Hi,After checking all requests for issues concerning our products I see nothing from [redacted] ***If Ms [redacted] would please read our warranty card that was in the box and then go to propelrc.com, click on "Support", scroll down and click on the "FAQ's", at the top of the new page there is a button that says "Submit a Request", please click the button and fill out the form as best as she can and we will reply with all the information on the Day Manufacturer Defect WarrantyAgain, we ask that she read our warranty card first then fill out the form for a replacement.Thank You!Sincerely,Patrick [redacted] Customer Service SupervisorPropel RC
Revdex.com: This letter is to inform you that Rooftop Brands has carried out to my satisfaction the resolution it proposed for my complaint, filed on 2/8/and assigned ID [redacted] Regards,
I am writing to inform Mr [redacted] that we have been advised to send the remoteIt has been tested and witnessed by employees to the fact that the remote works as it should.The unit will leave tomorrow via [redacted] Have a wonderful day.Patrick W***
Revdex.com: This letter is to inform you that Rooftop Brands has carried out to my satisfaction the resolution it proposed for my complaint, filed on 12/29/and assigned ID [redacted] Sent: Saturday, January 07, 2:PM Subject: RE: RE Complaint ID # [redacted] Regarding: Complaint ID: [redacted] Date Filed: 12/29/To Whom It May Concern: Over the past several days, I have had correspondence with MrDavid [redacted] , Executive Team Leader, Propel RC Customer Service, Rooftop BrandsHe offered replacement or refund of the purchase price, and because of the issues encountered, I opted for the money refundMr [redacted] promptly provided the request for a refund check to be sentI received that check in the mail today, 1/7/ I would like to state that Mr [redacted] has resolved this matter/complaint to my satisfaction, and I have related this to him in a separate emailI would like to thank the Revdex.com for their involvement and commitment to helping resolve these type of issuesSincerely, [redacted]
Hi [redacted] ,Thank you so much for answering my phone call and once again my apologies for the delayed response.I have sent you an email, please just reply back to me so we can make sure to resolve your concernThank youSincerely,CarolinePropel Flight Team
Hello, your account has been deleted from [redacted] as first requestedYou will however receive a response due to the ticket you have opened here on the Revdex.comYou are welcomed to contact us regarding this issue via phone, as you requested I will not respond here anymoreThank you again and we hope to speak to you soon
Hi ***, We sincerely apologize for the issue that you have had in receiving the "bumble" figure from order ***Our records do indicate that it has been delivered in accordance with [redacted] tracking number [redacted] Please let us know, if you have not received the item Should you have any further questions please contact me directly at [redacted] , as I am the Revdex.com correspondent for Rooftopbrands and I would be happy to assist you in fixing this issue in a timely mannerSincerely, David Rooftopbrands Revdex.com Correspondent
Hello ***, My name is David and I have been tasked with Revdex.com issues for Rooftop BrandsI am part of a new team here at Rooftop Brands that has come on board to help fix and maintain the customer service issuesWe understand your frustration with the information that you were providedI would be happy to work with you hand and hand to find a suitable resolutionBumble orders can take 6-weeks to arrive to customersThe bumble orders are printed in batches of 7,or more, when they are printed customers receive a tracking notice via an automated systemThis is perhaps the reason you were given the information pertaining to it's shipmentDue to the large influx of prints that happen at one time, each and every bumble would have to have the tracking information inputted manually (this can be counter productive)The time that the shipping is actually updated is when the order becomes active within the [redacted] network, which can take time due to only X amount of items being shipped per dayI know this is not a suitable resolution, however I believe having some back story into the reason you were given that information is helpfulPlease let me know how we can find a resolution that will work for youSincerely, David
Hello, thanks for notifying usPlease use our warranty link below to submit your warranty requestWe will be happy to replace your heli as long as it falls within our warranty rulesThank youGreetings! Thanks for Emailing us about your issuePlease read our warranty card carefully before we send you an RMA numberIf our highly skilled techs determine it is not a manufacturer defect you will be responsible for the return postage of your unit.Please send a photo copy of your receipt.To process a return with us please go to:https://propeltoys.zendesk.com/hc/en-us/requests/newFill in the Return Faulty Product form and the process will begin! Again we apologize for the issue you are facing.Happy FlyingPropel Flight Team
Sent: Wednesday, January 20, 3:PM Cc: drteam Subject: RE: Complaint # [redacted] Revdex.com David Rooftopbrands ( [redacted] ***) Jan 20, 15:Hello Mr.***, We are aware of the negativity that is going on via our Facebook page and we are becoming proactive to become a better overall Customer Service orientated companyIn the last few weeks we have doubled are staff to help assist in the growing demand to provide excellent customer serviceIn the near future we will be focusing on turning our negative image around on facebookIn the mean time, should you need any assistance let us know so that we can help you in a timely mannerSincerely, David [redacted] Team This email is a service from [redacted] ***Delivered by [redacted] [JP2309-Z4KJ]
[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 Product IssuesselectProblem:I have NO complaints on Rooftop Brands, I would like to have my last complaint changed from unresolved to RESOLVED pleaseI have been in contact with Patrick W [redacted] several times in the last weeks and he had taken care of my issue professionally, and treated me like a customer shouldRooftop Brands is an excellent company and they do resolve their issuesI was out of town recently and did not see a link where I had to go and complete previous complaintHowever, I want it on record that Rooftop Brands did resolve my issue (they took back the old products and replaced them with new product)They also resolved the conflict of their customer serviceAgain, Patrick W [redacted] and Rooftop Brands did RESOLVE my issue from the previous complaints, please remove the unresolved and show on record is Rooftop Brands being a top notch company on taking care of their customersPlease feel free to contact me if you have any more questionsThanks again to Rooftop Brands and especially Patrick W [redacted] on taking the time to resolve my issue.Translate Desired Resolution / OutcomeDesired Resolution:Other (requires explanation)selectDesired Outcome:I want the unresolved removed from the Revdex.com records and shown as resolvedRooftop Brands is sending me new products and have contacted mePatrick W [redacted] is top notch and has resolved the issue to both our satisfactions
Hello, We are sincerely sorry to hear about the issue that you experiencedA return shipping label has been sent to you free off charged and can be used to the product back to us at no cost to youHere is the tracking number: [redacted] via ***Once again we apologize for the issue and would like you to know that providing you with great service is our top concernKind Regards,
The customer first emailed on 6/24/regarding helicopter not flyingAttached is the email correspondence between our agent and the customerAs shown on the email conversation below between Trent P [redacted] and our agent, the customer advised he charged his toy helicopter for hoursThe instructions manual that is provided with each of our products advise a specific charge time and a note to never leave the helicopter charging for an excessive period of timeThe charge time for the Micropter is approximately 20-minutes onlyPlease see attached email where customer states he charged his helicopter for hours Our day limited warranty will guarantee a free replacement for any defective units, however overcharging the product is no manufacturers defect The customer was suggested to purchase a new unit due to the excessive overcharging and the helicopter being out of warranty
Revdex.com: This letter is to inform you that Rooftop Brands has carried out to my satisfaction the resolution it proposed for my complaint, filed on 12/20/and assigned ID [redacted] Regards,
[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 providing that the replacement that was sent to me is not another dud and works perfectly
[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 To Rooftop Brands, The agent I spoke with was very helpful with my case and should be commended for her level of customer serviceUnfortunately it and half months to get to this point
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. From: [redacted] [mailto: [redacted] ] Sent: Wednesday, August 24, 2016 11:00 AM To: drteam <[email protected]> Subject: Cloud Rider Drone. The company never contacted me about refunding my payment for their mistake. This matter is NOT resolved. Refund is the final action.
Hello, your [redacted] was shipped to [redacted] , [redacted] with the [redacted] tracking # [redacted] Please contact your local [redacted] office regarding your deliveryThank you
Hello [redacted] I do apologize on behalf of our company that you have not been able to get through our busy phone lines and emails here Due to the holiday season, we have been extremely busy here with assisting customersI am showing we shipped your order on time but their was an error with your shipping addressWe have several representatives answering the phone lines here daily as well as the email supportI am showing we received an email from you, but it was our mistake it was not responded to in a timely mannerPlease contact us today at [redacted] Please provide us with your correct shipping address and we will be happy to reship your orderHave a great day and thank you for notifying usPropel Team, [redacted]
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 Sent: Monday, February 08, 1:PM To: drteam Subject: Re: You have a New Message from Revdex.com Regarding Complaint # [redacted] [redacted] found it.delivered todayBig thanks for help
Hi,After checking all requests for issues concerning our products I see nothing from [redacted] ***If Ms [redacted] would please read our warranty card that was in the box and then go to propelrc.com, click on "Support", scroll down and click on the "FAQ's", at the top of the new page there is a button that says "Submit a Request", please click the button and fill out the form as best as she can and we will reply with all the information on the Day Manufacturer Defect WarrantyAgain, we ask that she read our warranty card first then fill out the form for a replacement.Thank You!Sincerely,Patrick [redacted] Customer Service SupervisorPropel RC
Revdex.com: This letter is to inform you that Rooftop Brands has carried out to my satisfaction the resolution it proposed for my complaint, filed on 2/8/and assigned ID [redacted] Regards,
I am writing to inform Mr [redacted] that we have been advised to send the remoteIt has been tested and witnessed by employees to the fact that the remote works as it should.The unit will leave tomorrow via [redacted] Have a wonderful day.Patrick W***
Revdex.com: This letter is to inform you that Rooftop Brands has carried out to my satisfaction the resolution it proposed for my complaint, filed on 12/29/and assigned ID [redacted] Sent: Saturday, January 07, 2:PM Subject: RE: RE Complaint ID # [redacted] Regarding: Complaint ID: [redacted] Date Filed: 12/29/To Whom It May Concern: Over the past several days, I have had correspondence with MrDavid [redacted] , Executive Team Leader, Propel RC Customer Service, Rooftop BrandsHe offered replacement or refund of the purchase price, and because of the issues encountered, I opted for the money refundMr [redacted] promptly provided the request for a refund check to be sentI received that check in the mail today, 1/7/ I would like to state that Mr [redacted] has resolved this matter/complaint to my satisfaction, and I have related this to him in a separate emailI would like to thank the Revdex.com for their involvement and commitment to helping resolve these type of issuesSincerely, [redacted]
Hi [redacted] ,Thank you so much for answering my phone call and once again my apologies for the delayed response.I have sent you an email, please just reply back to me so we can make sure to resolve your concernThank youSincerely,CarolinePropel Flight Team
Hello, your account has been deleted from [redacted] as first requestedYou will however receive a response due to the ticket you have opened here on the Revdex.comYou are welcomed to contact us regarding this issue via phone, as you requested I will not respond here anymoreThank you again and we hope to speak to you soon
Hi ***, We sincerely apologize for the issue that you have had in receiving the "bumble" figure from order ***Our records do indicate that it has been delivered in accordance with [redacted] tracking number [redacted] Please let us know, if you have not received the item Should you have any further questions please contact me directly at [redacted] , as I am the Revdex.com correspondent for Rooftopbrands and I would be happy to assist you in fixing this issue in a timely mannerSincerely, David Rooftopbrands Revdex.com Correspondent
Hello ***, My name is David and I have been tasked with Revdex.com issues for Rooftop BrandsI am part of a new team here at Rooftop Brands that has come on board to help fix and maintain the customer service issuesWe understand your frustration with the information that you were providedI would be happy to work with you hand and hand to find a suitable resolutionBumble orders can take 6-weeks to arrive to customersThe bumble orders are printed in batches of 7,or more, when they are printed customers receive a tracking notice via an automated systemThis is perhaps the reason you were given the information pertaining to it's shipmentDue to the large influx of prints that happen at one time, each and every bumble would have to have the tracking information inputted manually (this can be counter productive)The time that the shipping is actually updated is when the order becomes active within the [redacted] network, which can take time due to only X amount of items being shipped per dayI know this is not a suitable resolution, however I believe having some back story into the reason you were given that information is helpfulPlease let me know how we can find a resolution that will work for youSincerely, David
Hello, thanks for notifying usPlease use our warranty link below to submit your warranty requestWe will be happy to replace your heli as long as it falls within our warranty rulesThank youGreetings! Thanks for Emailing us about your issuePlease read our warranty card carefully before we send you an RMA numberIf our highly skilled techs determine it is not a manufacturer defect you will be responsible for the return postage of your unit.Please send a photo copy of your receipt.To process a return with us please go to:https://propeltoys.zendesk.com/hc/en-us/requests/newFill in the Return Faulty Product form and the process will begin! Again we apologize for the issue you are facing.Happy FlyingPropel Flight Team
Sent: Wednesday, January 20, 3:PM Cc: drteam Subject: RE: Complaint # [redacted] Revdex.com David Rooftopbrands ( [redacted] ***) Jan 20, 15:Hello Mr.***, We are aware of the negativity that is going on via our Facebook page and we are becoming proactive to become a better overall Customer Service orientated companyIn the last few weeks we have doubled are staff to help assist in the growing demand to provide excellent customer serviceIn the near future we will be focusing on turning our negative image around on facebookIn the mean time, should you need any assistance let us know so that we can help you in a timely mannerSincerely, David [redacted] Team This email is a service from [redacted] ***Delivered by [redacted] [JP2309-Z4KJ]
[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 Product IssuesselectProblem:I have NO complaints on Rooftop Brands, I would like to have my last complaint changed from unresolved to RESOLVED pleaseI have been in contact with Patrick W [redacted] several times in the last weeks and he had taken care of my issue professionally, and treated me like a customer shouldRooftop Brands is an excellent company and they do resolve their issuesI was out of town recently and did not see a link where I had to go and complete previous complaintHowever, I want it on record that Rooftop Brands did resolve my issue (they took back the old products and replaced them with new product)They also resolved the conflict of their customer serviceAgain, Patrick W [redacted] and Rooftop Brands did RESOLVE my issue from the previous complaints, please remove the unresolved and show on record is Rooftop Brands being a top notch company on taking care of their customersPlease feel free to contact me if you have any more questionsThanks again to Rooftop Brands and especially Patrick W [redacted] on taking the time to resolve my issue.Translate Desired Resolution / OutcomeDesired Resolution:Other (requires explanation)selectDesired Outcome:I want the unresolved removed from the Revdex.com records and shown as resolvedRooftop Brands is sending me new products and have contacted mePatrick W [redacted] is top notch and has resolved the issue to both our satisfactions
Hello, We are sincerely sorry to hear about the issue that you experiencedA return shipping label has been sent to you free off charged and can be used to the product back to us at no cost to youHere is the tracking number: [redacted] via ***Once again we apologize for the issue and would like you to know that providing you with great service is our top concernKind Regards,
The customer first emailed on 6/24/regarding helicopter not flyingAttached is the email correspondence between our agent and the customerAs shown on the email conversation below between Trent P [redacted] and our agent, the customer advised he charged his toy helicopter for hoursThe instructions manual that is provided with each of our products advise a specific charge time and a note to never leave the helicopter charging for an excessive period of timeThe charge time for the Micropter is approximately 20-minutes onlyPlease see attached email where customer states he charged his helicopter for hours Our day limited warranty will guarantee a free replacement for any defective units, however overcharging the product is no manufacturers defect The customer was suggested to purchase a new unit due to the excessive overcharging and the helicopter being out of warranty
Revdex.com: This letter is to inform you that Rooftop Brands has carried out to my satisfaction the resolution it proposed for my complaint, filed on 12/20/and assigned ID [redacted] Regards,
[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 providing that the replacement that was sent to me is not another dud and works perfectly
[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 To Rooftop Brands, The agent I spoke with was very helpful with my case and should be commended for her level of customer serviceUnfortunately it and half months to get to this point
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. From: [redacted] [mailto: [redacted] ] Sent: Wednesday, August 24, 2016 11:00 AM To: drteam <[email protected]> Subject: Cloud Rider Drone. The company never contacted me about refunding my payment for their mistake. This matter is NOT resolved. Refund is the final action.
Hello, your [redacted] was shipped to [redacted] , [redacted] with the [redacted] tracking # [redacted] Please contact your local [redacted] office regarding your deliveryThank you
Hello [redacted] I do apologize on behalf of our company that you have not been able to get through our busy phone lines and emails here Due to the holiday season, we have been extremely busy here with assisting customersI am showing we shipped your order on time but their was an error with your shipping addressWe have several representatives answering the phone lines here daily as well as the email supportI am showing we received an email from you, but it was our mistake it was not responded to in a timely mannerPlease contact us today at [redacted] Please provide us with your correct shipping address and we will be happy to reship your orderHave a great day and thank you for notifying usPropel Team, [redacted]
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 Sent: Monday, February 08, 1:PM To: drteam Subject: Re: You have a New Message from Revdex.com Regarding Complaint # [redacted] [redacted] found it.delivered todayBig thanks for help