Olympus Imaging America, Inc

Regrettably, we may not have been clear in explaining to ** *** that shipping receipts needed to come to the corporate office
He and I have spoken, and I was glad to know that he would be able to forward a copy of this to me electronically
After a few days of not having received this, I again spoke to ** *** to remind him to send it to me
On 5/1/I received the e-mail with his shipping receipt, this request has been forwarded to our Finance Department
I have requested that this reimbursement check be expedited, and was advised that it will be sent out by the end of this week
I have apologized to ** *** for his inconvenience regarding this process My intention was to do what I can, on behalf of Olympus, to facilitate customer satisfaction

On 9/29/I called ** *** to discuss his complaint He purchased a refurbished camera from *** ***. In appreciation of his frustration, we would exchange his unit for a brand new Olympus *** *** ** We would bypass the Olympus Refurbished Warranty policy, which requires that he send for repair. I asked him to return the camera to me, for exchange I thought he was satisfied with this offer.He followed up with a few email requests for upgrading to different cameras and lensThe cameras he was requesting are considerably more expensive than the refurbished unit he purchased from *** ***. I explained that Olympus would supply a brand new camera of the same model he purchased. We would not provide an upgrade. To address his request for shipping reimbursement, I will now send an email to extend that offer to ** ***.I feel that we are standing by our Olympus camera, to offer this resolution

We were sorry to hear that *** ***’s camera returned from repair non-functioning. Our standard process would be to request that the camera be returned for a
second repair. Though this process has been very successful, ** *** was not comfortable with this option. As an exception to our standard policy, we have offered to exchange her camera for a brand new ***. ** *** was pleased with this resolution
Case ***
Virginia L***
Customer Care and Support, Team Lead
Olympus Imaging America

Case ***
Olympus requests both warranty card and proof of purchase, to establish the warranty status of a camera. However, unless there is an extenuating circumstance we will make an exception to this policy and cover under warranty with only the proof of purchase
documentation
I have called ***, and requested that she send in the camera for a warranty repair. I apologized that the representative that she had initally spoken with was not more understanding to her situation.
Olympus appreciates that *** purchased an Olympus camera, and we will gladly cover this repair under warranty
Virginia L***
Customer Care and Support, Team Lead
Olympus Imaging America, Inc

[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 to me.
Regards,
*** ***

[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 to me.
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]Hello,I do appreciate Olympus' willingness to make things right. My complaint pertains to the quality issues originating from Olympus' refurbishment centers. However, Ms. Virginia L[redacted] suggests that this is a customer service issue that the retailer ought to fix and that Olympus' help in the matter is above and beyond their responsibility. I disagree with this approach; the retailer ([redacted]) completed their obligation by fulfilling a sealed box received from Olympus directly.With this, my ask to upgrade the camera is not unreasonable - the inconvenience caused was not due to a retailer issue, but the manufacturer issue. Further, a.) I'm being asked to return the camera at my expense and b.) I'm not being provided answers to my questions on the direct email chain with L[redacted]. I will keep this complaint open until I hear back from Ms. L[redacted] about the model, color and lens type of the camera being sent to me as a replacement. I am willing to ship the defective camera back at my own expense, despite the absurdity of the scenario.Sincerely,
[redacted]

We apologize for the delay to issue credit for return of order [redacted]  Please know that the funds were returned to [redacted]Again, [redacted] is sorry for the frustration this has caused.Regards,Virginia [redacted]
[redacted]
[redacted]...

[redacted]

We were very sorry to hear that [redacted]s camera failed on such an important trip. I have contacted ** [redacted] to discuss this situation.  Thought it is really the responsibility of the dealer, to the end goal of customer satisfaction, Olympus will exchange the [redacted] for...

him.  He purchased (refurbished) [redacted], we will exchange for (new) [redacted] as a courtesy.** [redacted] requested to upgrade to [redacted], which we cannot do.  I will be working to facilitate the exchange with ** [redacted].  He was satisfied with this resolution, and Olympus hopes he will be a loyal supporter in the future.Please let us know if there are any additional questions.Thanks,Virginia

[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 [redacted], and find that this resolution is satisfactory to me.  I have not yet received my camera back but anticipate I will soon.  If I don't receive it within six weeks, I will contact the Revdex.com at that time.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: I sent the [redacted] shipping receipt in the same package that the camera was. I just sent a email to [redacted] and attached a copy of the [redacted] receipt.
Regards,
[redacted]

Please see the attachment which details of the order. It lists [redacted] as the mode of payment.There are 3 pages to the attachment, ending with the credit which was issued 5/16/2017.    Page 1 - Order confirmation from the website.Page  2 - [redacted] payment for the orderPage 3 -  Credit back to [redacted]  This should clarify, but if there are further questions, please let us know.Virginia L[redacted]
[redacted]

[redacted] purchased a refurbished camera from The Olympus Store on 3/22/14, order number [redacted].
Regrettably, the unit was defective.  He returned the camera for exchange and requested to be reimbursed for the cost of shipping the camera back to us.  In speaking...

with our customer service representatives and that time, he was informed how to proceed through the exchange process.
I called [redacted] 4/18/14 after having received this complaint.   The replacement request was expedited to ship that day, for 4/21/14 delivery.  This morning, I realized that we had not received a copy of the shipping receipt, which is necessary for the reimbursement request.  I called [redacted] today, and asked him to fax a copy of this to me.   I will follow-up with [redacted] for the shipping receipt, and process once received.
In our conversation, I apologized for the frustration and inconvenience of having to return the camera.   I am sending a case for his camera as a courtesy and token of appreciation for his patience.
[redacted]
Team Lead, Customer Care
Olympus Imaging America, Inc

This customer sent in 2 older model recorders for repair. We were not able to repair, and replacement were no longer available.  She was frustrated because her recorders had not been returned to her as they were partially functional.  She also found our website frustrating to...

navigate.Coincidentally, when I spoke with her today she had just received her original units back from the repair center.  I have offered to reimburse her for the expense of shipping the units to us.I will also be sending a refurbished recorder of a different more current model as a courtesy.[redacted] seemed satisfied with the outcome of this situation.

[redacted]
 [redacted]
I am rejecting this response because: I did not use a [redacted] account to pay for this product, I used my bank debit card, please have the business refund the card that was used to purchase the product.
[redacted]
[redacted]