Quick Ship Warehouse

*See attached document [redacted] RE: Case ID [redacted] To whom it may concern, We received your notification of a complaint regarding a customer that purchased one of our iPads on a large online selling platformWe followed all of the platform's guidelines regarding this matter, as did the buyerThe case was decided in our favor because, per this selling platform's policy, the item showed it had been delivered according to the tracking information on the order so we can't be held accountable at that point given we have no way of otherwise knowing where the actual item isWe clearly state in our listings that no orders under $require a signature, and this is again per their policy As you well know, there are many cases of fraud every day, and just as there are many laws and policies in place that protect consumers, some policies such as this have to be put in place to protect sellersWe do our very best day in and day out to take care of anything we can for our customers, but there are some scenarios such as this that are simply beyond our reach We're sorry to hear about the dissatisfaction of this customer because we strive for excellence in customer service and will always do whatever we can to helpOur sincerest apologies for not being able to provide a great buying experience this time Best, Sue V [redacted] Operations Manager

We've been in contact with [redacted] regarding this matterThe issue at hand was that he was outside of his year warranty when he returned the item to usWe think a year warranty is more than fair for electronics, and it's what sets us apart from a lot of other sellers, so we're always willing to help within the warranty time frameIn this particular case the customer did contact us within the warranty period, but then waited until he was a month outside the warranty to get back to us about a second replacement, and by that time was well outside his warranty The customer service associates were simply working according to policy and had no intention of doing any wrong by the customerOnce the issue was escalated to management, we did go ahead and make an exception in his case to resolve and sent him a working replacement for his item -- Thank you, Sue V [redacted] I Operations Coordinator

I did not wait until a month after, I waited about a week as I tested the device, which I explained to them numerous times The reason it took "a month" is because they ignored my written request to have the device shipped to my new address and it wound up taking extra weeks to get to me through slow post office forwarding I assumed it was because I had neglected to update my address on ***, but much to my dismay I did that this time around and they STILL sent the second replacement to my old address which is now over a year vacated and the post office will no longer forward packages to me The replacement has been returned to them as of wednesday and they didn't even contact me about it I have been without a tablet for almost months now!!! Worse yet they're already claiming this is the end of my warranty no matter what, so they're free to send me another broken tablet if they choose to This whole situation is an absolute nightmare
Complaint: ***I am rejecting this response because:Sincerely,*** ***

We've been in contact with [redacted] regarding this matter. The issue at hand was that he was outside of his 1 year warranty when he returned the item to us. We think a 1 year warranty is more than fair for electronics, and it's what sets us apart from a lot of other sellers, so we're always...

willing to help within the warranty time frame. In this particular case the customer did contact us within the warranty period, but then waited until he was a month outside the warranty to get back to us about a second replacement, and by that time was well outside his warranty.
The customer service associates were simply working according to policy and had no intention of doing any wrong by the customer. Once the issue was escalated to management, we did go ahead and make an exception in his case to resolve and sent him a working replacement for his item.
--
Thank you, 
 
Sue V[redacted]  I  Operations Coordinator

*See attached document*
RE: Case ID [redacted]
To whom it may concern,
We received your notification of a complaint regarding a customer that purchased one of our iPads on a large online selling platform. We followed all of the platform's guidelines regarding this matter, as did the buyer. The case...

was decided in our favor because, per this selling platform's policy, the item showed it had been delivered according to the tracking information on the order so we can't be held accountable at that point given we have no way of otherwise knowing where the actual item is. We clearly state in our listings that no orders under $750 require a signature, and this is again per their policy.
As you well know, there are many cases of fraud every day, and just as there are many laws and policies in place that protect consumers, some policies such as this have to be put in place to protect sellers. We do our very best day in and day out to take care of anything we can for our customers, but there are some scenarios such as this that are simply beyond our reach.
We're sorry to hear about the dissatisfaction of this customer because we strive for excellence in customer service and will always do whatever we can to help. Our sincerest apologies for not being able to provide a great buying experience this time.
Best,
Sue V[redacted]
Operations Manager