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Its in the Mail Reviews (17)

Dear Revdex.com, We have issued the customer a FedEx label to have the watch picked upOnce the watch is here we will review and see what we can do for the customerThank you CindyCustomer Support

While Casio regrets that we are unable to come to a mutual agreement regarding this situation, please realize that the product is 7-years old and way beyond the warranty period and scope of repairAlthough we do try our best with older products to provide a replacement at a nominal fee when a product has been discontinued for several years, it is nearly impossible as technology moves forward We did offer the newest watch that has the titanium and saphire crystal if the customer was willing to pay the difference Unfortunately this is the only option available if this customer insists on those two featuresAgain we regret we were unable to satisfy this customerSincerely,Grace S*DirectorService and Support Division

Complaint: [redacted] I am rejecting this response because: it is unsatisfactory and does not address the core of the problem; i.eCASIO is free to continue selling a product that is clearly inferior.I intend to pursue this complaint through the NJ Consumer Affairs office Regards, [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 ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Dear Revdex.com, I was just speaking with this customer (*** and we discussed the situation with his watch and apologized for the confusion in the emailsWe discussed different options and he agreed to take the watch back to *** for return or exchange, that is
easier for himI consider this matter closed. Thank you ***Customer Support

Complaint: ***
I am rejecting this response because: On October 3, I phoned Casio and spoke with a Cheryle W from Customer ServiceShe stated she forwarded all my information to the claims department. When I was speaking on the phone to Cheryle W initially, she stated they never had any information on my claimI also advised my attorney had removed her self from the case and that I should speak directly with Casio to try to resolve the matter privately instead of through the legal systemAttached is the emailThe only satisfied result I expect from this is a call from Casio directly this weekI want to file an insurance claim due to product failureI do not have any private counsel retained at this time and I am representing myselfThank you
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 ***, and find that this resolution is satisfactory to me
Regards,
*** ***

The agent Cheryle Wwas unaware that a *** ** package was given to Grace S***, Director of Service and Support Division Grace provided this information to Casio's legal department who in turn provided the documents to Casio's insurance The insurance company has been trying to get in contact with this customer's legal representative We received a call from the customer advising his legal representative had been terminated Grace S*** spoke to the customer this time and advised the customer that she would follow up with Casio's legal team Casio's legal department notified the insurance company of this new information and therefore will be contacting the customer directly.There is nothing further that Casio's customer service department can do for this customer once an issue is in the hands of the insurance company except to keep following up I am sure you understand this is for legal reasons.If you have further questions, please let me know.Sincerely,Grace S*DirectorService and Support Division

Unfortunately as already advised bands are not covered under warranty and this is clearly stated in our warranty as they are a wearable/consumable item If he can provide a receipt we can offer a deep discount on replacement bands.SincerelyGrace S*Director of Service and Support

While Casio regrets that we are unable to come to a mutual agreement regarding this situation, please realize that the product is 7-10 years old and way beyond the warranty period and scope of repair. Although we do try our best with older products to provide a replacement at a nominal fee when a product has been discontinued for several years, it is nearly impossible as technology moves forward.  We did offer the newest watch that has the titanium and saphire crystal if the customer was willing to pay the difference.  Unfortunately this is the only option available if this customer insists on those two features. Again we regret we were unable to satisfy this customer. Sincerely,Grace S[redacted]DirectorService and Support Division

Dear Revdex.com, Casio has made numerous attempts to assist this customer. We offered several different models of which he refused. He requested a replacement watch that sells for $2,600.00 and $3,000.00 where his watch cost $800.00. We did offer him to pay the difference...

for one of these models and he refused. At this point since his watch is 7 to 10 years old we believe we have done our due diligence with this customer. Normally we would have simply returned the watch to the customer with a letter advising it is an old discontinued model, however we tried to go the extra mile and offer him a replacement, we regret when we cannot satisfy a customer as in this case. Thank you  Cindy Customer Support

Dear Revdex.com, As a one time courtesy we have agreed to repair this watch under the Casio manufactured warranty. This customers watch has been completed and shipped back to the customer. This went out [redacted] ground and is scheduled to be delivered to the customer on...

today 1-18-16.  [redacted]
 
[redacted]Customer Support

Complaint: [redacted]
I am rejecting this response because: it is unsatisfactory and does not address the core of the problem; i.e. CASIO is free to continue selling a product that is clearly inferior.I intend to pursue this complaint through the NJ Consumer Affairs office.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I appreciate the offer to work with me and offer an equivalent watch.  However, the watches offered weren't equivalent to what I had.  None of the watches were even close to equivalent.  The csr made a point of asking me what features I wanted in the watch.  The only one that had the basic features of the watch that I had was the $2600 watch now offered.  It was sapphire crystal and titanium band.  That and the atomic time keeping were the reason I purchased the watch in the first place. If there is a less expensive equivalent watch today, I would have gladly accepted it.  It is not my fault that Casio discontinued the Oceanus line in the US. There are lots of equivalent Oceanus watches still offered in Japan by Casio, but those are not available in the US.  It was a waste of everyone's time, if Casio had no intention of offering an equivalent watch.  
Regards,
[redacted]

Dear Revdex.com, We have issued the customer a FedEx label to have the watch picked up. Once the watch is here we will review and see what we can do for the customer. Thank you CindyCustomer Support

Dear Revdex.com,Please be advised that our insurance company has closed this matter due to the lack of response from the claimant’s attorney. We have been notified by the claimant that he had fired his attorney therefore we will re-open this claim and contact the claimant for...

resolution.Thank youCindyCustomer Support

[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 is satisfactory to me.
Regards,
[redacted]

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