Hello [redacted],
background-repeat: initial initial;">Thank you so much for your review and we are very sorry that you have not seen your refund yet. I was able to look into this further and see that a refund was processed to a [redacted] ending in [redacted] on December 4th 2015. The amount of the refund was for $424.00. The full price of $445.20 will not be able to be refunded as the cost of shipping will not be refunded. When 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 placed. We are very sorry that this happened and we will be more then happy to help you order the correct item. If 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 account. Thank you for all of your time and let us know if there is anything further we can do to assist you!
Hello,We are very sorry for any frustration that has been caused in this matter but please know that we have contacted Mr. [redacted] and since not received a response back. In correspondence with Mr. [redacted] on ticket ID[redacted] we were able to speak and go over the authorizations and charge that Mr. [redacted] was seeing on his card. We were able to state: "At this time both authorizations (hold of funds) have been dropped. Those funds should not be available again. If it is not, you may have to call your bank. As for the refund of the original order we have set this up and has been processed. As payment was given by [redacted], OWC has refunded [redacted] who will then refund your account. This can take anywhere from 24-72 hours." This was expressed on November 30th at 03:02 PM CST. We have since confirmed that both authorizations and the charge of $99.78 for the original purchase has been refunded to Mr. [redacted]'s account.
On December 1st at 02:13 PM CST and email was sent to Mr. [redacted] looking to work on a resolution. At this time we have not received any correspondence back. OWC is more than happy to work with Mr. [redacted] and provide the great customer service that we strive to provide. Please know that an email has been sent again today December 9th at 09:34 am looking to work with Mr. [redacted]. We are more than happy to help!
Initial Business Response /* (1000, 5, 2014/07/07) */
Good Morning [redacted],
Thank you for bringing this situation to our attention. Our sincere apologies for the lack of consistent communication. This is not at all typical of OWC support and will be addressed immediately. A...
representative will be following up with you shortly to confirm what our testing has found and what our options are to correct.
Thank you for your considered patience.
Thanks,
[redacted]
Customer Service Supervisor
Other World Computing, Inc.
A division of New Concepts Development Corporation
[redacted]
[redacted]
Sales & Customer Service [redacted]
Fax ([redacted]
Initial Consumer Rebuttal /* (3000, 10, 2014/07/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I disagree with OWC's statement as above, "A successful resolution has been reached." OWC's response has been received but the resolution has yet to be completed. I will be happy to agree once all necessary conditions have been met, including delivery of the replacement unit "in like or better condition", in fully functional condition, return of the broken iPhone 5 originally sent to OWC and receipt of the refund. Best Regards.
Final Business Response /* (1000, 8, 2014/07/08) */
Good Afternoon [redacted],
A successful resolution has been reached. We were unable to confirm if the failure of the iPhone was caused in shipping, due to an underlying issue or due to an error during installation so we are replacing the unit entirely with an identical unit in like or better condition. Our representative will continue to remain in consistent contact to confirm when the replacement is shipped and verify it's successful delivery to you by Thursday, 7/10/14.
At this time we have also processed a full refund for the battery, service and shipping cost incurred on the original purchase.
Again, we apologize for any inconvenience that may have arisen surrounding the failing iPhone and we thank you for giving us the opportunity to correct the situation. We value your business and, as such, your satisfaction is our top priority.
If there is anything else we can do to assist please don't hesitate to ask.
Thanks,
[redacted]
Hello [redacted]
Thank you so much for your review! We greatly appreciate all of your time! Please know that a representative of OWC will be contacting you to assist you in this! We look forward to working with you on a resolution!
Initial Business Response /* (1000, 5, 2015/01/22) */
We apologize for any inconvenience [redacted] has experienced.
Most [redacted] shipments using the method she selected do arrive between 5-7 days so this is what we advertise. They 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 [redacted] 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,
[redacted]
The information transmitted in this email is intended only for the person or entity to which it is addressed and may contain CONFIDENTIAL material. If you receive this material/information in error, please contact the sender and delete or destroy the material/information. Reproduction, 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 received. However, it now has. Unfortunately, it was only after my complaint made to Revdex.com and my [redacted] that OWC became attentive to my issue. I 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 refund. At this time, I am still highly unsatisfied with their level of customer care. While 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 [redacted].
We were able to confirm that the shipment has been received. We 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 order. At this time [redacted] has accepted our offer and we consider this matter closed.
Thank you for your help. Have a great day!
[redacted]
Initial Business Response /* (1000, 5, 2015/06/22) */
Hello [redacted],
Thank you so much for your public review. I am very sorry to hear of any frustration or confusion that has occurred. When ordering this SSD kit from OWC it does state all parts and accessories that come with it. The SSD...
kit includes:
-OWC Aura 6G SSD
-OWC Envoy Pro USB 3.0 bus-powered* storage solution
-Carrying case
-High-quality double-shielded connecting cable:
USB 3.0 (Micro-B to Standard-A)
-Pentalobe compatible driver
-Torx T-5 Screwdriver
I am very sorry for any confusion that the spudger would be included in this kit. We understand that in the video it is shown using the spudger. The tech in the video is using that tool to keep his hands out of the way of the camera view. OWC wants to provide very clear, precise and high quality videos so everything can be seen clearly. If the tool was not used, it would not be as clear what connections are being disconnected. The tool is not needed for the installation.
As a 1 time exception we will be more than happy to do is set up a no cost order for a spudger for you. A representative of OWC will be reaching out to you shortly. Thank you again for your time and review!
Hello [redacted],
background-repeat: initial initial;">Thank you so much for your review and we are very sorry that you have not seen your refund yet. I was able to look into this further and see that a refund was processed to a [redacted] ending in [redacted] on December 4th 2015. The amount of the refund was for $424.00. The full price of $445.20 will not be able to be refunded as the cost of shipping will not be refunded. When 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 placed. We are very sorry that this happened and we will be more then happy to help you order the correct item. If 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 account. Thank you for all of your time and let us know if there is anything further we can do to assist you!
Hello,We are very sorry for any frustration that has been caused in this matter but please know that we have contacted Mr. [redacted] and since not received a response back. In correspondence with Mr. [redacted] on ticket ID[redacted] we were able to speak and go over the authorizations and charge that Mr. [redacted] was seeing on his card. We were able to state: "At this time both authorizations (hold of funds) have been dropped. Those funds should not be available again. If it is not, you may have to call your bank. As for the refund of the original order we have set this up and has been processed. As payment was given by [redacted], OWC has refunded [redacted] who will then refund your account. This can take anywhere from 24-72 hours." This was expressed on November 30th at 03:02 PM CST. We have since confirmed that both authorizations and the charge of $99.78 for the original purchase has been refunded to Mr. [redacted]'s account.
On December 1st at 02:13 PM CST and email was sent to Mr. [redacted] looking to work on a resolution. At this time we have not received any correspondence back. OWC is more than happy to work with Mr. [redacted] and provide the great customer service that we strive to provide. Please know that an email has been sent again today December 9th at 09:34 am looking to work with Mr. [redacted]. We are more than happy to help!
Initial Business Response /* (1000, 5, 2014/07/07) */
Good Morning [redacted],
Thank you for bringing this situation to our attention. Our sincere apologies for the lack of consistent communication. This is not at all typical of OWC support and will be addressed immediately. A...
representative will be following up with you shortly to confirm what our testing has found and what our options are to correct.
Thank you for your considered patience.
Thanks,
[redacted]
Customer Service Supervisor
Other World Computing, Inc.
A division of New Concepts Development Corporation
[redacted]
[redacted]
Sales & Customer Service [redacted]
Fax ([redacted]
Initial Consumer Rebuttal /* (3000, 10, 2014/07/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I disagree with OWC's statement as above, "A successful resolution has been reached." OWC's response has been received but the resolution has yet to be completed. I will be happy to agree once all necessary conditions have been met, including delivery of the replacement unit "in like or better condition", in fully functional condition, return of the broken iPhone 5 originally sent to OWC and receipt of the refund. Best Regards.
Final Business Response /* (1000, 8, 2014/07/08) */
Good Afternoon [redacted],
A successful resolution has been reached. We were unable to confirm if the failure of the iPhone was caused in shipping, due to an underlying issue or due to an error during installation so we are replacing the unit entirely with an identical unit in like or better condition. Our representative will continue to remain in consistent contact to confirm when the replacement is shipped and verify it's successful delivery to you by Thursday, 7/10/14.
At this time we have also processed a full refund for the battery, service and shipping cost incurred on the original purchase.
Again, we apologize for any inconvenience that may have arisen surrounding the failing iPhone and we thank you for giving us the opportunity to correct the situation. We value your business and, as such, your satisfaction is our top priority.
If there is anything else we can do to assist please don't hesitate to ask.
Thanks,
[redacted]
Hello [redacted]
Thank you so much for your review! We greatly appreciate all of your time! Please know that a representative of OWC will be contacting you to assist you in this! We look forward to working with you on a resolution!
Initial Business Response /* (1000, 5, 2015/01/22) */
We apologize for any inconvenience [redacted] has experienced.
Most [redacted] shipments using the method she selected do arrive between 5-7 days so this is what we advertise. They 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 [redacted] 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,
[redacted]
The information transmitted in this email is intended only for the person or entity to which it is addressed and may contain CONFIDENTIAL material. If you receive this material/information in error, please contact the sender and delete or destroy the material/information. Reproduction, 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 received. However, it now has. Unfortunately, it was only after my complaint made to Revdex.com and my [redacted] that OWC became attentive to my issue. I 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 refund. At this time, I am still highly unsatisfied with their level of customer care. While 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 [redacted].
We were able to confirm that the shipment has been received. We 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 order. At this time [redacted] has accepted our offer and we consider this matter closed.
Thank you for your help. Have a great day!
[redacted]
Initial Business Response /* (1000, 5, 2015/06/22) */
Hello [redacted],
Thank you so much for your public review. I am very sorry to hear of any frustration or confusion that has occurred. When ordering this SSD kit from OWC it does state all parts and accessories that come with it. The SSD...
kit includes:
-OWC Aura 6G SSD
-OWC Envoy Pro USB 3.0 bus-powered* storage solution
-Carrying case
-High-quality double-shielded connecting cable:
USB 3.0 (Micro-B to Standard-A)
-Pentalobe compatible driver
-Torx T-5 Screwdriver
I am very sorry for any confusion that the spudger would be included in this kit. We understand that in the video it is shown using the spudger. The tech in the video is using that tool to keep his hands out of the way of the camera view. OWC wants to provide very clear, precise and high quality videos so everything can be seen clearly. If the tool was not used, it would not be as clear what connections are being disconnected. The tool is not needed for the installation.
As a 1 time exception we will be more than happy to do is set up a no cost order for a spudger for you. A representative of OWC will be reaching out to you shortly. Thank you again for your time and review!