Streamsmart Express

Initial Business Response /* (1000, 9, 2016/08/23) */
From: Shane H*** (mailto:***@gmail.com)
Sent: Monday, August 22, 7:PM
To: ***
Subject: Re: Revdex.com Complaint: ***
Hi ***,
Here is my response to Mr***:
'Mr*** *** purchased a
StreamSmart SAndroid box on July 21st, He came in after initially seeing the box in the previous month and used a discount special that was offered to him via email from a sales repHe paid in cashOn the following day, the 22nd of July, he was emailed a receipt which clearly stated that we have a week return policy with a 20% restock feeHe was also told our return policy upon purchasingWhen every customer purchases a box from our store, we make very clear that they have unlimited tech support via phone, text and email, especially in that first two week windowThis is to protect us from people essentially 'renting' the box for a night and then returning it the following dayIt also protects our sales people who received a commission on the saleLastly, it protects the customer in that they have all the help they need with the learning curve that is natural for new customers
I did not receive one phone call or text and Mr*** came back into the mall the following day, stating that half of the add ons did not work on the boxHe was trying to use extra add ons that were not activeWhen I asked him if we could plug the box in so that I could try to help him with what he was having trouble with (which is standard procedure for any return because we need to make sure it wasn't tampered with), Mr*** clearly became agitated from the beginning of what is standard procedureAfter asking him what it was that he was having trouble finding, I was actually able to pull everything up that he claimed did not workInstead of thanking me for helping him to use the box, he became more agitated
I explained to him that even though he was not willing to accept my help, I would still accept the return minus the 20% restock feeI told him that I did not have the cash on me, but would be happy to get it for himI was the only one working and could not leave the store at the moment, but the none the less would work something out with him to get him a refundHe screamed at me something about hearing from his lawyer and then left.'
Below is a copy of the email I sent to himI can send forward the originals as well
Hello ***,
Thanks for your purchase yesterdayWe appreciate your businessYour receipt is below for your records and if you are still not happy, after I was able to find and show you all of the channels and shows that you were initially unable to, please let me know, so that I can make arrangements to return the money
Thank you,
Shane
Shane H***
Mobile: ***
Work: ***
Initial Consumer Rebuttal /* (3000, 11, 2016/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There are several points in his response that I think are untrueBut aside of bickering back and forth on " who's right..and who's wrongLet me just say
#1- yes- I did seen a demo of the product..yesMost( I stress this word..LIGHTLY) of the add ons did workGot it home and the unit did not perform as the demo model YesI took it back( wasn't asked to give it to him to test..if I was asked I would)
# 2- I did not contact Shane about resolving the matter because the claim had been filed and I thought It would be best for the Revdex.com to resolve itI have no problem with bringing the box back to the mall if a resolution is decided upon
You can call me "angry", " I have a bad attitude"I really don't careThe fact is i( the customer) bought a product..didn't performTried to return itAnd can't I shouldn't have to go through all this " red tape " for a refund
Thank You
Final Business Response /* (4000, 13, 2016/09/03) */
As I originally stated, he is welcome to bring back the unit, with ALL packagingIf we plug it in and it works and all packaging is there, he will receive a refund minus the 20% restock fee
Thanks,
Shane
Final Consumer Response /* (2000, 16, 2016/09/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Resolution reachedPlease close claim