Hi,
We are very sorry you felt as though we had neglected you and your emailWe are in our busiest season and must take emails in the order they comeI have gone to yours and replied with the
following:
Greetings!
Thanks for Emailing us about your issueTo process a return with us please go to:
https://propeltoys.zendesk.com/hc/en-us/requests/new
Fill in the Return Faulty Product form and the process will begin!
Again we apologize for the issue you are facingHappy Flying
Propel Flight Team
However, at this time we have no N Forces to exchange with yours but we will gladly replace yours with a helicopter of equal or greater value Please feel free to email me directly at w***@propelcare.com if you need help in this process so we can get this issue resolvedThanks!
Patrick W***
Hello, thanks for contacting usI show you emailed our support desk yesterday and we have no phone records from youWe follow up with all support desk tickets within hoursPlease email me at ***@propelcare.com for further assistanceThank you.
Propel
Team,
***
Hello ***,
My name is David and I have been tasked with Revdex.com issues for Rooftop BrandsI am part of a new team here at Rooftop Brands that has come on board to help fix and maintain the customer service issues
We understand your frustration with the information that you were providedI would be happy to work with you hand and hand to find a suitable resolution
Bumble orders can take 6-weeks to arrive to customers. The bumble orders are printed in batches of 7,or more, when they are printed customers receive a tracking notice via an automated systemThis is perhaps the reason you were given the information pertaining to it's shipmentDue to the large influx of prints that happen at one time, each and every bumble would have to have the tracking information inputted manually (this can be counter productive)The time that the shipping is actually updated is when the order becomes active within the *** network, which can take time due to only X amount of items being shipped per day
I know this is not a suitable resolution, however I believe having some back story into the reason you were given that information is helpfulPlease let me know how we can find a resolution that will work for you
Sincerely,
David
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
From: *** *** ***
Sent: Saturday, February **, 7:AMTo: drteamSubject: case# ***
Hey Guys,
Thanks so much for your help in this matterPropel has resolved all my
complaints very professionally
Below is the email I sent our customerAs you can see we did respond and he never replied.
Hi ***,
My name is *** *** and I am over Customer Service at *** ** ***.
I
received a complaint from the Revdex.com today concerning your not being able to get a response from usAfter checking our records I can only find one time you contacted us via emailBelow is the record
If you would write me back with at ***@*** with the name of your unit and the issue you have we can resolve this quickly
*** May 11:19 (assign)
What helicopter do you have?
*** May 15:
I checked power output from the charger to the battery and it's good, but the battery has no power?
------------------
Submitted from: ***
Hope to hear from you soon!
Hi,
My name is [redacted] and I am over Customer Service here at [redacted]. I personally am over the phones and have not received a message from the number listed in the complaint, nor is there an email after checking the email listed in...
complaint.
The complainant states that the unit is 5 months old and our warranty is for a 90 day Manufacturer Defect. If the unit has sat for months the battery like all batteries lose the ability to hold a charge, or if the battery has been over charged this is the result.
We do offer just the helicopters themselves at discounted prices to our customers for severe crashes and situations such as this. [redacted] is $19.99 on our website, but as a Flight Club member you will only pay $14.99 + $3.65 S&H. If this seems like something you would like to do please see the attached email below.
You may call me directly at [redacted] and if I do not answer I am on another line, please leave a message and I will call you back as soon as possible.
Sincerely,
[redacted]
Hi,
Thanks for contacting us here at the [redacted]. To purchase parts please go to [redacted] and be sure to register for the Flight Club and order your parts there.
Thanks!
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
sans-serif;">Sent: Tuesday, December 29, 2015 9:22 AMTo: drteamSubject: Re: You have a New Message from Revdex.com Regarding Complaint #[redacted]
Revdex.com:
This letter is to inform you that Rooftop Brands has carried out to my satisfaction the resolution it proposed for my complaint, filed on 2/8/2016 and assigned ID [redacted].
Regards,
Hello, your [redacted] was shipped to [redacted],[redacted] with the [redacted] tracking # [redacted]. Please contact your local [redacted] office regarding your delivery. Thank you.
[redacted]
We apologize for the issue, the agent you spoke to was able to resolve this matter for you. Please see the attachment, as your order has been refunded. Please allow 7-10 business days for this refund to reflect in your credit card account....
Should you have any additional emails, feel free to contact us.
Sincerely,
David
Rooftop Brands CSO
Hello, I spoke with the customer on yesterday and advised her refund will be back in her account within 5-10 business days. We also advised the customer the [redacted] does take 6-8 weeks to be delivered, per the information she already has. Customer complaint has been resolved with us. Thank...
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending...
it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
Regards,
[redacted]
Hello, your account has been deleted from [redacted] as first requested. You will however receive a response due to the ticket you have opened here on the Revdex.com. You are welcomed to contact us regarding this issue via phone, as you requested I will not respond here anymore. Thank you again and we hope to speak to you soon.
Hi,
After checking all requests for issues concerning our products I see nothing from [redacted]. If Ms. [redacted] would please read our warranty card that was in the box and then go to propelrc.com, click on "Support", scroll down and click on the "FAQ's", at the top of the new page...
there is a button that says "Submit a Request", please click the button and fill out the form as best as she can and we will reply with all the information on the 90 Day Manufacturer Defect Warranty. Again, we ask that she read our warranty card first then fill out the form for a replacement.
Thank You!
Sincerely,
Patrick [redacted]
Customer Service Supervisor
Propel RC
Hi,
My name is Patrick [redacted] and I am Customer Service Manager at [redacted].
We regret you feel you have not been taken care of. But after reading your emails it is hard to determine if it is the battery or the helicopter itself. Instead of buying batteries off of...
Amazon and guessing what may be wrong it would be best to return it for a brand new unit. Please see our warranty card placed in each unit sold. below is a copy. If you would like for us to replace your unit please follow the instructions and we will gladly replace your unit with a new one and mail it back to you for free.
I am sending you and RMA (Return Merchandise Authorization) number via our website. If you have any further questions you may email me directly at [redacted].
Sincerely,
P. [redacted]
Limited 90-Day Warranty
Warrants to the original consumer that this product is free from any electrical or mechanical defects for a period of 90 days from the date of purchase. If any such defect is discovered within the warranty period, rooftop friends will repair or replace the unit free of charge upon receipt of the unit, send it prepaid and insured to our warranty center. The warranty covers normal consumer use and does not cover damage that occurs in shipment or failure that results from alterations, accident, misuse, abuse, neglect, wear and tear, in adequate maintenance, commercial use or unreasonable use of the unit. Removal of any parts/components voids all warranties. This warranty does not cover the cost of repairs made or attempted outside by third-party individuals or companies. Any applicable implied warranties, including warranties of merchantability and fitness, are hereby excluded. Some states not allow limitations on the duration of implied warranties and do not allow exclusions of the incidental or consequential damages, so the above limitations and exclusions in these instances may not apply.Repair/ Replace ProductIf your product begins to malfunction or stop working, immediately email our warranty center. If it is determined that a return is necessary, our warranty department will issue you an RMA number/form and the address to the nearest return center for shipping the product too. IMPORTANT NOTICE: We will reject all returns that are not accompanied by an issued RMA number, so make sure to contact our warranty replacement center before attempting to return your product!Preparation For Shipping Your Product
Please repack your product in a durable box, preferably in the original carton. Include the RMA form that was issued by our warranty department along with your daytime telephone number and email address inside the shipping carton. If your warranty has expired and you want an estimated fee for service, you may do so by simply emailing our warranty department and specifying the model and the problem.
Hi,
We are very sorry you had to experience this. We do have a warranty card placed in each box for rare issues such as this. We would gladly replace your [redacted] for you but you will need to go to the link below and fill out the proper form to get the process...
started.
To process a return with us please go to:
https://propeltoys.zendesk.com/hc/en-us/requests/new
Fill in the Return Faulty Product form and the process will begin!
Please mention in the main body of the email you have "[redacted] O.K."
Again we apologize for the issue you are facing.
Patrick W[redacted]
Customer Service Manager
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
[redacted] Sent: Friday, January 06, 2017 3:12 PMTo: drteam <[email protected]>Subject: Roof Top Brands complaintI filed a complaint against Roof Top Brands, #[redacted]. It has been resolved satisfactorily. They shipped me a replacement. Thank you for your 'hand' in this. I am very impressed with your results...Thanks again. Don Hankins
Below is the customers email on 3.9.14 and our response to his request on 3.10.14. I will send a copy to the customer as well. Our RMA process is explained in this email. The pre paid postage is the customers responsibility. We will replace and pay to send the replacement...
out.
[redacted]
[redacted] Mar 10 09:23 (assign)
Greetings!
Thanks for Emailing us about your issue.
To process a return with us please go to:
[redacted]
Fill in the Return Faulty Product form and the process will begin!
Again we apologize for the issue you are facing.
Happy Flying
[redacted]
Propel Flight Team
[redacted]
Hi,
My son received one of these toys yesterday for a birthday gift and the top rotor stopped spinning. Since the UFO would only go about 1-2” above the surface it was on, it was always used on carpet. Can I please RMA for a new one? Your warranty says send pre-paid, you are just meaning not C.O.D. vs return postage.
Thank you
[redacted]
[redacted]
[redacted]
[redacted]
Hello, thanks for contacting us. I do apologize no one has gotten back in contact with you as of now. I am showing when you emailed the support desk, we were out observing the previous holidays. We have several emails that we are currently getting through. Please note the bumble takes 6-8 weeks to...
be delivered. We are shipping out [redacted] daily due to being so high in demand. Your [redacted] will ship from our facility today. Your [redacted] tracking # is [redacted]. Thank you for your continued patience with us. Propel Team, [redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
Thank you very much
Hi,
We are very sorry you felt as though we had neglected you and your emailWe are in our busiest season and must take emails in the order they comeI have gone to yours and replied with the
following:
Greetings!
Thanks for Emailing us about your issueTo process a return with us please go to:
https://propeltoys.zendesk.com/hc/en-us/requests/new
Fill in the Return Faulty Product form and the process will begin!
Again we apologize for the issue you are facingHappy Flying
Propel Flight Team
However, at this time we have no N Forces to exchange with yours but we will gladly replace yours with a helicopter of equal or greater value Please feel free to email me directly at w***@propelcare.com if you need help in this process so we can get this issue resolvedThanks!
Patrick W***
Hello, thanks for contacting usI show you emailed our support desk yesterday and we have no phone records from youWe follow up with all support desk tickets within hoursPlease email me at ***@propelcare.com for further assistanceThank you.
Propel
Team,
***
Hello ***,
My name is David and I have been tasked with Revdex.com issues for Rooftop BrandsI am part of a new team here at Rooftop Brands that has come on board to help fix and maintain the customer service issues
We understand your frustration with the information that you were providedI would be happy to work with you hand and hand to find a suitable resolution
Bumble orders can take 6-weeks to arrive to customers. The bumble orders are printed in batches of 7,or more, when they are printed customers receive a tracking notice via an automated systemThis is perhaps the reason you were given the information pertaining to it's shipmentDue to the large influx of prints that happen at one time, each and every bumble would have to have the tracking information inputted manually (this can be counter productive)The time that the shipping is actually updated is when the order becomes active within the *** network, which can take time due to only X amount of items being shipped per day
I know this is not a suitable resolution, however I believe having some back story into the reason you were given that information is helpfulPlease let me know how we can find a resolution that will work for you
Sincerely,
David
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
From: *** *** ***
Sent: Saturday, February **, 7:AMTo: drteamSubject: case# ***
Hey Guys,
Thanks so much for your help in this matterPropel has resolved all my
complaints very professionally
Below is the email I sent our customerAs you can see we did respond and he never replied.
Hi ***,
My name is *** *** and I am over Customer Service at *** ** ***.
I
received a complaint from the Revdex.com today concerning your not being able to get a response from usAfter checking our records I can only find one time you contacted us via emailBelow is the record
If you would write me back with at ***@*** with the name of your unit and the issue you have we can resolve this quickly
*** May 11:19 (assign)
What helicopter do you have?
*** May 15:
I checked power output from the charger to the battery and it's good, but the battery has no power?
------------------
Submitted from: ***
Hope to hear from you soon!
Hi,
My name is [redacted] and I am over Customer Service here at [redacted]. I personally am over the phones and have not received a message from the number listed in the complaint, nor is there an email after checking the email listed in...
complaint.
The complainant states that the unit is 5 months old and our warranty is for a 90 day Manufacturer Defect. If the unit has sat for months the battery like all batteries lose the ability to hold a charge, or if the battery has been over charged this is the result.
We do offer just the helicopters themselves at discounted prices to our customers for severe crashes and situations such as this. [redacted] is $19.99 on our website, but as a Flight Club member you will only pay $14.99 + $3.65 S&H. If this seems like something you would like to do please see the attached email below.
You may call me directly at [redacted] and if I do not answer I am on another line, please leave a message and I will call you back as soon as possible.
Sincerely,
[redacted]
Hi,
Thanks for contacting us here at the [redacted]. To purchase parts please go to [redacted] and be sure to register for the Flight Club and order your parts there.
Thanks!
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
sans-serif;">Sent: Tuesday, December 29, 2015 9:22 AMTo: drteamSubject: Re: You have a New Message from Revdex.com Regarding Complaint #[redacted]
I think they gave me the wrong email.
Regards,
Revdex.com:
This letter is to inform you that Rooftop Brands has carried out to my satisfaction the resolution it proposed for my complaint, filed on 2/8/2016 and assigned ID [redacted].
Regards,
Hello, your [redacted] was shipped to [redacted],[redacted] with the [redacted] tracking # [redacted]. Please contact your local [redacted] office regarding your delivery. Thank you.
[redacted]
We apologize for the issue, the agent you spoke to was able to resolve this matter for you. Please see the attachment, as your order has been refunded. Please allow 7-10 business days for this refund to reflect in your credit card account....
Should you have any additional emails, feel free to contact us.
Sincerely,
David
Rooftop Brands CSO
Hello, I spoke with the customer on yesterday and advised her refund will be back in her account within 5-10 business days. We also advised the customer the [redacted] does take 6-8 weeks to be delivered, per the information she already has. Customer complaint has been resolved with us. Thank...
you.
Propel Team,
M[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending...
it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
Regards,
[redacted]
Hello, your account has been deleted from [redacted] as first requested. You will however receive a response due to the ticket you have opened here on the Revdex.com. You are welcomed to contact us regarding this issue via phone, as you requested I will not respond here anymore. Thank you again and we hope to speak to you soon.
Hi,
After checking all requests for issues concerning our products I see nothing from [redacted]. If Ms. [redacted] would please read our warranty card that was in the box and then go to propelrc.com, click on "Support", scroll down and click on the "FAQ's", at the top of the new page...
there is a button that says "Submit a Request", please click the button and fill out the form as best as she can and we will reply with all the information on the 90 Day Manufacturer Defect Warranty. Again, we ask that she read our warranty card first then fill out the form for a replacement.
Thank You!
Sincerely,
Patrick [redacted]
Customer Service Supervisor
Propel RC
Hi,
My name is Patrick [redacted] and I am Customer Service Manager at [redacted].
We regret you feel you have not been taken care of. But after reading your emails it is hard to determine if it is the battery or the helicopter itself. Instead of buying batteries off of...
Amazon and guessing what may be wrong it would be best to return it for a brand new unit. Please see our warranty card placed in each unit sold. below is a copy. If you would like for us to replace your unit please follow the instructions and we will gladly replace your unit with a new one and mail it back to you for free.
I am sending you and RMA (Return Merchandise Authorization) number via our website. If you have any further questions you may email me directly at [redacted].
Sincerely,
P. [redacted]
Limited 90-Day Warranty
Warrants to the original consumer that this product is free from any electrical or mechanical defects for a period of 90 days from the date of purchase. If any such defect is discovered within the warranty period, rooftop friends will repair or replace the unit free of charge upon receipt of the unit, send it prepaid and insured to our warranty center. The warranty covers normal consumer use and does not cover damage that occurs in shipment or failure that results from alterations, accident, misuse, abuse, neglect, wear and tear, in adequate maintenance, commercial use or unreasonable use of the unit. Removal of any parts/components voids all warranties. This warranty does not cover the cost of repairs made or attempted outside by third-party individuals or companies. Any applicable implied warranties, including warranties of merchantability and fitness, are hereby excluded. Some states not allow limitations on the duration of implied warranties and do not allow exclusions of the incidental or consequential damages, so the above limitations and exclusions in these instances may not apply.Repair/ Replace ProductIf your product begins to malfunction or stop working, immediately email our warranty center. If it is determined that a return is necessary, our warranty department will issue you an RMA number/form and the address to the nearest return center for shipping the product too. IMPORTANT NOTICE: We will reject all returns that are not accompanied by an issued RMA number, so make sure to contact our warranty replacement center before attempting to return your product!Preparation For Shipping Your Product
Please repack your product in a durable box, preferably in the original carton. Include the RMA form that was issued by our warranty department along with your daytime telephone number and email address inside the shipping carton. If your warranty has expired and you want an estimated fee for service, you may do so by simply emailing our warranty department and specifying the model and the problem.
Hi,
We are very sorry you had to experience this. We do have a warranty card placed in each box for rare issues such as this. We would gladly replace your [redacted] for you but you will need to go to the link below and fill out the proper form to get the process...
started.
To process a return with us please go to:
https://propeltoys.zendesk.com/hc/en-us/requests/new
Fill in the Return Faulty Product form and the process will begin!
Please mention in the main body of the email you have "[redacted] O.K."
Again we apologize for the issue you are facing.
Patrick W[redacted]
Customer Service Manager
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
[redacted] Sent: Friday, January 06, 2017 3:12 PMTo: drteam <[email protected]>Subject: Roof Top Brands complaintI filed a complaint against Roof Top Brands, #[redacted]. It has been resolved satisfactorily. They shipped me a replacement. Thank you for your 'hand' in this. I am very impressed with your results...Thanks again. Don Hankins
Below is the customers email on 3.9.14 and our response to his request on 3.10.14. I will send a copy to the customer as well. Our RMA process is explained in this email. The pre paid postage is the customers responsibility. We will replace and pay to send the replacement...
out.
[redacted]
[redacted] Mar 10 09:23 (assign)
Greetings!
Thanks for Emailing us about your issue.
To process a return with us please go to:
[redacted]
Fill in the Return Faulty Product form and the process will begin!
Again we apologize for the issue you are facing.
Happy Flying
[redacted]
Propel Flight Team
[redacted]
Hi,
My son received one of these toys yesterday for a birthday gift and the top rotor stopped spinning. Since the UFO would only go about 1-2” above the surface it was on, it was always used on carpet. Can I please RMA for a new one? Your warranty says send pre-paid, you are just meaning not C.O.D. vs return postage.
Thank you
[redacted]
[redacted]
[redacted]
[redacted]
Hello, thanks for contacting us. I do apologize no one has gotten back in contact with you as of now. I am showing when you emailed the support desk, we were out observing the previous holidays. We have several emails that we are currently getting through. Please note the bumble takes 6-8 weeks to...
be delivered. We are shipping out [redacted] daily due to being so high in demand. Your [redacted] will ship from our facility today. Your [redacted] tracking # is [redacted]. Thank you for your continued patience with us. Propel Team, [redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
Thank you very much