Icing Images

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: Debbie C***, is the biggest hypocrite I know, she doesn't need me to tell her what was wrong, as she stated to me several times she already knows what the problem was and would not tell me, all she did was bombard me with questions to waste my time, *** asked me literally five questions and I told them the same thing I told Debbie C***, and that was all they needed to trouble shoot and fix the problem, not like Debbie C*** who gave me a shopping list of questions to answer, it has been clear to me from the beginning that Debbie C*** had and has no intention of making things right, just looking to try to screw over the customer and get me to spend more money with her despicable and disgusting company, I am not going away and I am not letting this matter go, I am fully prepared to file this complaint with any and every agency I have to to get my justice, oh yea and it is *** *** not *** to you Debbie C***, we are not friends.Regards,
*** ***

From: Debbie C***Date: Thu, Mar 30, at 4:PMSubject: Re: Icing ImagesTo: Complaint ***Without any understanding of what was wrong with the printer we could not offer any solutions. If I bought a car and it breaks down, I can't have my car towed to a repair shop of my choice and then go back to the dealer and tell them that they need to reimburse me without some sort of explanation as to what was wrong. The car dealer just as I do has the right to know what the problem is to determine if it is their responsibility. I am still unsure as to why, if the printer was fixed by ***, the information can't be given to us so that we can understand what the problem was. We just want to know what was wrong and telling us the printer didn't work is too general. I did have an idea where the problem was, but needed more information to determine that I was correct. We just want to know what went wrong, that is a reasonable request. It is not our goal to make *** go away, but to find out what the problem was and without his cooperation, we cannot. Our policy states that we will troubleshoot all problems and unfortunately we just can't determine, without his cooperation, as to what the problem is. I do not understand why he just doesn't tell us what *** fixed. The resolution that is offered is simple. *** needs to tell us what *** fixed, what the problem was and if we have questions about it allow us to ask reasonable questions with answers from *** for clarityHe has never allowed us the opportunity to correct the problem as he would not answer the questions we asked.If it the fault of Icing Images, and we will be glad to send replacement product ink and sheets of paper that was allegedly lost as a result of the "defective" printer.Debbie C***

From: Debbie C***Date: Tue, Mar 14, at 1:PMSubject: Re: assistance / cid ***To: *** *** Hi ***,I am not sure if you are in the office today,Here is my response:Icing Images has been in business for almost
years and we pride ourselves on the service that we offer.However, our service is only as good as the level of participation of the customer. In this case, you will read our endless attempts to help the customer but to only get barraged by unprofessionalism, cussing, attacks, and harassment. It got to the point after several warnings to the customer that I directed my office not to talk to the customer at all because of the level of unprofessionalism and it was my duty as an employer to protect my employees as per the EEOC.Keep in mind during this, as the owner; I have had to get a mastectomy. I did let the customer know that I would be unable to assist him after a certain date until I was able to due to pain medication and pain. Today, while I am still on pain medication, I am able to sit up for more than minutes. I ask of you if something sounds odd on my end to ask me about it due to the medication. Since I only have days to respond I really have no other choiceI appreciate your cooperation.To summarize, the customer bought the printer and waited until the last minute to set the printer up. When he was having problems, it was on a Saturday when he knew we were closedHe had trouble with the setup and was unable to get the printer to work. He began unprofessional behavior from the beginning and has refused to answer the questions that we need answered to determine what the problem is. I was able to get him to answer some questions which showed me the area that he was having problems, but I still had additional questions to narrow things downHis insults, obnoxious behavior, cussing, berating continued after several attempts of asking him to behave professionally and he refusedWhen it got to the point that I was leaving for major surgery I gave him two optionsIt was at that time that he told us that the printer had been fixed all along and was fixed by ***. I don’t know what *** fixed. My belief was the problem was in one of his settings but again, I really do not know and I cannot replace anything unless I know where the problem is. It is like calling a car dealership and telling them the car is broken and they must send replacement parts, but not telling the car dealership what the problem actually is. Then telling them the mechanic fixed it, but still not revealing what the problem is. We have been diligently trying to figure the problem out. We have endured more unprofessionalism; cussing and just plain mean behavior when that’s all we were trying to do is help.Here is an outline and I will provide you with the huge email conversation in which everything will become very clear for you.On January 6, *** placed the order online while speaking to my office manager Karen.On January 11, he placed another order because he asked for a particular type of paper and then realized what he ordered was incorrect and he needed the type we had originally recommended to himSo he placed a second order.On February 3, *** called and spoke to Tina the Friday before Superbowl Sunday. This was almost a month after his purchase. He had questions about the CD we sent and the edible printing program we offered. She explained how to use *** and discussed hours of support since he had a Superbowl Sunday project and he was calling to set up on the Friday before. She also told him where the support section was on our website.That weekend, he sent nasty notes on *** cussing and berating us because we were not opened on the weekend. See attachment This screen shot shows his posts of ***, our response is listed above his comments.On 2/he left voicemails with the second cussing at us calling us Son’s of ***s. He said he thought we had 24/support and expected a call back immediately.On 2/when we returned to our office my office manager left a message stating she would be happy to speak with him if he was willing to be cordial. She sent him an email stating the same.I am forwarding you the first batch of emails where my sales manager tried to help solve the problem. In order for us to know how to help him.See attachment “correspondence to sales” attachment.I am also forwarding under two separate emails the correspondence I personally had with Jeff. There is a lot and you will see that we have tried beyond reasonable expectations to help Jeff.While I am not back in to the office full time, I will see any emails that come in from you and I eagerly await solving this problem.Thank you,Deborah C***OwnerDebbie C***OwnerIcing Imageswww.icingimages.com###-###-####Icing Images has moved. Please note our new number