Modern Wireless

Thank you for allowing us to respond to our customer’s complaintWe’ve given this case all thought and consideration and concluded that no further action will be taken on our part to satisfy his claim.First and foremost, we cannot set this precedent and place ourselves vulnerable to potential fraudulent claimsWe currently give our customers an ID and a password to manage their online accountLike in any other online service, costumers are in control and are not only encouraged but responsible for taking certain precautions when it comes to safeguarding their online credentialsAdditionally, we ask that customers provide an email address of their choice to confirm and send shipping confirmation when orders are placedThis process is meant to further secure the online ordering process as it gives the customer an opportunity to review their orders and charges incurred; but most importantly, it gives them the chance to become aware of fraudulent activity on their accountPaying or reimbursing this customer would mean that none of the security measures we have in place are effective and that, in the future, we are to pay any customers making similar claims.In our previous response, we have shown our good intention by opening ourselves up for further discussion if our customer presents us with substantive and verifiable proof of his suspicion or accusationHe has provided noneWe have tried, in good faith, to help him deal with this situation because we have experienced fraud and loss ourselves as it is an unfortunate part of business; however, this does not mean we are in any way accepting responsibility for such lossFair and honest business is only possible when each transacting party is responsible for their part during the transaction processIn this case, we feel we did our part: we provided a secure online service, a shipping confirmation was emailed to the customer, and merchandise was delivered.Once again, we are thankful for the opportunity to respondPlease let us know if further information is needed.Thank you, *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***

We have received the above referenced complaint and would like to clarify certain details we find are relevant to this case.Yes, this is a customer of ours who claims fraudulent transactions were made on his accountIndeed, orders were placed on his online account and all were sent to different
addresses according to the instructions on each orderWe were not able to confirm or deny his allegations because we cannot obtain hard proof that the person ordering and receiving the merchandise was the customer himself or not.Establishing responsibility has been difficult to impossible due to the following reasons,Shipping to different addresses is common practice for many of our customers.? ? Customers often have personnel who also place orders for them.? ? ? ? ? ? ? ? Customers are responsible for changing and protecting their online credentials.? ? ? ? ? ? ? ? Order/shipping confirmation emails were sent to the customer on the day the orders were placed.? ? ? ? ? ? ? ? Merchandise was shipped and delivered.Our customer claims he did not check his emails on the day the alleged fraud took placeWe feel it falls on the customer’s responsibility to safeguard online credentials as well as keeping track of notifications sent to the email address they provide to us.Furthermore, we find his allegations, that “someone from ‘our’ office placed the orders,” unfoundedHowever, if he has demonstrable information that can help us find the culprit, we are open to further hear his case for it would be in our mutual interest.The customer discussed the circumstances of this case in person with a manager and they were unable to agree on who bore responsibilityIn good faith and sympathy for our customer, the manager decided to give him partial credit for his lossHe took this settlement in the form of merchandise with an approximate value of $At the end of such meeting, we assumed this issue to have been resolved.Because we are a wholesale company, we strive to serve our customers in a way that both of us can benefit from our transactions as we rely on repeat business.? ? Following this incident, which was a first and rare instance since our online ordering system launched more than years ago, our company has taken steps to further verify our customers' identity when transacting online.Please feel free to reach us if further information is needed.? Sincerely,
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