SecurityMan

Initial Business Response / [redacted] (1000, 5, 2015/06/25) */ Contact Name and Title: [redacted] Project Manager Contact Phone: XXXXXXXXXX ext [redacted] Contact Email: [redacted] @securitymaninc.com Re: Case#XXXXXXXX After receiving this notice through the mail from Revdex.com in relation to our valued customer complaint, I have attempted to reach out to our valued customer for a solution times in two daysEach time I called there was no one there to answer the phone callsI had left behind detail messages and a telephone number for our customer to call back onThe first called was on 06/22/at 3pm (left a voice message), on 06/22/at 6pm (left a second voice message), and 06/23/at 1pm no one picked upI still have not heard from our customer as of 06/25/ The first email sent by our customer to our customer support team was recorded on Sunday, May 24th at 00:24:(our office is closed on the weekend) followed by a second email recorded on Tuesday, May 26th at 8:05pmOur support representative responded to our customer second email the following day on Wednesday, May 27th at 9:36am in the early morningFrom here we never receive any response from our valued customer until the 3rd email sent from our customer which was recorded on Sunday (again our office is closed on the weekend), June 07, at 4:56pmOur support team responded the very next day to the 3rd email on Monday, June 08th at 10:19am in the early morningUp until now, after having read Revdex.com letter we've learned that our valued customer may not receive both of our responsesNevertheless, we have responded to the 2nd and 3rd emails hoping to resolve the customer's issue I sincerely and personally like to apologize for our ever aging phone system which may have caused the miscommunication between our customer and SecurityMan on the several calls made by our valued customer Our solution plan is to strengthen our email filtration procedures by assigning specific personal responsible for an email to do follow ups after each response to ensure customers satisfactionI will monitor on a day to day base to make sure our support team follow up thereafterHowever, in this case our customer did not include alternative contact information or phone number on the emailsIn addition, customer may also check their "Spam" mail box in their email client because our response may have been filtered and categorized as spam email We have changed our company answering machine to be in synced with the current time and date on our phone system and have redirected incoming calls to be forwarded to another extension when in case our reception is out or away from his/her desk to avoid miss callsWe are also looking forward to upgrading our phone system 4~months from now when our current contract is over At this time I encourage our valued customer to please respond to our voice messagesAt SecurityMan, we treat and respect each and every one of our customer alike with sincerity and gratitudeI look forward to talking to our customer soon and resolve this exchange as soon as possible Thank you! Sincerely, [redacted] Project & Techsupport Manager

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI don't agree with conditions of the acceptance but the matter is closedWith the new products l have no warranty or tech supportWhich the product for any other person year warranty

Dear Valued Customer, The camera system was purchased on 10/22/2014, our customer had called us for the first time for warranty service on 10/22/and a replacement of camera was made (within year of manufacture warranty policy), a second called from our valued customer was on 03/06/of this year for warranty service in which our returns department turned down based on our warranty policy guideline From the date of purchase on 10/22/to the time of the 2nd called on 03/06/is roughly years and months later asking for warranty service SecurityMan Inc warranty product from defects in material and workmanship for a period of one year from the date of original purchase in which our valued customer has exceeded year and months Since SecurityMan have our own retailer and distribution channels, we do not sell directly to end consumer There were no purchasing transactions between our valued customer and SecurityMan, therefore we cannot offer refund On 03/17/at 4:45PM I had a nice conversation with our valued customer and we quickly agreed to a settlement Since refund is not an option and the system is over year of manufacturer warranty, we will exchange cameras for our valued customer as a token of our appreciation under the following conditions: 1) One week of extended manufacturer warranty on 2x SM-816DT cameras will be granted to our valued customer to make sure everything works on arrival 2)Our valued customer will not make further claim, report, or complaint in the future in regards to this case and out of warranty camera system 3)This is a close deal Please acknowledge to the conditions above After customer's acknowledgment, we will send replacement cameras to our valued customer as promised It was my pleasure talking to you and thank you for choosing SecurityMan Sincerely, [redacted] Product Manager SecurityMan Inc / [redacted] Style Definitions */

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] 9, and find that this resolution is satisfactory to me

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI don't agree with conditions of the acceptance but the matter is closedWith the new products l have no warranty or tech supportWhich the product for any other person year warranty

Dear Valued Customer,Called customer on 11/14/at 4:30PM and was told to call back the next day. On 11/15/at roughly 12:35PM I had a nice conversation with our valued customer and quickly agreed to a settlement. Since refund was not an option and unit is over year manufacturer
warranty, we will provide our valued customer our hot selling CARCAM-SDEII model (A-stock) free of charge with the following conditions:1) One week of extended manufacturer warranty on CARCAM-SDEII will be granted to our valued customer to make sure everything works on arrival2) Our valued customer will not make further claim, report, or complaint in the future in regards to this case3) This is a close deal.Please acknowledge to the conditions above per our phone conversation on the afternoon of November 15th, 2016. After customer's acknowledgement we will send a new CARCAM-SDEII dash cam to our valued customer as promised.It was my pleasure talking to you and thank you for choosing SecurityMan.Sincerely,*** **Product ManagerSecurityMan Inc

Dear Valued Customer,Called customer on 11/14/at 4:30PM and was told to call back the next day. On 11/15/at roughly 12:35PM I had a nice conversation with our valued customer and quickly agreed to a settlement. Since refund was not an option and unit is over year manufacturer
warranty, we will provide our valued customer our hot selling CARCAM-SDEII model (A-stock) free of charge with the following conditions:1) One week of extended manufacturer warranty on CARCAM-SDEII will be granted to our valued customer to make sure everything works on arrival2) Our valued customer will not make further claim, report, or complaint in the future in regards to this case3) This is a close deal.Please acknowledge to the conditions above per our phone conversation on the afternoon of November 15th, 2016. After customer's acknowledgement we will send a new CARCAM-SDEII dash cam to our valued customer as promised.It was my pleasure talking to you and thank you for choosing SecurityMan.Sincerely,*** **Product ManagerSecurityMan Inc

Dear Valued Customer,
The camera system
was
purchased on 10/22/2014, our customer had called us for the first time for
warranty service on 10/22/and a replacement of camera was made (within
year of manufacture warranty policy), a second called from our valued customer
was on 03/06/of this year for warranty service in which our returns
department turned down based on our warranty policy guideline. From the date of purchase on 10/22/to
the time of the 2nd called on 03/06/is roughly years and months later
asking for warranty service
SecurityMan Inc
warranty product from defects in material and workmanship for a period of one
year from the date of original purchase in which our valued customer has
exceeded year and months.
Since SecurityMan have
our own retailer and distribution channels, we do not sell directly to end consumer. There were no purchasing transactions between
our valued customer and SecurityMan, therefore we cannot offer refund.
On 03/17/at 4:45PM
I had a nice conversation with our valued customer and we quickly agreed to a settlement. Since refund is not an option and the system
is over year of manufacturer warranty, we will exchange cameras for our
valued customer as a token of our appreciation under the following conditions:
1) One week of extended
manufacturer warranty on 2x SM-816DT cameras will be granted to our valued
customer to make sure everything works on arrival
2)Our valued customer
will not make further claim, report, or complaint in the future in regards to
this case and out of warranty camera system
3)This is a close deal
Please acknowledge to
the conditions above. After customer's
acknowledgment, we will send replacement cameras to our valued
customer as promised
It was my pleasure
talking to you and thank you for choosing SecurityMan. Sincerely,*** *** **
Product Manager
SecurityMan Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 1***9, and find that this resolution is satisfactory to me

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 don't agree with conditions of the acceptance but the matter is closed. With the new products l have no warranty or tech support. Which the product for any other person 1 year warranty.

Dear Valued Customer,
The camera system
was
purchased on 10/22/2014, our customer had called us for the first time for
warranty service on 10/22/and a replacement of camera was made (within
year of manufacture warranty policy), a second called from our valued customer
was on 03/06/of this year for warranty service in which our returns
department turned down based on our warranty policy guideline. From the date of purchase on 10/22/to
the time of the 2nd called on 03/06/is roughly years and months later
asking for warranty service
SecurityMan Inc
warranty product from defects in material and workmanship for a period of one
year from the date of original purchase in which our valued customer has
exceeded year and months.
Since SecurityMan have
our own retailer and distribution channels, we do not sell directly to end consumer. There were no purchasing transactions between
our valued customer and SecurityMan, therefore we cannot offer refund.
On 03/17/at 4:45PM
I had a nice conversation with our valued customer and we quickly agreed to a settlement. Since refund is not an option and the system
is over year of manufacturer warranty, we will exchange cameras for our
valued customer as a token of our appreciation under the following conditions:
1) One week of extended
manufacturer warranty on 2x SM-816DT cameras will be granted to our valued
customer to make sure everything works on arrival
2)Our valued customer
will not make further claim, report, or complaint in the future in regards to
this case and out of warranty camera system
3)This is a close deal
Please acknowledge to
the conditions above. After customer's
acknowledgment, we will send replacement cameras to our valued
customer as promised
It was my pleasure
talking to you and thank you for choosing SecurityMan. Sincerely,[redacted]
Product Manager
SecurityMan Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 1[redacted]9, and find that this resolution is satisfactory to me.

Initial Business Response /* (1000, 5, 2015/06/25) */
Contact Name and Title: [redacted] Project Manager
Contact Phone: XXXXXXXXXX ext [redacted]
Contact Email: [redacted]@securitymaninc.com
Re: Case#XXXXXXXX
After receiving this notice through the mail from Revdex.com in relation to our valued customer...

complaint, I have attempted to reach out to our valued customer for a solution 3 times in two days. Each time I called there was no one there to answer the phone calls. I had left behind 2 detail messages and a telephone number for our customer to call back on. The first called was on 06/22/2015 at 3pm (left a voice message), on 06/22/2015 at 6pm (left a second voice message), and 06/23/2015 at 1pm no one picked up. I still have not heard from our customer as of 06/25/2015.
The first email sent by our customer to our customer support team was recorded on Sunday, May 24th 2015 at 00:24:45 (our office is closed on the weekend) followed by a second email recorded on Tuesday, May 26th 2015 at 8:05pm. Our support representative responded to our customer second email the following day on Wednesday, May 27th 2015 at 9:36am in the early morning. From here we never receive any response from our valued customer until the 3rd email sent from our customer which was recorded on Sunday (again our office is closed on the weekend), June 07, 2015 at 4:56pm. Our support team responded the very next day to the 3rd email on Monday, June 08th 2015 at 10:19am in the early morning. Up until now, after having read Revdex.com letter we've learned that our valued customer may not receive both of our responses. Nevertheless, we have responded to the 2nd and 3rd emails hoping to resolve the customer's issue.
I sincerely and personally like to apologize for our ever aging phone system which may have caused the miscommunication between our customer and SecurityMan on the several calls made by our valued customer.
Our solution plan is to strengthen our email filtration procedures by assigning specific personal responsible for an email to do follow ups after each response to ensure customers satisfaction. I will monitor on a day to day base to make sure our support team follow up thereafter. However, in this case our customer did not include alternative contact information or phone number on the emails. In addition, customer may also check their "Spam" mail box in their email client because our response may have been filtered and categorized as spam email.

We have changed our company answering machine to be in synced with the current time and date on our phone system and have redirected incoming calls to be forwarded to another extension when in case our reception is out or away from his/her desk to avoid miss calls. We are also looking forward to upgrading our phone system 4~5 months from now when our current contract is over.
At this time I encourage our valued customer to please respond to our voice messages. At SecurityMan, we treat and respect each and every one of our customer alike with sincerity and gratitude. I look forward to talking to our customer soon and resolve this exchange as soon as possible.
Thank you!
Sincerely,
[redacted]
Project & Techsupport Manager