Sing Your Name

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 For your reference, details of the offer I reviewed appear below I have been sending number of e-mails to the CEO [redacted] since October' and he is very much aware of his product issues and pls find few mails exchanged in the attached where in I'm requesting him to make the refund for long timeA mail communication snapshot below, Just to prove that he is aware of the issueme To [redacted] CC [redacted] [redacted] *** [redacted] [redacted] Dec 20, [redacted] Could you pls explain me when you couldn't have your product or website done as per agreement originally and even after months timeframe the status hasn't changed a bit With the above mentioned, on what basis you are not willing to give me full refund You very well understand the kind of background I come from with no job in hand since months and Im not seeking sympathy but my money in the right way that too after giving so many chances in months timeframe to fix the issue to get going with business.As a matter of fact I have spent more then cost of the product and I should be claiming from him, details of which you can find in the attachment Regards, [redacted]

Dear *** Your complaint was just forwarded to meI have no idea what issues you have encountered but I would surely like to assist you ASAPIf I could ask you to kindly send your problems directly to our CEO at *** I am sure he would work on making everything right
ASAP thank you for your email *** ***

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.  For your reference, details of the offer I reviewed appear below.
I have been sending number of e-mails to the CEO [redacted] since October' 2014 and he is very much aware of his product issues and pls find few mails exchanged in the attached where in I'm requesting him to make the refund for long time. A mail communication snapshot below, Just to prove that he is aware of the issue. me
To
[redacted]
CC
[redacted]
Dec 20, 2014
[redacted]
 Could you pls explain me when you couldn't have your product or website
done as per agreement originally and even after 5 months timeframe the status
hasn't changed a bit.
 With the above mentioned,  on what basis you are not willing to
give me full refund.
 You very well understand the kind of background I come from with no job
in hand since 5 months and Im not seeking sympathy but my money in the right
way that too after giving so many chances in 5 months timeframe to fix the
issue to get going with business.As a matter of fact I have spent more then cost of the product and I should be claiming from him, details of which you can find in the attachment.
Regards,
[redacted]

Please inform the Party who filed the complaint that Mr [redacted] has not been the CEO of the company for some time following the death of his mother. If he has been sending emails to [redacted] they will not be answered. Please inform to send future emails to [redacted] the customer has had his system for over 6 months. As with all companies , computers and software cannot be returned for credit. The customer signed a purchase order and agreed to this no return policy in advance. I am dedicated to assisting this customer to be satisfied if his demands are reasonable thank you  [redacted]

Review: On July 3rd, 2013 I ordered a CareBears Rainbow growth chart from singyourname.com. A week later the order was still pending so I emailed customer service via the website and received no response. A week later I emailed customer service again via the website and once again received no response. The next week I began to call customer service, left voicemails and could not get ahold of the appropriate people so I began making other selections just to get ahold of someone. I then was told they would ship some cds and my order for free as it was their website that had issues with taking online orders and they confirmed that I wanted the CareBear Rainbow growth chart. About 3 days later I received an email saying that they hadn't been able to ship it because they were out of product and had to reorder but it would be mailed out shortly. August 8th, 2013 I finally received my order only to find out it was the wrong chart and was cheaply done in such a manner that I could have done it myself using my printer at home. It does not even look like what they have on their website. So I once again call to be told that the item I ordered they do not carry any more nor have they carried it in a very long time, longer than the guy had been there. Then why did he confirm that specific product with me two weeks ago? After hanging up because I was so angry they couldn't even give me the one item I asked for, I received a nasty email from them. I had explained the importance of trying to get this order before my child's first birthday and because of this I am now scrambling to get something new as quickly as possible.Desired Settlement: $35.30 that it is costing me to get a replacement chart as quickly as possible. After the rudeness of [redacted] both over the phone and via email, I believe this company should cover what it is costing me to get a replacement. The customer service is beyond horrible and they need to rethink their website maintenance and how they interact with their customers.

Business

Response:

Dear [redacted]

This is in regards to ID # [redacted]. [redacted]'s original order was placed on 7/3/2013. At the time, we were having issues with our e-commerce website hosting environment and were unable to view the order until 7/22/2013. An email sent explaining the situation and asking if she would still like the personalized growth chart since significant time had passed. She replied back saying yes she would as it's for her daughters birthday. We personalized the growth chart along with 2 personalized CD's, all of which was free of charge after understanding the situation and attempting to rectify. The order was shipped, she received package on August 5th with the following UPS tracking number:

She called us on 8/6/2013 very angry stating the growth chart was the wrong style. The growth chart she expected was on our website, which had been previously discontinued. Our web development team has been creating a replacement website with updated products and inventory, but we entirely agree that this was an error by us which we once again apologized to her repeatedly and explained what had happened. At no point was she ever charged for products or shipping. Our support representative was speaking to her on the phone in a calm, professional, and sympathetic manner while emphasizing our understanding of her frustration. We informed her to please keep the products she received for free as gifts, when she abruptly hung up. Understanding she did not want to speak on the phone due to obvious frustration, we followed up with an email explaining nothing had been charged, she had received free products, and are very sorry that the products she wanted were no longer carried. It is after this, she has now sent a complaint to the Revdex.com instead of further speaking with us to resolve the issue..

We want to repeat that at no time was she charged, she has received free products, and we have made numerous attempts to politely satisfy heer requests. We are more than happy to satisfy this customer and feel we have taken appropriate actions in attempt to rectify the unfortunate events. Our customer service representatives would never send a "nasty" email to anyone and given her emotional response, it is clear she may have read the email as offensive, just as someone may misread the intent of a text message containing no emotional smiley faces. Furthermore, which is quite shocking, she now is asking for a settlement in the amount of $35.50 to replace Free products.. We feel this is an unreasonable expectation, but still would gladly like to work with this customer and uphold our devotion to customer satisfaction.

Consumer

Response:

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. For your reference, details of the offer I reviewed appear below.

I was sent a very nasty email, and I hung up not because your person on the phone was saying he was sorry but because he was also being rude. Obviously if I order something that has been discontinued why did no one say anything regardless of all the times I talked via email and via phone with your representative who assured me personally I could get your "discontinued" item. The lack of response in the 3 weeks it took me to get a hold of anybody to find out what was even going on was beyond ludicrous. I am asking for the $35.30 because that is what it cost for me to find a replacement item and have it shipped to me before my daughter's birthday, not to mention the emotional distress your company put on my family. And even when I asked for someone over [redacted]i to please call me to discuss his rudeness and incompetence, no one called me. I am very angry at the way you treat customers, it is appalling.

Regards,

Business

Response:

Hello [redacted],

We have included the email sent by our support representative [redacted], after [redacted] had deliberately hung up from a phone conversation after she had heavily criticized [redacted] as being incompetent, rude, and questioning how we are in business. We are a children's company who hold customer satisfaction highly, however we do not tolerate mental and emotional abuse from customers such as [redacted], just as any other human being would. In the email, our support representative questioned why she had hung up as he was only trying to help her. He further explained how our company operates as primarily a kiosk and distribution driven structure.

For Clarification, we sent [redacted] a complimentary Growth Chart ($14.99) and two music cds ($19.99 each) which cost just under $7 to ship. Resulting in a total value on her doorstep of $61.97 (no tax). According to her response, she claims to have purchased a growth chart from a 3rd party distributor for $35.30, a markup of $20.31 over our list price (we do not have evidence she has actually made this purchase).

We are more than happy to still resolve [redacted]'s situation, however after she received many free products and she deliberately severed communication from our customer service, she chose to purchase a chart from 3rd party without our notice. She is now requesting payment reimbursement for that purchase from the 3rd party, despite she has received free products from us and she has received the product she purchased from 3rd party without notifying us or further attempt to reach resolution with us.

The situation is as if you went to [redacted]'s, ordered a pair of shoes which ended up being out of stock, were sent numerous close alternatives as agreed all for free, called [redacted]'s and told them they are incompetent, rude, and do not know how they operate a business (after receiving the products), then go to [redacted]'s to purchase those shoes, after which you return to [redacted]'s and demand they pay for the shoes you purchased from [redacted]'s because [redacted]'s didn't have them in stock. She has received the product she wanted originally from 3rd party, has received numerous free items from us, and now wants us to issue cash payment for those 3rd party items.

We are offering to settle with [redacted] by providing her a generous complimentary $35 credit towards any purchase made at www.singyourname.com

[redacted]Start of Email sent from [redacted] to [redacted]

From: [redacted]<[redacted]@singyourname.com>

Date: Tue, Aug 6, 2013 at 4:10 PM

Subject: Re: Support

To: [redacted] <[redacted].com>

Hi [redacted]

Not sure if you hung up or we got disconnected but I am positive it was the first one. I didn't charge you anything for the order or the shipping on this and I also included 2 free CD's with the actual growth chart which was worth over 3 times as much as your initial order. I do apologize for the wrong information being on the website but you did receive free product out of the deal nothing was ever charged. I haven't really met anyone that was angry over free items. I am very sorry that you didn't receive the correct Care Bear growth chart as it was discontinued so long ago. It is our companies idea to deter people from ordering on our website because we have so many distributors and we do not want to take away from their business. It's mainly there to show products. We sell franchise opportunities which make up 99% of our business. We have distributors all over the world that sell the product that's why we are still in business.

[redacted]End of Email sent from [redacted] to [redacted]

Review: It was in 2012 when we purchased our Sing Your Name business. We paid £2699.40 for a complete package. First of all, the package came without the alarm clocks as advertised. I contacted them and was told that they were not ready yet and will be delivered separately upon arrival to our store. Since then I've been waiting for them. The laptop which was in the package and included the softweare to help to burn the CDs after 15 months of use has crashed. We tried to contact them to solve the problem, and we were told: "Clean up the computer and once the computer is ready I can do a support session to reinstall the Sing Your Name software. I will then use the synchronization software within the program to download all of the files. Let me know what the best time would be to do this." They tried to do something but unfortunately it was unsuccesful. Since then I sent several emails without a single reply. We couldn't sell any product. So as you can see, I feel completely ignored at the moment and wish to return our package, which is complete with everything as we received it (we haven't sold anything). Please advise us on how to process a return procedure and arrange a refund upon receiving the full package.//Desired Settlement: Ideally I am looking for a full refund of £2699.40 upon the returning of the full package. The business has a responsibility to issue a full refund due to the failure to support us as advertised.

Business

Response:

Thank you for your taking the time to express your complaint. I do every possible to make every customer happy. I have no records of you sending in email in our customer service database so that is very unusual to start with .

Let me first start by sharing the bad news and than I will share the good news as well. No company in the world can offer a refund on a computer system that is 2 years old. If they did they simply would not be in busiess. If I understand correctly your problem with your computer started 15 months after the purchase of your system. That is what you have written in you complaint?? if so the issue is that companies like Toshiba or HP and Sony only warranty a lap top for 12 months. so your issue with your laptop is really from the manufacture not from Sing Your Name. I also see from your invoice that your entire order was shipped minus a few clocks that were out of stock, It does look like your back order of clocks shipped 6 weeks after your original order

Now that the bad news is out of the way what I can offer is to resend your back ordered clocks that you never received. I can also offer that if you send your computer back to Sing Your Name , we will repair it , get it up and running again even though it is out of the manufactures warranty period by almost a year. I am happy to work with you to get your system 100% up to speed so you can start earning some ROI from your investment

please advise how you would like to move forward

thank you

Consumer

Response:

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. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

May I ask that we are provided with some contact details to get through to the person who wrote the business' response? This is because there are a few things which I need to clarify which may have been misunderstood by the business.

Regards,

Consumer

Response:

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. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

May I ask that we are provided with some contact details to get through to the person who wrote the business' response? This is because there are a few things which I need to clarify which may have been misunderstood by the business.

Regards,

Business

Response:

Hello [redacted]

I have read your reply and hope this site will allow me to send my direct email back to you. please send to [email protected] please add to the attention line regarding Revdex.com and I will be glad to assist you

Best Regards

Review: I purchased a package (as advertised and promised that part of the package will bring fully functional website) from the company on 19th August 2014 for a value of $ 1995.00 through credit card mode of payment.

Unfortunately, the product and service has not performed well (the service was inadequate) because the website was never integrated till date and DVD movie software is of poor standard. I am disappointed because the products does not work properly, the services was not performed on time and the product named face-in DVD software issues reported by customers were never fixed, Also I was promised for software upgrade (to include local names) within couple of months from the date of purchase and it hasn't occurred till date.

I'm undergoing huge amount of stress and this company staff agrees that the product has issues and needs fix but they can't work on it and now I 'm looking for refund as the customer service is also very poor.

Basically none of the promise on the product is kept and money/time has gone waste. I have number of mails to prove the complaint.

Business

Response:

Dear [redacted] Your complaint was just forwarded to me. I have no idea what issues you have encountered but I would surely like to assist you ASAP. If I could ask you to kindly send your problems directly to our CEO at [redacted] I am sure he would work on making everything right ASAP thank you for your email [redacted]

Consumer

Response:

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. For your reference, details of the offer I reviewed appear below.

I have been sending number of e-mails to the CEO [redacted] since October' 2014 and he is very much aware of his product issues and pls find few mails exchanged in the attached where in I'm requesting him to make the refund for long time.