December 29, 2014Dear *** ***Your December 19, letter was received on December 24, This was the first time Martin's had been made aware of the situationA message was left on the customer's home phone on December stating Martin's had not received his
contacts, asking what e-mail address he had used, and also asking him to call the direct line for customer service so we may address the issueThe afternoon of December 24, the customer left a message indicating the e-mail address he had used, and the customer asked to be contacted on his cell phone.December 26, the customer was called on his cell phone (no answer, a message was left) to inform him that none of the e-mails had been received and that IT was looking to see if they had gotten caught in the SPAM filterThe customer was also asked to e-mail his photo directly to customer service, direct e-mail address was givenA second phone call was made to the customer's cell phone on December to inform him the e-mail and photo was found in the SPAM filter and that the e-mail and photo had been immediately forwarded to quality control and the president of the company, who thought the object in question looked like a clump with a gear pattern, but could not be 100% sure until the item was seen in personThe customer was asked if he would mail the object for a definitive determinationThe customer has not returned either of the phone messages left for him on December Standard procedure is to refund purchase price and send coupons for reimbursementThis will be done for this situationIf the customer returns the calls, or mails the item, this situation will be pursued furtherMartin's takes customer complaints very seriouslyUnfortunately, in this situation the e-mail was not receivedSincerely,
Judy W
December 29, 2014Dear *** ***Your December 19, letter was received on December 24, This was the first time Martin's had been made aware of the situationA message was left on the customer's home phone on December stating Martin's had not received his
contacts, asking what e-mail address he had used, and also asking him to call the direct line for customer service so we may address the issueThe afternoon of December 24, the customer left a message indicating the e-mail address he had used, and the customer asked to be contacted on his cell phone.December 26, the customer was called on his cell phone (no answer, a message was left) to inform him that none of the e-mails had been received and that IT was looking to see if they had gotten caught in the SPAM filterThe customer was also asked to e-mail his photo directly to customer service, direct e-mail address was givenA second phone call was made to the customer's cell phone on December to inform him the e-mail and photo was found in the SPAM filter and that the e-mail and photo had been immediately forwarded to quality control and the president of the company, who thought the object in question looked like a clump with a gear pattern, but could not be 100% sure until the item was seen in personThe customer was asked if he would mail the object for a definitive determinationThe customer has not returned either of the phone messages left for him on December Standard procedure is to refund purchase price and send coupons for reimbursementThis will be done for this situationIf the customer returns the calls, or mails the item, this situation will be pursued furtherMartin's takes customer complaints very seriouslyUnfortunately, in this situation the e-mail was not receivedSincerely,
Judy W