Sephardic Multi Service Senior Citizens Center

Initial Business Response / [redacted] (1000, 6, 2015/10/14) */ I have requested that our Technical Support Supervisor make contact with this customer todayWe left several messages for her to contact us and we were eventually successful in making contactThe customer wants to have units of KeyFolio product replaced but she stated that she no longer has much confidence in these productsWe suggested a newer product which incorporated several improvements but the customer stated that she wanted to have a chance to evaluate this different product before committing to have all units replaced with this newer productWe have arranged to ship her units of KeyFolio Thin Xfor evaluation at her schoolShe will try these units out and if they are acceptable with her then we will ship the remaining units of this product to herWe asked that she notify us within one week's time of her findings so that we could move forward with resolving this issue and she stated that she would contact us after several days of test usageThis is the best alternative product for this customer but at this point we will wait to hear the results of her findings before taking any further actions Thank you [redacted] Kensington Computer Products Group Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/10/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Most of the above is correct, but I did answer their FIRST callI was told that they wanted to check some things and would call me backI gave them a different number and requested that they use it and leave me a detailed message if they did not reach meWe are a school, I am not sitting around waiting for a call that I have already spent hours upon hours onThey did call that number and left a message which I would have gotten back to them about as soon as I was ableThey continued to call the other number which was not the one I requested Regardless, we did finally connect later in the day and they told me of their plan to replace I am pleased with the offer, but can not in good conscience accept this product sight unseen which is why I requested the trial I hope that these new cases will be acceptable to the teachers and students so that we can accept themI do also need to find out what kind of warranty the new keyboards come with I am also hoping that I will still be receiving the new "older" versions of keyboards that I have been told are on their way and they stylus because these are unrelated to the issues with the above I will feel that this case can be closed once we receive the new keyboard cases after our preview and testing Thank you, [redacted] Final Business Response / [redacted] (4000, 10, 2015/10/20) */ The warranty period on the trail KeyFolio products sent to the customer is one year With regards to the other issues raised in the response, the replacement keyboards and stylus have been shipped to the customerThey were sent via FedEx and the tracking information for these shipments is as follows: Incident Number: WXXXXXX-XXXXXX Model to Ship: KeyFolio Thin XiPad Air Black: KXXXXXUS (trial products) Quantity: Shipped Product Date: 10/19/ FedEx Tracking Number: XXXXXXXXXXXXXXXXXXXXXX Status: In Transit Incident Number: WXXXXXX-XXXXXX Model to Ship: Virtuso Stylus/Pen Black: KXXXXXWW Quantity: Shipped Product Date: 10/19/ FedEx Tracking Number: XXXXXXXXXXXXXXXXXXXXXX Status: In Transit Incident Number: WXXXXXX-XXXXXX Model to Ship: Replacement Keyboard For XXXXX Series: KXXXXXUS Quantity: Shipped Product Date: 10/16/ FedEx Tracking Number: XXXXXXXXXXXXXXXXXXXXXX Status: Delivered We look forward to hearing from the customer as to whether the 'new' KeyFolio products will work for her or not Thank you Final Consumer Response / [redacted] (3000, 14, 2015/10/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) We have decided to ask Kensington to replace the keyboard covers for the new, hard sided type that we tested last weekI have called [redacted] and he put them on orderWe should expect them in about days Acceptance of the resolution will be complete once the product is received in good condition Thank you, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/10/16) */ I have reviewed this incident from the initial point of contact up until the presentI completely agree with everything this customer wroteThis is a prime example of how to do everything wrong from a Customer Service perspectiveI will immediately take ownership of this incident and drive it to resolution This customer is seeking a refund of $80.00, an amount which the customer is clearly entitled toI have given clear instructions to the Support Supervisor to call this customer and advise that Kensington will double this remimbursement amount to $as a very small token of our sincere apology for the way this matter was mishandledThe Supervisor left several messages for the customer to call him back today but thus far the call has not been returnedHe will try again on MondayWe need to verify the correct mailing address for this customer in order for me to process the $reimbursement for the customerAs Kensington uses a 3rd party check disbursement company (similar for use with rebates and refunds) there is a five week processing time for the check to arrive at the customer's location, so I want us to verify the correct shipping address right from the start of this process so there are no further delays We hope to make contact with the customer on Monday to advise of this effect Thank you [redacted] Kensington Computer Products Group

Initial Business Response /* (1000, 5, 2015/10/16) */
I have reviewed this incident from the initial point of contact up until the present. I completely agree with everything this customer wrote. This is a prime example of how to do everything wrong from a Customer Service perspective. I will...

immediately take ownership of this incident and drive it to resolution.
This customer is seeking a refund of $80.00, an amount which the customer is clearly entitled to. I have given clear instructions to the Support Supervisor to call this customer and advise that Kensington will double this remimbursement amount to $160.00 as a very small token of our sincere apology for the way this matter was mishandled. The Supervisor left several messages for the customer to call him back today but thus far the call has not been returned. He will try again on Monday. We need to verify the correct mailing address for this customer in order for me to process the $160.00 reimbursement for the customer. As Kensington uses a 3rd party check disbursement company (similar for use with rebates and refunds) there is a five week processing time for the check to arrive at the customer's location, so I want us to verify the correct shipping address right from the start of this process so there are no further delays.
We hope to make contact with the customer on Monday to advise of this effect.
Thank you.
[redacted]
Kensington Computer Products Group

Initial Business Response /* (1000, 6, 2015/10/14) */
I have requested that our Technical Support Supervisor make contact with this customer today. We left several messages for her to contact us and we were eventually successful in making contact. The customer wants to have 30 units of KeyFolio...

product replaced but she stated that she no longer has much confidence in these products. We suggested a newer product which incorporated several improvements but the customer stated that she wanted to have a chance to evaluate this different product before committing to have all 30 units replaced with this newer product. We have arranged to ship her 2 units of KeyFolio Thin X3 for evaluation at her school. She will try these units out and if they are acceptable with her then we will ship the remaining 28 units of this product to her. We asked that she notify us within one week's time of her findings so that we could move forward with resolving this issue and she stated that she would contact us after several days of test usage. This is the best alternative product for this customer but at this point we will wait to hear the results of her findings before taking any further actions.
Thank you.
[redacted]
Kensington Computer Products Group
Initial Consumer Rebuttal /* (3000, 8, 2015/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Most of the above is correct, but I did answer their FIRST call. I was told that they wanted to check some things and would call me back. I gave them a different number and requested that they use it and leave me a detailed message if they did not reach me. We are a school, I am not sitting around waiting for a call that I have already spent hours upon hours on. They did call that number and left a message which I would have gotten back to them about as soon as I was able. They continued to call the other number which was not the one I requested.
Regardless, we did finally connect later in the day and they told me of their plan to replace.
I am pleased with the offer, but can not in good conscience accept this product sight unseen which is why I requested the trial.
I hope that these new cases will be acceptable to the teachers and students so that we can accept them. I do also need to find out what kind of warranty the new keyboards come with.
I am also hoping that I will still be receiving the new "older" versions of keyboards that I have been told are on their way and they stylus because these are unrelated to the issues with the above 30.
I will feel that this case can be closed once we receive the 30 new keyboard cases after our preview and testing.
Thank you,
[redacted]
Final Business Response /* (4000, 10, 2015/10/20) */
The warranty period on the trail KeyFolio products sent to the customer is one year.
With regards to the other issues raised in the response, the replacement keyboards and stylus have been shipped to the customer. They were sent via FedEx and the tracking information for these shipments is as follows:
Incident Number: WXXXXXX-XXXXXX
Model to Ship: KeyFolio Thin X3 iPad Air Black: KXXXXXUS (trial products)
Quantity: 2
Shipped Product Date: 10/19/2015
FedEx Tracking Number: XXXXXXXXXXXXXXXXXXXXXX
Status: In Transit
Incident Number: WXXXXXX-XXXXXX
Model to Ship: Virtuso Stylus/Pen Black: KXXXXXWW
Quantity: 1
Shipped Product Date: 10/19/2015
FedEx Tracking Number: XXXXXXXXXXXXXXXXXXXXXX
Status: In Transit
Incident Number: WXXXXXX-XXXXXX
Model to Ship: Replacement Keyboard For XXXXX Series: KXXXXXUS
Quantity: 4
Shipped Product Date: 10/16/2015
FedEx Tracking Number: XXXXXXXXXXXXXXXXXXXXXX
Status: Delivered
We look forward to hearing from the customer as to whether the 'new' KeyFolio products will work for her or not.
Thank you.
Final Consumer Response /* (3000, 14, 2015/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have decided to ask Kensington to replace the keyboard covers for the new, hard sided type that we tested last week. I have called[redacted] and he put them on order. We should expect them in about 10 days.
Acceptance of the resolution will be complete once the product is received in good condition.
Thank you,
[redacted]