GN Netcom, Inc.

To whom it may concern,Thank you for allowing us to respond to Mr***'s complaint. The product in questions has multiple parts and we only replace the defective part not the entire unit. Unfortunately there seems to have been a miss-understanding and Mr*** sent in the entire unit
including charging case. We are by no means blaming Mr*** for this miss-understanding in fact we will take full blame for it if we weren't clear enough. Once we were contacted about the mistake we did have to take the time to ask *** to research and see if they could find the entire package. We did replace the Right Earbud, it was delivered on August 11th. Once *** completed their research and couldn't find the entire unit we did send out the additional parts which now provides Mr*** with a brand new unit. Please see the attached email correspondence between Mr*** and our Customer Service Supervisor. We confirmed to Mr*** that we did send out all the additional parts and that they had been delivered and because of the inconvenience we also gave him a 50% off coupon on his next purchase from ***.com. I believe Mr*** is now satisfied, per email attached, and he confirmed that he did indeed receive all of the components. We appreciate his patronage.Please let me know if you need any additional details or have any questions.Thank you.*** *** Technical Support Manager

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

To whom it may concern: Thank you for allowing us to respond.  In Mr. [redacted]'s case after the original troubleshooting it was determined by a [redacted] Support Specialist that the Ear Buds were at fault in this case.  So they were replaced (we replace the defective part in most cases not...

the entire unit).  It appears that Mr. [redacted]'s charging case was also malfunctioning and he emailed us a number of times and we missed his emails.  After searching we did find the missing emails.  Mr. [redacted] was correct.  We have been in communication with Mr. [redacted] and we did explain to him that we recently (within the last 2 months) have switched ticketing systems and that due to a flaw in the workflow process of our system his responses ended up in a "no man's' land".   We have reached out to Mr. [redacted] and apologized and also sent him out a brand new Sport Elite product, in fact we sent him our newest upgraded product instead of the product he originally purchased.  Per the attached email from Mr. [redacted] you can see that he has graciously accepted our apology and has been very understanding.  We are very pleased that Mr. [redacted] has chosen to stay a satisfied [redacted] customer and we look forward to supporting him in the future. Thank you.