To whom it may concern, Thank you for your time and attention to this case. 1. After we received the complaint, we checked our customer support email system and unfortunately did not find any email record from [redacted] so far. There might be a technical system problem with online email system. We are hiring local tech support to check the email system at this moment and try to fix the possible problem. 2. Since we received the BBB mail on Friday October 24, 2014. We did all the following things to help [redacted] : 1) We respond BBB and [redacted] via email right away when we received BBB's letter, explained the situation and apologized for the inconvenience caused. 2) We contacted [redacted] three times via the phone number on file on Friday and this Monday, unfortunately no one pick up the phone, and no call back received so far, related phone call record is available upon request. 3) We immediately shipped the replacement via *** priority mail service, and provide customer package tracking number, see attachment. 4) We provide client an extra FREE camera grip to express our sincerely apology along with the 11" friction arm (replacement) as client requested. 3. Photography and Cinema Inc. is a small family own business, and we appreciate business from our dear customers. We are striving our best to serve all clients well and make them satisfied with our products and service, we hope [redacted] can be satisfied with what we did after compliant filed. Look forward to further update from you, thanks. Thank you
To whom it may concern, Thank you for your time and attention to this case. 1. After we received the complaint, we checked our customer support email system and unfortunately did not find any email record from [redacted] so far. There might be a technical system problem with online email system. We are hiring local tech support to check the email system at this moment and try to fix the possible problem. 2. Since we received the BBB mail on Friday October 24, 2014. We did all the following things to help [redacted] : 1) We respond BBB and [redacted] via email right away when we received BBB's letter, explained the situation and apologized for the inconvenience caused. 2) We contacted [redacted] three times via the phone number on file on Friday and this Monday, unfortunately no one pick up the phone, and no call back received so far, related phone call record is available upon request. 3) We immediately shipped the replacement via *** priority mail service, and provide customer package tracking number, see attachment. 4) We provide client an extra FREE camera grip to express our sincerely apology along with the 11" friction arm (replacement) as client requested. 3. Photography and Cinema Inc. is a small family own business, and we appreciate business from our dear customers. We are striving our best to serve all clients well and make them satisfied with our products and service, we hope [redacted] can be satisfied with what we did after compliant filed. Look forward to further update from you, thanks. Thank you