[redacted] [redacted] [redacted]Dear Sir,Re: Customer Experience Information ID [redacted]Model: Mercedes Benz...
G55We acknowledge receipt of your letter addressed to us dated as of August **, 2016, regarding a complaint submitted to you by a customer (the “Submitter”) who purchased a toy car — Mercedes Benz G55 (the “Product”) from us. We take every report of this nature very seriously hence our response below. The Submitter alleges that he purchased the Product in the month of November, 2015, as a Christmas gift for his son. He reached out to us some time in July or early August, 2016, to inform us about his experience with the Product. Upon purchasing a new battery he alleged that the Product was not working properly. In the course of our interaction and after we had provided him with replacement parts, comprising a charger and fuse box, he requested a replacement or a refund.We regret that the Submitter expressed dissatisfaction with the Product. Customer satisfaction is our top priority. However, any deliberation regarding the resolution of a dispute of this nature between parties cannot occur in a vacuum. It must necessarily begin on the floor of the terms of the purchase of the product in issue. Our Return Policy which forms part of the terms under which the Product was purchased from us, is very clear. It provides, in no uncertain terms, that a customer may return a new product purchased from us, if received in a damaged condition or if unopened, within 30 days of purchase. It clearly stipulates that we will not accept returns of any product more than 30 days after the shipment is received by the customer. Our Warranty Policy covers replacement of any electrical or mechanical component of our products during the first 90 days after purchase. It further provides for replacement of any electrical component during the first 12 months after purchase. Our policy is very reasonable and compares favorably with policies of similar companies in the market.From the foregoing, the Submitter cannot therefore receive a replacement of the Product or a refund in relation thereto considering the Submitter was in possession of the Product for more than 30 days. Indeed, the Submitter, by his own admission, used the Product for about 9 months before raising any concerns with us. This is an inordinate period of time to use a product then request a replacement or refund. The rationale for our Return Policy is very clear. It is to avoid situations where a person purchases a product, uses it for an indefinite period of time and then requests a replacement or return and refund. We have no way of knowing how many times or under what conditions a product purchased from us has been used.The Submitter still has recourse under our Warranty Policy. He is still within the 12-month warranty window and is therefore entitled to a replacement of any electrical component of the Product. We have made this clear to him and have provided a replacement charger and fuse box at our expense. Considering the Submitter alleges that the Product still does not work appropriately, we have urged him to get someone to diagnose the exact problem with the Product, and we shall be happy to ship the replacement if it falls within the ambit of replaceable components under the terms of our Warranty Policy. We would be happy to have our technicians take a look at the Product and diagnose the problem toward repairing or replacing any defective component(s) in accordance with the terms of our Warranty Policy.We have also extended a courtesy discount of 15% in the event the Submitter would like to purchase a like product as a replacement.Our offer in this regard stands and we look forward to resolving the customer’s concerns in a timely and reasonable fashion.Sincerely,Alex P[redacted] Authorized RepresentativeModerno LLC
We have reviewed and addressed this issue in regards to resolving the damages on the product upon the receiving of the package and damages occurred during use. Reason for the delay is that there was a huge influx of incoming calls and emails due to the holiday season. We have contacted the customer...
today and have resolved the issue with them. The customer agreed to receiving parts which are easily replaceable in order to have the product in a completely working order. As well we have provided with a partial refund due to the inconvenience of the late response. If needed we can provide a Fedex tracking number for the parts that are going out today. We have also given the customer an estimate on when they would be receiving the package. Regard, Alex P.
[redacted] [redacted] [redacted]Dear Sir,Re: Customer Experience Information ID [redacted]Model: Mercedes Benz...
G55We acknowledge receipt of your letter addressed to us dated as of August **, 2016, regarding a complaint submitted to you by a customer (the “Submitter”) who purchased a toy car — Mercedes Benz G55 (the “Product”) from us. We take every report of this nature very seriously hence our response below. The Submitter alleges that he purchased the Product in the month of November, 2015, as a Christmas gift for his son. He reached out to us some time in July or early August, 2016, to inform us about his experience with the Product. Upon purchasing a new battery he alleged that the Product was not working properly. In the course of our interaction and after we had provided him with replacement parts, comprising a charger and fuse box, he requested a replacement or a refund.We regret that the Submitter expressed dissatisfaction with the Product. Customer satisfaction is our top priority. However, any deliberation regarding the resolution of a dispute of this nature between parties cannot occur in a vacuum. It must necessarily begin on the floor of the terms of the purchase of the product in issue. Our Return Policy which forms part of the terms under which the Product was purchased from us, is very clear. It provides, in no uncertain terms, that a customer may return a new product purchased from us, if received in a damaged condition or if unopened, within 30 days of purchase. It clearly stipulates that we will not accept returns of any product more than 30 days after the shipment is received by the customer. Our Warranty Policy covers replacement of any electrical or mechanical component of our products during the first 90 days after purchase. It further provides for replacement of any electrical component during the first 12 months after purchase. Our policy is very reasonable and compares favorably with policies of similar companies in the market.From the foregoing, the Submitter cannot therefore receive a replacement of the Product or a refund in relation thereto considering the Submitter was in possession of the Product for more than 30 days. Indeed, the Submitter, by his own admission, used the Product for about 9 months before raising any concerns with us. This is an inordinate period of time to use a product then request a replacement or refund. The rationale for our Return Policy is very clear. It is to avoid situations where a person purchases a product, uses it for an indefinite period of time and then requests a replacement or return and refund. We have no way of knowing how many times or under what conditions a product purchased from us has been used.The Submitter still has recourse under our Warranty Policy. He is still within the 12-month warranty window and is therefore entitled to a replacement of any electrical component of the Product. We have made this clear to him and have provided a replacement charger and fuse box at our expense. Considering the Submitter alleges that the Product still does not work appropriately, we have urged him to get someone to diagnose the exact problem with the Product, and we shall be happy to ship the replacement if it falls within the ambit of replaceable components under the terms of our Warranty Policy. We would be happy to have our technicians take a look at the Product and diagnose the problem toward repairing or replacing any defective component(s) in accordance with the terms of our Warranty Policy.We have also extended a courtesy discount of 15% in the event the Submitter would like to purchase a like product as a replacement.Our offer in this regard stands and we look forward to resolving the customer’s concerns in a timely and reasonable fashion.Sincerely,Alex P[redacted] Authorized RepresentativeModerno LLC
We have reviewed and addressed this issue in regards to resolving the damages on the product upon the receiving of the package and damages occurred during use. Reason for the delay is that there was a huge influx of incoming calls and emails due to the holiday season. We have contacted the customer...
today and have resolved the issue with them. The customer agreed to receiving parts which are easily replaceable in order to have the product in a completely working order. As well we have provided with a partial refund due to the inconvenience of the late response. If needed we can provide a Fedex tracking number for the parts that are going out today. We have also given the customer an estimate on when they would be receiving the package. Regard, Alex P.