Surveillent LLC

I have called the customer two days ago, on August 1stI processed and send him his RMA yesterday August 2nd, and approved it for a local return in his city, today August 3rdThis has been taken care of now and the customer will close this Revdex.com issue soon

Initial Business Response / [redacted] (1000, 5, 2015/07/09) */ I am sorry to hear that your camera has failed two years after you ordered it from usWe offer a very generous month warranty on everything we sell online, compared to most online sellers who offer 30-daysWe even go a step further and provide a free exchange if the failure is reported to us within days of the original purchase date Those details are in our terms and conditions that you agreed to when you made your purchase with usIn researching your past order, your camera model is no longer available If another model will work for you, we are willing to provide that one to you at our cost to make you as happy as possibleWe can be reached directly at [email protected] or via phone at our inside sales number, [redacted] Thanks for your understanding Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is what it says under there Warranty All Surveillent's products have FULL warrantySimply contact manufacturers tech support first to troubleshoot the productMost likely they will be able to help you fix the problem directly with youIf they cant and they wont setup an exchange with you directly then ask them for a case/ticket number proving its truly defective and Surveillent will take care of you directly through the manufacturer or authorized distributor I have contacted Vitek and this camera has a year warranty on itFor me to get a case number from them they want to charge me for the tech supportSurveillent is also saying that this camera is no longer availableIf this is so what about the Speco CLED32D1W instead? Final Consumer Response / [redacted] (3000, 11, 2015/07/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) If they had responded to any of the emails or calls we would not be using the Revdex.comSo for you to say just call you or email you isn't going to workI need a camera replaced that has a year warranty and it is left in your hands to take care of this issue Final Business Response / [redacted] (4000, 9, 2015/07/14) */ The Revdex.com is not a place for us to be negotiating different parts or warranty terms and conditionsWe want you happy and will do all we can to make you as happy as possible Using the Revdex.com messaging center to talk about different camera specifications and availability is not the right place for thisPlease email us directly at [email protected] where we can take care of this part more efficientlyWe will make you happy but this is no the best way to do this

Initial Business Response / [redacted] (1000, 5, 2015/06/16) */ ***, I just sent you a direct emailI do not know where you had been emailing us but I could not find any message from you from that email at allI am sorry about that and will look into our other systems to see where it might have been sent to Please ship that item back to us and I will see that you are refunded in full, and promptlyYou Can also call us directly at the number below in our Revdex.com contact informationThanks for your understanding Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/06/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) The business has offered to refund our money after we return the productWe UPS'd it out yesterdayI will give it four weeks and if I do not see the money refunded to our credit card or a refund check I will be back in touch with Revdex.comThank you

Initial Business Response /* (1000, 5, 2015/04/21) */
I am very sorry about this situationI will verify with *** what you have stated and if a refund has not been issued, I will do it myselfIt was never our intention to keep your money without providing the products or services you had
ordered
I will look into why this was not done promptly and take the correct action accordinglyWe process over 30,orders annually and from time to time, sadly, we do make some mistakesMy number directly is included below for your continued contactYou will hear from you again within hours
Thanks again for being so patient to date
Initial Consumer Rebuttal /* (2000, 12, 2015/05/13) */
After making this complaint to the Revdex.com, the owner contacted us and refunded our payment in fullWe are very happy with this resolution

Initial Business Response /* (1000, 5, 2015/06/09) */
I am very sorry to hear about your issues and will take this up at our weekly meeting to be sure we do not make the same mistakes again***, you have now been refunded in full
We have a new phone number and customer service email that
was put into place three days ago which should eliminate this from happening againYou can reach me directly at *** to talk about his in greater detail if you wish
Initial Consumer Rebuttal /* (2000, 7, 2015/06/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/04/22) */
Scott, thanks for taking my call todayGlad we worked it out and I will ensure that this does not happen againThanks for being so understanding as well

Initial Business Response /* (1000, 5, 2015/11/25) */
I am sorry about your experience so farI will just refund you since we were not able to ship your itemThere Is no excuse for this situationI will cancel and refund your money right nowHappy Thanks giving!
This customer WAS in fact
refunded in full in SeptemberHere is her transaction refund confirmation number from Paypal
***
9/28/at 2:52pm
refunded $
She was incorrect in opening up this Revdex.com case when she was refund long agoWe can provide more proof if needed
Initial Consumer Rebuttal /* (2000, 8, 2015/12/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for the refund, I will check to see if that is correctWhy was the credit card charged before product was available to send? Why did you not respond to any emails or voice messages left notifying us of the refund or that the item was not available? That would have been helpful and a complaint would not have been made

Colin, I am sorry for the lack of communication from our companyHere is an update: You order was processed the same day it was receivedIt was an item we did not stock and that item reflects the 1-week lead statementYou should have received one email from us acknowledging the order was made,
and another one when it was processedThe next communication will be the shipping confirmation and tracking numberAt this time, the order has still not shippedDO you prefer to cancel it or can you wait a bit more? I will contact the manufacturer and get you a firm ship date..and reply back hereThanks for your patience so far

The customers ordered one speaker and we shipped him one speakerHe thought he was buying two of them and then wanted to buy four of themWe told him he needed to buy the second one and more of he wanted themWe offered him a discounted price on the others but he insisted that we ship him a
second one from freeWe did not do that and he threatened to contact the Revdex.com and leave us a number of terrible reviewsThe price he paid was about half of the price for two of themWe were professional and kind and did what we could do but did not allow him to hold us hostage for a second free one. We process over 30,order per year and although we try to make all customers 100% satisfied with usthis is not always possibleThis is a case where the buyer was not satisfied and we could not meet his expectations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me

Initial Business Response /* (1000, 5, 2015/07/09) */
I am sorry to hear that your camera has failed two years after you ordered it from us. We offer a very generous 12 month warranty on everything we sell online, compared to most online sellers who offer 30-90 days. We even go a step further and...

provide a free exchange if the failure is reported to us within 30 days of the original purchase date.
Those details are in our terms and conditions that you agreed to when you made your purchase with us. In researching your past order, your camera model is no longer available.
If another model will work for you, we are willing to provide that one to you at our cost to make you as happy as possible. We can be reached directly at [email protected] or via phone at our inside sales number,[redacted].
Thanks for your understanding.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is what it says under there Warranty
All Surveillent's products have FULL warranty. Simply contact manufacturers tech support first to troubleshoot the product. Most likely they will be able to help you fix the problem directly with you. If they cant and they wont setup an exchange with you directly then ask them for a case/ticket number proving its truly defective and Surveillent will take care of you directly through the manufacturer or authorized distributor.
I have contacted Vitek and this camera has a 3 year warranty on it. For me to get a case number from them they want to charge me for the tech support. Surveillent is also saying that this camera is no longer available. If this is so what about the Speco CLED32D1W instead?
Final Consumer Response /* (3000, 11, 2015/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If they had responded to any of the emails or calls we would not be using the Revdex.com. So for you to say just call you or email you isn't going to work. I need a camera replaced that has a 3 year warranty and it is left in your hands to take care of this issue.
Final Business Response /* (4000, 9, 2015/07/14) */
The Revdex.com is not a place for us to be negotiating different parts or warranty terms and conditions. We want you happy and will do all we can to make you as happy as possible.
Using the Revdex.com messaging center to talk about different camera specifications and availability is not the right place for this. Please email us directly at [email protected] where we can take care of this part more efficiently. We will make you happy but this is no the best way to do this.

Initial Business Response /* (1000, 5, 2015/08/26) */
[redacted] I am sorry for our mis communications with you. We were waiting for your Federal tax iD because of the nature of your order and your reply a few week slater with it was not read by us, although the email was received which was odd....

Anyway, we have since released the order to ship and we are waiting for the order confirmation to come back to us now.
Please let me know if you prefer to cancel you order and be promptly refunded. Although we get thousands of orders each month and thousands of related emails, there is no reason we should not reply to each one in a timely fashion and for this I apologize again. You can email me directly at [email protected] Thanks again for your understanding.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/01) */

We will cancel and refund you in full and yes, you can keep the power strip. The other items you ordered, were stated on our store, that they had a 2-3 week lead time. We are sorry we could not ship those items any sooner for you.

Initial Business Response /* (1000, 5, 2015/06/16) */
[redacted], I just sent you a direct email. I do not know where you had been emailing us but I could not find any message from you from that email at all. I am sorry about that and will look into our other systems to see where it might have been sent...

to.
Please ship that item back to us and I will see that you are refunded in full, and promptly. You Can also call us directly at the number below in our Revdex.com contact information. Thanks for your understanding.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The business has offered to refund our money after we return the product. We UPS'd it out yesterday. I will give it four weeks and if I do not see the money refunded to our credit card or a refund check I will be back in touch with Revdex.com. Thank you

I have called the customer two days ago, on August 1st. I processed and send him his RMA yesterday August 2nd, and approved it for a local return in his city, today August 3rd. This has been taken care of now and the customer will close this Revdex.com issue soon.