Per the claim delivered by Mr***, here is the detailed breakdown of our investigationThe original order was placed as two separate items: one for the word LIONS and one for some 6” and 4” numbersBoth LIONS and the numbers were to be Vegas gold with a white outlineAfter taking his order,
the rep was confirming his address information when her order entry system failed, causing her to lose the orderShe re-entered the order, but must not have noticed that the 6” numbers she ordered were only Vegas gold with no white outlineThe next day Mr*** called in to note that he needed to change his number orderIt was never reviewed or realized that all along the 6” numbers were just Vegas gold and missing their white outline
When Mr*** next called us he reported the problem with the 6” numbers and additionally that the LIONS transfers weren’t applying correctlyThis second rep he spoke with indicated she understood the problem and attempted to rectify the situationUnfortunately, this second rep mistakenly replaced only some of the 6” numbers instead of all of themWe also misdiagnosed the problem with the LIONS transfers, believing it to be our printing problemHowever after these contacts took place, testing the LIONS product suggests that the problem was actually with application of the productHence why neither order seemed to work for Mr***In his third contact with us, it was stated to not replace LIONS a third time as he produced it himselfThis third customer service rep stated she would investigate the situation with his 6” numbers and contact him back, which she attempted to do over the following three days
In his last phone call on the subject, Mr*** spoke with a Recovery Representative who asked him to email a copy of the invoice for his ruined jerseys, sent a call tag for the LIONS products, and sent him complete replacements for all the 4” and the 6” numbersOur offer to Mr*** after consideration was to credit for jerseys because if the product was bad they should not have continued applicationAt this time we were also informed that in our replacement order of all the 4” and 6” numbers, there were two packs missingThis is when contact with the Revdex.com was initiated
I have fully investigated this situation, listening to every phone call recording and reading all email exchangesI contacted Mr*** and gave him a detailed explanation of why events occurred the way they didI explained that the LIONS transfers do actually work, having applied them here, and there may be something off with his heat pressTo assist I sent him a free pack of test strips for diagnostic purposesThe two missing packs of numbers were replaced at no costThen I also credited the remaining dollar amount of transfers, coming to a full credit of $for all the ordered productsI agreed to credit Mr*** the full $for his replacement jerseys, and then an additional amount for shipping costs incurred by shipping the garments to his customer, pending receiptThe total credits and compensation will value $Mr*** was satisfied with this resolution
*** *** Sales & Service Recovery Coordinator
I have made contact with our Dealer, *** *** at *** ***I informed her that I re-investigated her situation from scratch, ignoring the notes from the initial investigationWe have a recording of the phone call in which she placed the orderComparing the phone call to Ms
***’s information given to you, here is what I came across: -Within the first minute and a half Ms*** is told that we do not have the metallic-looking product she requested on the form she filled outShe’s told she was sent to us because we DO have metallic productsOur rep explained that we can’t use the metallic product because her art is so small and because she’s using a fabric that the metallic product will not adhere toInstead of silver, we can print a flat medium grey color.o We identified to her that we would use the art she sentThe color may change slightly because of our computer settings, but it will be very close to the color that she actually sent us herself.-We identified that our minimum order is $At the end of the phone call the rep identified this to her again and then said Ms*** would receive an email with the final total including shipping.o Because this was vague and the rep didn’t point-blank say, “You’ll be charged shipping” I will consent that Ms*** does deserve a credit for the amount of shipping she didn’t know she was payingThat shipping charge to her was $13.00. Based on the recorded phone call, I feel that we did the best we could for Ms***We identified to her that the product she was asking for wouldn’t work and told her what we could do insteadShe agreed to this and said for us to place a minimum order, which we didAnd we informed her of the difference in color that she could expect to seeWe were given no reason to believe she would refuse the product, as she agreed to what we were capable ofI informed her of this credit and will be issuing it shortly. If you have any questions please let me know. Thank you!
Per the claim delivered by Mr***, here is the detailed breakdown of our investigationThe original order was placed as two separate items: one for the word LIONS and one for some 6” and 4” numbersBoth LIONS and the numbers were to be Vegas gold with a white outlineAfter taking his order,
the rep was confirming his address information when her order entry system failed, causing her to lose the orderShe re-entered the order, but must not have noticed that the 6” numbers she ordered were only Vegas gold with no white outlineThe next day Mr*** called in to note that he needed to change his number orderIt was never reviewed or realized that all along the 6” numbers were just Vegas gold and missing their white outline
When Mr*** next called us he reported the problem with the 6” numbers and additionally that the LIONS transfers weren’t applying correctlyThis second rep he spoke with indicated she understood the problem and attempted to rectify the situationUnfortunately, this second rep mistakenly replaced only some of the 6” numbers instead of all of themWe also misdiagnosed the problem with the LIONS transfers, believing it to be our printing problemHowever after these contacts took place, testing the LIONS product suggests that the problem was actually with application of the productHence why neither order seemed to work for Mr***In his third contact with us, it was stated to not replace LIONS a third time as he produced it himselfThis third customer service rep stated she would investigate the situation with his 6” numbers and contact him back, which she attempted to do over the following three days
In his last phone call on the subject, Mr*** spoke with a Recovery Representative who asked him to email a copy of the invoice for his ruined jerseys, sent a call tag for the LIONS products, and sent him complete replacements for all the 4” and the 6” numbersOur offer to Mr*** after consideration was to credit for jerseys because if the product was bad they should not have continued applicationAt this time we were also informed that in our replacement order of all the 4” and 6” numbers, there were two packs missingThis is when contact with the Revdex.com was initiated
I have fully investigated this situation, listening to every phone call recording and reading all email exchangesI contacted Mr*** and gave him a detailed explanation of why events occurred the way they didI explained that the LIONS transfers do actually work, having applied them here, and there may be something off with his heat pressTo assist I sent him a free pack of test strips for diagnostic purposesThe two missing packs of numbers were replaced at no costThen I also credited the remaining dollar amount of transfers, coming to a full credit of $for all the ordered productsI agreed to credit Mr*** the full $for his replacement jerseys, and then an additional amount for shipping costs incurred by shipping the garments to his customer, pending receiptThe total credits and compensation will value $Mr*** was satisfied with this resolution
*** *** Sales & Service Recovery Coordinator
I have made contact with our Dealer, *** *** at *** ***I informed her that I re-investigated her situation from scratch, ignoring the notes from the initial investigationWe have a recording of the phone call in which she placed the orderComparing the phone call to Ms
***’s information given to you, here is what I came across: -Within the first minute and a half Ms*** is told that we do not have the metallic-looking product she requested on the form she filled outShe’s told she was sent to us because we DO have metallic productsOur rep explained that we can’t use the metallic product because her art is so small and because she’s using a fabric that the metallic product will not adhere toInstead of silver, we can print a flat medium grey color.o We identified to her that we would use the art she sentThe color may change slightly because of our computer settings, but it will be very close to the color that she actually sent us herself.-We identified that our minimum order is $At the end of the phone call the rep identified this to her again and then said Ms*** would receive an email with the final total including shipping.o Because this was vague and the rep didn’t point-blank say, “You’ll be charged shipping” I will consent that Ms*** does deserve a credit for the amount of shipping she didn’t know she was payingThat shipping charge to her was $13.00. Based on the recorded phone call, I feel that we did the best we could for Ms***We identified to her that the product she was asking for wouldn’t work and told her what we could do insteadShe agreed to this and said for us to place a minimum order, which we didAnd we informed her of the difference in color that she could expect to seeWe were given no reason to believe she would refuse the product, as she agreed to what we were capable ofI informed her of this credit and will be issuing it shortly. If you have any questions please let me know. Thank you!