[redacted] spoke with [redacted] on the morning of 12/1/ [redacted] was in the middle of running a large report, so she could not access our accounting program at the time of the callI had her give me her name, contact phone number, and the invoice in question so [redacted] could investigate further on my endThe salesperson, [redacted] , was not in on 12/1/14, and without help from him [redacted] thought there was very little she could do [redacted] called back around two hours later [redacted] had not had the time to investigate the situation before [redacted] called, but did tell her the situation would be taken care of at the latest on 12/2/ [redacted] did not appreciate this and told [redacted] unless she “escalated this matter up the chain right now [***] would consider this a fraudulent charge and call the police.” At that time [redacted] did not have any further information to give; [redacted] reiterated that by 12/2/it would be taken care of and if [redacted] felt that step (calling the police) was necessary she was in her full right to do so Through further investigation, [redacted] found the product was a customer piorder, and tracked down who picked the product upThrough them [redacted] was able to find the correct customerAt that point [redacted] filled out a Credit Memo Request, and took the invoice off [redacted] Rankin’s account [redacted] called [redacted] around 4pm to let her know the situation had been resolved on our end, and apologized for the inconvenience [redacted] asked for Rachel’s last name, which she gave At this time we believe [redacted] Rankin’s issue was resolved in a timely matter, even though she may have felt it was notWe are also holding a meeting later today, 12/2/14, to make sure a situation like this does not occur again [redacted] will be sending [redacted] a statement showing a zero balance today, 12/2/14, and will go through the proper order to make sure [redacted] Rankin’s account is inactive in our system We here at Indexx, Incpride ourselves in providing the best customer service to all our customers, past and presentThis unfortunate event is an outlier of our status quoWe will continue to do our best to provide outstanding customer service, and apologize to [redacted] for her inconvenience in this matter Jeff Forsythe CFO%
[redacted] spoke with [redacted] on the morning of 12/1/ [redacted] was in the middle of running a large report, so she could not access our accounting program at the time of the callI had her give me her name, contact phone number, and the invoice in question so [redacted] could investigate further on my endThe salesperson, [redacted] , was not in on 12/1/14, and without help from him [redacted] thought there was very little she could do [redacted] called back around two hours later [redacted] had not had the time to investigate the situation before [redacted] called, but did tell her the situation would be taken care of at the latest on 12/2/ [redacted] did not appreciate this and told [redacted] unless she “escalated this matter up the chain right now [***] would consider this a fraudulent charge and call the police.” At that time [redacted] did not have any further information to give; [redacted] reiterated that by 12/2/it would be taken care of and if [redacted] felt that step (calling the police) was necessary she was in her full right to do so Through further investigation, [redacted] found the product was a customer piorder, and tracked down who picked the product upThrough them [redacted] was able to find the correct customerAt that point [redacted] filled out a Credit Memo Request, and took the invoice off [redacted] Rankin’s account [redacted] called [redacted] around 4pm to let her know the situation had been resolved on our end, and apologized for the inconvenience [redacted] asked for Rachel’s last name, which she gave At this time we believe [redacted] Rankin’s issue was resolved in a timely matter, even though she may have felt it was notWe are also holding a meeting later today, 12/2/14, to make sure a situation like this does not occur again [redacted] will be sending [redacted] a statement showing a zero balance today, 12/2/14, and will go through the proper order to make sure [redacted] Rankin’s account is inactive in our system We here at Indexx, Incpride ourselves in providing the best customer service to all our customers, past and presentThis unfortunate event is an outlier of our status quoWe will continue to do our best to provide outstanding customer service, and apologize to [redacted] for her inconvenience in this matter Jeff Forsythe CFO%