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Kernel Software, Inc

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Kernel Software, Inc Reviews (1)

The customer emailed us looking for an upgrade to their computer hardware.  We asked the customer for the make and model of their computer, so we could recommend the correct part.  This was done and the customer placed their order on our website.
Installing the upgrade required...

opening the computer, installing hardware, and installing software.  We suspected that customer was inexperienced at this, so we provided specific instructions including diagrams.
The customer claimed the hardware was now installed according to directions, but she had trouble installing the required software.  We provided phone support for this, but she was not getting to the correct software package on line.  So, we offered to connect to her computer remotely and install the software for her.  However, she refused.
A little later, the customer emailed us that she was thinking of returning her purchase.  We emailed back that if she wanted to return the products, we must first issue a return authorization.  We also reminded her that she had agreed to that procedure when she checked out of our online store.  That procedure requires customers to wait for a return authorization so that we can send them instructions on how to repackage goods, alert the receiving warehouse, and especially let the customer know where to send goods for return.
However, the customer did not wait for a return authorization; she sent the goods the next day without knowing where to send them and began to call us scammers and liars.  We repeatedly asked the customer where she sent the goods so that we could alert the receiver to expect an unauthorized return.  However, she never sent us that info.  She would only reply that she had delivery confirmation and we should "pay up".  Without knowing where the goods were sent, we could not verify that they were actually received.  There was nothing we could do without more information.  We expected the customer would eventually file a claim with their credit card issuer and that might require her to provide the needed information.
About a month later, we did finally hear from the card issuer.  The documentation they sent us included the destination where the goods were sent and the tracking number.  Rather than sending the goods to our office in Wisconsin or to the warehouse set up exclusively for returned goods, the customer sent the goods to the originating warehouse, which is a mega-warehouse operated by a distributor.  That warehouse is set up for shipping orders only, not returns.  Thus, when the goods arrived without any return documentation, the carton was simply tossed into a holding bin.
Luckily, we got the tracking info from the card issuer just before the scheduled emptying of that bin.  Armed with the tracking info, the shipping warehouse located the package and forwarded it to the correct warehouse for returns.  At that point, we were issued credit for the return and we offered the card issuer a credit for the goods.  We did not offer a credit for the original shipping charges since the item was never shown to be defective.  That is also mentioned in the terms and conditions of sale accepted by the customer before checkout.  We would have completed this procedure weeks earlier if the customer had cooperated in any fashion to make this happen.
Unfortunately, the customer refused the offer and the card issuer again disputed the charge.  However, when the card issuer finally understood the fact that the customer could not have checked out without agreeing to the terms and conditions, the card issuer agreed to our offer.  As far as we know, the card issuer has credited the customer for their purchase price less shipping.  We consider the matter settled.
We have no idea to what the customer is referring in her accusation of "bait and switch".  Based on the computer specs sent to us by the customer, we made one and only one recommendation for a suitable upgrade part.  That part was shipped and subsequently returned by the customer when they couldn't complete the installation.  No other remedy was offered or requested.  Thus, we have no way to respond to that issue.
We have the complete email conversation depicting all of these facts and are happy to make it available upon request.

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