Go Configure Technical

As a member of the senior management team we take great pride in exceptional customer experiences and the highest service standardWe take these matters seriously and look forward to resolving this for the [redacted] family immediatelyWe have reviewed this assembly order and agree with the customer that no-show reschedules are unacceptableA full reimbursement for $is being processed as well as shipping two bench planters Mr [redacted] discussed with customer serviceWe have an assembly appointment confirmed for Friday 5/with a 1:00-5:00PM time windowWe apologize for the inexcusable reschedules and frustrating interaction with our customer service departmentWe hope that the resolutions outlined above satisfy the customer's resolutions and they can enjoy their new playset after tomorrow

Initial Business Response / [redacted] (1000, 5, 2015/05/20) */ Contact Name and Title: [redacted] Contact Phone: XXXXXXXXXX We apologize for any lack of communication on our partWe see that the installation is currently scheduledThank you,***

As a member of our Senior Management Team we take great pride in exceptional customer experiences and the highest service standardWe take these matters very seriously and will do our best to resolve all of the customer's concerns.Our records indicate that we received the customer's delivery & installation order on 5/however Go Configure was notified by the retailer that the customer purchased the hoop through that her hoop would not be available until 6/Unfortunately during our peak season, the customer was scheduled for their first phase installation on 6/The technician identified that the manufacturer did not include the hoop anchor plate which is required for a proper installationGo Configure Repair Department expedited the anchor plate so we could proceed with scheduling the second phase of the hoop installation as soon as possibleThe customer was rescheduled due to a technician no-show on 6/& 7/Go Configure customer support immediately contacted other technicians in the area to provide a new installation dateGo Configure attempted to reschedule the customer for 7/however she indicated it is too late in the day and did not have faith that the tech would arrive to complete in timeA new date of 7/was provided to the customer where the second phase installation was completedThe customer advised improper installation which was escalated to the Go Configure repair department to resolveOn 7/a refund of $was processed for the customer as we do understand the frustrations caused by the appointment reschedules & delaysTo ensure that the customer's hoop has been installed correctly, Go Configure is sending a Field Manager to the customer's home on 7/9:00AM-1:00PMIf our findings indicate that the installation is not correct, the customer's basketball hoop system will be reinstalled at no chargeGo Configure will stand behind our commitment to service and look forward to transforming this experience into a positive

Initial Business Response / [redacted] (1000, 5, 2015/04/30) */ Contact Name and Title: [redacted] Contact Phone: [redacted] Contact Email: [redacted] We apologize for any inconvenience that this caused the consumerWe have fully refunded their service chargeThank you

As a member of our SrManagement team, we take great pride in exceptional customer experiences & resolving issuesWe have been in contact with [redacted] to ensure the successful completion of her playset assembly and to provide resolutions for her concerns [redacted] was scheduled on 5/for a 5/installation per her request, she confirmed appointment via automated callThe technician’s vehicle broke down on 5/resulting in a rescheduleThe District Field Manager was involved and two local technicians were contacted to see if we could reschedule the customer immediatelyThe original technician was able to reschedule the customer one day later for 5/where 25% of the product was able to be installed, customer was scheduled for 5/to complete the playsetOn 5/The technician was able to complete 60% of the playset before learning that the customer’s ground was not levelGo Configure requires the customer to ensure their ground is level prior to installation as outlined in a customer expectations document received at the time of COD payment on 5/The customer was reminded of our leveling requirements and advised they would hire a landscaping company to level their property and would contact Go Configure once completed so they could be rescheduledAt this time our records do not indicate any follow up from the customerThe customer has been called & scheduled for 6/to complete their playset pending their property being leveled.Resolution: Customer received an installation appointment day after the complaint was initiated, $trip charge for un-level ground waived and a $appeasement issued for the technician’s original rescheduled appointmentSomeresolution has been met and we will continue working to satisfy the customer during her installation

The Go Configure Customer Care team takes damage claim matters seriously and has been in contact with customer [redacted] to provide a satisfactory resolutionThe installer has identified the extent of the grease stain damage which occurred on the installation date of 6/6/The damage claim process has been escalated to the installer’s Field Manager as well as the Regional Customer Care Lead to ensure a prompt response in resolving this for Mr [redacted] Go Configure will stand behind our commitment to service and look forward to transforming this experience into a positive

Initial Business Response / [redacted] (1000, 5, 2015/06/02) */ The customer is scheduled for 6/for the product exchange and has been offered a $appeasement for any inconvenience that we may have causedHere are the events as researched by my repair department managerPlease let us know what else we can do to remedy the situationThank you Timeline Date: 4/20/ Events Work order received 4:pm EST Technician scheduled customer for 4/22/between 10:00am and 2:00pm Date: 4/21/ Events: Customer emailed in and stated they could not accept the appointment or time windowCustomer tried to call office but office was closed Customer was emailed by management asking for availability Customer emailed asking for delivery hours Customer was informed we have removed scheduled date and to try to schedule online again Customer agreed to try online Customer emailed in and stated could not schedule online Customer called and gave availabilityInformed needs additional unit removed to curb Customer was quoted for disassemble and move to curb Customer scheduled by [redacted] for 5/16/between 8:00am and 12:00pm Date: 4/25/ Events: Customer called in upset she was scheduled for 5/16/ GCI contacted Tech to accommodate Date: 4/28/ Events: Customer contacted GCI to discuss scheduled date and time and Confirmed pending the tech attempting to reschedule as well as a document stating that they will not be penalized for not being able to arrive to meet technician Date: 4/30/ Events: Tech scheduled for 5/between and 8pm Customer Confirmed Service Date: 5/6/ Events: Tech provided pre-call at Arrived at customer at Completed service visit at Date: 5/18/ Events: Store submitted RFA explaining the customer is requesting a swap out for their treadmill [redacted] is covering the Fees Swap out order created Repair sent email to Field Management, ***'s sporting goods Corporate as well as the Store to advise of scheduling issues and to make sure the swap out was expedited for the customer Tech advised of scheduled date and time: 6/between 2:00pm and 6:00pm Date: 5/22/ Events: [redacted] Corporate called in to see if we can get customer scheduled for earlier date Date: 5/23/ Events: Customer scheduled for 5/between 4:00pm and 8:00pm Customer confirmed date and time Service Date: 5/29/ Events: Tech called in stated would be running lateCustomer was called and was upset and stated she would cancel Customer expected tech to arrive no later than 8:or she would cancel Tech called in and stated customer decided to reschedule Date: 5/30/ Events: Customer called upset that we were not able to serviceCustomer inform GCI that they do not want a new unit just the old one taken awayCustomer confirmed appointment for 5/between 5:00pm and 8:00pm Customer called in and stated they changed their mind and do want a new unit and we will be given a second chance Customer was offered a $appeasement for the inconvenience they have experienced Appeasement will be offered once service is completed Service Date 5/31/ Events: Customer called in upset as the technician did reach out to customer for eta but informed we could not complete due to rain as the unit could get water damage in transportation Customer Scheduled and confirmed for 6/between 7:and 11: Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Am awaiting check, have not yet received and am NOT willing to close complaint or accept their response until they have satisfied their end of the agreementTried to call at same lhobe number and after sitting in hold for minutes I had to hang upWould like confirmation that check has been sent Final Business Response / [redacted] (4000, 18, 2015/07/08) */ I contacted our corporate controller who communicated that the recent customer appeasement check was issued on 7/2/and mailed outPlease confirm receipt of the appeasement check Thank you Final Consumer Response / [redacted] (2000, 20, 2015/07/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) I want the Revdex.com and others who you use this disgusting "business" to know that they LIED again 4x, not just to me but to ***'s [redacted] corporate officeWe were told the check was cut and processed in May, then the first week of June, then we were told on June that they would "track" the checkI received the check yesterday actually (7/8) and it was DATED JUNE 30THThey clearly hoped me and this issue went awayThey are not accredited with you and I have no doubt why

Initial Business Response / [redacted] (1000, 5, 2015/07/16) */ Checking in our dispatch system it looks as if the job was completed yesterdayPlease let us know if we did not perform the final service to the customer's expectations.mm Thank you

Initial Business Response /* (1000, 5, 2015/04/22) */
Contact Name and Title: ***
Contact Phone: (***
Contact Email: ***
The playset has been installed by a qualified playset installerPlease let us know if there is anything else that we need to do to
make sure this remedies this situation
Thank you,
***

As a member of our SrManagement team we take great pride in exceptional customer experiences and the highest service standard.After review of *** ***’ service history, Go Configure delivered and installed a Lifetime Elite 50" Clearview portable basketball system model# on September 4,
in which the service appointment lasted less than hoursOn date of completion, our technicians reported successful assembly and that the unit was tested at 12:58PMImmediately after the service was completed, and quality survey was initiated and our customer care team left a message for *** at 12:59PM*** had called into our technical support on December 20, 2016, over year and months after the initial service and well past our communicated warranty period of daysUntil this recent call, we were never notified of any problems with the assembly or any indication that *** was not satisfied with services.Although this is outside of our practice, and as a gesture of great customer service, Go Configure will agree to provide a one time complimentary service visit to inspect and attempt to resolve the issues communicated with the assembly that transpired over a year agoA work order has been initiated with our repair department and Mrs *** can expect communication with next steps in the next hours

Initial Business Response /* (1000, 5, 2015/05/27) */
Contact Name and Title: *** ***, President
Contact Phone: XXX XXX-XXXX
First of all I would like to apologize for any inconvenience that we may have caused this customerOur Director of Customer Care authorized the complete refund for
this customerThank you, ***
Initial Consumer Rebuttal /* (2000, 7, 2015/05/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have not yet received my full refund and based on my experience with Go Configure I am hoping that they are true to their word
I also think that Ms*** needs a refresher in customer support, or removed from that duty completelyHer arrogance and disregard for my situation caused this whole messAll one needs to do is to read her condescending and illogical emailIf Go Configure had just been fair and refunded my money the day after this happened, it would have saved everyone a lot of time and me a big hassleThank you so much Chicago Revdex.com for giving me a voice against Go Configure

As a member of our Senior Management team we take great pride in exception customer experiences and the highest service standardAfter reviewing *** Jillepalli's complaint, Go Configure was able to resolve this for the customer on 6/by obtaining replacement parts at the *** ***
*** location the customer purchased their basketball system from. The customer was initially advised that the Go Configure repair department would need to order parts directly from the manufacturer which is standard operating procedure when parts are broken or missing on a basketball hoop installationThis process can may take 2-weeks depending on the manufacturer shipping procedure. *** *** voiced their displeasure in the delay and advised the store was able to allow Go Configure to borrow parts from another basketball system at the local *** *** ***A Go Configure technician took an additional trip to the *** *** *** location at no cost to the customer to complete the repair as soon as possible. In closing, Go Configure has gone beyond the scope of service to provide *** *** with a correct & timely installation of their basketball systemWe hope we have shown good faith in resolving the customers concerns so they can enjoy their basketball hoop system

Initial Business Response /* (1000, 8, 2015/05/21) */
Contact Name and Title: Mark ***
Contact Phone: ***
I haven't been able to locate an order in our system under the name aboveIs there any additional information or would this order be under a different nameWe take build quality
and safety very serous and want to make sure we have done everything possible to remedy this situation
Thank you, Mark

Initial Business Response /* (1000, 5, 2015/05/21) */
Contact Name and Title: *** ***
Contact Phone: XXXXXXXXXX
The appointment is scheduled for 5/29/We apologize for any challenges that we may have created during the scheduling process or any excessive call center hold times during our
peak seasonWe also appreciate the opportunity of servicing you

This damage claim concern has been escalated to the head of Field OperationsMr*** can expect contact within hours to schedule a time for all damage to be resolved to the customer's satisfactionWe apologize for all delays & inconvenience Mr*** has experienced so farGo Configure will continue to work to ensure a positive resolution for our customer

As a member of the Senior Management Team, we take these complaints very seriously and look forward to resolving this to Mr***' satisfactionWe apologize for the delayed response but our team has reviewed the order. Firstly, we have escalated our technician's performance on the
first visit to our Texas Field Manager due to the technician's unprofessional dress & attitude regarding the productOur records show Mr*** has been in touch with Team Leads *** & *** in the Go Configure customer service department and hope his interactions with them was satisfactoryWe understand the technician has arrived to the customers home at 12:15PM today to install the productThe Customer Service Department will make a post call to Mr*** within hours of the installation being completed to confirm he is happy with our serviceWe would like to offer Mr*** a $appeasement for the lack of communication and poor effort during our first appointment

As a member of our Senior Management Team, we take great pride in exception customer experiences and the highest service standardI have reviewed Mr*** orders and identify with the frustration we have caused him with parts & scheduling delays. Go Configure sent an installation
team including one of our District Field Managers to successfully repair, move & complete the customer's playset on Friday 8/to satisfy their requestGo Configure's escalation assistant, *** was able to make contact with the customer to confirm satisfaction as well as offer a credit of $considering the customer's repair timeline fell far out of Go Configure's standard operating procedure guidelines. Go Configure will stand behind our commitment to service and hope that we have transformed Mr*** experience into a positive

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/04/30) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
We apologize for any inconvenience that this caused the consumer. We have fully refunded their service charge. Thank 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.
Sincerely,
[redacted]