Hello [redacted] We are very sorry for the error that has occurredAt this time we shipping you a fourth memory chip out with Saturday Delivery to bring your RAM up to 16GBsWe have also put in a request to get you a 512GB SSD, which we will receive within daysOnce we get that, the SSD will be shipped to you overnight as wellAs stated over a phone call we will not be able to send you an upgraded graphics cardWe however will be refunding you $for the price difference between the cardsWe will also be providing a refund for the price of shipping $ We are very sorry again for the error and we appreciate all of your time and cooperation!
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 Sincerely, [redacted]
Hello, We are very sorry to hear about your experiencePlease know we would love to speak with you further! A representative will be reaching out to you shortly to work towards a resolution!
Hello *** We are very sorry for the error that has occurredAt this time we shipping you a fourth memory chip out with Saturday Delivery to bring your RAM up to 16GBsWe have also put in a request to get you a 512GB SSD, which we will receive within daysOnce we get that, the SSD will be shipped to you overnight as wellAs stated over a phone call we will not be able to send you an upgraded graphics cardWe however will be refunding you $for the price difference between the cardsWe will also be providing a refund for the price of shipping $We are very sorry again for the error and we appreciate all of your time and cooperation!
Customer's original order for said battery was in July of Battery came with a year manufacture limited warrantyA replacement occurred in July of which resulted in the manufacture sending out a new batteryCustomer contacts us in September of requesting another battery Unfortunately the battery is over a year out of warrantyA discount on a new purchase of 30% was offeredWe are also willing to go up to 50% off a new battery purchase.Regarding the alleged damage to the machine we never received photos from the customer to document the damageWe are concerned the customer continued to use the battery after stating in the review "It was a slow process where the battery in my laptop expanded..."Contact with the manufacture didn't occur until after the alleged damage occurredAgreed upon terms of sale state the manufacture isn't liable for damage or loss from use of products.We are willing to make one final replacement of the battery at no cost outside of the products warranty
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 meThe problem was not with OCWChase bank did not process the refund until todayPlease close this complaint Sincerely, [redacted] ***
Hello [redacted] ,Thank you so much for your review and we are very sorry that you have not seen your refund yetI was able to look into this further and see that a refund was processed to a [redacted] ending in [redacted] on December 4th The amount of the refund was for $The full price of $will not be able to be refunded as the cost of shipping will not be refundedWhen the order was placed online, the incorrect order was purchased and would not be responsible for the shipping charges that were applied when the wrong product was placedWe are very sorry that this happened and we will be more then happy to help you order the correct itemIf you are still unable to see this refund please feel free to contact OWC and we will be happy to provide the Memo that has been applied to your accountThank you for all of your time and let us know if there is anything further we can do to assist you!
1) Our records show that customer [redacted] purchased a computer from us at 7:35PM on Monday November 21, Although our website states that machines ship within hours our systems show her order was shipped the same day the order was placed, and did so with overnight shipping through [redacted] 2) While we are able to dictate to [redacted] the type of shipping the customer has chosen, we do not have control over the actions of the carrierUnfortunately there was a transit delay with Ms [redacted] shipment that resulted in the machine being delivered on Wednesday November 23, Due to this delay [redacted] , the website for Other World Computing, refunded the customer’s overnight shipping in fullThis refund amounted to $3) Our customer service records show that Ms [redacted] did contact us the same day she received the computer and reported performance issues to usShe claimed that the machine wouldn’t boot past the Apple screenShe spoke with one of our customer service representatives and received her Return Merchandise Authorization number, which allowed her to return the machine to us in such a way that we could track the shipment and attribute it to her account4) Our shipping records show that the customer did ship her laptop back on 11/We began processing her return at the start of business on 11/Our internal process mandates that we thoroughly check all returns given to us for completenessThis ensures that no parts were left out of the package, and no parts belonging to the customer were erroneously included in the packageSince the customer complained that the computer was not functioning, this prompted our team to run several diagnostics on the computer to see where the error was occurringAt this time our customer returns team noticed that there was liquid damage to the computerOur internal notes are as follows: SN match, returned complete - liquid damage on the interior- reviewed with EW and RL, consensus is spill is too fresh appears to be soda or juice - build would have been stopped had it happened here, would not have shipped - sending pix to CCSUPS Dj11/30/First, there is an absence of a note on the packagingWhenever our customer returns team receives any package, any damage is noted in the customer notes The absence of such a note here means that there was no damage visible to the packagingSN means serial numberThis is the verification step to ensure that the computer returned was the one sent to the customerThe following note means that the computer was received with all appropriate cables and discsFor evidence of the liquid damage on the interior of the machine, please see the pictures enclosed with this mailingThe following line says that the person processing the machine, in this case [redacted] reviewed the machine with the help of [redacted] *This was done because the spill of liquid in the interior appeared to be fresh, which means that the spill occurred in the last few daysIt was not an old spill that could have been overlooked in the quality control processAdditionally, the spill was food-based, not chemical or water based as might be incurred had the computer or packaging leaked in transitNext, the following line of the internal notes is the most importantIt states that the build-out of the computer during the original quality control process would have been stopped originally and would never have been shipped to a customer if there was evidence of any spill or liquid damage within the machineLiquid damage is too unpredictable and makes a machine non-saleableWhen we sell refurbished computers, the machines undergo a multi-point inspection processIn this way we have notes as to the exact qualities of each machine we shipOur proprietary and confidential process is as follows: The machine receives a grade based on external cosmeticsThat is to say, any scratches or dings on the cover of the machine are logged and ultimately are reflected in the price of the machineMachines with internal flaws are not permitted to be sold The machine goes through a hardware test to ensure it is in working conditionThis means the computer boots up properly, the ports on the computer are functioning, and the base hardware of the computer is all usablea The computer’s hard drive is securely erased, and an OS is installedWe have a machine that writes over all of the data on the hard drive with ones and zeros to replace all of the current data on the computerThis ensures that no machine is sold with existed dataOnce erased, computers have an operating system installed, which also overwrites existing data The external faces of the machine are cleaned so the screen and body are free from any dust or debris Another team member different from the previous team member working with the computer reevaluates the external condition of the machine to confirm the grade provided The machine is physically opened, inspected for damage including liquid, and cleanedUp until this point, the machine has had to be turned off and on several times and each system and port of the machine evaluated for functionalityThis final step is to ensure the operability and performance previously noted will continue for the customerAs mentioned before, any liquid damage has the potential to render a machine non-functioning at any timeAs such, we do not sell machines with any liquid damage present internallyFinally, because our quality control process is checked and rechecked multiple times, the third bullet references our internal procedure for our own notes as a way of further elucidating our process When it says “build would have been stopped here” the notes mean that the inspection, cleaning, and upgrade would have been stopped in the initial quality control process had there been liquid found in the machine initially As such, since the machine would not be able to be shipped with liquid present initially, and since we ship our computers in packaging that guards against any liquid exposure, and additionally since the return package had no damage present, the only place the liquid could have been spilled into the machine is at the customer’s house Given our myriad of checks and rechecks, there was no way for the computer to have originally shipped with liquid damage in it or for the computer to have received such liquid damage during the transportation processPlease see attached photos showing the liquid residue present in the machine5) The Leadership Member referenced by Ms [redacted] as [redacted] did disconnect the call with the Ms***After we informed the customer that we had found she spilled liquid in the computer and that this was not covered by the warranty, Ms [redacted] began verbally abusing our employeeThe customer was requested to stop using profanity directed at the Leadership Member who was assistingBecause the abusive language continued, our processes dictate that the employee should hang up if the customer is unable to stop the abuseMs [redacted] has publicly admitted to using profanity over social media (See Facebook Media Post Attachment)6) Ms [redacted] requests that her laptop either be replaced or refundedThis is not possible, as the damage she did to the computer is not covered by our stated warranty policiesAs proven in section above, the liquid damage to the computer could not have come from anyone but the customerThis type of damage is not covered by our stated warranty policiesOur limited lifetime warranty policy located here: https://eshop[redacted] /Service/warranty/owc-productwarranty_lifetime.cfm states that the “warranty does not apply: (b) to damage caused by accident, abuse, misuse.” This same language is also echoed in the product warranty section on the terms of sale https://eshop[redacted] /service/terms/sale#sSince this damage was caused by a customer accident and is not a defect of workmanship or materials, the customer has violated the warranty terms and may not receive a replacement or refund for this machineIn summation, we have reviewed the records of the transaction and reached out to the customer on multiple occasionsWe have already refunded the expedited shipping paid by the customer since the shipment did not arrive on timeMs [redacted] spilled a substance in her computer and requested warranty serviceWe evaluated the machine and determined that the liquid residue was not present in the machine previously and that we would not be able to offer warranty service on the purchased machineMs [redacted] verbally abused our employee and is now demanding that her machine receive warranty service in addition to being repaid for shipping yet againAt this time we are unable to offer any additional options to Ms***
A full refund for the original purchase amount of $is being provided to the customerThe amount of failures experienced by the customer, while rare, shouldn't have occurredThe adapters we sell our Apple genuine and we stand behind that factFWIW the reviews and feedback for Apple's
MagSafe even from their own site is Stars out of 5: http://www.apple.com/shop/product/MD506LL/A/apple-85w-magsafe-2-power-adapter-fo...⇄ this time we have reached out to the customer for his credit card information so the refund can be provided
This company sells counterfeit chargers and I had asked for my original purchase price of $to be refunded to meI bought a charger from them March and it failed on January 8thI was sent a replacement one under warranty at no charge and this one is also defectiveIt gets very hot, makes a buzzing sound and the light shows it's charged with a green light when its not and does charge my ***The light changes intermittently from green to orange and shows the light immediately after being plugged inThese are many signs that this is a counterfeit charger and not genuine as they claim it to beThey told me different companies manufacture this charger and it's performance may vary due to thisThe company offered me another warranty replacement which I have refusedI took this charger into the *** store last week and they verified this is a counterfeit charger and it does not work properlyThere are other customer reviews on sites like *** and the Revdex.com that have the same type of complaints and a poor rating
Complaint: ***
I
am rejecting this response because: ANY REPUTABLE business will stand by their productThe battery that is LESS THAN ONE YEAR OLD is FAULTYI want 100% replacementI am not interested in paying for a replacement of a replacement of a replacement.
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/01/22) */
We apologize for any inconvenience *** has experienced
Most *** shipments using the method she selected do arrive between 5-days so this is what we advertiseThey do also have mis-sorts or other delays on occasion so in order
to prevent duplicate shipments, etc, we typically wait until it can be assured that the shipment is officially considered lost by the postal service (typically just a few extra days) to offer the option to re-ship or refund
We are showing that the shipment is now showing that it has delivered
In any case we are attempting to get in touch with *** to apologize and go over what options we have if she still has not received the shipment
Thank you for your assistance
Have a great day!
Thanks,
***
The information transmitted in this email is intended only for the person or entity to which it is addressed and may contain CONFIDENTIAL materialIf you receive this material/information in error, please contact the sender and delete or destroy the material/informationReproduction, or other use of this information without the express consent of the sender is prohibited
Initial Consumer Rebuttal /* (3000, 7, 2015/01/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
At the writing of their response, the shipment had not yet been receivedHowever, it now hasUnfortunately, it was only after my complaint made to Revdex.com and my *** *** that OWC became attentive to my issueI suspect that without the intervention of these other regulatory bodies, OWC would have continued to demand affidavits and place other inappropriate conditions on the refund I was owed solely to avoid paying the refundAt this time, I am still highly unsatisfied with their level of customer careWhile I am no longer owed the product, I am considering proceeding with the return based on my level of dissatisfaction with the manner in which this company chooses to do business
Final Business Response /* (4000, 9, 2015/01/27) */
We were able to get in touch with ***
We were able to confirm that the shipment has been receivedWe were also able to explain that the affidavit is simply standard procedure to confirm the shipment has not yet been delivered and that the customer understands that if it arrives we would have to request the duplicate be returned
As a courtesy we offered a 10% discount and upgraded shipping on a future orderAt this time *** has accepted our offer and we consider this matter closed
Thank you for your helpHave a great day!
***
Initial Business Response /* (1000, 8, 2014/08/15) */
The customer was contacted personally by a Call Center Repat Other World ComputingWe sent the customer a power adapter for his device at no costProduct was bought from a Reseller who was not advertising the product properlyWe also
are working with the Reseller to make sure the correct information is being presented on their site
We received confirmation from the customer that he is happy with the way the situation has been resolved
Initial Business Response /* (1000, 5, 2015/04/02) */
Hello ***
Thank you so much for your feedbackWe greatly appreciate the opportunity to hear the voice or our customersI will be more than happy to lend my assistance
I am very sorry that you were told that the software was not a part
of your purchaseThe software is in fact a part of your purchaseI am sorry to hear that you were not able to pull this up and I was having the same problems on my endWhat we will be doing is getting you the software sent overI will be working closely with our team to make sure this gets accomplished
I will be reaching out to you personally so we can be in contactThank you for your feedback and your time! I look forward to resolving this matter
Sincerely,
***
Initial Business Response /* (1000, 5, 2015/03/11) */
Contact Name and Title: ***
Contact Phone: ***
Contact Email: ***
Hello***
I am very sorry that your package has not arrivedI thank you very much for your feedback
Looking into
your order further we were able to find that this package was apart of a pile up due to weatherWe have set up a new order for you as of 03-10-and this will be shipping out*** *** ExpressThis method usually takes right around to business days but can take up to a week
We are very sorry that your package did not arrive in timeIf there is anything else we can do for you please feel free to contact OWC
Sincerely,
***
Complaint: ***
I am rejecting this response because:
I did receive an email from them offering for me to buy yet another batteryI did not respond because, as I stated previously, I will not spend the money just to receive all the hassle again that I have been throughI will be speaking with help regarding emotional distress due to negligent inflictionI have had a relapse because of this, migraines and lack of sleepAll I wanted was a battery that fit and worked in my laptopI've lost school work time as well.
I really can't believe all that they have offered me is free shipping when I BUY another battery! I will attempt one last time to settle this among ourselves before proceeding further.
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/04/02) */
Hello ***
Thank you so much for your feedbackWe greatly appreciate the opportunity to hear the voice or our customersI will be more than happy to lend my assistance
I am very sorry that you were told that the software was not
a part of your purchaseThe software is in fact a part of your purchaseI am sorry to hear that you were not able to pull this up and I was having the same problems on my endWhat we will be doing is getting you the software sent overI will be working closely with our team to make sure this gets accomplished
I will be reaching out to you personally so we can be in contactThank you for your feedback and your time! I look forward to resolving this matter
Sincerely,
***
Initial Business Response /* (1000, 9, 2014/04/02) */
***
Thank you for your order and for inquiring with the Revdex.com
Other World Computing sincerely apologizes for the issues with the product purchasedWe could certainly understand how frustrating this could be and we
are very sorry
At this point, we have already processed the return for full refund with a shipping labelA customer support team lead will be reaching out to you to confirm that this is no longer an inconvenience to you
Your overall customer satisfaction is important to us
Thank you
***
Dear ***,
Thank you so much for your review with usWe are very sorry to hear about experience that you have with your purchase from ***Please know that this type of SSD behavior is not common and we would love to work with you on a resolutionPlease know that
a representative will be reaching out to you shortlyWe are very sorry for any frustration that this has caused youThank you for your time and cooperation
I was very very disappointed when I was "pitched" a fair rebate when I made a large purchaseexcellent condition 2GB RAM for a *** *** So I paid for the mailing to returns these and after numerous phone calls they tell me they will give me dollars? And of course if you want back the RAM....quess what...you have to pay for the mailing backThis experience feels scammyWell I know in the future to watch my back with their rebate promises
Hello [redacted] We are very sorry for the error that has occurredAt this time we shipping you a fourth memory chip out with Saturday Delivery to bring your RAM up to 16GBsWe have also put in a request to get you a 512GB SSD, which we will receive within daysOnce we get that, the SSD will be shipped to you overnight as wellAs stated over a phone call we will not be able to send you an upgraded graphics cardWe however will be refunding you $for the price difference between the cardsWe will also be providing a refund for the price of shipping $ We are very sorry again for the error and we appreciate all of your time and cooperation!
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 Sincerely, [redacted]
Hello, We are very sorry to hear about your experiencePlease know we would love to speak with you further! A representative will be reaching out to you shortly to work towards a resolution!
Hello *** We are very sorry for the error that has occurredAt this time we shipping you a fourth memory chip out with Saturday Delivery to bring your RAM up to 16GBsWe have also put in a request to get you a 512GB SSD, which we will receive within daysOnce we get that, the SSD will be shipped to you overnight as wellAs stated over a phone call we will not be able to send you an upgraded graphics cardWe however will be refunding you $for the price difference between the cardsWe will also be providing a refund for the price of shipping $We are very sorry again for the error and we appreciate all of your time and cooperation!
Customer's original order for said battery was in July of Battery came with a year manufacture limited warrantyA replacement occurred in July of which resulted in the manufacture sending out a new batteryCustomer contacts us in September of requesting another battery Unfortunately the battery is over a year out of warrantyA discount on a new purchase of 30% was offeredWe are also willing to go up to 50% off a new battery purchase.Regarding the alleged damage to the machine we never received photos from the customer to document the damageWe are concerned the customer continued to use the battery after stating in the review "It was a slow process where the battery in my laptop expanded..."Contact with the manufacture didn't occur until after the alleged damage occurredAgreed upon terms of sale state the manufacture isn't liable for damage or loss from use of products.We are willing to make one final replacement of the battery at no cost outside of the products warranty
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 meThe problem was not with OCWChase bank did not process the refund until todayPlease close this complaint Sincerely, [redacted] ***
Hello [redacted] ,Thank you so much for your review and we are very sorry that you have not seen your refund yetI was able to look into this further and see that a refund was processed to a [redacted] ending in [redacted] on December 4th The amount of the refund was for $The full price of $will not be able to be refunded as the cost of shipping will not be refundedWhen the order was placed online, the incorrect order was purchased and would not be responsible for the shipping charges that were applied when the wrong product was placedWe are very sorry that this happened and we will be more then happy to help you order the correct itemIf you are still unable to see this refund please feel free to contact OWC and we will be happy to provide the Memo that has been applied to your accountThank you for all of your time and let us know if there is anything further we can do to assist you!
1) Our records show that customer [redacted] purchased a computer from us at 7:35PM on Monday November 21, Although our website states that machines ship within hours our systems show her order was shipped the same day the order was placed, and did so with overnight shipping through [redacted] 2) While we are able to dictate to [redacted] the type of shipping the customer has chosen, we do not have control over the actions of the carrierUnfortunately there was a transit delay with Ms [redacted] shipment that resulted in the machine being delivered on Wednesday November 23, Due to this delay [redacted] , the website for Other World Computing, refunded the customer’s overnight shipping in fullThis refund amounted to $3) Our customer service records show that Ms [redacted] did contact us the same day she received the computer and reported performance issues to usShe claimed that the machine wouldn’t boot past the Apple screenShe spoke with one of our customer service representatives and received her Return Merchandise Authorization number, which allowed her to return the machine to us in such a way that we could track the shipment and attribute it to her account4) Our shipping records show that the customer did ship her laptop back on 11/We began processing her return at the start of business on 11/Our internal process mandates that we thoroughly check all returns given to us for completenessThis ensures that no parts were left out of the package, and no parts belonging to the customer were erroneously included in the packageSince the customer complained that the computer was not functioning, this prompted our team to run several diagnostics on the computer to see where the error was occurringAt this time our customer returns team noticed that there was liquid damage to the computerOur internal notes are as follows: SN match, returned complete - liquid damage on the interior- reviewed with EW and RL, consensus is spill is too fresh appears to be soda or juice - build would have been stopped had it happened here, would not have shipped - sending pix to CCSUPS Dj11/30/First, there is an absence of a note on the packagingWhenever our customer returns team receives any package, any damage is noted in the customer notes The absence of such a note here means that there was no damage visible to the packagingSN means serial numberThis is the verification step to ensure that the computer returned was the one sent to the customerThe following note means that the computer was received with all appropriate cables and discsFor evidence of the liquid damage on the interior of the machine, please see the pictures enclosed with this mailingThe following line says that the person processing the machine, in this case [redacted] reviewed the machine with the help of [redacted] *This was done because the spill of liquid in the interior appeared to be fresh, which means that the spill occurred in the last few daysIt was not an old spill that could have been overlooked in the quality control processAdditionally, the spill was food-based, not chemical or water based as might be incurred had the computer or packaging leaked in transitNext, the following line of the internal notes is the most importantIt states that the build-out of the computer during the original quality control process would have been stopped originally and would never have been shipped to a customer if there was evidence of any spill or liquid damage within the machineLiquid damage is too unpredictable and makes a machine non-saleableWhen we sell refurbished computers, the machines undergo a multi-point inspection processIn this way we have notes as to the exact qualities of each machine we shipOur proprietary and confidential process is as follows: The machine receives a grade based on external cosmeticsThat is to say, any scratches or dings on the cover of the machine are logged and ultimately are reflected in the price of the machineMachines with internal flaws are not permitted to be sold The machine goes through a hardware test to ensure it is in working conditionThis means the computer boots up properly, the ports on the computer are functioning, and the base hardware of the computer is all usablea The computer’s hard drive is securely erased, and an OS is installedWe have a machine that writes over all of the data on the hard drive with ones and zeros to replace all of the current data on the computerThis ensures that no machine is sold with existed dataOnce erased, computers have an operating system installed, which also overwrites existing data The external faces of the machine are cleaned so the screen and body are free from any dust or debris Another team member different from the previous team member working with the computer reevaluates the external condition of the machine to confirm the grade provided The machine is physically opened, inspected for damage including liquid, and cleanedUp until this point, the machine has had to be turned off and on several times and each system and port of the machine evaluated for functionalityThis final step is to ensure the operability and performance previously noted will continue for the customerAs mentioned before, any liquid damage has the potential to render a machine non-functioning at any timeAs such, we do not sell machines with any liquid damage present internallyFinally, because our quality control process is checked and rechecked multiple times, the third bullet references our internal procedure for our own notes as a way of further elucidating our process When it says “build would have been stopped here” the notes mean that the inspection, cleaning, and upgrade would have been stopped in the initial quality control process had there been liquid found in the machine initially As such, since the machine would not be able to be shipped with liquid present initially, and since we ship our computers in packaging that guards against any liquid exposure, and additionally since the return package had no damage present, the only place the liquid could have been spilled into the machine is at the customer’s house Given our myriad of checks and rechecks, there was no way for the computer to have originally shipped with liquid damage in it or for the computer to have received such liquid damage during the transportation processPlease see attached photos showing the liquid residue present in the machine5) The Leadership Member referenced by Ms [redacted] as [redacted] did disconnect the call with the Ms***After we informed the customer that we had found she spilled liquid in the computer and that this was not covered by the warranty, Ms [redacted] began verbally abusing our employeeThe customer was requested to stop using profanity directed at the Leadership Member who was assistingBecause the abusive language continued, our processes dictate that the employee should hang up if the customer is unable to stop the abuseMs [redacted] has publicly admitted to using profanity over social media (See Facebook Media Post Attachment)6) Ms [redacted] requests that her laptop either be replaced or refundedThis is not possible, as the damage she did to the computer is not covered by our stated warranty policiesAs proven in section above, the liquid damage to the computer could not have come from anyone but the customerThis type of damage is not covered by our stated warranty policiesOur limited lifetime warranty policy located here: https://eshop[redacted] /Service/warranty/owc-productwarranty_lifetime.cfm states that the “warranty does not apply: (b) to damage caused by accident, abuse, misuse.” This same language is also echoed in the product warranty section on the terms of sale https://eshop[redacted] /service/terms/sale#sSince this damage was caused by a customer accident and is not a defect of workmanship or materials, the customer has violated the warranty terms and may not receive a replacement or refund for this machineIn summation, we have reviewed the records of the transaction and reached out to the customer on multiple occasionsWe have already refunded the expedited shipping paid by the customer since the shipment did not arrive on timeMs [redacted] spilled a substance in her computer and requested warranty serviceWe evaluated the machine and determined that the liquid residue was not present in the machine previously and that we would not be able to offer warranty service on the purchased machineMs [redacted] verbally abused our employee and is now demanding that her machine receive warranty service in addition to being repaid for shipping yet againAt this time we are unable to offer any additional options to Ms***
A full refund for the original purchase amount of $is being provided to the customerThe amount of failures experienced by the customer, while rare, shouldn't have occurredThe adapters we sell our Apple genuine and we stand behind that factFWIW the reviews and feedback for Apple's
MagSafe even from their own site is Stars out of 5: http://www.apple.com/shop/product/MD506LL/A/apple-85w-magsafe-2-power-adapter-fo...⇄ this time we have reached out to the customer for his credit card information so the refund can be provided
This company sells counterfeit chargers and I had asked for my original purchase price of $to be refunded to meI bought a charger from them March and it failed on January 8thI was sent a replacement one under warranty at no charge and this one is also defectiveIt gets very hot, makes a buzzing sound and the light shows it's charged with a green light when its not and does charge my ***The light changes intermittently from green to orange and shows the light immediately after being plugged inThese are many signs that this is a counterfeit charger and not genuine as they claim it to beThey told me different companies manufacture this charger and it's performance may vary due to thisThe company offered me another warranty replacement which I have refusedI took this charger into the *** store last week and they verified this is a counterfeit charger and it does not work properlyThere are other customer reviews on sites like *** and the Revdex.com that have the same type of complaints and a poor rating
Complaint: ***
I
am rejecting this response because: ANY REPUTABLE business will stand by their productThe battery that is LESS THAN ONE YEAR OLD is FAULTYI want 100% replacementI am not interested in paying for a replacement of a replacement of a replacement.
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/01/22) */
We apologize for any inconvenience *** has experienced
Most *** shipments using the method she selected do arrive between 5-days so this is what we advertiseThey do also have mis-sorts or other delays on occasion so in order
to prevent duplicate shipments, etc, we typically wait until it can be assured that the shipment is officially considered lost by the postal service (typically just a few extra days) to offer the option to re-ship or refund
We are showing that the shipment is now showing that it has delivered
In any case we are attempting to get in touch with *** to apologize and go over what options we have if she still has not received the shipment
Thank you for your assistance
Have a great day!
Thanks,
***
The information transmitted in this email is intended only for the person or entity to which it is addressed and may contain CONFIDENTIAL materialIf you receive this material/information in error, please contact the sender and delete or destroy the material/informationReproduction, or other use of this information without the express consent of the sender is prohibited
Initial Consumer Rebuttal /* (3000, 7, 2015/01/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
At the writing of their response, the shipment had not yet been receivedHowever, it now hasUnfortunately, it was only after my complaint made to Revdex.com and my *** *** that OWC became attentive to my issueI suspect that without the intervention of these other regulatory bodies, OWC would have continued to demand affidavits and place other inappropriate conditions on the refund I was owed solely to avoid paying the refundAt this time, I am still highly unsatisfied with their level of customer careWhile I am no longer owed the product, I am considering proceeding with the return based on my level of dissatisfaction with the manner in which this company chooses to do business
Final Business Response /* (4000, 9, 2015/01/27) */
We were able to get in touch with ***
We were able to confirm that the shipment has been receivedWe were also able to explain that the affidavit is simply standard procedure to confirm the shipment has not yet been delivered and that the customer understands that if it arrives we would have to request the duplicate be returned
As a courtesy we offered a 10% discount and upgraded shipping on a future orderAt this time *** has accepted our offer and we consider this matter closed
Thank you for your helpHave a great day!
***
Initial Business Response /* (1000, 8, 2014/08/15) */
The customer was contacted personally by a Call Center Repat Other World ComputingWe sent the customer a power adapter for his device at no costProduct was bought from a Reseller who was not advertising the product properlyWe also
are working with the Reseller to make sure the correct information is being presented on their site
We received confirmation from the customer that he is happy with the way the situation has been resolved
Initial Business Response /* (1000, 5, 2015/04/02) */
Hello ***
Thank you so much for your feedbackWe greatly appreciate the opportunity to hear the voice or our customersI will be more than happy to lend my assistance
I am very sorry that you were told that the software was not a part
of your purchaseThe software is in fact a part of your purchaseI am sorry to hear that you were not able to pull this up and I was having the same problems on my endWhat we will be doing is getting you the software sent overI will be working closely with our team to make sure this gets accomplished
I will be reaching out to you personally so we can be in contactThank you for your feedback and your time! I look forward to resolving this matter
Sincerely,
***
Initial Business Response /* (1000, 5, 2015/03/11) */
Contact Name and Title: ***
Contact Phone: ***
Contact Email: ***
Hello***
I am very sorry that your package has not arrivedI thank you very much for your feedback
Looking into
your order further we were able to find that this package was apart of a pile up due to weatherWe have set up a new order for you as of 03-10-and this will be shipping out*** *** ExpressThis method usually takes right around to business days but can take up to a week
We are very sorry that your package did not arrive in timeIf there is anything else we can do for you please feel free to contact OWC
Sincerely,
***
Complaint: ***
I am rejecting this response because:
I did receive an email from them offering for me to buy yet another batteryI did not respond because, as I stated previously, I will not spend the money just to receive all the hassle again that I have been throughI will be speaking with help regarding emotional distress due to negligent inflictionI have had a relapse because of this, migraines and lack of sleepAll I wanted was a battery that fit and worked in my laptopI've lost school work time as well.
I really can't believe all that they have offered me is free shipping when I BUY another battery! I will attempt one last time to settle this among ourselves before proceeding further.
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/04/02) */
Hello ***
Thank you so much for your feedbackWe greatly appreciate the opportunity to hear the voice or our customersI will be more than happy to lend my assistance
I am very sorry that you were told that the software was not
a part of your purchaseThe software is in fact a part of your purchaseI am sorry to hear that you were not able to pull this up and I was having the same problems on my endWhat we will be doing is getting you the software sent overI will be working closely with our team to make sure this gets accomplished
I will be reaching out to you personally so we can be in contactThank you for your feedback and your time! I look forward to resolving this matter
Sincerely,
***
Initial Business Response /* (1000, 9, 2014/04/02) */
***
Thank you for your order and for inquiring with the Revdex.com
Other World Computing sincerely apologizes for the issues with the product purchasedWe could certainly understand how frustrating this could be and we
are very sorry
At this point, we have already processed the return for full refund with a shipping labelA customer support team lead will be reaching out to you to confirm that this is no longer an inconvenience to you
Your overall customer satisfaction is important to us
Thank you
***
Dear ***,
Thank you so much for your review with usWe are very sorry to hear about experience that you have with your purchase from ***Please know that this type of SSD behavior is not common and we would love to work with you on a resolutionPlease know that
a representative will be reaching out to you shortlyWe are very sorry for any frustration that this has caused youThank you for your time and cooperation
I was very very disappointed when I was "pitched" a fair rebate when I made a large purchaseexcellent condition 2GB RAM for a *** *** So I paid for the mailing to returns these and after numerous phone calls they tell me they will give me dollars? And of course if you want back the RAM....quess what...you have to pay for the mailing backThis experience feels scammyWell I know in the future to watch my back with their rebate promises