Sasser Electrical Services, Inc.

The customer *** ***'s statement is accurate. Unfortunately, the Pottsville Store was a recent acquisition and the Manager and employees are becoming familiar with our Point of Sale systemThey failed to deliver on our company's core values providing an outstanding
customer experience by not reaching out to our District Manger to solve the problem. I reached out to *** and am unable to reach her. I will try again this evening. I have returned the invoice and a check is in the mail today for the full purchase price. The check was mailed as we would need her to visit the store to credit her debit card and she made it clear she did not wish to revisit the store. I will advise her she is welcome to keep the product and go on line to have the product exchanged by *** Box who do provide a one year warranty. If I can be of any further assistance, please feel free to contact me

[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 is satisfactory to me.
Regards,
[redacted]

The issue was created by a flaw in the billing system when the entire purchase is not returned but only one item when a discount coupon is used not  allowing returned item to receive a full refund.Mike used poor judgment by not calling the corporate office and involving me as I would have...

advised Mike to give the customer $10.00 in cash and short the drawer while the back office figured out the problem.Since this has come to my attention the issue will not happen again.  Our folks now know to return the entire invoice and rebill the items not returned giving the customer a full credit.  A check in the amount of $10.00 will be issued Friday January 2, 2015 to [redacted], [redacted]  Mike will be coached and counseled to adhere to The Wireless Experience's mission and values by satisfying the customer 100% of the time and not making up stories when problem he does not know how to correct.  I sincerely apologize to [redacted] for the inexcusable experience.  I know it is a difficult ask but i[redacted] has any wireless needs in the future, she can visit any TWE store and mention my name Bob C[redacted] and the rep will contact me to apply a $50.00 discount to any purchase.  Again I apologize and she may contact me @[redacted] if I can be of any further assistance.

A check  #[redacted] has been mailed today in the amount of $106.00 to [redacted] with my apologies for TWE's employees dropping the ball.  The original Manager, [redacted] had dealings with, is no longer with the company.  The...

Manager should not have guaranteed by date delivery of an Iphone as each Apple launch, phones are on strict allocation caused by demand.   By no means am I condoning the behavior our representative afforded [redacted].  Our representative should have stepped up and taken ownership  resolving his issue in December 2014.  TWE's mission is to deliver a extraordinary customer experience 100% of the time.  As a company, we failed [redacted] miserably.  Again, I apologize to [redacted] for his poor experience and if I can be of any assistance to him in the future please have him feel free to contact me personally.  Bob C[redacted], TWE Director of Sales, [redacted]