Mr*** original unit was returned to him on May 10, 2017. Tracking info -- *** ***.Please let me know if you need additional information.Sincerely,*** ***
Initial Business Response /* (1000, 5, 2015/08/25) */
This letter is in response to the above referenced complaint
We understand the customer's concerns and apologize for any inconveniences he has incurredIn an effort to resolve this matter, Rand McNally reached out to the customer to offer
a refund for the GPS device, and is presently waiting to hear back from them
It should be noted that all of Rand McNally's navigation devices come with the following warning that needs to be accepted by the customer each time the customer turns on the device:
"You assume full risk and responsibility for using this productTraffic and safety laws, road conditions, and street signs always take priority over instructions from the navigation systemUse this product only where it is safe and legal to do soYou must read the warnings and disclaimers included in the product materials before using the productPress ACCEPT to indicate you have read and accept the terms and conditions of use."
In addition, Rand McNally's End User License Agreement includes the following language:
"Pay attention to road conditions and street signs, and obey all traffic and safety lawsTraffic laws and current traffic conditions must always be observed and take precedence over the instructions issued by the TND product navigation systemThe User should be aware of situations where current traffic conditions and the instructions from the navigation system may be in conflictSome states prohibit the use of windshield mounts and may otherwise restrict the usage of navigation and other electronic devices in the vehicleIt is the User's responsibility to ensure compliance with laws and regulationsThe use of the navigation system does not relieve the User of his/her responsibilitiesThe User is ultimately responsible for the vehicle under his/her control and should be aware of the surroundings at all times."
Should the customer accept the refund, we will issue a Return Material Authorization ("RMA") so the customer can return the device to us with his sales receiptThe refund check will be issued in approximately four to six weeks after receipt of the customer's device and receipt
We hope the above information satisfactorily resolves this matter
Very truly yours,
***
Senior Contract Administrator
Initial Consumer Rebuttal /* (3000, 7, 2015/09/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Called Rand McNally on 9/at 9:am and was put on hold for minutes and then was advised that***was not availableCalled back on 9/at 7:am and was on hold for another minutes before we were transferred to*** He indicated he was the supervisor for tech supportHe stated there is a disclaimer that the company is not responsible for any discrepancyI tried to explain to him that I spoke to the head of the public works department of *** who stated the sign has been in place or yearsWe asked why this was not on the system and he kept referring back to he disclaimerHe also gave the analogy that if an individual buys a pair of gym shoes and they have a guarantee that you will not break your ankle, that if an individual breaks his or her ankle while wearing them, the company cannot be held liable because of the so called disclaimerWhen he was asked would this come under advertising, he did not respondHe just kept referring back to the disclaimerHe also stated when asked about a new unit, he would have to find out how much the current unit is at the present timeThis would be equivalent as buying a new car and trading it inYou would not get the full value of itWhen asked how long it would take to get the refund on the unit, he said it would be 4-weeksIn the meantime, we would have to take money out of our pocket which is not available due to the fact we are still trying to catch up from the day suspensionWhen asked how much we would be getting back on the old unit, he stated he would call me back at 3pm that day (9/3)It is now 9/at 8:am, and true Rand McNally fashion, we are sill waiting for that callI checked my caller id from yesterday morning until now, and there are no calls from Rand McNally or*** This is an indicator of the poor service and quality of the products they sell and the lack of standing behind their products
Final Business Response /* (4000, 9, 2015/09/14) */
Rand McNally contacted the customer on the same day (Sept14, 2015) it learned of their additional concerns
Rand McNally tried to assure the customer that it wants to provide a full refund of the purchase price of the device plus tax (in exchange for the unit), and that we were checking our records to determine the sales price of the device when the customer purchased it in During that conversation, the customer requested that Rand McNally send them a new device instead; however, Rand McNally advised the customer that it felt it would be in both parties' best interests if Rand McNally provided the refund to the customer
Rand McNally contacted the customer again on September and confirmed that it wanted to provide a refund, and the customer indicated that she would speak to her spouse and get back to usWe are still waiting to hear back
Please be assured that Rand McNally is trying to resolve this matterIf you should have any questions or need additional information, please feel free to contact me at either ***@randmcnally.com or (XXX) XXX-XXXX
Very truly yours,
***
Senior Contracts Administrator
Our Supervisor spoke with Mr***. Mr*** indicated he wants a functioning unit and not the refund. Our Supervisor and Mr*** have a conference call scheduled for Friday 03/09/regarding the final resolution
Complaint: ***
I am rejecting this response because: I sent all of the packages that
contains all of the equipment from the original GPS and the replacement GPS I included a note with the RMA # and original receipt staple to it The *** tracking *** have a deliver date of 08-31- They should know this as they sent me the return shipping label
Sincerely,
*** ***
In response to *** *** complaint concerning his TNDTablet, we offered to issue Mr*** a refund upon his return of the device and the receipt evidencing the purchaseMr*** was sent a label to return the device along with a copy of the receiptAs of 07/18/17, we have not
received the device and receiptOnce received, we will process his refund
Initial Business Response /* (1000, 5, 2015/06/11) */
This letter is in response to the above referenced case
Rand McNally has made multiple attempts to contact the customer but unfortunately, we have been unsuccessful to dateTherefore, we sent a letter to the customer requesting that he
contact us in an effort to resolve this matter
If we do not hear back from the customer in response to our letter, could the Revdex.com assist us in our efforts in contacting the customer?
If you should have any questions or need additional information, please feel free to contact me at either ***@randmcnally.com or (XXX) XXX-XXXXPlease be assured that we will keep you apprised of the status of this matter while we attempt to contact this customer
Very truly yours,
*** ***
Senior Contracts Administrator
Initial Consumer Rebuttal /* (3000, 7, 2015/06/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My phone number was just changed two days ago so if you have tried multiple times in the past two days then I could see why since today and yesterday you did not get ahold of meMy new number is (XXXX) XXX-XXXX
Final Business Response /* (4000, 9, 2015/06/17) */
Rand McNally spoke with the customer on June 16, and offered to send him a new TNDnavigation unit as a replacement to the existing unitThe customer agreed to accept the new unit which is being processed for shipment at this time
We hope the above information satisfactorily resolves this matter
If you should have any questions or need additional information, please feel free to contact me at either ***@randmcnally.com or (XXX) XXX-XXXXPlease be assured that we will keep you apprised of the status of this matter while we attempt to contact this customer
Very truly yours,
*** ***
Senior Contracts Administrator
A Rand McNally representative spoke with the customer, explained the company's warranty policy, and provided customer with a return label so that the product could be sent back to be inspected. Customer was also advised that if the device could not be repaired, she would receive a replacement...
free of charge.Also, concerning Ms. [redacted] comment that she paid $1000 for the device, to clarify, Rand McNally's TND 80 product generally sells for $499 in retail outlets, although it's possible with special offers, the price could be less. Therefore, if Ms. Bradford paid $1000 for the device, it could not have been purchased from an approved dealer.
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. I shipped the TND 80 on 7/18/17 using the provided return UPS shipping label and now I'm waiting for a full refund to be credited to me
Sincerely,
[redacted]
According to our records, Mr. [redacted] purchased a 730 from us in March 2017. Our support team worked with Mr. [redacted] to correct the connector problem. Unfortunately, the problem was not solved. Regarding Mr. [redacted]’s recent communication with your office, our Technical Support...
Supervisor contacted him on June 7, 2017 and advised him that Rand McNally would refund him the purchase price. Mr. [redacted] was satisfied with the outcome.
We apologize for the late response. We just received complaint for the first time this week.Please let us look into this, and we will have a response early next week. Thank you [redacted]Sr. Contract Specialist
Complaint: [redacted]
I am rejecting this response because: They have no resolved the original issues. They device is still not in compliance as promised. It is not...
certified as promised by them. I requested a full refund of the purchase price and they refuse to issue one. The only thing they resolved was the service plan but the device itself is still rendered useless. They lead me on false pretenses that it would be certified and in compliance and it isn't. I would like them to do what is right and issue the refund. Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: Until I hear from the "Supervisor" with detailed information and a guarantee that I will finally get the refund I can't except their answer because I was promised this months ago.
Sincerely,
[redacted]
Rand McNally's customer service team worked with Mr. [redacted] in an effort to resolve his product issues. Whereas Rand McNally was unable to resolve these issues to Mr[redacted] satisfaction, the company has agreed to provide Mr. [redacted] a full refund for the Rand McNally products he...
purchased.Customer appeared satisfied with this result.
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. We will send them the following Rand McNally TND 760 units: [redacted]. We will need a letter from Rand McNally stating that all 3 of our remaining contracts are terminated, and that we owe Rand McNally nothing.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/06/26) */
Rand McNally spoke with the customer on June 23, 2015 and offered to send him a new RVND7730 as a replacement to the existing unit. The customer agreed to accept the new unit which has been processed for shipment.
We hope the above...
information satisfactorily resolves this matter.
If you should have any questions or need additional information, please feel free to contact me at either [redacted] or [redacted] Please be assured that we will keep you apprised of the status of this matter while we attempt to contact this customer.
Very truly yours,
Monica [redacted]
Senior Contracts Administrator
Initial Business Response /* (1000, 5, 2015/10/09) */
Please be advised that Rand McNally will be issuing the Customer's refund check on Thursday, October 15, 2015. On today's date, I sent the Customer a letter to advise him of the status of this matter.
I hope the above information...
satisfactorily resolves this matter.
If you should have any questions or need additional information, please feel free to contact me at either [redacted]@randmcnally.com or (XXX) XXX-XXXX.
Very truly yours,
[redacted]
Senior Contracts Administrator
Initial Business Response /* (1000, 5, 2015/09/03) */
This letter is in response to the above referenced case.
Rand McNally spoke with the customer on September 2, 2015, and explained that the reason he was put on hold for some time was because we were experiencing some technical problems with...
our phone system on the date he tried to call. We offered our apologies for any inconvenience that caused.
In addition, we discussed the issues the customer was experiencing with his device and determined that the problems were power related. We agreed to send the customer new power cords and a slice charging port, which are being processed for shipment at this time.
We hope the above information satisfactorily resolves this matter.
If you should have any questions or need additional information, please feel free to contact me at either [redacted]@randmcnally.com or (XXX) XXX-XXXX. Please be assured that we will keep you apprised of the status of this matter while we attempt to contact this customer.
Very truly yours,
[redacted]
Senior Contracts Administrator
Initial Consumer Rebuttal /* (3000, 7, 2015/09/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The business contacted me 2 Sept. I was advised they had trouble with their phones the day I called. I wonder. I called numerous times a day for approximately 2 weeks. I also emailed. No response. I was advised I will be sent new charging devices to solve the problem. I have reservations that it will. I was given a phone number to call if I experience any more problems. It is a [redacted] in the right direction if the phone number is good. At this point, I have not received the replacement parts but feel confident they are coming. Thank you for your intervention.
Final Consumer Response /* (2000, 8, 2015/09/09) */
It was determined that the issue can be fixed with the latest firmware fix from our Tech Support group. Our Director of Field Support was going to contact Mr. [redacted] and give the steps he will need to follow. Thanks.
Mr*** original unit was returned to him on May 10, 2017. Tracking info -- *** ***.Please let me know if you need additional information.Sincerely,*** ***
Initial Business Response /* (1000, 5, 2015/08/25) */
This letter is in response to the above referenced complaint
We understand the customer's concerns and apologize for any inconveniences he has incurredIn an effort to resolve this matter, Rand McNally reached out to the customer to offer
a refund for the GPS device, and is presently waiting to hear back from them
It should be noted that all of Rand McNally's navigation devices come with the following warning that needs to be accepted by the customer each time the customer turns on the device:
"You assume full risk and responsibility for using this productTraffic and safety laws, road conditions, and street signs always take priority over instructions from the navigation systemUse this product only where it is safe and legal to do soYou must read the warnings and disclaimers included in the product materials before using the productPress ACCEPT to indicate you have read and accept the terms and conditions of use."
In addition, Rand McNally's End User License Agreement includes the following language:
"Pay attention to road conditions and street signs, and obey all traffic and safety lawsTraffic laws and current traffic conditions must always be observed and take precedence over the instructions issued by the TND product navigation systemThe User should be aware of situations where current traffic conditions and the instructions from the navigation system may be in conflictSome states prohibit the use of windshield mounts and may otherwise restrict the usage of navigation and other electronic devices in the vehicleIt is the User's responsibility to ensure compliance with laws and regulationsThe use of the navigation system does not relieve the User of his/her responsibilitiesThe User is ultimately responsible for the vehicle under his/her control and should be aware of the surroundings at all times."
Should the customer accept the refund, we will issue a Return Material Authorization ("RMA") so the customer can return the device to us with his sales receiptThe refund check will be issued in approximately four to six weeks after receipt of the customer's device and receipt
We hope the above information satisfactorily resolves this matter
Very truly yours,
***
Senior Contract Administrator
Initial Consumer Rebuttal /* (3000, 7, 2015/09/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Called Rand McNally on 9/at 9:am and was put on hold for minutes and then was advised that***was not availableCalled back on 9/at 7:am and was on hold for another minutes before we were transferred to*** He indicated he was the supervisor for tech supportHe stated there is a disclaimer that the company is not responsible for any discrepancyI tried to explain to him that I spoke to the head of the public works department of *** who stated the sign has been in place or yearsWe asked why this was not on the system and he kept referring back to he disclaimerHe also gave the analogy that if an individual buys a pair of gym shoes and they have a guarantee that you will not break your ankle, that if an individual breaks his or her ankle while wearing them, the company cannot be held liable because of the so called disclaimerWhen he was asked would this come under advertising, he did not respondHe just kept referring back to the disclaimerHe also stated when asked about a new unit, he would have to find out how much the current unit is at the present timeThis would be equivalent as buying a new car and trading it inYou would not get the full value of itWhen asked how long it would take to get the refund on the unit, he said it would be 4-weeksIn the meantime, we would have to take money out of our pocket which is not available due to the fact we are still trying to catch up from the day suspensionWhen asked how much we would be getting back on the old unit, he stated he would call me back at 3pm that day (9/3)It is now 9/at 8:am, and true Rand McNally fashion, we are sill waiting for that callI checked my caller id from yesterday morning until now, and there are no calls from Rand McNally or*** This is an indicator of the poor service and quality of the products they sell and the lack of standing behind their products
Final Business Response /* (4000, 9, 2015/09/14) */
Rand McNally contacted the customer on the same day (Sept14, 2015) it learned of their additional concerns
Rand McNally tried to assure the customer that it wants to provide a full refund of the purchase price of the device plus tax (in exchange for the unit), and that we were checking our records to determine the sales price of the device when the customer purchased it in During that conversation, the customer requested that Rand McNally send them a new device instead; however, Rand McNally advised the customer that it felt it would be in both parties' best interests if Rand McNally provided the refund to the customer
Rand McNally contacted the customer again on September and confirmed that it wanted to provide a refund, and the customer indicated that she would speak to her spouse and get back to usWe are still waiting to hear back
Please be assured that Rand McNally is trying to resolve this matterIf you should have any questions or need additional information, please feel free to contact me at either ***@randmcnally.com or (XXX) XXX-XXXX
Very truly yours,
***
Senior Contracts Administrator
*** ***, our supervisor in Richmond will contact *** to resolve the issue. She should hear from *** in the next day or so
Our Supervisor spoke with Mr***. Mr*** indicated he wants a functioning unit and not the refund. Our Supervisor and Mr*** have a conference call scheduled for Friday 03/09/regarding the final resolution
Complaint: ***
I am rejecting this response because: I sent all of the packages that
contains all of the equipment from the original GPS and the replacement GPS I included a note with the RMA # and original receipt staple to it The *** tracking *** have a deliver date of 08-31- They should know this as they sent me the return shipping label
Sincerely,
*** ***
In response to *** *** complaint concerning his TNDTablet, we offered to issue Mr*** a refund upon his return of the device and the receipt evidencing the purchaseMr*** was sent a label to return the device along with a copy of the receiptAs of 07/18/17, we have not
received the device and receiptOnce received, we will process his refund
The case has been resolved A refund was issued
Initial Business Response /* (1000, 5, 2015/06/11) */
This letter is in response to the above referenced case
Rand McNally has made multiple attempts to contact the customer but unfortunately, we have been unsuccessful to dateTherefore, we sent a letter to the customer requesting that he
contact us in an effort to resolve this matter
If we do not hear back from the customer in response to our letter, could the Revdex.com assist us in our efforts in contacting the customer?
If you should have any questions or need additional information, please feel free to contact me at either ***@randmcnally.com or (XXX) XXX-XXXXPlease be assured that we will keep you apprised of the status of this matter while we attempt to contact this customer
Very truly yours,
*** ***
Senior Contracts Administrator
Initial Consumer Rebuttal /* (3000, 7, 2015/06/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My phone number was just changed two days ago so if you have tried multiple times in the past two days then I could see why since today and yesterday you did not get ahold of meMy new number is (XXXX) XXX-XXXX
Final Business Response /* (4000, 9, 2015/06/17) */
Rand McNally spoke with the customer on June 16, and offered to send him a new TNDnavigation unit as a replacement to the existing unitThe customer agreed to accept the new unit which is being processed for shipment at this time
We hope the above information satisfactorily resolves this matter
If you should have any questions or need additional information, please feel free to contact me at either ***@randmcnally.com or (XXX) XXX-XXXXPlease be assured that we will keep you apprised of the status of this matter while we attempt to contact this customer
Very truly yours,
*** ***
Senior Contracts Administrator
A Rand McNally representative spoke with the customer, explained the company's warranty policy, and provided customer with a return label so that the product could be sent back to be inspected. Customer was also advised that if the device could not be repaired, she would receive a replacement...
free of charge.Also, concerning Ms. [redacted] comment that she paid $1000 for the device, to clarify, Rand McNally's TND 80 product generally sells for $499 in retail outlets, although it's possible with special offers, the price could be less. Therefore, if Ms. Bradford paid $1000 for the device, it could not have been purchased from an approved dealer.
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. I shipped the TND 80 on 7/18/17 using the provided return UPS shipping label and now I'm waiting for a full refund to be credited to me
Sincerely,
[redacted]
According to our records, Mr. [redacted] purchased a 730 from us in March 2017. Our support team worked with Mr. [redacted] to correct the connector problem. Unfortunately, the problem was not solved. Regarding Mr. [redacted]’s recent communication with your office, our Technical Support...
Supervisor contacted him on June 7, 2017 and advised him that Rand McNally would refund him the purchase price. Mr. [redacted] was satisfied with the outcome.
We apologize for the late response. We just received complaint for the first time this week.Please let us look into this, and we will have a response early next week. Thank you [redacted]Sr. Contract Specialist
Complaint: [redacted]
I am rejecting this response because: They have no resolved the original issues. They device is still not in compliance as promised. It is not...
certified as promised by them. I requested a full refund of the purchase price and they refuse to issue one. The only thing they resolved was the service plan but the device itself is still rendered useless. They lead me on false pretenses that it would be certified and in compliance and it isn't. I would like them to do what is right and issue the refund. Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: Until I hear from the "Supervisor" with detailed information and a guarantee that I will finally get the refund I can't except their answer because I was promised this months ago.
Sincerely,
[redacted]
Rand McNally's customer service team worked with Mr. [redacted] in an effort to resolve his product issues. Whereas Rand McNally was unable to resolve these issues to Mr[redacted] satisfaction, the company has agreed to provide Mr. [redacted] a full refund for the Rand McNally products he...
purchased.Customer appeared satisfied with this result.
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. We will send them the following Rand McNally TND 760 units: [redacted]. We will need a letter from Rand McNally stating that all 3 of our remaining contracts are terminated, and that we owe Rand McNally nothing.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/06/26) */
Rand McNally spoke with the customer on June 23, 2015 and offered to send him a new RVND7730 as a replacement to the existing unit. The customer agreed to accept the new unit which has been processed for shipment.
We hope the above...
information satisfactorily resolves this matter.
If you should have any questions or need additional information, please feel free to contact me at either [redacted] or [redacted] Please be assured that we will keep you apprised of the status of this matter while we attempt to contact this customer.
Very truly yours,
Monica [redacted]
Senior Contracts Administrator
Initial Business Response /* (1000, 5, 2015/10/09) */
Please be advised that Rand McNally will be issuing the Customer's refund check on Thursday, October 15, 2015. On today's date, I sent the Customer a letter to advise him of the status of this matter.
I hope the above information...
satisfactorily resolves this matter.
If you should have any questions or need additional information, please feel free to contact me at either [redacted]@randmcnally.com or (XXX) XXX-XXXX.
Very truly yours,
[redacted]
Senior Contracts Administrator
Initial Business Response /* (1000, 5, 2015/09/03) */
This letter is in response to the above referenced case.
Rand McNally spoke with the customer on September 2, 2015, and explained that the reason he was put on hold for some time was because we were experiencing some technical problems with...
our phone system on the date he tried to call. We offered our apologies for any inconvenience that caused.
In addition, we discussed the issues the customer was experiencing with his device and determined that the problems were power related. We agreed to send the customer new power cords and a slice charging port, which are being processed for shipment at this time.
We hope the above information satisfactorily resolves this matter.
If you should have any questions or need additional information, please feel free to contact me at either [redacted]@randmcnally.com or (XXX) XXX-XXXX. Please be assured that we will keep you apprised of the status of this matter while we attempt to contact this customer.
Very truly yours,
[redacted]
Senior Contracts Administrator
Initial Consumer Rebuttal /* (3000, 7, 2015/09/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The business contacted me 2 Sept. I was advised they had trouble with their phones the day I called. I wonder. I called numerous times a day for approximately 2 weeks. I also emailed. No response. I was advised I will be sent new charging devices to solve the problem. I have reservations that it will. I was given a phone number to call if I experience any more problems. It is a [redacted] in the right direction if the phone number is good. At this point, I have not received the replacement parts but feel confident they are coming. Thank you for your intervention.
Final Consumer Response /* (2000, 8, 2015/09/09) */
It was determined that the issue can be fixed with the latest firmware fix from our Tech Support group. Our Director of Field Support was going to contact Mr. [redacted] and give the steps he will need to follow. Thanks.