Initial Business Response /* (1000, 5, 2015/07/14) */
This letter is in response to the above referenced case.
According to our records, Rand McNally issued a Return Merchandise Authorization number on May 11, 2015 so the GPS unit could be sent in under Rand McNally's warranty procedures. Rand...
McNally received the customer's unit on May 26, 2015, and sent the customer an acknowledgement that the device was with one of Rand McNally's repair technicians. On June 3, 2015, Rand McNally sent the customer another email indicating that a replacement unit was being sent to them, and provided the customer with the tracking number. On June 17, 2015, the customer contacted Rand McNally via telephone and requested that the device be shipped to a different address. However, at that time, Rand McNally advised the customer that the replacement unit had already been shipped and delivered on June 11, 2015 and that we could no longer re-route the package. On July 2, 2015, the customer contacted Rand McNally again and stated that they did not provide Rand McNally with the address that the device was sent to and they subsequently filed their complaint with your office.
Despite the parties' disagreement over the chain of events, Rand McNally has been trying to contact the customer for the past week in an effort to resolve this issue. However, Rand McNally's attempts have been unsuccessful to date. Rand McNally will continue to make attempts to contact the customer in an effort to resolve this matter to the parties' mutual satisfaction.
We trust 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]
Very truly yours,
[redacted]
There was a mix-up in the processing of Ms. [redacted] refund. She was sent the information/label for a replacement unit not for a refund. Our supervisor will reach out to Ms. [redacted] this week to correct the error and get the refund process going. FYI - the refund process...
Revdex.com Case #: [redacted] Customer: [redacted] Mr. [redacted] extended warranty on the Rand McNally TND 720 unit he purchased expired six months ago. According to our records, our support team only spoke with Mr. [redacted] one time, and that was on October 20, 2015. We...
believe any questions he had regarding his device were resolved over the phone at that time. Regarding Mr. [redacted] recent communication with your office, our Technical Support Supervisor contacted him on May 31, 2017 and advised him that Rand McNally would offer to repair his device at no charge and also provide him with an extended 90-day warranty. Mr. [redacted] was satisfied with the outcome.
Our Technical Support Supervisor contract [redacted] and arranged to replace her unit with a new model - TND740. Unit will ship within the next week. She is happy with the outcome.
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.
Sincerely,
[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.
Sincerely,
[redacted]
[redacted], Supervisor Technical Support will call [redacted] and will explain the process and offer her a full refund for the TND530. The refund process takes 4-6 weeks.
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.
Sincerely,
[redacted]
A customer service representative spoke with Mr. [redacted] conducted a remote session with him and updated his device. The rep explained to Mr. [redacted] how to update the device and explained that the software should be updated regularly for best performance. Mr. [redacted] seemed very pleased with...
the assistance that was provided to him and we believe this matter is resolved.
Return authorization information was provided to customer, the product was returned, and customer received a refund for the product purchased. We believe this matter has been resolved.
Our representative spoke with Mr. [redacted] concerning his complaint. It was explained to Mr. [redacted] that the warranty had expired on the 520 unit he had purchased, and that, as a result, there was nothing that Rand McNally could do for that particular unit. However, as an expression of the company's...
gratitude for Mr. [redacted]'s previous business, Rand McNally offered Mr. [redacted] a special discount of $100 off the purchase of any new Rand McNally GPS device he wished to purchased. Mr. [redacted] was pleased and accepted the offer.
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.
Sincerely,
[redacted]
As of 08/29/17 we have not received the package. [redacted] indicates it will not be delivered until 08/31/17. Upon receipt, we will issue Mr. [redacted] refund.
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.
If I do NOT receive my rebate in 30 days (and given the number of online accounts of Rand-McNally doing this to others, I'll believe it when I see it), I will be re-filing this complaint.
Sincerely,
[redacted]
A company representative contacted the customer, advised him that there was an issue with the device's software, that the issue had been resolved, and that the company would send him a new device. The customer seemed very pleased with the resolution reached with the company representative.
Complaint: [redacted]
I am rejecting this response because: I can understand that they must receive all equipment sold and original sale receipt but their tech support supervisor told me that it can take another six weeks to get my refund check. This complaint is not closed until I receive my refund.
Sincerely,
[redacted]
The customer contacted our support team and we attempted to remedy the problem by fixing his service issues. The request for cancellation came in last month, and we refunded the customer based on the last activity date on the unit.
On 7/27, [redacted] spoke to Mr. [redacted] and has just elected to have his money refunded. He didn't want a new device, he states it's just to difficult for him to connect to certain things and he exhausted his attempts to try to get this properly working and just wants a refund. I advised him to mail me the copy of his receipt with proof of purchase in order for me to process this request. He understood and I gave him the address to Skokie for him to mail it to my attention. We consider this matter closed. Thank you
Initial Business Response /* (1000, 5, 2015/07/14) */
This letter is in response to the above referenced case.
According to our records, Rand McNally issued a Return Merchandise Authorization number on May 11, 2015 so the GPS unit could be sent in under Rand McNally's warranty procedures. Rand...
McNally received the customer's unit on May 26, 2015, and sent the customer an acknowledgement that the device was with one of Rand McNally's repair technicians. On June 3, 2015, Rand McNally sent the customer another email indicating that a replacement unit was being sent to them, and provided the customer with the tracking number. On June 17, 2015, the customer contacted Rand McNally via telephone and requested that the device be shipped to a different address. However, at that time, Rand McNally advised the customer that the replacement unit had already been shipped and delivered on June 11, 2015 and that we could no longer re-route the package. On July 2, 2015, the customer contacted Rand McNally again and stated that they did not provide Rand McNally with the address that the device was sent to and they subsequently filed their complaint with your office.
Despite the parties' disagreement over the chain of events, Rand McNally has been trying to contact the customer for the past week in an effort to resolve this issue. However, Rand McNally's attempts have been unsuccessful to date. Rand McNally will continue to make attempts to contact the customer in an effort to resolve this matter to the parties' mutual satisfaction.
We trust 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]
Very truly yours,
[redacted]
There was a mix-up in the processing of Ms. [redacted] refund. She was sent the information/label for a replacement unit not for a refund. Our supervisor will reach out to Ms. [redacted] this week to correct the error and get the refund process going. FYI - the refund process...
takes 4-6 weeks. - Thanks
Revdex.com Case #: [redacted] Customer: [redacted] Mr. [redacted] extended warranty on the Rand McNally TND 720 unit he purchased expired six months ago. According to our records, our support team only spoke with Mr. [redacted] one time, and that was on October 20, 2015. We...
believe any questions he had regarding his device were resolved over the phone at that time. Regarding Mr. [redacted] recent communication with your office, our Technical Support Supervisor contacted him on May 31, 2017 and advised him that Rand McNally would offer to repair his device at no charge and also provide him with an extended 90-day warranty. Mr. [redacted] was satisfied with the outcome.
Our Technical Support Supervisor contract [redacted] and arranged to replace her unit with a new model - TND740. Unit will ship within the next week. She is happy with the outcome.
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.
Sincerely,
[redacted]
We have authorized our promotions company to issue the $75 rebate to Mr. [redacted]. The rebate will take 2-3 weeks to process.
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.
Sincerely,
[redacted]
[redacted], Supervisor Technical Support will call [redacted] and will explain the process and offer her a full refund for the TND530. The refund process takes 4-6 weeks.
Customer has accepted the refund and is in the process of sending his device to us.Thanks, Bonnie [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.
Sincerely,
[redacted]
A customer service representative spoke with Mr. [redacted] conducted a remote session with him and updated his device. The rep explained to Mr. [redacted] how to update the device and explained that the software should be updated regularly for best performance. Mr. [redacted] seemed very pleased with...
the assistance that was provided to him and we believe this matter is resolved.
Return authorization information was provided to customer, the product was returned, and customer received a refund for the product purchased. We believe this matter has been resolved.
Our representative spoke with Mr. [redacted] concerning his complaint. It was explained to Mr. [redacted] that the warranty had expired on the 520 unit he had purchased, and that, as a result, there was nothing that Rand McNally could do for that particular unit. However, as an expression of the company's...
gratitude for Mr. [redacted]'s previous business, Rand McNally offered Mr. [redacted] a special discount of $100 off the purchase of any new Rand McNally GPS device he wished to purchased. Mr. [redacted] was pleased and accepted the offer.
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.
Sincerely,
[redacted]
As of 08/29/17 we have not received the package. [redacted] indicates it will not be delivered until 08/31/17. Upon receipt, we will issue Mr. [redacted] refund.
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.
If I do NOT receive my rebate in 30 days (and given the number of online accounts of Rand-McNally doing this to others, I'll believe it when I see it), I will be re-filing this complaint.
Sincerely,
[redacted]
A company representative contacted the customer, advised him that there was an issue with the device's software, that the issue had been resolved, and that the company would send him a new device. The customer seemed very pleased with the resolution reached with the company representative.
Complaint: [redacted]
I am rejecting this response because: I can understand that they must receive all equipment sold and original sale receipt but their tech support supervisor told me that it can take another six weeks to get my refund check. This complaint is not closed until I receive my refund.
Sincerely,
[redacted]
The customer contacted our support team and we attempted to remedy the problem by fixing his service issues. The request for cancellation came in last month, and we refunded the customer based on the last activity date on the unit.
On 7/27, [redacted] spoke to Mr. [redacted] and has just elected to have his money refunded. He didn't want a new device, he states it's just to difficult for him to connect to certain things and he exhausted his attempts to try to get this properly working and just wants a refund. I advised him to mail me the copy of his receipt with proof of purchase in order for me to process this request. He understood and I gave him the address to Skokie for him to mail it to my attention. We consider this matter closed. Thank you