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Ken Cook

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Review: As a dealer, I purchased a Service Manual online for resale. I obviously was supposed to put my dealer number in a box I didn't see. I did not do that. No discount was given on the original invoice - which I had no problem with. However, I did email them to ask if the discount was still available, and they told me 'yes'. It amounts to $21.35 - if my calculations are correct. However, they told me they would not credit my CC. In order to get my discount, I would have to send my Service Manual back - have it totally refunded - then repurchase it, and have it sent again...which is ridiculous! Freight charges would be more than the refund! I then called them on the phone after I didn't get another reply from them. They still refuse to refund the discount I have coming. Everyone makes mistakes, but when they are aware of them, and still won't take action...that is a problem.Desired Settlement: I want the discount I have coming. I should not have to go through this to get it.If they do not want to issue a credit to my Credit Card - send me a check or Money Order.

Business

Response:

We received your letter dated July 23,2014 regarding a dealer discount

expected by [redacted] of$21.35 for a manual he purchased on-line from

Ken Cook Co. on July 10,2014. As he describes, he did not include his

dealer code, entitling his discount, when he placed the order. He was

informed of the full charges he had to pay at the time he placed the order.

Mr. [redacted] did not contact Ken Cook Co. until July 15,2014, 5 days 1ater

about his expected discount. Since the transaction had been processed, Mr.

[redacted] was informed he should have applied for the discount before placing

the order, a policy which is clearly stated on the web site for BRP Dealers.

Once you place an order and the transaction is completed, you cannot apply

the discount to the order.

As a gesture of good will, I have asked our call center team to issue a credit

of $26.68 to Mr. [redacted] credit card today. I trust this will resolve the

complaint and If there are any further issues, I would be happy to address

them.

Sincerely,

~~

President & CEO

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Description: Product Sales - General, Business Consultants

Address: Unavailable, Cupertino, California, United States, 95014

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