Skydive Midwest

When the customer informed us that the DVD was blank, we had a new disc made. We sent this out the next day through the mail. Within a week, he called back and stated that he still had not received it. We confirmed the address when he called and sent another one out. That was the last time we heard...

from him. We send out videos for people who do not want to wait for them, and usually have no problems. We provided the service, I sent out 2 discs and until this complaint was filed, I did not know that there was still a problem. In addition to this complaint he has also filed for a refund through his credit card company. We keep the videos for a few months after the skydive. We can send out another disc if he can supply us with an address that can receive registered mail.[redacted]

Review: My sister, [redacted], came for skydive on 7/10 and we had ordered pics and video for $115 package. We were given an empty DVD which we found out after coming home - when we spoke to their team over the phone, we were told that the DVD will be mailed out. I still haven't gotten that and my sister has left to India. It has taken more than 20 days and I still don't have it yet - when I called up their office, all I was told was - we don't have control over the mail delivery. This is not the desired response for customers. Firstly, I have paid $120 and they're expected to provide a proper DVD and not a blank one. Secondly, if there is a problem with the DVD, they must have done all that they can to ensure that your customer gets the DVD at the earliest. However, with this company, it seems that they hardly care about the customers.

Given that I don't have the DVD yet, I request that they process the refund for the payment that I made. My sister has left and the pictures that I needed the most has not come when I needed it the most. Hope you'll do the needful to take care of the mistake in providing a blank DVD.Desired Settlement: Given that I don't have the DVD yet, I request that they process the refund for the payment that I made. My sister has left and the pictures that I needed the most has not come when I needed it the most. Hope you'll do the needful to take care of the mistake in providing a blank DVD.

Business

Response:

When the customer informed us that the DVD was blank, we had a new disc made. We sent this out the next day through the mail. Within a week, he called back and stated that he still had not received it. We confirmed the address when he called and sent another one out. That was the last time we heard from him. We send out videos for people who do not want to wait for them, and usually have no problems. We provided the service, I sent out 2 discs and until this complaint was filed, I did not know that there was still a problem. In addition to this complaint he has also filed for a refund through his credit card company. We keep the videos for a few months after the skydive. We can send out another disc if he can supply us with an address that can receive registered mail.[redacted]

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, I need to clarify something with respect to the message below. When I called back after a week, they did not ask for my address as mentioned in this note below - it's a blatant lie. Instead, they mentioned that they don't control mail services and they don't know about it and I will have to wait to get the disc - there was no mention about sending an additional disc. After the 2nd phone call, I figured that the phone call option is not going to work and hence filled out a form in their website under the Contact section. I did not get any response from them. Then I filled a complaint with Revdex.com for which there was no response for more than a month and that prompted me to get in touch with my credit card company as that's something for which the skydiving company cannot deny a response and it's no surprise that they are not responding now. First of all, it was a mistake on their part to provide a blank disc and cause convenience. They were not apologetic about it in the first place. Secondly, it has taken them more than 2 months to get back with a resolution. While I'm glad that they're looking to resolve the mistake, I also want others to understand about the level of customer service that this center provides. The address in my Revdex.com profile is accurate if they need.

Regards,