[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory enough to me.
Regards,
Rebecca ***
Hello, We were able to get in touch with Chad regarding his safe. He stated that the latch was broken. We set up a no charge replacment order for him to ship out a new safe. He should get in within the next 14-21 business days. He was emailed the order number as...
well. This case is now closed on our end. Regards,Jana [redacted]
Hello, This customer filed a complaint because they said they never heard from us in regards to getting them their combination. They completed the notary form and that same day we followed up with them via email providing them the link to be able to make a payment online. ...
Later that same day the customer emailed back saying that they waiting on hold and no longer wanting the combination so that rep had closed the ticket. All appropriate approaches were done to stay in contact with the customer, but they went from saying they didn’t want the combination to then filing a complaint. I contacted them last week but was not able to get through until Friday. I then emailed the customer to see if they had a different phone to reach them at. They provided me with a secretaries line to reach them for payment. Yesterday was a holiday for them. I was able to get payment from there just a little bit ago. Combination has been emailed. No further action should be needed. Thank you,Jana [redacted]
Hello, After looking at my records this customer has had contact with one of our representatives as recently as Friday. We have sent out the parts that will get the safe up and working as well as an explanation regarding our warranty process. We do not have on site technicians to help set...
up the parts, so it was recommended that the customer reach out to a locksmith. At this point the safe was manufactured 10 years ago as is out of warranty. We have sent the parts that would be needed to repair the safe but that is the best we can do. Our warranty's are a 1 year from manufacturing or date of purchase. At this point there is not further action to be made. Thank you,Jana [redacted]
This customer was waiting to receive a part from us that we currently do not have stock of. While working diligently to obtain the part, we have not been successful yet. The order was added in the system for the customer and when it became available it would ship. ...
Because of the delay I was willing to offer the customer a replacement safe, where she accepted.
The order will be added in the system, and the customer was advised they take about 2 weeks to be delievered.
Please close this case, as it has been resolved.
Hello, In regards to this complaint, here is the action that was taken by Master Lock:We explained that the old keys that fit the new lock, are significantly wore down and may now fit the key pattern of a different lock. This is the reason why the old key fits the new lock.We have brought...
this up to our keying department to review so they are aware that this has occurred. With having this information, our keying department can review the process of cutting keys in an attempt to avoid situations similar to this one.We have also sent the customer 3 locks at no charge, in 2 different lock styles. This will give customer peace of mind knowing that all keys will not open just any lock. Customer was satisfied with this resolution. Please let me know if you have any further questions regarding this situation.Thank you,Daniel [redacted]The Master Lock Company[redacted] [redacted]P: ###-###-#### | F: ###-###-#### | [redacted] www.sentrysafe.com | Facebook | Twitter | YouTube | Pinterest
Hello,
This customer filled a complaint stating she never received keys she was promised. After validating that the address matched everything in the system I was able to pull up 3 different tracking numbers for 3 separate orders of our reps sending out keys. Both the second and third...
set were sent out at no charge to the customer as a courtesy. All of the tracking numbers showed the order was delivered.
I contacted the customer to see if she did get indeed receive the orders and claimed to have gotten one of them a few weeks ago.
No action is needed and this issue has been resolved.
Good evening, I would like to provide the recent interaction between myself and Rebecca [redacted], in an effort to close this request. I called Rebecca [redacted] at approximately 4:30 p.m. central standard time today, to give an explanation, and answer any questions. Rebecca advised me that she was unavailable to talk on the phone at the moment, but would prefer an email response be sent to her. The following email was sent to Rebecca at 5:18 p.m.:Dear Rebecca, My name is Daniel, and I manage the representatives who process email inquiries in the Customer Service Department for The Master Lock Company. On behalf of The Master Lock Company, I would first like to apologize for any inconvenience or frustration you have experiences while attempting to receive assistance and an explanation for your situation. When a customer sends an email with a question to our company, they expect a timely response, and an attempt to resolve the situation. This was clearly not done for your situation, and I completely understand if you felt your situation was brushed off or ignored. For that, I do apologize once again. In an effort to correct the situation, the individual that did not reply to your several email attempts until you contacted the Revdex.com, was the same individual who contacted you by phone to send the replacement locks at no charge and offer an explanation for any other concerns you had. Your main concern at this point is why it took a complaint to the Revdex.com before you received a response to your emails. There is no valid reason why your emails were not responded to, and you should not have had to resort to contacting the Revdex.com to get a response. This is not a representation of The Master Lock Company as a whole, and is an isolated incident with this particular individual. I will reassure you that the individual who did not respond to your emails, will be addressed accordingly and made aware that this is not acceptable behavior. I do hope that this response provides you with the explanation you were looking for, and closure to your situation. If you do have additional questions, comments, or concerns, you may either respond directly to this email, or call our customer service department at ###-###-#### and request to speak with myself.Thank you for your patience with this situation, and have a good rest of your day.Sincerely,Daniel [redacted]The Master Lock Company[redacted]P: ###-###-#### | F: ###-###-#### | [redacted]www.masterlock.com | Facebook | Twitter | YouTube | Pinterest Unless contacted by Rebecca [redacted] by phone or email, I will consider the issue resolved and close the incident. Rebecca has the option to call or email if she does have additional questions or feels the situation still needs attention.If there is anything else that I can do for you, please let me know. Thank you,Daniel [redacted]The Master Lock Company[redacted]P: ###-###-#### | F: ###-###-#### | [redacted]www.masterlock.com | Facebook | Twitter | YouTube | Pinterest
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory enough to me.
Regards,
Rebecca ***
Hello, We were able to get in touch with Chad regarding his safe. He stated that the latch was broken. We set up a no charge replacment order for him to ship out a new safe. He should get in within the next 14-21 business days. He was emailed the order number as...
well. This case is now closed on our end. Regards,Jana [redacted]
Hello, This customer filed a complaint because they said they never heard from us in regards to getting them their combination. They completed the notary form and that same day we followed up with them via email providing them the link to be able to make a payment online. ...
Later that same day the customer emailed back saying that they waiting on hold and no longer wanting the combination so that rep had closed the ticket. All appropriate approaches were done to stay in contact with the customer, but they went from saying they didn’t want the combination to then filing a complaint. I contacted them last week but was not able to get through until Friday. I then emailed the customer to see if they had a different phone to reach them at. They provided me with a secretaries line to reach them for payment. Yesterday was a holiday for them. I was able to get payment from there just a little bit ago. Combination has been emailed. No further action should be needed. Thank you,Jana [redacted]
Hello, After looking at my records this customer has had contact with one of our representatives as recently as Friday. We have sent out the parts that will get the safe up and working as well as an explanation regarding our warranty process. We do not have on site technicians to help set...
up the parts, so it was recommended that the customer reach out to a locksmith. At this point the safe was manufactured 10 years ago as is out of warranty. We have sent the parts that would be needed to repair the safe but that is the best we can do. Our warranty's are a 1 year from manufacturing or date of purchase. At this point there is not further action to be made. Thank you,Jana [redacted]
Hello,
This customer was waiting to receive a part from us that we currently do not have stock of. While working diligently to obtain the part, we have not been successful yet. The order was added in the system for the customer and when it became available it would ship. ...
Because of the delay I was willing to offer the customer a replacement safe, where she accepted.
The order will be added in the system, and the customer was advised they take about 2 weeks to be delievered.
Please close this case, as it has been resolved.
Thank you,
Jana [redacted]
Hello, In regards to this complaint, here is the action that was taken by Master Lock:We explained that the old keys that fit the new lock, are significantly wore down and may now fit the key pattern of a different lock. This is the reason why the old key fits the new lock.We have brought...
this up to our keying department to review so they are aware that this has occurred. With having this information, our keying department can review the process of cutting keys in an attempt to avoid situations similar to this one.We have also sent the customer 3 locks at no charge, in 2 different lock styles. This will give customer peace of mind knowing that all keys will not open just any lock. Customer was satisfied with this resolution. Please let me know if you have any further questions regarding this situation.Thank you,Daniel [redacted]The Master Lock Company[redacted] [redacted]P: ###-###-#### | F: ###-###-#### | [redacted] www.sentrysafe.com | Facebook | Twitter | YouTube | Pinterest
Hello,
This customer filled a complaint stating she never received keys she was promised. After validating that the address matched everything in the system I was able to pull up 3 different tracking numbers for 3 separate orders of our reps sending out keys. Both the second and third...
set were sent out at no charge to the customer as a courtesy. All of the tracking numbers showed the order was delivered.
I contacted the customer to see if she did get indeed receive the orders and claimed to have gotten one of them a few weeks ago.
No action is needed and this issue has been resolved.
Thank you,
Jana [redacted]
Good evening, I would like to provide the recent interaction between myself and Rebecca [redacted], in an effort to close this request. I called Rebecca [redacted] at approximately 4:30 p.m. central standard time today, to give an explanation, and answer any questions. Rebecca advised me that she was unavailable to talk on the phone at the moment, but would prefer an email response be sent to her. The following email was sent to Rebecca at 5:18 p.m.:Dear Rebecca, My name is Daniel, and I manage the representatives who process email inquiries in the Customer Service Department for The Master Lock Company. On behalf of The Master Lock Company, I would first like to apologize for any inconvenience or frustration you have experiences while attempting to receive assistance and an explanation for your situation. When a customer sends an email with a question to our company, they expect a timely response, and an attempt to resolve the situation. This was clearly not done for your situation, and I completely understand if you felt your situation was brushed off or ignored. For that, I do apologize once again. In an effort to correct the situation, the individual that did not reply to your several email attempts until you contacted the Revdex.com, was the same individual who contacted you by phone to send the replacement locks at no charge and offer an explanation for any other concerns you had. Your main concern at this point is why it took a complaint to the Revdex.com before you received a response to your emails. There is no valid reason why your emails were not responded to, and you should not have had to resort to contacting the Revdex.com to get a response. This is not a representation of The Master Lock Company as a whole, and is an isolated incident with this particular individual. I will reassure you that the individual who did not respond to your emails, will be addressed accordingly and made aware that this is not acceptable behavior. I do hope that this response provides you with the explanation you were looking for, and closure to your situation. If you do have additional questions, comments, or concerns, you may either respond directly to this email, or call our customer service department at ###-###-#### and request to speak with myself.Thank you for your patience with this situation, and have a good rest of your day.Sincerely,Daniel [redacted]The Master Lock Company[redacted]P: ###-###-#### | F: ###-###-#### | [redacted]www.masterlock.com | Facebook | Twitter | YouTube | Pinterest Unless contacted by Rebecca [redacted] by phone or email, I will consider the issue resolved and close the incident. Rebecca has the option to call or email if she does have additional questions or feels the situation still needs attention.If there is anything else that I can do for you, please let me know. Thank you,Daniel [redacted]The Master Lock Company[redacted]P: ###-###-#### | F: ###-###-#### | [redacted]www.masterlock.com | Facebook | Twitter | YouTube | Pinterest