A check # [redacted] has been mailed today in the amount of $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 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]
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 $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 $will be issued Friday January 2, 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 $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 $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 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]
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 $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 $will be issued Friday January 2, 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 $discount to any purchase Again I apologize and she may contact me @ [redacted] if I can be of any further assistance