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Power House Gym Reviews (1)

Initial Business Response /* (1000, 5, 2015/07/02) */
Here is the Elgato Systems response to Revdex.com Complaint case # *** (Ref#XX-XXXXX-XXXXXXXX-X-XXX)
To ensure privacy, the name of the customer in question has been replaced by "the Customer"
Summary - the Elgato Game Capture HD product
comes with the Component Video Adapter cable in the boxMany customers approach Elgato Systems daily to order the Analog Video Adapter - an extra, optional part that is not included in the boxIt appears that the Customer may have wanted to replace the Component Video Adapter cable - perhaps it was lost or damaged - but reason this cable was wanted was never specifically mentioned in any correspondenceThe actual name of the cable that was wanted was never specifically mentioned in any correspondence - see the Case Timeline below for more details
Instead, the order that was generated from our website was for the Analog Video AdapterThis was the same cable that was received by the CustomerThis was the same cable that the Customer stated that she didn't wantElgato Systems Customer Support was confused about what part she did want, and said soThat point was never clarified by the customer - it seems that a photo of the desired part was sent, but it was not receivedThe reason we know that a photo was sent was due to the customer's Revdex.com case summary, but it was not attached to any of her email correspondence to us
This Revdex.com case is asking for a refund for the Analog Video Adapter cable that was orderedElgato Systems Customer Support has a published return (RMA) policy that includes a restocking fee, but the Customer did not want to pay that feeShe wanted a replacement part (of unspecified type) by July 3rd - a date that Elgato Systems Customer Support said may not be possible to achieveShe then requested a full refund, and to not be contacted again about this issue, under threat of legal action
Elgato Systems would like to apologize to the Customer for how the case was handledWe have given her a full refundThe Customer does not have to send the cable back - she can keep it or dispose of it
***
Specific Case Timeline -
Case XXXXXX - Jun 22nd, at 1:43PM - the Customer contacts us via the phoneShe has ordered a product from our online store, and she is inquiring as to the tracking number which is not yet active
Case XXXXXX - Jun 22nd, at 1:45PM - the Customer contacts us via email, with the same inquiryShe mentions a older URL to contact Elgato Support, http://tickets.kb.elgato.com, that hasn't been in use since late The address for the past years has been http://help.elgato.com It appears that she may have received the older address by error, but at this time we're not certain where she acquired it fromThe error was noted, and from now on if any customer tries to go to http://tickets.kb.elgato.com, it will resolve to http://help.elgato.com
In any case, she also states "So, either return my money immediately or correct the errors in the e-mail you sent meIf I do not have a response or this matter is not corrected in 24hrs by 4:pm CST July 23, 2015, I will submit this to the Revdex.com and all other authorities."
Case XXXXXX - Jun 22nd, at 1:52PM - minutes after the Customer's email, Elgato Systems Customer Service contacts her about her orderIt is explained that it takes a few hours for the FedEx tracking number to activate - not until the package is picked up
Case *** (Continued) - Jun 27th, at 5:01PM - days later, the Customer wrote back to indicate that she believed that the cable she purchased and received was incorrectphotos are attached to this messageThe photos include a paper invoice for the "Analog Video Adapter" - this matches the product that was received, and matches what the original order was forAt this point, the Elgato Systems Customer Service agent is confused as to what the customer wants to receive, since they received what was ordered
In the Revdex.com report that was posted on July 30, the Customer indicates that the part they wanted was the "Component Adapter: Replacement part for Game Capture HD"However, she did not mention this specific name in her email correspondence with Elgato Systems Customer SupportInstead, she said:
"The item finally arrived, however, it was NOT what I ordered.I ordered (Order #XXXXXXXXX): "
She included images of the product she ordered, but no images of what part she wanted insteadAccording to her Revdex.com report, she sent us an image of what she wanted, but apparently it was not receivedWe can not find it in here case historyShe neglected to say what part she wanted in words, and thus we were not sure what she wanted
This was the main point of confusion - it was clear that the Customer did not want the Analog Video Adapter, but it wasn't clear what part she wanted from her email messageThis is why Elgato Systems Customer Support responded:
"Based on the images you sent, the device you were shipped is the device orderedThose images are of an analog video adaptor as ordered on sales order #XXXXXXXXXI am not sure what you want."
The Customer expressed that:
"I need to receive the correct item before Friday July 3, E-mail me whatever return info and numbers neededThe return will be at your company's expenseThanksI can be reached at XXX-XXX-XXXX or at this e-mail address."
At this point in the timeline, there is clear confusion as to what the correct replacement part would beUnfortunately, the Elgato System Customer Support agent did not further seek clarification via email or phone - this was an error on the part of Elgato Systems
To continue the case:
Case *** (Continued) - Jun 29th, at 9:03AM
Elgato Systems Customer Support mentioned that we could not guarantee that she would received any replacement part by July 3rdElgato Systems Customer Support also mentioned the usual return policy of a 15% restocking fee for opened productsThe procedure was mentioned - return the unwanted product to Elgato Systems for a refund or exchange, and then the refund or exchange process would start
Case *** (Continued) - Jun 29th, at 5:19PM - the Customer denied that she could have possibly ordered the wrong part - it must have been an error on the part of Elgato SystemsShe said:
"At this point, I have no further interest in doing business with your company and am reporting this matter to the Revdex.comI will not incur a cost in any fashion for errors on your company's partTaking my business elsewhere."
She also said that "I can be reached at the number belowI will send this incorrect item back to your company and your company will refund every dime of my money in an expeditious fashion."
However, in her Revdex.com report, she specifically asked that:
"I want no further contact with this companyWith the exception of the full refund to my bank, any communication from this company will be considered a breach of my privacyI will seek legal action."
Elgato Systems has refunded the $via her credit cardThe Customer does not have to send the cable back - she can keep it or dispose of it
Elgato Systems would like to apologize to the Customer for how the case was handled

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Address: 12001 Shelbyville Road, Louisville, Kentucky, United States, 40223

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