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PIMSS Reviews (2)

The customer placed order [redacted] online on KVMGalore web site on Sunday, Jan. *, 2017. By doing so, the customer accepted our Terms & Conditions (which, among other things, provide information on our shipping policies). The order called for 2nd Day Air shipment. Being that we ship on business...

days only, the assumed expected ship date was Monday, Jan. [redacted], with an expected delivery date (for 2nd day air shipment) of Jan. **. The customer indicated in his complaint that he contacted us on Sunday, Jan. *. Being that our sales office is operational on business days only, it would be impossible for us to answer phone calls on a Sunday. Our sales office uses a highly sophisticated voice-mail system that picks up incoming phone calls in the event of all agents being busy assisting other customers, unable to answer an incoming call. Despite the customer claiming he called 10 times over two days, the customer never left a voice-mail message on our systems. It is impossible for us to return a call if no voice-mail message is left. Said order #[redacted] was scheduled to ship on Monday, Jan. [redacted], with an expected delivery date (for 2nd day air shipment) of Jan. **. The order did not ship on Jan. [redacted] because of an internal technical difficulty. The order shipped the following day, on Jan. **. But, to make sure the customer still receives his order on time, we - on our own initiative - upgraded the shipping service to 'Next Day Air' so that the customer will receive delivery as intended. The order shipped [redacted] Overnight, and indeed was delivered, as initially expected, on Jan. **. As a result, the customer - on his own initiative - changed his original [redacted] review (that echoed the complaint he filed with Revdex.com) to a 5-star rating review that reads: " [redacted] .

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 and the matter has been resolved.
Sincerely,
[redacted]

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