Great Lakes Skipper LLC

Thank you for contacting usWe believe that the headline and ad contain all the information possible to correctly advertise this product as European and that this is an unfortunate case of buyer's remorseThe headline contains the manufacture name and part number as well as the description "Euro" that all indicate this a European style televisionAdditionally, the ad also contains the manufacture name and part number as well as stating that this is a "Euro" model and advertises: "This HDTV uses - 240V." which is European voltageThe ad also contains photos of the back of the television and a picture of the plugs that show this is a European style televisionHere is a link the as for reference:http://greatlakesskipper.com/sea-ray-2014754-sony-bravia-ex3-26-kdl26e...⇄ have accepted the customer's return per our posted return policyThe terms of our policy are the customer pays return shipping and a 20% restocking feeHere is a link to our return policy available to all customers before purchasing:http://greatlakesskipper.com/shippingHere is the calculation for the customer's return:Original Price (269.95) minus 20% restock (53.99) = Total Refund (215.96) The customer has already been refunded and we believe that this matter has already been resolved to the best of our ability.Returns ManagerGreat Lakes SkipperSouth StreetRacine, WI 53404262-898-

Great Lakes Skipper has taken every possible step to solve this issue for the customerWhen the customer raised concerns about the engine, Great Lakes Skipper paid to bring the engine back and issued a full refundThe refund was issued in a very timely manner as stated by the customer in their follow up

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [This company plays a lot of verbal gamesThe sales lady on 6/would not give me her name, the managers name or that of the ownersI want a full refundIt was implied verbally before I placed the order Regards, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. There was a miscommunication with my Bank. The Credit from GLS was processed on 6/26, but never posted to my account.When I contacted my bank, they never acknowledged the "GLS Credit", but did eventually change the "Bank Credit" related to my dispute from Provisional to Permanent. This was directly related to GLS processing the credit on 6/as they indicated. I apologize for the error with this. The other issues noted in my complaint are still valid. The financial portion has been resolved
Regards,
Doug ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I'm not satisfied with this seller's explanation, which simply excuses and rationalizes a somewhat devious approach to their listing approach; I've been using amazon.com and eBay for over fifteen years and I do know how to list items that will serve to remove any doubt in buyers' minds; it is simply a mater of avoiding the obtuse and instead to be up-front with others; this seller has apparently a long way to go to achieve this capacity
Regards,
** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[I would like to thank *** and the Revdex.com for help in this matterI strongly feel if you were able to listen to the phone conversations you would agree that Great Lakes Skippers practices are manipulative and unethicalI do not want a credit, as I do not desire to do business with this shady companyI want my money backUnfortunately for the Revdex.com, I am sure you will continue to arbitrate claims with this company until they go out of business.Regards,
*** ***

Hello;
Thank you for your messageWhen the order was initially placed we informed over the phone that there were two windshields to choose from with the part number in question and reviewed the measurements during the initial call. The customer made a decision on which windshield he
believed would fitWe informed him at that time of the return policy in which the customer is responsible for the return shipping charges as well as a 20% restocking chargeUpon arrival of the windshield, the customer called and stated that he had not lined up his measurements with what was reviewed with him over the initial phone call and had just gone by part number, which we advised in the initial call came in two different sizesWe certainly waived the restocking charges as a courtesy and refunded him the cost of the windshield once it arrived back to our facilityWe also offered to ship the other windshield as an exchange at no additional cost but that offer was declinedGreat Lakes Skipper believes that we did everything in our power to provide the best service possible given the customer did not measure his windshield before purchasing

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[This company plays a lot of verbal games. The sales lady on 6/29 would not give me her name, the managers name or that of the owners. I want a full refund. It was implied verbally before I placed the order. 
Regards,
[redacted]

Thank you for your response. We have made a final decision in this matter. You are more than welcome to send the order back for a store credit. A full refund for an order returned outside of the return policy dates was never discussed or authorized in any phone conversation or in any type writing correspondence.  If you would like to return your purchase all the instructions and information to do so has been adequately provided to you. I will include a copy of the RMA again below to ensure that you have all the information necessary to send the item back should you wish to do so. We do apologize that we could not find a win-win solution in this case but we are happy to help find other items you're interested in for your boat to help use the credit. We have an online inventory of over 30,000 different parts and accessories and can easily help find other items that could be of use. If you would like help finding other items simply call us at ###-###-#### or e-mail [email protected]. ----------------------------------------------------------------------------Good Day [redacted],
We have received your request to return a product you ordered from Great
Lakes Skipper for an in-store merchandise credit. While you are outside of the
fourteen day return window we would like to still accept your return for a store
credit, we are sending you this Return Materials Authorization (RMA) number and
instructions. Please note:
This RMA is only approved to return the product(s) in the original condition
This RMA is not approved for any product(s) that have been installed,
powered, damaged or altered
This RMA is only approved for in-store merchandise credit toward another
purchase
Direct refunds are not approved Here are the steps to complete
your return:
STEP 1: PREPARE THE PRODUCT FOR RETURN SHIPPING
All products must be returned in sellable condition with all the
original components. The product is still yours and will remain so until your
package is received and inspected by our warehouse. Therefore, we STRONGLY
RECOMMEND you repackage the product in our original shipping box and then place
that package into another box with adequate stuffing. The reason for this is
that our original shipping boxes are no longer strong enough by themselves to
survive a second trip in shipping.
STEP 2: LABEL THE RETURN PACKAGE
Great Lakes Skipper -- RETURNS DEPARTMENT RMA 137574GLCMH 2100 South
StreetRacine, Wisconsin 53404Please note the second line includes the
RMA number. All packages sent to Great Lakes Skipper MUST have an approved
Return Materials Authorization number. If this number is missing from the
package, it will be rejected at the warehouse AT YOUR EXPENSE. If this return is
taking place as a result of a dispute process, the package still requires an
approved RMA number issued by Great Lakes Skipper in order to properly process
and complete the dispute process. Please make sure the RMA number is CLEARLY
visible on the label. You might consider also using a heavy black marker to
additionally write the RMA on other sides of the package so the number is not
overlooked.
STEP 3: SHIP THE PACKAGE
Now that the product has been safely boxed and correctly labeled, you will
have 2 weeks to return the package. Until this package has returned to the
warehouse and been fully inspected, this product is still yours. Therefore we
STRONGLY RECOMMEND using a premium shipping service that includes a tracking
number. We also STRONGLY RECOMMEND insuring the package against loss and damage
for the value of the product.
PLEASE NOTE: All return shipping charges are your responsibility. We will not
accept any packages sent postage due, freight collect, COD, or any packages that
require US customs or duty payments.
STEP 4: SEND US THE TRACKING NUMBER
All returns should be shipped using a tracking number. To send us
the tracking number, simply REPLY to this email. Tell us how you shipped the
package (what service you used) and include the tracking number. This helps us
keep track of the shipment and process your return faster.
STEP 5: WATCH FOR OUR REPLY
Generally you will hear from us within 2 business days of the return arriving
at the warehouse. However, during really busy times it can take up to 7 days to
fully process your return and store credit. We must inspect your return and then
take the next steps to issue the credit slip that you can use on a new order. We
promise to get to your return as quickly as possible, so please give us up to 7
days before contacting us regarding the final status of the return and/or
in-store merchandise credit.
Store credits will be issued within 7 days
If you are interested in an immediate exchange, please watch your email
for the credit slip. Once you have that, give us a call and we will be happy to
take your order for the new product.
https://greatlakesskipper.com/shipping.html
Returns Department Great Lakes Skipper###-###-####

Great Lakes Skipper has taken every possible step to solve this issue for the customer. When the customer raised concerns about the engine, Great Lakes Skipper paid to bring the engine back and issued a full refund. The refund was issued in a very timely manner as stated by the customer in their follow up.

We have extended the policy as requested and an RMA number has been e-mailed to return the item for a store credit. We typically do not allow any returns past our fourteen day window.  As a courtesy, we are allowing a return for a full store credit with no
restocking fees. The customer will...

need to simply send the item back in
it's original condition. Order Placed 06/02/2015Return Policy Expired 06/16/2015Return Requested 06/29/2015 I have reviewed the phone call placed on 06/02/2015 which was for the duration of 1min44sec. This rep answered the call and stated her name in the greeting as standard company policy. Our rep when questioned about the return policy did state, "I think they might extend the policy..." and we certainly have extended the policy for a store credit.  No details of a refund were discussed or questioned and quite frankly no authorization of a return past the policy date was officially given. The customer did not call back when placing the order to gain approval for an extended return period. Instead, the order was placed at a later time on our website without speaking to another representative regarding any special return needs. Thus, the order was placed with no approval for an extended return time. However, we're happy to work with the customer despite the miscommunication and allow her to return the order for a store credit. I have reviewed the phone call placed on 06/29/2015 and the sales representative did give her name. She answered and gave her name in the greeting and was not asked again for her name. A manager's name was requested by the customer. Our rep did instruct that they we not provide manager's names. There are a number of manager's that might be tasked with reaching out to a customer when their time becomes available. In no way did the manager inform the customer that "she didn't have to do anything" and in fact it was explained that we are being generous in taking the item back past the fourteen day return period when normally no return would be allowed. The return policy is clearly written on the customer's packing slip and also posted on our website at the link below for customers to review before purchase:http://greatlakesskipper.com/shippingWe have already sent the customer a returns authorization number for in store credit and are happy to accept the return back for a merchandise credit. We consider this matter to be closed and have gone above and beyond our normal policy to help the customer. We have taken the time to hear all concerns, respond in a very timely manner, and extended the return policy to accommodate the customer's needs . In the end, we believe it is a simple case of buyer's remorse that we have been committed to help resolve even outside the normal bounds of our return policy. We would encourage the customer to take advantage of the RMA that has been e-mailed to and to send the item back for a full store credit.

Our diagnostic test that was run did give an incorrect hour count, but it was made clear that full engine specifics were not available at the time of purchase. The customer was given the engine serial number and all information that we had available pertaining to this particular engine. When there...

was a discrepancy, Great Lakes Skipper paid to have the engine returned and the refund was issued the very next day after the item was returned to our facility. Refund information was then sent to the customer's bank the following day on June 27th. The customer has not followed up on their end with the bank to see what the status of the refund is. We are a family owned company and we stand behind our products 100%. We would never lie to our customers or knowingly mislead them on our product, a refund, or our business practice in general.

Thank you for contacting us. We believe that the headline and ad contain all the information possible to correctly advertise this product as European and that this is an unfortunate case of buyer's remorse. The headline contains the manufacture name and part number as well as the description "Euro"...

that all indicate this a European style television. Additionally, the ad also contains the manufacture name and part number as well as stating that this is a "Euro" model and advertises: "This HDTV uses 220 - 240V." which is European voltage. The ad also contains photos of the back of the television and a picture of the plugs that show this is a European style television. Here is a link the as for reference:http://greatlakesskipper.com/sea-ray-2014754-sony-bravia-ex3-26-kdl26e...⇄ have accepted the customer's return per our posted return policy. The terms of our policy are the customer pays return shipping and a 20% restocking fee. Here is a link to our return policy available to all customers before purchasing:http://greatlakesskipper.com/shippingHere is the calculation for the customer's return:Original Price (269.95) minus  20% restock (53.99) = Total Refund (215.96) The customer has already been refunded and we believe that this matter has already been resolved to the best of our ability.Returns ManagerGreat Lakes Skipper2100 South StreetRacine, WI 53404262-898-1855