Marketware Technologies

Initial Business Response / [redacted] (1000, 5, 2014/07/07) */ Contact Name and Title: [redacted] Contact Phone: [redacted] Contact Email: [redacted] Currently, your order is present in Lane's system and is in productionCurrently, Lane Furniture is experiencing what seems to be a sort of company-wide cover backorder of their materials The manufacturer recently went through a large logistical shift in production when they changed factories, as well as routes in for their raw materials and coversThis has caused a very heavy stall in production, and it appears to be affecting nearly all of their open orders We did recently get an updated in their system that materials seem to be arriving inThe customer's replacement order has changed from the status of "cover delay" to "cut and sew", essentially meaning that they have the materials and are creating the panels for upholstery Unfortunately, we still do not have a definitive date for completion of the piece, but hope to see orders start shipping out close to the end of July or early August Lane has been on a holiday break for several days, but have now returned and we will be re-assessing the situation shortlyIn the meantime, we apologize and apologize on behalf of Lane Furniture for the continuing delays and will work to have the piece of furniture shipped as soon as possible Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/07/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) We do not accept this response from the business because it does not include a definitive answer on when we will receive our productWe paid for "white glove" service and instead we feel we are receiving the "run around." We encourage HT Market (or their third party customer service company) to escalate this to Lane and request a clear timeframeEach time we ask for a status update, we receive an unclear estimate - weeks from the current timeWe request a confirmed delivery date (a week time span as opposed to a month time span) as well as compensation in the form of 50% of one of the chairs for the time and delay we have had to deal with We are looking for a response that does not simply provide excuses and would like for a representative from HT Market or Lane to provide a definitive answerIt is not up to us whether Lane is on holiday, moves warehouses, etcIf orders are still be taken, then the company we purchased from is still responsible for delivering the productThe company has had our payment for months and we still are unable to enjoy our chairs Final Consumer Response / [redacted] (3001, 17, 2014/08/13) */ Hi, We have still not received a ship date from the companyWe wanted to confirm that our complaint was not resolved because they have failed to do what they said they would do in their last response to the Revdex.comWe would greatly appreciate a ship/arrival date for the new chair Final Business Response / [redacted] (4000, 21, 2014/08/25) */ Seeing that the new remarks on this complaint for filed on August 13th, I wasn't sure if this was done in errorIt states that the consumer had not yet received a ship date for the replacement chair On August 12th, we had emailed the consumer stating the chair had shipped out earlier that week and provided the tracking informationAt the moment it is at the destination terminal and we are currently making delivery arrangements

Terrible service centerI made an appointment over a week in advance to have some minor issues looked atFord kept my vehicle with zero notice for over hrs before they even made their initial assessment of the repairs neededWhen I asked what exactly was the purpose of making a service appointment if my vehicle wasn't even going to be seen by a mechanic until the following day staff members acted as if I was either overly impatient or ignorant

Initial Business Response / [redacted] (1000, 5, 2014/09/10) */ Contact Name and Title: [redacted] Contact Phone: [redacted] Contact Email: [redacted] We apologize for the trouble you have had redeeming your rewards pointsWe do appreciate your business and hope to be able to do more in the futureThe lack of redemption of the points was not deliberate or suspect on our part, but rather just an internal miscommunication when it came to the logging and distribution of your rewards gift However, we have placed the order for the poster frameIt will be shipping out at any time, likely before the end of the weekOnce we receive the UPS tracking information, we will forward it on to youObviously, all of this will come at absolutely no cost to you Again, we apologize for our error and hope that this will bring resolution to the matter

We apologize for the late response to this complaintDuring this period of time, we were actually working towards getting the issue at hand fully resolved, but have run into several roadblocks that were out of our controlHowever, that has not faltered our commitment to our customer and getting their problems fixed.As the customer said, we have been working on this issue for some time and have already taken many strides towards trying to get the task accomplishedWe contacted the manufacturer, [redacted] who instructed us to use a local furniture technician to resolve the issueSince the problems first arose with the customer's furniture, we have since sent out different repair technicians to diagnose and fix the problemThe first was found to be unreliableThe second did a full inspection of the furniture and diagnosed the issuesHowever, when asked to perform the repair, they opted out of the job and left us to continue searchingFrom the second technician, we found that four of the recline mechanisms would have to be replacedThey appeared to have been misaligned either through shipping or at the factory during productionThe replacement of the recline mechanisms was the instruction and recommendation given to us by [redacted] We finally found a technician who would be willing to perform the repairThey were successfully able to install and bring to working condition one of the four recline mechanismsThe customer was satisfied with the work and we moved to have the final three mechanisms replaced, as wellHowever, it was at this time that we realized that [redacted] had only sent three of the four mechanisms out to the customerWe have since been trying to work with the manufacturer to not only have the final part sent, but to also have the credit required under warranty administered to us to compensate the repair technician for performing the repairsAfter an exhaustive amount of negotiation and paperwork, we had completed all of our duties and filing [redacted] then informed us that they felt the repair technician's fees for the work was too high an asking priceThey were supposed to then send us a counter-amount that they wished to pay the technician for their serviceLet it be known that when we informed the customer of this, we said that this would not deter us from getting the issue resolvedIf [redacted] was not willing to offer up the required fees to fix the furniture, (despite it being their responsibility under their own furniture warranty) we would be willing to pick up and pay the remaining balanceThis point of the process and wouconclusion was reached around the time that this complaint was first filed, and we thought that we would be able to announce full resolution in our responseHowever, since that time, we have not received the promised counter offer from [redacted] We have contacted them multiple times requesting this info, but have received no response whatsoeverWe cannot have the repair completed without the remaining part from the manufacturer and the funds (or at least the portion they wished to pay) needed to credit the technicianEven though [redacted] 's service department is impeding the progress of this repair, we have not given up on itBefore the holiday weekend, I contacted our regional sales and service manager for [redacted] who expressed his apologies and dismay over the situationHe told me that he would be getting into the matter immediatelyI am set to touch base with him tomorrow and will hopefully have news that will complete the manufacturer's end of the deal and get the furniture fully repairedWe will touch base with both the customer and the repair technician with what we are able to find out, and hope to have the remaining three pieces fully repaired as soon as possible

Initial Business Response / [redacted] (1000, 5, 2015/06/15) */ Contact Name and Title: [redacted] Contact Phone: (XXX) XXX-XXXX Contact Email: [redacted] @ameritech.net When our customer first had their seats delivered, the issue with the recline mechanism was brought to our attentionWe immediately got to work on accumulating the data and references that we needed to find a solution We communicated with the customer frequently in regard to troubleshooting measuresHowever, soon we had lost contact with the customer and did not hear from them for several monthsFrankly, when a customer ceases to communicate with us in regard to an issue, usually the case is that the issue is no longer present When we heard back from the customer recently and found that he was still experiencing the problem, we informed him that we are still fully committed to getting the recliner fixedSince we aren't fully able to ascertain the issue through our troubleshooting measures, we will send a repair technician out to investigate A couple of the candidates for the repair were not as reliable as we had originally hoped and did not pan outHowever, we are currently working with a seasoned company that services the area of the customerThey will be contacting them soon to set up an appointmentThe technician will be performing an assessment of the problem and will be able to repair the unit, either on site or after receiving any necessary parts from us, or if the issue is deemed beyond repair, than we can look into options for replacement of the piece Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) [redacted] is partly correct in that I did not contact them for a period of time but that was due to their lack of response in the first place and I travel frequently for business and this issue wasn't my sole priority in lifeAll that said, since I reengaged them on April 6, nothing has changedI was passed [redacted] person to person, repeating my issues each timeI felt as if somehow it were my job to diagnose the problemWhen I pointed things out that were wrong electrically I was questioned as if it weren't possibleIt simply shouldn't take months to get to a resolution, even if you ignore the fact this has gone on longerI'll accept responsibility for the "dark period" but what is the excuse for the months that have passed [redacted] HT has been so engaged in a resolution? Excuses is what I have gotten, no action, until yesterday when a company contacted me for a repair appointment, albeit another two weeks in the future Final Consumer Response / [redacted] (4200, 19, 2015/09/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) A resolution to a problem, by definition, is that it is resolved, completed or finishedHaving a plan in place without executing the plan is not a resolutionI have tried to schedule on more than one occasion and have not been contactedChairs still don't work Also, why is it the customer's job to drive two hours round trip to fix the suppliers issue? There have been nothing but delays throughout this processMany excuses and whether some are legitimate or not, it has been a comedy of errorsMultiple service companies, wrong parts, slow follow upmonths to fix a couple chairs is really all I have to say Final Business Response / [redacted] (4000, 21, 2015/09/29) */ Contact Name and Title: [redacted] Contact Phone: (XXX) XXX-XXXX Contact Email: [redacted] @ameritech.net First off, I don't believe it is absurd to drive minutes to an hour to a facility to pick up a replacement piece of furnitureThe warehouse is still within the same metropolitan area as the customerIt's not uncommon for a consumer to drive this distance or more to purchase or pickup a product if specificity is a factor In this case, however, no one at our company is forcing the customer to drive to the location to pick up the pieceIt was only offered as a faster alternative which would allow for immediate resolution and for the customer to receive the furniture on their own schedule Meanwhile, there has not been a single course of action through this ordeal that our company has not completed as offeredWe have investigated the issue with our factory, sent out a technician to inspect the problem, delivered parts for the needed procedure and contracted a technician to complete the repair Since the repair did not resolve the problem, we volunteered to replace the chair base for the piece experiencing recline issues and supply the parts and procedure to get the LED light working againNothing in this ordeal's history suggests that we will not follow through on this offerIt was made clear to the customer that delivering this piece would be subject to a longer timeframe, which was why the pioption was offered some time ago As of this point, the customer has been informed that we will likely be able to deliver the furniture within the next 7-business daysThis will be dependent on scheduling between both the parties involved, but we have given every indication that we are committed to resolving this issue

We had ordered [redacted] theater chairs from HT Market Technologies back in April I dealt with [redacted] She is efficient, knowledgeable courteous and politeThe whole sale and delivery was handled in an extremely efficient and professional mannerShe was and has been there to answer any questions or concerns we had before and after the salesThe merchandise was delivered as promised and [redacted] helped during the set up procedure as the delivery people were not knowledgeable enough The price was excellent and the service was superbWe are very happy with this company especially with [redacted] and ***