I have made contact with our Dealer, [redacted] at [redacted]. I informed her that I re-investigated her situation from scratch, ignoring the notes from the initial investigation. We have a recording of the phone call in which she placed the order. Comparing the phone call to Ms....
[redacted]’s information given to you, here is what I came across: -Within the first minute and a half Ms. [redacted] is told that we do not have the metallic-looking product she requested on the form she filled out. She’s told she was sent to us because we DO have metallic products. Our 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 to. Instead of silver, we can print a flat medium grey color.o We identified to her that we would use the art she sent. The 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 $25.00. At the end of the phone call the rep identified this to her again and then said Ms. [redacted] 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. [redacted] does deserve a credit for the amount of shipping she didn’t know she was paying. That shipping charge to her was $13.00. Based on the recorded phone call, I feel that we did the best we could for Ms. [redacted]. We identified to her that the product she was asking for wouldn’t work and told her what we could do instead. She agreed to this and said for us to place a minimum order, which we did. And we informed her of the difference in color that she could expect to see. We were given no reason to believe she would refuse the product, as she agreed to what we were capable of. I informed her of this credit and will be issuing it shortly. If you have any questions please let me know. Thank you!
I have made contact with our Dealer, [redacted] at [redacted]. I informed her that I re-investigated her situation from scratch, ignoring the notes from the initial investigation. We have a recording of the phone call in which she placed the order. Comparing the phone call to Ms....
[redacted]’s information given to you, here is what I came across: -Within the first minute and a half Ms. [redacted] is told that we do not have the metallic-looking product she requested on the form she filled out. She’s told she was sent to us because we DO have metallic products. Our 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 to. Instead of silver, we can print a flat medium grey color.o We identified to her that we would use the art she sent. The 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 $25.00. At the end of the phone call the rep identified this to her again and then said Ms. [redacted] 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. [redacted] does deserve a credit for the amount of shipping she didn’t know she was paying. That shipping charge to her was $13.00. Based on the recorded phone call, I feel that we did the best we could for Ms. [redacted]. We identified to her that the product she was asking for wouldn’t work and told her what we could do instead. She agreed to this and said for us to place a minimum order, which we did. And we informed her of the difference in color that she could expect to see. We were given no reason to believe she would refuse the product, as she agreed to what we were capable of. I informed her of this credit and will be issuing it shortly. If you have any questions please let me know. Thank you!