[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me
To Whom It May Concern:Regarding *** ***'s rejection of our original business response and proposed resolution, we wish to apologize for the inconvenience causedOn 11/28/an internal request was made to have a $*** pre-paid card mailed to the address on file for Ms*** with an expected delivery time of 4-weeksThis is what we included in our response to the Revdex.com at the timeIt appears that we failed to execute the steps necessary to generate fulfillment and delivery of the pre-paid card, and for this reason it did not ship out as promisedMs*** contacted our company on 1/15/The customer service agent who assisted her requested that she contact us on the following day, so that departmental management could further investigateWhen Ms*** contacted us again on 1/17/17, the manager who had involvement in her Revdex.com Complaint back in November was away from his deskA manager outbound follcall was not placed to Ms***'s contact phone number, as promised earlier that dayGoDish.com recognizes that we have an obligation to satisfy Ms*** as a customer, and correct the actions that have resulted in a second Revdex.com complaintWe can confirm that an internal request has been made to rush deliver a pre-paid *** card that should arrive to Ms***'s physical address within a weekAdditionally, the amount of the pre-paid *** has increased to $The detailed of this new resolution were shared with *** *** when she contacted our company again on 1/19/We will ensure that expectations are met so that Ms*** will receive her pre-paid card and accept our proposed resolution
To Whom It May Concern:Regarding *** *** ***' Revdex.com complaint, GoDish.com is the authorized Dish Network retailer that sold her satellite television serviceAs an authorized retailer, we are granted the ability to assess a $processing fee, provided this is clearly disclosed to the customer
at the point of saleOur Quality Control department routinely verifies call recordings to ensure that our company is in compliance with this measureAlthough this is a legitimate charge, we understand that there are scenarios in which the appropriate action is to waive the processing fee, such as cases of financial hardship, or as a retention tool to dissuade a customer from cancelling their installation work orderOur goal as an organization is to deliver an exceptional customer experience.On 11/5/15, Ms*** contacted our company and requested that we reimburse the $processing feeSince the fee was in a pending status on her card account, we waived the feeFor most financial institutions, this process takes 3-business daysIf the customer is dissatisfied with the wait time, we are generally able to fax a business letterhead to their bank or credit card company to release the funds immediatelyHowever, while engaging Ms*** in this matter, it was revealed that the card used to charge the processing fee is a government-issued child support cardThese type of cards have different terms and conditions than bank-issued debit or credit cardsOur experience with customers who have used these types of government-issued cards to order products and services we sell is that A) it generally takes longer than 3-business days to refund monies collected at point of sale and B) we are unable to fax in a letterhead to expedite this process. We regret the inability, based on the circumstances, to return the $processing fee amount back to Ms*** in a more timely manner
To Whom It May Concern: Regarding *** *** Revdex.com complaint, our company, *** is the third-party authorized *** *** retailer that sold her *** serviceWe identify ourselves as a *** retailer as part of our quality assurance standards when engaging prospective *** ***
customers, and apologize if this was not made clear when we spoke to *** *** In reference to her promised $gift card, there is a redemption process we disclose at the point of sale, which includes submission of a certificateOn yesterday, 08/29/16, one of our Client Services agents contacted *** *** and explained and confirmed the steps needed to complete this process so that she may obtain her gift cardShould *** *** experience any further issues with regard to her gift card, she may contact our Client Services department directly toll-free at 1-866-694-
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
They purposely read the "disclosures" rapidly and in a way that you do not understand what you agreeing to It was not explained to me at the time I gave them the card number that the $would be charged I only remember the $charge being mentionedWhich, is still pending and was not charged as of todayThe $was glossed over purposely and intentionally so that you are unaware of the charge They only mentioned the $fee and that was clearly understood They do not make it CLEAR that you will be charged even if you cancel the order for the install Why is the $charge pending, but the $charge went through after the cancellation I think this is a way for them to benefit from my money and they gain from it
Regards,
To Whom It May Concern:This is our Business Response to Ms. [redacted]'s Revdex.com complaint regarding the $100 pre-paid gift card she was promised at the time of order. We regret that Ms. [redacted] has experienced difficulties with receiving the email redemption form, and being able to successfully resolve...
this issue over the telephone. We have spoken to Ms. [redacted] over the telephone, and have offered to bypass the redemption process. Instead, we will simply mail out the $100 gift card. Normal delivery window is 4-6 weeks, but we will expedite shipment; the card should arrive within 7-10 business days. We have reconfirmed her mailing address, and have advised that the gift card will arrive in a while envelope with "Mpell" printed on it. This is the name of the third-party vendor we use to fulfill gift card orders. Ms. [redacted] has accepted this resolution.Furthermore, Ms. [redacted] has been advised to call 1-866-694-3474 and ask to speak to Daniel at extension 62564, should she have any further questions or concerns. Sincerely,
To Whom It May Concern:Regarding [redacted]'s Revdex.com Complaint regarding the equipment installed for her new Dish Network Service, our company, GoDish.com, is the third-party authorized Dish Network retailer that set up her account. As mentioned in her complaint, she was promised the availability to...
record up to six programs at once with the receiver boxes that were installed. Our Quality Control department reviewed the call recording associated with Ms. [redacted]'s order, and her claim is valid. The receiver model installed at Ms. [redacted]'s residence corresponds to the level of qualification, based on credit. She did not qualify to receive a free upgrade for the receiver model that would enable her to record up to six programs at once. This should have been explained by her sales representative, and the issue will be forwarded to sales management for coaching and training purposes. While we believe that this is an isolated issue, we recognize that our company bears responsibility for taking corrective measures to gain [redacted]'s satisfaction with her newly installed Dish Network television service.Based on the notes on Ms. [redacted]'s account, she has been in contact with the Dish Network corporate office, and they have proposed a resolution that would involve equipment modification that would enable her to record up to five programs with substantial installation and upgrade costs waived. She would only be charged $25.00 for the equipment substitution. Also, there is an account notation that references her request to be released from her two-year contractual agreement, and that the corporate Dish Network will solicit and review the call recording associated with her order, at which point a corporate account specialist will follow up with her. Should Ms. [redacted] decide otherwise to accept the resolution measure for equipment modification to enhance recording capability, GoDish.com will assist by mailing her a $50.00 pre-paid [redacted] gift card. At the point of sale, she mentioned a gift card offer code, and was disclosed that based on qualification the amount would be $25.00, and was informed about a redemption certificate process. In this case, we are willing to double the amount of the gift card and bypass the redemption certificate requirement. A GoDish.com Client Services representative reached out to Ms. [redacted] at 9:30 AM CST on 01/13/17 to discuss our resolution proposal. Her husband answered, and was provided a name and extension for follow-up. Alternatively, Ms. [redacted] may contact our Client Services department directly at 1-866-694-3474. We look forward to the opportunity to assist [redacted] with the above-specified resolution measure proposed by our company.
To Whom It May Concern,In reference to [redacted] Complaint (ID [redacted]), he alleges that our company, GoDish.com,misrepresented the television and internet services offered as being bundled under one bill. Our Quality Control Department reviewed the call recordings associated with [redacted]...
[redacted] order, and [redacted] was disclosed by our sales representative as the television provider available, and [redacted] as the internet provider available. [redacted] solicited the call recordings from us, and their Quality Assurance department independently reviewed the customer's complaint, and found that it was invalid. At no time did our company lead the customer to believe that he would receive bundled television and internet through [redacted]. We are not liable for any fees incurred by early termination of the customer's Dish television service, which the customer voluntarily disconnected.
Sent: Tuesday, December 22, 2015 2:46 PM Subject: RE: Revdex.com of Houston and South Texas- Complaint regarding Your Business #[redacted] On 11/4/15, GoDish.com, an authorized Dish Network third party retailer, placed a Dish Network television order for under the name of Mike Cherry, the account holder. Since it is required for a valid debit/credit card to be placed on file, Ms. [redacted] provided her child support card. The charges assessed to Ms. [redacted]’ card at the point of sale on 11/4/15 are the following: An activation fee of $50.00 that was charged by Dish Network, as well as a pre-authorized (pending) transaction in the amount of $49.99 that is a retailer processing fee associated with GoDish.com. In addition, in order to validate the card, Dish Network placed a temporary hold of one dollar on the card the same day, which automatically would have fallen off within 3-5 days. On 11/6/15, a GoDish.com floor manager waived our $49.99 retailer processing fee, as a courtesy, when Ms. [redacted] called in to GoDish.com Client Services to voice complaint about the processing fee. On 11/9/15, Ms. [redacted] contacted Dish Network to cancel the pending television service order. On the same day, the refund process was initiated for the Dish Network $50 activation fee. Because the Dish Network television order was cancelled prior to installation, there were no penalty fees or any other costs assessed to Ms. [redacted], neither by Dish Network nor by GoDish.com. However, Ms. [redacted] maintains that her card was charged on 11/27/15. In order for our company to research and resolve the charge in question, GoDish.com would need for Ms. [redacted]’ issuing card company to send via fax to our office an itemized card activity statement for her account that shows the amount of the charge, date of charge, and the name of the company that drafted the charge. Our fax number is 713-588-8989. Thanks,
Regarding [redacted] Holliday's Revdex.com Complaint, we apologize for the inconvenience caused by inaccurate information provided regarding our gift card offer when she signed up for Dish Network television service through our company, GoDish.com, a third-party authorized retailer. Our Quality Control...
department reviewed the audio recording associated with Ms. Holliday's sales order. Her sales representative informed her that she qualified for a secondary offer of a $25 pre-paid VISA card instead of the $100 pre-paid VISA card advertised, due to credit qualification. This is a true statement. There is a disclaimer at the bottom of our advertisement that stipulates that all offers and promotions are contingent upon credit qualification, including the $100 gift card. However, in the middle of his explanation, the sales representative referenced the fact that she lives in an apartment.Apartment dwellers are not automatically precluded from GoDish.com's $100 gift card promotion, and any mention of this at the point of sale is improper phone behavior. While we believe this to be an isolated incident, our company is committed to providing an exceptional customer experience, which includes providing accurate information and proper explanations per ongoing training provided to our sales force for all products and services we sell. To that end, we will forward Ms. Holliday's complaint to our sales management and training teams to facilitate coaching on how to set proper expectations and provide an accurate explanation to customers who do not qualify for the full value of the $100 gift card.We also apologize that Ms. Holliday was not provided direct assistance by the online chat representative. Because the gift card is a retailer offer, any corporate Dish Network representatives are unable to provide details about the gift card qualification, how to redeem the gift card, etc. and as a standard practice will direct them to contact our company for further assistance.GoDish.com would like an opportunity to achieve a satisfactory outcome for Ms. Holliday's issue regarding the gift card. If she accepts, we are willing to ship her a $100 gift card, with no redemption required. The gift card would be sent to the address she included in her Revdex.com complaint. Normal delivery time for the gift card is 3-4 weeks. We merely request that Ms. Holliday confirm that she is currently able to receive mail to the address she provided. Upon confirmation, we will be happy to initiate shipment of her $100 gift card.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
[Provide details of why you are not satisfied with this resolution.]
Regards,
To Whom It May Concern The company still does not admit that during the course of the phone conversation it was stated by me several times that the price of the TV and Internet bundle was a great deal for $36.00 a month for the first year, to which the sales representative responded positively several times. I was well aware of the contract obligations and was not worried about cancelling the service as I was led to believe that the service would be a TV AND INTERNET bundle at a great price! What is it about the word BUNDLE that Dish does not understand? They advertise it but do NOT HONOR it! NEVER is it mentioned by the sales rep that the internet WILL be a separate charge! I,m sure the dish company legal department will have justification for the contract charges, that,s their job. But their sales rep was a LIAR which in My opinion does NOT REFLECT WELL ON THE INTEGRITY AND BUSINESS PRACTICES OF GODISH! This is by no means over![redacted]
To Whom It May Concern:Our company, Go[redacted] would like to take this opportunity to provide feedback and resolution measures pertinent to [redacted] Revdex.com complaint:Go[redacted] $100 [redacted] Gift Card Offer - As [redacted] stated in his complaint he received a redemption certificate letter for a...
$25.00 gift card, and contacted our company to question the dollar amount. [redacted] Client Services representative explained to [redacted] that he was ineligible for the advertised $100.00 gift card, and instructed him to refer to the terms and conditions outlined in the ad copy. [redacted] referenced these terms/conditions in the body of his complaint, including that a "secondary offer may be available to customers who do not qualify." In his case, the secondary offer was a $25.00 gift card. He takes exception to our ad copy not fully disclosing who qualifies and who does not for the full value of the $100.00 gift card. The key word here is "qualify" and it should be noted that [redacted] was informed at the point of sale that a basic credit check is performed in order to qualify for [redacted]. As a [redacted] authorized retailer, our company engages a broad spectrum of prospective customers with varying levels of credit qualification. It would be impractical and indeed impossible to stipulate in our ad copy the multiple outcome scenarios based on individual credit qualification. For example, with regard to [redacted], some customers must pay substantial upfront cost to purchase and activate their equipment, while others have these fees entirely waived. Furthermore, our company has an obligation to protect our customer's sensitive data. For this reason, our sales representatives do not have visibility to a customer's credit score. They simply receive back the terms/conditions once credit qualification is performed, then proceed to disclose to the customer the respective terms/conditions. This includes the amount of the gift card for which the customer qualifies. In [redacted]'s case, our Quality Control department verified that his sales agent read a disclosure that informed him that he would receive a secondary offer of a $25.00 gift card. [redacted] did not object to the disclosed gift card amount. Additional Fees - [redacted] references an additional fee disclosed at the point of sale. As an authorized [redacted] retailer, our company has permission to charge a one-time $49.99 processing fee to all customers we sign up for [redacted], provided this fee is clearly disclosed to the customer. In [redacted] case, after the processing fee disclosure was read, he strenuously objected to the fee, and his sales representative agreed to waive it as a one-time courtesy. Transparency of Practices and Marketing - As an authorized retailer for [redacted] and other television, internet, phone and home-security providers, our company must adhere to a high level of standards regarding our business practices as well as how we engage customers through our print and digital ad copy. We take pride in being a full-disclosure company, and as an organization one of our core values is Integrity. We routinely conduct internal audits to ensure that we are delivering an exceptional customer experience. Furthermore, our vendor partners routinely conduct external audits to ensure we are in compliance with their terms and business practices. As stated above, it is impossible to pre-determine and outline individual qualification criteria and corresponding terms and conditions in the ad copy. As such, our business model is predicated upon disclosing individual terms and conditions at the point of sale. Resolution Offer - Although our company did disclose to [redacted] that he qualified for the secondary offer of a $25.00 gift card at the point of sale, we will make an exception in the interest of resolving his Revdex.com complaint. We will mail out a $100 [redacted] pre-paid card to his residence that should arrive within 7-14 business days, with no redemption form required. If [redacted] has not received his $100 gift card within the time frame stipulated, he may follow up with our Client Services department. The toll-free telephone number is [redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. Yes, I accept the offer and will contact them if I do not receive the card, by the end of February if I am still living!Companies such as these make it difficult on a person when they offer promotions and do not abide by their word which results in other avenues being sought for remedy. I hope this company will be truthful to their word and send the card so I don't have to spend anymore of my precious time trying to collect it.Thank you Revdex.com. [redacted]
Regarding Jennifer [redacted]'s complaint, our company, GoDish.com, is the third-party retailer that sold her Dish Network satellite television and internet service. Our Quality Assurance department reviewed the audio recording associated with Ms. [redacted]'s order. Because all Dish Network promotions...
are based on credit, we asked for her social security number in order to qualify her for the offers she received via our sales marketing. Ms. [redacted] gave verbal consent to the credit check. In addition, we are required to place a debit or credit card on file, and validate the card with a dollar hold that falls off within 2-3 days. At this point, Ms. [redacted] indicated that she needed to talk to her spouse, and asked if she could call back later. Her sales representative explained that this would require another credit check, since our system does not allow us to "hold approval" for qualifying promotional offers if the account is not created at the point of sale. The sales representative proposed to have an installation appointment reserved for two days later, in order to give Ms. [redacted] time to discuss with her husband about having service activated. She asked the sales representative if there would be any cancellation fee if they changed their minds, and the sales rep explained that cancellation penalty fees only apply once the service has been installed by the technician. The sales representative then read a series of disclosures to her, one of which was that she authorized $157.50 to be charged to her card today (the debit card affiliated with her checking account), and this includes a $150 one-time fee for Dish Satellite Internet service activation, plus applicable tax. At the end of the disclosures read, her sales representative asked if she agreed with all terms and conditions read to her. Ms. [redacted] answered "yes" thus providing verbal consent, including to have her debit card charged for the above-stated amount. We apologize for any inconvenience caused to Jennifer [redacted], but otherwise maintain that she was made fully aware of the terms and conditions associated with ordering Dish Network service. In fact, Ms. [redacted] was provided with a sixteen digit account number, which she repeated back to her sales representative.
To Whom It May Concern:The sales agent who built [redacted] television order specified that ordering television through Dish and internet through [redacted] was a better advantage in terms of monthly cost, versus bundling both services through one single company. We regret that [redacted] is still dissatisfied with our investigation findings and explanation. I would like to reiterate that the audio recordings associated with [redacted] complaint were also independently reviewed by [redacted], and their Quality Assurance team reached the same conclusion, that we the retailer did NOT misrepresent the television and internet services as a bundle.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. As long as I receive the $100 [redacted] card case is closed.
To Whom It May Concern:Our company, GoDish.com, would like to take this opportunity to provide feedback and resolution measures pertinent to [redacted] Revdex.com complaint:GoDish $100 [redacted] Offer - [redacted] contacted our company, GoDish.com (an authorized Dish Network retailer), on...
11/29/15 to order Dish Network television service. Our records indicate that she contacted us on 12/2/15 to reschedule her Dish Network installation appointment. She then contacted us on 2/24/16 and 2/27/16 about her $100 [redacted]. Our Client Services department offered to verify the call recording associated with Ms. [redacted] order to confirm that she mentioned the $100 gift card offer code (it is required that the customer mention the gift card offer code at the time of order; this stipulation appears in bold print on our ad copy). Ms. [redacted] was asked to wait three business days in order for our Quality Control department to review the call recording associated with the point of sale. It should be noted that A) [redacted] did indeed mention the $100 gift card offer code to her sales agent and B) the sales agent failed to enter the gift card offer code the order entry. We deeply apologize that this did not happen, which resulted in an unnecessary delay in sending her the $100 gift card redemption form. Since the time of Ms. [redacted] Dish Network order, our company has taken several measures to ensure that our sales agents are entering applicable gift card offer codes at the point of sale.Our records also indicate that Ms. [redacted] contacted our company on 4/3/16, the same day that she appears to have filed her complaint with the Revdex.com. A Client Services representative offered to have a redemption form for the $100 gift card sent via U.S. mail to her address.Resolution Offer - Although our company was in the process of sending Ms. [redacted] the redemption form as promised, we acknowledge that because of the failure on the part of our sales agent to follow data entry protocol Ms. [redacted] was greatly inconvenienced. One of our core values as an organization is Easy to Do Business With, and we made the gift card redemption process in Ms. [redacted] case difficult, at best. GoDish.com will rectify this unfortunate situation and provide immediate resolution. We will bypass the redemption form process and immediately mail out a $100 [redacted] to Ms. [redacted] physical address on file. The gift card should arrive within a 7-14 business day window. If she has not received the $100 gift card in that time frame, she may contact our Client Services department toll-free at [redacted]. We again apologize for any inconvenience caused, and will make sure that [redacted] receives her gift card, as promised.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and feel that this company will not help in the matter. My complaint will not be resolved by this company.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would is so far closed. If it is not in by September 22nd, Daniel asked that I contact him ASAP.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me
To Whom It May Concern:Regarding *** ***'s rejection of our original business response and proposed resolution, we wish to apologize for the inconvenience causedOn 11/28/an internal request was made to have a $*** pre-paid card mailed to the address on file for Ms*** with an expected delivery time of 4-weeksThis is what we included in our response to the Revdex.com at the timeIt appears that we failed to execute the steps necessary to generate fulfillment and delivery of the pre-paid card, and for this reason it did not ship out as promisedMs*** contacted our company on 1/15/The customer service agent who assisted her requested that she contact us on the following day, so that departmental management could further investigateWhen Ms*** contacted us again on 1/17/17, the manager who had involvement in her Revdex.com Complaint back in November was away from his deskA manager outbound follcall was not placed to Ms***'s contact phone number, as promised earlier that dayGoDish.com recognizes that we have an obligation to satisfy Ms*** as a customer, and correct the actions that have resulted in a second Revdex.com complaintWe can confirm that an internal request has been made to rush deliver a pre-paid *** card that should arrive to Ms***'s physical address within a weekAdditionally, the amount of the pre-paid *** has increased to $The detailed of this new resolution were shared with *** *** when she contacted our company again on 1/19/We will ensure that expectations are met so that Ms*** will receive her pre-paid card and accept our proposed resolution
A customer service agent called *** *** last week and let him listen to the recording
To Whom It May Concern:Regarding *** *** ***' Revdex.com complaint, GoDish.com is the authorized Dish Network retailer that sold her satellite television serviceAs an authorized retailer, we are granted the ability to assess a $processing fee, provided this is clearly disclosed to the customer
at the point of saleOur Quality Control department routinely verifies call recordings to ensure that our company is in compliance with this measureAlthough this is a legitimate charge, we understand that there are scenarios in which the appropriate action is to waive the processing fee, such as cases of financial hardship, or as a retention tool to dissuade a customer from cancelling their installation work orderOur goal as an organization is to deliver an exceptional customer experience.On 11/5/15, Ms*** contacted our company and requested that we reimburse the $processing feeSince the fee was in a pending status on her card account, we waived the feeFor most financial institutions, this process takes 3-business daysIf the customer is dissatisfied with the wait time, we are generally able to fax a business letterhead to their bank or credit card company to release the funds immediatelyHowever, while engaging Ms*** in this matter, it was revealed that the card used to charge the processing fee is a government-issued child support cardThese type of cards have different terms and conditions than bank-issued debit or credit cardsOur experience with customers who have used these types of government-issued cards to order products and services we sell is that A) it generally takes longer than 3-business days to refund monies collected at point of sale and B) we are unable to fax in a letterhead to expedite this process. We regret the inability, based on the circumstances, to return the $processing fee amount back to Ms*** in a more timely manner
To Whom It May Concern: Regarding *** *** Revdex.com complaint, our company, *** is the third-party authorized *** *** retailer that sold her *** serviceWe identify ourselves as a *** retailer as part of our quality assurance standards when engaging prospective *** ***
customers, and apologize if this was not made clear when we spoke to *** *** In reference to her promised $gift card, there is a redemption process we disclose at the point of sale, which includes submission of a certificateOn yesterday, 08/29/16, one of our Client Services agents contacted *** *** and explained and confirmed the steps needed to complete this process so that she may obtain her gift cardShould *** *** experience any further issues with regard to her gift card, she may contact our Client Services department directly toll-free at 1-866-694-
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
They purposely read the "disclosures" rapidly and in a way that you do not understand what you agreeing to It was not explained to me at the time I gave them the card number that the $would be charged I only remember the $charge being mentionedWhich, is still pending and was not charged as of todayThe $was glossed over purposely and intentionally so that you are unaware of the charge They only mentioned the $fee and that was clearly understood They do not make it CLEAR that you will be charged even if you cancel the order for the install Why is the $charge pending, but the $charge went through after the cancellation I think this is a way for them to benefit from my money and they gain from it
Regards,
To Whom It May Concern:This is our Business Response to Ms. [redacted]'s Revdex.com complaint regarding the $100 pre-paid gift card she was promised at the time of order. We regret that Ms. [redacted] has experienced difficulties with receiving the email redemption form, and being able to successfully resolve...
this issue over the telephone. We have spoken to Ms. [redacted] over the telephone, and have offered to bypass the redemption process. Instead, we will simply mail out the $100 gift card. Normal delivery window is 4-6 weeks, but we will expedite shipment; the card should arrive within 7-10 business days. We have reconfirmed her mailing address, and have advised that the gift card will arrive in a while envelope with "Mpell" printed on it. This is the name of the third-party vendor we use to fulfill gift card orders. Ms. [redacted] has accepted this resolution.Furthermore, Ms. [redacted] has been advised to call 1-866-694-3474 and ask to speak to Daniel at extension 62564, should she have any further questions or concerns. Sincerely,
To Whom It May Concern:Regarding [redacted]'s Revdex.com Complaint regarding the equipment installed for her new Dish Network Service, our company, GoDish.com, is the third-party authorized Dish Network retailer that set up her account. As mentioned in her complaint, she was promised the availability to...
record up to six programs at once with the receiver boxes that were installed. Our Quality Control department reviewed the call recording associated with Ms. [redacted]'s order, and her claim is valid. The receiver model installed at Ms. [redacted]'s residence corresponds to the level of qualification, based on credit. She did not qualify to receive a free upgrade for the receiver model that would enable her to record up to six programs at once. This should have been explained by her sales representative, and the issue will be forwarded to sales management for coaching and training purposes. While we believe that this is an isolated issue, we recognize that our company bears responsibility for taking corrective measures to gain [redacted]'s satisfaction with her newly installed Dish Network television service.Based on the notes on Ms. [redacted]'s account, she has been in contact with the Dish Network corporate office, and they have proposed a resolution that would involve equipment modification that would enable her to record up to five programs with substantial installation and upgrade costs waived. She would only be charged $25.00 for the equipment substitution. Also, there is an account notation that references her request to be released from her two-year contractual agreement, and that the corporate Dish Network will solicit and review the call recording associated with her order, at which point a corporate account specialist will follow up with her. Should Ms. [redacted] decide otherwise to accept the resolution measure for equipment modification to enhance recording capability, GoDish.com will assist by mailing her a $50.00 pre-paid [redacted] gift card. At the point of sale, she mentioned a gift card offer code, and was disclosed that based on qualification the amount would be $25.00, and was informed about a redemption certificate process. In this case, we are willing to double the amount of the gift card and bypass the redemption certificate requirement. A GoDish.com Client Services representative reached out to Ms. [redacted] at 9:30 AM CST on 01/13/17 to discuss our resolution proposal. Her husband answered, and was provided a name and extension for follow-up. Alternatively, Ms. [redacted] may contact our Client Services department directly at 1-866-694-3474. We look forward to the opportunity to assist [redacted] with the above-specified resolution measure proposed by our company.
To Whom It May Concern,In reference to [redacted] Complaint (ID [redacted]), he alleges that our company, GoDish.com,misrepresented the television and internet services offered as being bundled under one bill. Our Quality Control Department reviewed the call recordings associated with [redacted]...
[redacted] order, and [redacted] was disclosed by our sales representative as the television provider available, and [redacted] as the internet provider available. [redacted] solicited the call recordings from us, and their Quality Assurance department independently reviewed the customer's complaint, and found that it was invalid. At no time did our company lead the customer to believe that he would receive bundled television and internet through [redacted]. We are not liable for any fees incurred by early termination of the customer's Dish television service, which the customer voluntarily disconnected.
Sent: Tuesday, December 22, 2015 2:46 PM Subject: RE: Revdex.com of Houston and South Texas- Complaint regarding Your Business #[redacted] On 11/4/15, GoDish.com, an authorized Dish Network third party retailer, placed a Dish Network television order for under the name of Mike Cherry, the account holder. Since it is required for a valid debit/credit card to be placed on file, Ms. [redacted] provided her child support card. The charges assessed to Ms. [redacted]’ card at the point of sale on 11/4/15 are the following: An activation fee of $50.00 that was charged by Dish Network, as well as a pre-authorized (pending) transaction in the amount of $49.99 that is a retailer processing fee associated with GoDish.com. In addition, in order to validate the card, Dish Network placed a temporary hold of one dollar on the card the same day, which automatically would have fallen off within 3-5 days. On 11/6/15, a GoDish.com floor manager waived our $49.99 retailer processing fee, as a courtesy, when Ms. [redacted] called in to GoDish.com Client Services to voice complaint about the processing fee. On 11/9/15, Ms. [redacted] contacted Dish Network to cancel the pending television service order. On the same day, the refund process was initiated for the Dish Network $50 activation fee. Because the Dish Network television order was cancelled prior to installation, there were no penalty fees or any other costs assessed to Ms. [redacted], neither by Dish Network nor by GoDish.com. However, Ms. [redacted] maintains that her card was charged on 11/27/15. In order for our company to research and resolve the charge in question, GoDish.com would need for Ms. [redacted]’ issuing card company to send via fax to our office an itemized card activity statement for her account that shows the amount of the charge, date of charge, and the name of the company that drafted the charge. Our fax number is 713-588-8989. Thanks,
Regarding [redacted] Holliday's Revdex.com Complaint, we apologize for the inconvenience caused by inaccurate information provided regarding our gift card offer when she signed up for Dish Network television service through our company, GoDish.com, a third-party authorized retailer. Our Quality Control...
department reviewed the audio recording associated with Ms. Holliday's sales order. Her sales representative informed her that she qualified for a secondary offer of a $25 pre-paid VISA card instead of the $100 pre-paid VISA card advertised, due to credit qualification. This is a true statement. There is a disclaimer at the bottom of our advertisement that stipulates that all offers and promotions are contingent upon credit qualification, including the $100 gift card. However, in the middle of his explanation, the sales representative referenced the fact that she lives in an apartment.Apartment dwellers are not automatically precluded from GoDish.com's $100 gift card promotion, and any mention of this at the point of sale is improper phone behavior. While we believe this to be an isolated incident, our company is committed to providing an exceptional customer experience, which includes providing accurate information and proper explanations per ongoing training provided to our sales force for all products and services we sell. To that end, we will forward Ms. Holliday's complaint to our sales management and training teams to facilitate coaching on how to set proper expectations and provide an accurate explanation to customers who do not qualify for the full value of the $100 gift card.We also apologize that Ms. Holliday was not provided direct assistance by the online chat representative. Because the gift card is a retailer offer, any corporate Dish Network representatives are unable to provide details about the gift card qualification, how to redeem the gift card, etc. and as a standard practice will direct them to contact our company for further assistance.GoDish.com would like an opportunity to achieve a satisfactory outcome for Ms. Holliday's issue regarding the gift card. If she accepts, we are willing to ship her a $100 gift card, with no redemption required. The gift card would be sent to the address she included in her Revdex.com complaint. Normal delivery time for the gift card is 3-4 weeks. We merely request that Ms. Holliday confirm that she is currently able to receive mail to the address she provided. Upon confirmation, we will be happy to initiate shipment of her $100 gift card.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
[Provide details of why you are not satisfied with this resolution.]
Regards,
To Whom It May Concern The company still does not admit that during the course of the phone conversation it was stated by me several times that the price of the TV and Internet bundle was a great deal for $36.00 a month for the first year, to which the sales representative responded positively several times. I was well aware of the contract obligations and was not worried about cancelling the service as I was led to believe that the service would be a TV AND INTERNET bundle at a great price! What is it about the word BUNDLE that Dish does not understand? They advertise it but do NOT HONOR it! NEVER is it mentioned by the sales rep that the internet WILL be a separate charge! I,m sure the dish company legal department will have justification for the contract charges, that,s their job. But their sales rep was a LIAR which in My opinion does NOT REFLECT WELL ON THE INTEGRITY AND BUSINESS PRACTICES OF GODISH! This is by no means over![redacted]
To Whom It May Concern:Our company, Go[redacted] would like to take this opportunity to provide feedback and resolution measures pertinent to [redacted] Revdex.com complaint:Go[redacted] $100 [redacted] Gift Card Offer - As [redacted] stated in his complaint he received a redemption certificate letter for a...
$25.00 gift card, and contacted our company to question the dollar amount. [redacted] Client Services representative explained to [redacted] that he was ineligible for the advertised $100.00 gift card, and instructed him to refer to the terms and conditions outlined in the ad copy. [redacted] referenced these terms/conditions in the body of his complaint, including that a "secondary offer may be available to customers who do not qualify." In his case, the secondary offer was a $25.00 gift card. He takes exception to our ad copy not fully disclosing who qualifies and who does not for the full value of the $100.00 gift card. The key word here is "qualify" and it should be noted that [redacted] was informed at the point of sale that a basic credit check is performed in order to qualify for [redacted]. As a [redacted] authorized retailer, our company engages a broad spectrum of prospective customers with varying levels of credit qualification. It would be impractical and indeed impossible to stipulate in our ad copy the multiple outcome scenarios based on individual credit qualification. For example, with regard to [redacted], some customers must pay substantial upfront cost to purchase and activate their equipment, while others have these fees entirely waived. Furthermore, our company has an obligation to protect our customer's sensitive data. For this reason, our sales representatives do not have visibility to a customer's credit score. They simply receive back the terms/conditions once credit qualification is performed, then proceed to disclose to the customer the respective terms/conditions. This includes the amount of the gift card for which the customer qualifies. In [redacted]'s case, our Quality Control department verified that his sales agent read a disclosure that informed him that he would receive a secondary offer of a $25.00 gift card. [redacted] did not object to the disclosed gift card amount. Additional Fees - [redacted] references an additional fee disclosed at the point of sale. As an authorized [redacted] retailer, our company has permission to charge a one-time $49.99 processing fee to all customers we sign up for [redacted], provided this fee is clearly disclosed to the customer. In [redacted] case, after the processing fee disclosure was read, he strenuously objected to the fee, and his sales representative agreed to waive it as a one-time courtesy. Transparency of Practices and Marketing - As an authorized retailer for [redacted] and other television, internet, phone and home-security providers, our company must adhere to a high level of standards regarding our business practices as well as how we engage customers through our print and digital ad copy. We take pride in being a full-disclosure company, and as an organization one of our core values is Integrity. We routinely conduct internal audits to ensure that we are delivering an exceptional customer experience. Furthermore, our vendor partners routinely conduct external audits to ensure we are in compliance with their terms and business practices. As stated above, it is impossible to pre-determine and outline individual qualification criteria and corresponding terms and conditions in the ad copy. As such, our business model is predicated upon disclosing individual terms and conditions at the point of sale. Resolution Offer - Although our company did disclose to [redacted] that he qualified for the secondary offer of a $25.00 gift card at the point of sale, we will make an exception in the interest of resolving his Revdex.com complaint. We will mail out a $100 [redacted] pre-paid card to his residence that should arrive within 7-14 business days, with no redemption form required. If [redacted] has not received his $100 gift card within the time frame stipulated, he may follow up with our Client Services department. The toll-free telephone number is [redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. Yes, I accept the offer and will contact them if I do not receive the card, by the end of February if I am still living!Companies such as these make it difficult on a person when they offer promotions and do not abide by their word which results in other avenues being sought for remedy. I hope this company will be truthful to their word and send the card so I don't have to spend anymore of my precious time trying to collect it.Thank you Revdex.com. [redacted]
Regarding Jennifer [redacted]'s complaint, our company, GoDish.com, is the third-party retailer that sold her Dish Network satellite television and internet service. Our Quality Assurance department reviewed the audio recording associated with Ms. [redacted]'s order. Because all Dish Network promotions...
are based on credit, we asked for her social security number in order to qualify her for the offers she received via our sales marketing. Ms. [redacted] gave verbal consent to the credit check. In addition, we are required to place a debit or credit card on file, and validate the card with a dollar hold that falls off within 2-3 days. At this point, Ms. [redacted] indicated that she needed to talk to her spouse, and asked if she could call back later. Her sales representative explained that this would require another credit check, since our system does not allow us to "hold approval" for qualifying promotional offers if the account is not created at the point of sale. The sales representative proposed to have an installation appointment reserved for two days later, in order to give Ms. [redacted] time to discuss with her husband about having service activated. She asked the sales representative if there would be any cancellation fee if they changed their minds, and the sales rep explained that cancellation penalty fees only apply once the service has been installed by the technician. The sales representative then read a series of disclosures to her, one of which was that she authorized $157.50 to be charged to her card today (the debit card affiliated with her checking account), and this includes a $150 one-time fee for Dish Satellite Internet service activation, plus applicable tax. At the end of the disclosures read, her sales representative asked if she agreed with all terms and conditions read to her. Ms. [redacted] answered "yes" thus providing verbal consent, including to have her debit card charged for the above-stated amount. We apologize for any inconvenience caused to Jennifer [redacted], but otherwise maintain that she was made fully aware of the terms and conditions associated with ordering Dish Network service. In fact, Ms. [redacted] was provided with a sixteen digit account number, which she repeated back to her sales representative.
To Whom It May Concern:The sales agent who built [redacted] television order specified that ordering television through Dish and internet through [redacted] was a better advantage in terms of monthly cost, versus bundling both services through one single company. We regret that [redacted] is still dissatisfied with our investigation findings and explanation. I would like to reiterate that the audio recordings associated with [redacted] complaint were also independently reviewed by [redacted], and their Quality Assurance team reached the same conclusion, that we the retailer did NOT misrepresent the television and internet services as a bundle.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. As long as I receive the $100 [redacted] card case is closed.
To Whom It May Concern:Our company, GoDish.com, would like to take this opportunity to provide feedback and resolution measures pertinent to [redacted] Revdex.com complaint:GoDish $100 [redacted] Offer - [redacted] contacted our company, GoDish.com (an authorized Dish Network retailer), on...
11/29/15 to order Dish Network television service. Our records indicate that she contacted us on 12/2/15 to reschedule her Dish Network installation appointment. She then contacted us on 2/24/16 and 2/27/16 about her $100 [redacted]. Our Client Services department offered to verify the call recording associated with Ms. [redacted] order to confirm that she mentioned the $100 gift card offer code (it is required that the customer mention the gift card offer code at the time of order; this stipulation appears in bold print on our ad copy). Ms. [redacted] was asked to wait three business days in order for our Quality Control department to review the call recording associated with the point of sale. It should be noted that A) [redacted] did indeed mention the $100 gift card offer code to her sales agent and B) the sales agent failed to enter the gift card offer code the order entry. We deeply apologize that this did not happen, which resulted in an unnecessary delay in sending her the $100 gift card redemption form. Since the time of Ms. [redacted] Dish Network order, our company has taken several measures to ensure that our sales agents are entering applicable gift card offer codes at the point of sale.Our records also indicate that Ms. [redacted] contacted our company on 4/3/16, the same day that she appears to have filed her complaint with the Revdex.com. A Client Services representative offered to have a redemption form for the $100 gift card sent via U.S. mail to her address.Resolution Offer - Although our company was in the process of sending Ms. [redacted] the redemption form as promised, we acknowledge that because of the failure on the part of our sales agent to follow data entry protocol Ms. [redacted] was greatly inconvenienced. One of our core values as an organization is Easy to Do Business With, and we made the gift card redemption process in Ms. [redacted] case difficult, at best. GoDish.com will rectify this unfortunate situation and provide immediate resolution. We will bypass the redemption form process and immediately mail out a $100 [redacted] to Ms. [redacted] physical address on file. The gift card should arrive within a 7-14 business day window. If she has not received the $100 gift card in that time frame, she may contact our Client Services department toll-free at [redacted]. We again apologize for any inconvenience caused, and will make sure that [redacted] receives her gift card, as promised.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and feel that this company will not help in the matter. My complaint will not be resolved by this company.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would is so far closed. If it is not in by September 22nd, Daniel asked that I contact him ASAP.