Initial Business Response / [redacted] (1000, 9, 2014/11/18) */ It appears this customer is having a problem with an outsourced online store support entityI don't have visibility into their systems but I do have the ability to process this customer's refund request (delivery time approximately five weeks)I have called the customer and left a message requesting that he call me back and let me know the amount that he is seeking so that I can immediately submit the reimbursement requestFrom the time I enter the request it takes approximately five weeks for the check to be delivered so once I hear back from the customer I can take actionAfter I submit the refund request I will begin an internal investigation into why the outsourced online store support agency failed to take action in this matter Thank you [redacted] Initial Consumer Rebuttal / [redacted] (2000, 11, 2014/11/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) [redacted] was called back and spoke with my wife and was able to make a bad situation much betterHe seemed genuinely interested in providing customer satisfaction which we were thrilled withThe company makes a great product and we were simply dismayed with how their outsourced support handled the situation, and ultimately were left with no other option than thisThe offered resolution is acceptable to us and we are grateful that an effort has been made not only to reach out to us, but potentially prevent this from happening to other customers in the futureWe are glad that Kensington stands behind their products in the long run!
Initial Business Response /* (1000, 8, 2014/11/18) */
I was advised by the Technical Support team that this issue was resolved by providing the customer with a 50% promo code e-couponApparently now the customer is asking for an additional refundI have left her a voicemail message at her
number XXX-XXX-XXXX requesting her to call me back and let me know how much of a refund she is seekingAssuming the request is less than $I would be able to issue a check to her (processing time five weeks for delivery) but if the request is for more than $I will have to open an investigation into what she is seeking and whyI am awaiting her callback
Thank you*** ***
Initial Consumer Rebuttal /* (3000, 14, 2015/09/04) */
Refund/Reimbursement Never Received
I spoke with a Mr*** ***, Kensington Support Manager some time ago by phone about resolving a previously reported a defect issue with the following product:
Wall Adapter with USB Power Port UPC XXXXXXXXXXXXXX
The product began to melt based on overheatingHe advised that a refund would be received in the amount of $to replace the product with another that is comparable and compatible with my laptopHe has stated that it could take up to months to receive this refundIt's been well beyond this time and have not received a return call, correspondence from him, nor have a received an update on the status of the refund for replacement
I would like confirmation of when refund will be sent being that over months has elapsed since it was supposed to be receivedRefund should be sent to the following address:
*** XXXXX
Final Business Response /* (4000, 16, 2015/09/10) */
Kensington took all the proper steps to issue a refund check to this customerSpecifically:
Notification of check request was made to our payment vendor on 11/24/We mailed a check to this customer on XX-XX-XXXX using her requested address of *** XXXXXOur records indicate the check was never cashed nor was it returned to us by the postal service as being undeliverable
The address the customer uses in this complaint is different from the one we issued the check to in December of last yearPlease verify the customer's current shipping address is as follows:
*** XXXXX
Once I hear back from the Revdex.com as to the correct shipping address I will issue a new check in the amount of $Meanwhile I have put a stop-payment on the original check issued last year
Thank you
*** ***
Kensington Computer Products Group
Final Consumer Response /* (2000, 18, 2015/09/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the proposed solution of Mr*** to re-issue me a check for the agreed amountI no longer reside at the other residential address and have provided a new address belowPlease mail via an expedited mailing service such as FedEx or UPS to may attention at the following new residential address:
*** XXXXX
I would prefer that he send as soon as possible using a method other than regular postal mail, after waiting over a year to receiveI am also very concerned about him sending via regular postal mail without it being traceable to ensure deliveryThank you very much for your help!
Initial Business Response /* (1000, 5, 2015/10/16) */
I have reviewed this incident from the initial point of contact up until the presentI completely agree with everything this customer wroteThis is a prime example of how to do everything wrong from a Customer Service perspectiveI
will immediately take ownership of this incident and drive it to resolution
This customer is seeking a refund of $80.00, an amount which the customer is clearly entitled toI have given clear instructions to the Support Supervisor to call this customer and advise that Kensington will double this remimbursement amount to $as a very small token of our sincere apology for the way this matter was mishandledThe Supervisor left several messages for the customer to call him back today but thus far the call has not been returnedHe will try again on MondayWe need to verify the correct mailing address for this customer in order for me to process the $reimbursement for the customerAs Kensington uses a 3rd party check disbursement company (similar for use with rebates and refunds) there is a five week processing time for the check to arrive at the customer's location, so I want us to verify the correct shipping address right from the start of this process so there are no further delays
We hope to make contact with the customer on Monday to advise of this effect
Thank you
*** ***
Kensington Computer Products Group
Initial Business Response /* (1000, 6, 2015/01/22) */
I called Mr*** and spoke with him this morning (JAN 2015)I verified his shipping address and made arrangements to ship him one unit of KXXXXX, one unit of KXXXXX, and one unit of KXXXXXThis represents the KeyFolio, Stylus,
and Presenter Stylus that he was seekingI verified that these products were in fact available to ship from our warehouse and requested that they be shipped for expedited three day delivery to the customer's address in *** ***
I apologized for the inconvenience that Mr*** experienced and assured him that I would get the order processed and products shipped straight away
*** ***
Kensington Computer Products Group
Initial Business Response /* (1000, 5, 2015/03/30) */
Kensington has made numerous attempts to reach this customer. We have contacted the customer on the following dates and times:
3/XX X:XX PM
3/XX X:XX AM
3/XX X:XX PM
3/XX X:XX AM
3/XX X:XX PM
In each case we left a message...
requesting the customer to call us back and we provided the supervisor's direct line rather than the general support line. We have not received any response from the customer. The phone number provided by the customer is XXX-XXX-XXXX.
Windows XP is not a supported operating system any longer. Most customers have upgraded to either Windows Vista, Windows 7 or Windows 8, and in fact, Microsoft no longer supports Windows XP and hasn't for quite some time. We will not be creating a driver for a discontinued operating system.
If this customer can provide us with proof of purchase from an authorized reseller we can refund her purchase. In order for this to happen, the customer will either need to make contact with us by honoring our request for her to call us back, or by attaching the proof of purchase to her support incident. Until either of these actions take place there is no further action we can take.
Thank you.
[redacted]
Kensington Computer Products Group
Initial Business Response /* (1000, 9, 2014/11/18) */
It appears this customer is having a problem with an outsourced online store support entity. I don't have visibility into their systems but I do have the ability to process this customer's refund request (delivery time approximately five...
weeks). I have called the customer and left a message requesting that he call me back and let me know the amount that he is seeking so that I can immediately submit the reimbursement request. From the time I enter the request it takes approximately five weeks for the check to be delivered so once I hear back from the customer I can take action. After I submit the refund request I will begin an internal investigation into why the outsourced online store support agency failed to take action in this matter.
Thank you. [redacted]
Initial Consumer Rebuttal /* (2000, 11, 2014/11/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
[redacted] was called back and spoke with my wife and was able to make a bad situation much better. He seemed genuinely interested in providing customer satisfaction which we were thrilled with. The company makes a great product and we were simply dismayed with how their outsourced support handled the situation, and ultimately were left with no other option than this. The offered resolution is acceptable to us and we are grateful that an effort has been made not only to reach out to us, but potentially prevent this from happening to other customers in the future. We are glad that Kensington stands behind their products in the long run!
Initial Business Response /* (1000, 5, 2014/08/14) */
I have contacted the Technical Support Supervisor and directed him to replace this customer's product under warranty. The product has been discontinued for several years but there are other alternative products which could be offered to...
the customer. I was advised by the Supervisor that contact was made and the order for a suitable replacement product was initiated.
I then called the customer to verify that his conversation with the Supervisor took place and that he was satisfied with the outcome, which he told me he was.
Please consider this matter resolved.
Thank you.
[redacted]
Kensington Computer Products Group
Initial Business Response /* (1000, 6, 2015/10/14) */
I have requested that our Technical Support Supervisor make contact with this customer today. We left several messages for her to contact us and we were eventually successful in making contact. The customer wants to have 30 units of...
KeyFolio product replaced but she stated that she no longer has much confidence in these products. We suggested a newer product which incorporated several improvements but the customer stated that she wanted to have a chance to evaluate this different product before committing to have all 30 units replaced with this newer product. We have arranged to ship her 2 units of KeyFolio Thin X3 for evaluation at her school. She will try these units out and if they are acceptable with her then we will ship the remaining 28 units of this product to her. We asked that she notify us within one week's time of her findings so that we could move forward with resolving this issue and she stated that she would contact us after several days of test usage. This is the best alternative product for this customer but at this point we will wait to hear the results of her findings before taking any further actions.
Thank you.
[redacted]
Kensington Computer Products Group
Initial Consumer Rebuttal /* (3000, 8, 2015/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Most of the above is correct, but I did answer their FIRST call. I was told that they wanted to check some things and would call me back. I gave them a different number and requested that they use it and leave me a detailed message if they did not reach me. We are a school, I am not sitting around waiting for a call that I have already spent hours upon hours on. They did call that number and left a message which I would have gotten back to them about as soon as I was able. They continued to call the other number which was not the one I requested.
Regardless, we did finally connect later in the day and they told me of their plan to replace.
I am pleased with the offer, but can not in good conscience accept this product sight unseen which is why I requested the trial.
I hope that these new cases will be acceptable to the teachers and students so that we can accept them. I do also need to find out what kind of warranty the new keyboards come with.
I am also hoping that I will still be receiving the new "older" versions of keyboards that I have been told are on their way and they stylus because these are unrelated to the issues with the above 30.
I will feel that this case can be closed once we receive the 30 new keyboard cases after our preview and testing.
Thank you,
[redacted]
Final Business Response /* (4000, 10, 2015/10/20) */
The warranty period on the trail KeyFolio products sent to the customer is one year.
With regards to the other issues raised in the response, the replacement keyboards and stylus have been shipped to the customer. They were sent via FedEx and the tracking information for these shipments is as follows:
Incident Number: WXXXXXX-XXXXXX
Model to Ship: KeyFolio Thin X3 iPad Air Black: KXXXXXUS (trial products)
Quantity: 2
Shipped Product Date: 10/19/2015
FedEx Tracking Number: XXXXXXXXXXXXXXXXXXXXXX
Status: In Transit
Incident Number: WXXXXXX-XXXXXX
Model to Ship: Virtuso Stylus/Pen Black: KXXXXXWW
Quantity: 1
Shipped Product Date: 10/19/2015
FedEx Tracking Number: XXXXXXXXXXXXXXXXXXXXXX
Status: In Transit
Incident Number: WXXXXXX-XXXXXX
Model to Ship: Replacement Keyboard For XXXXX Series: KXXXXXUS
Quantity: 4
Shipped Product Date: 10/16/2015
FedEx Tracking Number: XXXXXXXXXXXXXXXXXXXXXX
Status: Delivered
We look forward to hearing from the customer as to whether the 'new' KeyFolio products will work for her or not.
Thank you.
Final Consumer Response /* (3000, 14, 2015/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have decided to ask Kensington to replace the keyboard covers for the new, hard sided type that we tested last week. I have called[redacted] and he put them on order. We should expect them in about 10 days.
Acceptance of the resolution will be complete once the product is received in good condition.
Thank you,
[redacted]
Initial Business Response / [redacted] (1000, 9, 2014/11/18) */ It appears this customer is having a problem with an outsourced online store support entityI don't have visibility into their systems but I do have the ability to process this customer's refund request (delivery time approximately five weeks)I have called the customer and left a message requesting that he call me back and let me know the amount that he is seeking so that I can immediately submit the reimbursement requestFrom the time I enter the request it takes approximately five weeks for the check to be delivered so once I hear back from the customer I can take actionAfter I submit the refund request I will begin an internal investigation into why the outsourced online store support agency failed to take action in this matter Thank you [redacted] Initial Consumer Rebuttal / [redacted] (2000, 11, 2014/11/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) [redacted] was called back and spoke with my wife and was able to make a bad situation much betterHe seemed genuinely interested in providing customer satisfaction which we were thrilled withThe company makes a great product and we were simply dismayed with how their outsourced support handled the situation, and ultimately were left with no other option than thisThe offered resolution is acceptable to us and we are grateful that an effort has been made not only to reach out to us, but potentially prevent this from happening to other customers in the futureWe are glad that Kensington stands behind their products in the long run!
Initial Business Response /* (1000, 8, 2014/11/18) */
I was advised by the Technical Support team that this issue was resolved by providing the customer with a 50% promo code e-couponApparently now the customer is asking for an additional refundI have left her a voicemail message at her
number XXX-XXX-XXXX requesting her to call me back and let me know how much of a refund she is seekingAssuming the request is less than $I would be able to issue a check to her (processing time five weeks for delivery) but if the request is for more than $I will have to open an investigation into what she is seeking and whyI am awaiting her callback
Thank you*** ***
Initial Consumer Rebuttal /* (3000, 14, 2015/09/04) */
Refund/Reimbursement Never Received
I spoke with a Mr*** ***, Kensington Support Manager some time ago by phone about resolving a previously reported a defect issue with the following product:
Wall Adapter with USB Power Port UPC XXXXXXXXXXXXXX
The product began to melt based on overheatingHe advised that a refund would be received in the amount of $to replace the product with another that is comparable and compatible with my laptopHe has stated that it could take up to months to receive this refundIt's been well beyond this time and have not received a return call, correspondence from him, nor have a received an update on the status of the refund for replacement
I would like confirmation of when refund will be sent being that over months has elapsed since it was supposed to be receivedRefund should be sent to the following address:
*** XXXXX
Final Business Response /* (4000, 16, 2015/09/10) */
Kensington took all the proper steps to issue a refund check to this customerSpecifically:
Notification of check request was made to our payment vendor on 11/24/We mailed a check to this customer on XX-XX-XXXX using her requested address of *** XXXXXOur records indicate the check was never cashed nor was it returned to us by the postal service as being undeliverable
The address the customer uses in this complaint is different from the one we issued the check to in December of last yearPlease verify the customer's current shipping address is as follows:
*** XXXXX
Once I hear back from the Revdex.com as to the correct shipping address I will issue a new check in the amount of $Meanwhile I have put a stop-payment on the original check issued last year
Thank you
*** ***
Kensington Computer Products Group
Final Consumer Response /* (2000, 18, 2015/09/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the proposed solution of Mr*** to re-issue me a check for the agreed amountI no longer reside at the other residential address and have provided a new address belowPlease mail via an expedited mailing service such as FedEx or UPS to may attention at the following new residential address:
*** XXXXX
I would prefer that he send as soon as possible using a method other than regular postal mail, after waiting over a year to receiveI am also very concerned about him sending via regular postal mail without it being traceable to ensure deliveryThank you very much for your help!
Initial Business Response /* (1000, 5, 2015/10/16) */
I have reviewed this incident from the initial point of contact up until the presentI completely agree with everything this customer wroteThis is a prime example of how to do everything wrong from a Customer Service perspectiveI
will immediately take ownership of this incident and drive it to resolution
This customer is seeking a refund of $80.00, an amount which the customer is clearly entitled toI have given clear instructions to the Support Supervisor to call this customer and advise that Kensington will double this remimbursement amount to $as a very small token of our sincere apology for the way this matter was mishandledThe Supervisor left several messages for the customer to call him back today but thus far the call has not been returnedHe will try again on MondayWe need to verify the correct mailing address for this customer in order for me to process the $reimbursement for the customerAs Kensington uses a 3rd party check disbursement company (similar for use with rebates and refunds) there is a five week processing time for the check to arrive at the customer's location, so I want us to verify the correct shipping address right from the start of this process so there are no further delays
We hope to make contact with the customer on Monday to advise of this effect
Thank you
*** ***
Kensington Computer Products Group
Initial Business Response /* (1000, 6, 2015/01/22) */
I called Mr*** and spoke with him this morning (JAN 2015)I verified his shipping address and made arrangements to ship him one unit of KXXXXX, one unit of KXXXXX, and one unit of KXXXXXThis represents the KeyFolio, Stylus,
and Presenter Stylus that he was seekingI verified that these products were in fact available to ship from our warehouse and requested that they be shipped for expedited three day delivery to the customer's address in *** ***
I apologized for the inconvenience that Mr*** experienced and assured him that I would get the order processed and products shipped straight away
*** ***
Kensington Computer Products Group
Initial Business Response /* (1000, 5, 2015/03/30) */
Kensington has made numerous attempts to reach this customer. We have contacted the customer on the following dates and times:
3/XX X:XX PM
3/XX X:XX AM
3/XX X:XX PM
3/XX X:XX AM
3/XX X:XX PM
In each case we left a message...
requesting the customer to call us back and we provided the supervisor's direct line rather than the general support line. We have not received any response from the customer. The phone number provided by the customer is XXX-XXX-XXXX.
Windows XP is not a supported operating system any longer. Most customers have upgraded to either Windows Vista, Windows 7 or Windows 8, and in fact, Microsoft no longer supports Windows XP and hasn't for quite some time. We will not be creating a driver for a discontinued operating system.
If this customer can provide us with proof of purchase from an authorized reseller we can refund her purchase. In order for this to happen, the customer will either need to make contact with us by honoring our request for her to call us back, or by attaching the proof of purchase to her support incident. Until either of these actions take place there is no further action we can take.
Thank you.
[redacted]
Kensington Computer Products Group
Initial Business Response /* (1000, 9, 2014/11/18) */
It appears this customer is having a problem with an outsourced online store support entity. I don't have visibility into their systems but I do have the ability to process this customer's refund request (delivery time approximately five...
weeks). I have called the customer and left a message requesting that he call me back and let me know the amount that he is seeking so that I can immediately submit the reimbursement request. From the time I enter the request it takes approximately five weeks for the check to be delivered so once I hear back from the customer I can take action. After I submit the refund request I will begin an internal investigation into why the outsourced online store support agency failed to take action in this matter.
Thank you. [redacted]
Initial Consumer Rebuttal /* (2000, 11, 2014/11/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
[redacted] was called back and spoke with my wife and was able to make a bad situation much better. He seemed genuinely interested in providing customer satisfaction which we were thrilled with. The company makes a great product and we were simply dismayed with how their outsourced support handled the situation, and ultimately were left with no other option than this. The offered resolution is acceptable to us and we are grateful that an effort has been made not only to reach out to us, but potentially prevent this from happening to other customers in the future. We are glad that Kensington stands behind their products in the long run!
Initial Business Response /* (1000, 5, 2014/08/14) */
I have contacted the Technical Support Supervisor and directed him to replace this customer's product under warranty. The product has been discontinued for several years but there are other alternative products which could be offered to...
the customer. I was advised by the Supervisor that contact was made and the order for a suitable replacement product was initiated.
I then called the customer to verify that his conversation with the Supervisor took place and that he was satisfied with the outcome, which he told me he was.
Please consider this matter resolved.
Thank you.
[redacted]
Kensington Computer Products Group
Initial Business Response /* (1000, 6, 2015/10/14) */
I have requested that our Technical Support Supervisor make contact with this customer today. We left several messages for her to contact us and we were eventually successful in making contact. The customer wants to have 30 units of...
KeyFolio product replaced but she stated that she no longer has much confidence in these products. We suggested a newer product which incorporated several improvements but the customer stated that she wanted to have a chance to evaluate this different product before committing to have all 30 units replaced with this newer product. We have arranged to ship her 2 units of KeyFolio Thin X3 for evaluation at her school. She will try these units out and if they are acceptable with her then we will ship the remaining 28 units of this product to her. We asked that she notify us within one week's time of her findings so that we could move forward with resolving this issue and she stated that she would contact us after several days of test usage. This is the best alternative product for this customer but at this point we will wait to hear the results of her findings before taking any further actions.
Thank you.
[redacted]
Kensington Computer Products Group
Initial Consumer Rebuttal /* (3000, 8, 2015/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Most of the above is correct, but I did answer their FIRST call. I was told that they wanted to check some things and would call me back. I gave them a different number and requested that they use it and leave me a detailed message if they did not reach me. We are a school, I am not sitting around waiting for a call that I have already spent hours upon hours on. They did call that number and left a message which I would have gotten back to them about as soon as I was able. They continued to call the other number which was not the one I requested.
Regardless, we did finally connect later in the day and they told me of their plan to replace.
I am pleased with the offer, but can not in good conscience accept this product sight unseen which is why I requested the trial.
I hope that these new cases will be acceptable to the teachers and students so that we can accept them. I do also need to find out what kind of warranty the new keyboards come with.
I am also hoping that I will still be receiving the new "older" versions of keyboards that I have been told are on their way and they stylus because these are unrelated to the issues with the above 30.
I will feel that this case can be closed once we receive the 30 new keyboard cases after our preview and testing.
Thank you,
[redacted]
Final Business Response /* (4000, 10, 2015/10/20) */
The warranty period on the trail KeyFolio products sent to the customer is one year.
With regards to the other issues raised in the response, the replacement keyboards and stylus have been shipped to the customer. They were sent via FedEx and the tracking information for these shipments is as follows:
Incident Number: WXXXXXX-XXXXXX
Model to Ship: KeyFolio Thin X3 iPad Air Black: KXXXXXUS (trial products)
Quantity: 2
Shipped Product Date: 10/19/2015
FedEx Tracking Number: XXXXXXXXXXXXXXXXXXXXXX
Status: In Transit
Incident Number: WXXXXXX-XXXXXX
Model to Ship: Virtuso Stylus/Pen Black: KXXXXXWW
Quantity: 1
Shipped Product Date: 10/19/2015
FedEx Tracking Number: XXXXXXXXXXXXXXXXXXXXXX
Status: In Transit
Incident Number: WXXXXXX-XXXXXX
Model to Ship: Replacement Keyboard For XXXXX Series: KXXXXXUS
Quantity: 4
Shipped Product Date: 10/16/2015
FedEx Tracking Number: XXXXXXXXXXXXXXXXXXXXXX
Status: Delivered
We look forward to hearing from the customer as to whether the 'new' KeyFolio products will work for her or not.
Thank you.
Final Consumer Response /* (3000, 14, 2015/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have decided to ask Kensington to replace the keyboard covers for the new, hard sided type that we tested last week. I have called[redacted] and he put them on order. We should expect them in about 10 days.
Acceptance of the resolution will be complete once the product is received in good condition.
Thank you,
[redacted]