not be given as the parts person did not knowWhen I expressed that the customer would not be happy with this and would not be willing to wait.........the parts guy told me to email in a request with all the relevant informationThis was done immediately after getting off the phone with him
Standard procedure is to give a respectful 24-hours before doing a follow-up; which, (baring weekends as we are closed on weekends), is about where we are at now
We will continue to follow through on this repair until Mr*** is satisfactorily taken care ofAs we are not staffed to keep customers abreast of each step in a repair........Mr*** is welcome to call for a status check anytime he would like, but I would request he remain civil when contacting us as incivility is not only undesired.............it solves nothing
Initial Consumer Rebuttal /* (3000, 7, 2016/08/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This guy is a liar! He did hang up on me! Which is very poor customer service! And all the information, where he told me about everything being on back order was never told to me! ever! I Called Pioneer they said they would take care of meSo I have no more use for Jim's audio videoIf you don't believe me about the phone call, it was recorded! I will never ever ever ever! Do business with this a-hole again!
Final Business Response /* (4000, 9, 2016/08/16) */
Wow.....such colorful languageOur last comments on this situation left off with our doing an expedite request with the OEMDue to the inability to provide the req'd part in a timely fashion, they (the OEM) has chosen to exchange the unitWe informed the OEM of the delicate nature of needing to state with the same model unit on the exchange as there would be potential customer dissatisfaction exposure if the exchange was done with a different model........OR........to at least contact the customer (in advance) if a different model is to be providedThe OEM will be shipping the exchange directly to the customerSituation considered resolved

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.
Sincerely,
[redacted]We will accept the response - it is obvious that just returning the remaining VCR (which is still not fixed over four months later) is not an option for the business.   I did not take statements out of context and did tell the nice lady who typed up my complaint that I did bring in three units after looking at receipts to make sure I was giving her the exact dates and amounts.  We didn't feel in was necessary to change what she had typed because it was irrelevant.  We do understand that all businesses want / have to make money to stay in business.    We have paid about $373.00 and have one VCR fixed.  All we wanted was to cancel the remaining order since it had been such a lengthy process and we had paid a fee to have it looked at in the first place.  We will keep waiting and pay an additional amount if / when the parts arrive.   When my husband picked up the one VCR that had been fixed (the day the complaint was filed) the gentleman did at least apologize for the way he talked to me on the phone.