Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below Dear Sirs,With regards to order [redacted] (an item you KNEW would have to be drop shipped), you should have contacted me if there was any concern the order would not/could not be processed in time to arrive in the day time span requestedYou state in your reply that the order "shipped" the very next day (Thursday), so Thursday and Friday= daysBusiness days! I received the item on Monday.Order [redacted] was also placed on a Weds(apparently after hours, I understand that and do not count that as a day)The order was specified as NEXT DAYSo Thursday would have been an entire day to 'process' and shipYour excuse/claim is that the order was somehow 'delayed' because of the shipping address given! Also NO contact was ever made with meIn fact, not so much as a confirmation of my order or invoice was sent to me until AFTER I contacted YOU on FridayIF you have proof of an attempt to contact me or actual 'contact' (it didn't happen) please provide itThe 'shipping' address should in no way need to be 'on file' with the credit card companyI have ordered hundreds of items and had them to the same address using that card! If the billing address were incorrect, I could understand thatIt was not.Lastly, you seek you seek to place the burden of 'contact' and notification of 'urgency' upon the customer? Surely you realize that the very reason someone orders an item 'expedited' is because of the URGENCY! Expedited shipping and urgency go hand in handDo you think your customers just 'maybe' need an item quickly, but they will call you if they REALLY need it? I send and receive expedited packages every day at my businessI've never attempted, nor heard of excuses like these Regards, [redacted]
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below [Here is the email that was sentIt does not match up with the rebuttal from infotronics.Good Morning, Your return has been processed and I have ordered the correct part number for youYou must pay for shipping costs to return the incorrect item as well as ship the new itemPlease send your return to: RMA# [redacted] , MA *** Please return original packaging and all contents that came with the itemBest regards, [redacted] Web Order ManagerPhone: ###-###-####Fax: ###-###-#### [redacted] @fotronic.comTest Equipment [redacted] MA ***www.testequipmentdepot.com Regards, [redacted]
Order *** was placed in the afternoon with insufficient time remaining to process prior to the daily scheduled parcel carrier’s pick-up, as I previously stated The same time constraint applies to the drop-ship location. The order shipped, Thursday, the next day You stated, “your reply that the order "shipped" the very next day (Thursday), so Thursday and Friday= daysBusiness days! I received the item on Monday.” Yes, the order shipped Thursday However, Thursday + Friday does not equal days with respect to air/express shipment methods and transit time calculation *** and *** do not count the first day they are in possession of shipment as a transit dayThe shipment was delivered, on-time as scheduled by the carrier, on Monday, June 1, In summary, the order, placed late in the day, shipped the next morning via the 2-day method specified I do not understand how this appears to be unreasonable handling of the order.Order *** was delayed because of the shipping address did not match the billing address This address check, and subsequent order hold, is necessary due the prevalence of on-line credit fraud There is a special response code received from the AVS (Address Verification System) to alert the merchant of possible fraud It is common practice for on-line merchants to require a shipping address to be on-file with the card-issuing bank to protect both, the merchant and card holder, from fraud We attempted to contact you to verify that you had placed the order with the different shipping address and this was not a credit card fraud situation We have email and/or telephone records to substantiate our contact attempts Also, I believe you returned a call or email that was placed to you.As you requested in your very first comment, we have reviewed the procedures regarding orders placed with an express shipment method Customers will now be advised frequent updates to their order status
The email posted was prior to a telephone conversation between the customer and Customer Service Manager regarding the issues experienced We subsequently agreed to a full refund, including shipping costs.This email was sent Tuesday, June 23, 1:PM, along with an attached return shipping label:Good Afternoon ***, Thank you for your emailI apologize that our website is notclear on what generation Iphones are compatible with the product you ordered.I brought this information to my manager and they are going to fix this issue.I have attached a pre-paid label for you to send your item backOnce wereceive the item, we will refund you for the full amount and your shippingcostsI wish there was more I could do, I am so sorry for anyinconvenience this has caused youBest regards, *** ***Web Order Manager
The order was delayed due to a manufacturer issue. Customer was advised of delay shortly after the order was placed. All returned calls to us, as well as, emails were all from a woman that identified herself as an assistant to credit card holder. Customer was assigned a direct...
Account Manager and communicated through a direct telephone number. Company call logs show all calls by this customer answered and/or returned. The first notice we received of the order cancelation was after delivery of the goods. The woman caller stated they received a duplicate order. Upon further investigation, she stated that they placed the same order with a different company. I believe miscommunication between the end-user, credit card holder and/or the assistant created the issue which led to the duplicate orders and errant communication with us. Due to the time that had lapsed between the goods received and return request, items were not eligible for return. An exception was granted; however, and customer was provided with an RMA number and return instructions. The goods were received today and the refund was processed.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
[Here is the email that was sent. It does not match up with the rebuttal from infotronics.Good Morning, Your return has been processed and I have ordered the correct part number for you. You must pay for shipping costs to return the incorrect item as well as ship the new item. Please send your return to: RMA# [redacted], MA [redacted] Please return original packaging and all contents that came with the item. Best regards, [redacted]Web Order ManagerPhone: ###-###-####Fax: ###-###-####[redacted]@fotronic.comTest Equipment [redacted] MA [redacted]www.testequipmentdepot.com
Regards,
[redacted]
Internet Order [redacted] was placed on 12/28/16 at 6:11:51 p.m. (E.S.T.). The credit card was pre-authorized in the amount of $340.00.We have systems and procedures in place to protect ourselves, as well as, our customers against fraudulent purchases. We follow bank and industry standard practices...
and procedures for the processing of card-not-present transactions.The Credit Card issuer, in conjunction with our Merchant Fraud Prevention Software flagged this transaction as potential fraud due to the following:* Past history of one fraudulent order from the I.P. address used to place this order.* I.P. address location of Canada,* Billing Address located in [redacted] U.S. Post Office with shipping address identified as "[redacted] Store" in Maryland.The next business day, 12/29/2016, the customer was notified that the order was placed on hold for management review. We received a call from [redacted] on 12/29/2016. She was informed a manager will call her back to discuss. The telephone number provided by the caller, ([redacted], was not operational. After return from the Holiday business closing we received an email demanding we release the funds on the card by 1/3/17 with the statement that they would complain to Revdex.com if the order did not ship or the funds released. The Customer Service Manage attempted the telephone number provided, ([redacted], as well as, an additional number from the order information with no response or voice mail option. On 1/3/17, the Customer Service Manager emailed the customer to let them know we had been trying to contact them and to please call us to discuss the Fraud Alert on this order. She offered to ship the order via overnight shipping at no additional cost once the fraud matter was settled. There was no response by the customer.The pre-authorization was released/voided when the potential fraud arose. The cancellation notification was emailed to the customer along with notice that the credit card pre-authorization was voided (see attached). At 8:39 p.m. the same day, the customer emailed demanding the order be cancelled and funds refunded. They also stated the "deadline" to ship the order or receive a Revdex.com complaint had passed. This tactic increased our fraud suspicion of the transaction. We emailed the customer three different times informing them the pre-authorization was voided and that the order was cancelled. The credit card was never charged since there was no shipment/invoice.
I have not received the above email. Please forward again to [redacted].com. Thanks.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
Dear Sirs,With regards to order [redacted] (an item you KNEW would have to be drop shipped), you should have contacted me if there was any concern the order would not/could not be processed in time to arrive in the 2 day time span requested. You state in your reply that the order "shipped" the very next day (Thursday), so Thursday and Friday= 2 days. Business days! I received the item on Monday.Order [redacted] was also placed on a Weds. (apparently after hours, I understand that and do not count that as a day). The order was specified as NEXT DAY. So Thursday would have been an entire day to 'process' and ship. Your excuse/claim is that the order was somehow 'delayed' because of the shipping address given! Also NO contact was ever made with me. In fact, not so much as a confirmation of my order or invoice was sent to me until AFTER I contacted YOU on Friday. IF you have proof of an attempt to contact me or actual 'contact' (it didn't happen) please provide it. The 'shipping' address should in no way need to be 'on file' with the credit card company. I have ordered hundreds of items and had them to the same address using that card! If the billing address were incorrect, I could understand that. It was not.Lastly, you seek you seek to place the burden of 'contact' and notification of 'urgency' upon the customer? Surely you realize that the very reason someone orders an item 'expedited' is because of the URGENCY! Expedited shipping and urgency go hand in hand. Do you think your customers just 'maybe' need an item quickly, but they will call you if they REALLY need it? I send and receive expedited packages every day at my business. I've never attempted, nor heard of excuses like these.
Regards,
[redacted]
Customer placed two orders on-line, as he mentioned:1. Order [redacted] was placed on Wednesday, May 27, 2015, 3:15pm (EDT). This order was received with insufficient time remaining to process prior to the daily scheduled parcel carrier’s pick-up. The order...
was shipped the next day, [redacted] 2-day, as requested. [redacted] Express services transit times calculate only business days. This statement is displayed in the Shipping Information of our web site, www.testequipmentdepot.com/orderinfo.htm The shipment was delivered, as scheduled by the carrier, on Monday, June 1, 2015.2. Order [redacted] was placed on Wednesday, June 3, 2015, 9:21pm (EDT). The next morning, contact was attempted with the customer due the customer-provided shipping address was not on file with the customer’s credit card company. Contactwas made and issue resolved. The resolution to the credit card hold arrived too late for to the daily scheduled parcel carrier’s pick-up. The order was shipped, Friday, the next day, [redacted] 1-day, as requested. The shipment was delivered, as scheduled by the carrier, on Monday, June 8, 2015.We strive for high level of customer service. If the customer had contacted us at anytime prior to the shipments departure and notified us of the urgency, we could have changed the 2-Day to 1-Day service at no additional charge. We could have elected the Saturday Delivery option for the 1-day shipment for the second shipment if the customer elected to pay the carrier’s fee.
I am sorry for the confusion regarding the transit time for the [redacted] 2-day service. [redacted] (and [redacted]) air services are always stated in business days. Saturday Delivery is possible in most locations; however, this a specific option with an extra change that must be chosen when processing...
the shipment. The shipment methods are defined on our web site at http://www.testequipmentdepot.com/orderinfo.htm#Check_Order_StatusThe incompatibility with the iphone 6 was know to us as a distributor. We depend on the respective product manufacturer to provide accurate specifications and publish what they have provided to us.Due to the issues above, we sent an email on June 23, 2015 stating that we will accept the product return for a full refund, including all shipping charges. A prepaid shipping label was attached to the email. As of the time of this response, the label has been unused, the product has not been returned and the customer as not contacted us.
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below Dear Sirs,With regards to order [redacted] (an item you KNEW would have to be drop shipped), you should have contacted me if there was any concern the order would not/could not be processed in time to arrive in the day time span requestedYou state in your reply that the order "shipped" the very next day (Thursday), so Thursday and Friday= daysBusiness days! I received the item on Monday.Order [redacted] was also placed on a Weds(apparently after hours, I understand that and do not count that as a day)The order was specified as NEXT DAYSo Thursday would have been an entire day to 'process' and shipYour excuse/claim is that the order was somehow 'delayed' because of the shipping address given! Also NO contact was ever made with meIn fact, not so much as a confirmation of my order or invoice was sent to me until AFTER I contacted YOU on FridayIF you have proof of an attempt to contact me or actual 'contact' (it didn't happen) please provide itThe 'shipping' address should in no way need to be 'on file' with the credit card companyI have ordered hundreds of items and had them to the same address using that card! If the billing address were incorrect, I could understand thatIt was not.Lastly, you seek you seek to place the burden of 'contact' and notification of 'urgency' upon the customer? Surely you realize that the very reason someone orders an item 'expedited' is because of the URGENCY! Expedited shipping and urgency go hand in handDo you think your customers just 'maybe' need an item quickly, but they will call you if they REALLY need it? I send and receive expedited packages every day at my businessI've never attempted, nor heard of excuses like these Regards, [redacted]
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below [Here is the email that was sentIt does not match up with the rebuttal from infotronics.Good Morning, Your return has been processed and I have ordered the correct part number for youYou must pay for shipping costs to return the incorrect item as well as ship the new itemPlease send your return to: RMA# [redacted] , MA *** Please return original packaging and all contents that came with the itemBest regards, [redacted] Web Order ManagerPhone: ###-###-####Fax: ###-###-#### [redacted] @fotronic.comTest Equipment [redacted] MA ***www.testequipmentdepot.com Regards, [redacted]
Order *** was placed in the afternoon with insufficient time remaining to process prior to the daily scheduled parcel carrier’s pick-up, as I previously stated The same time constraint applies to the drop-ship location. The order shipped, Thursday, the next day You stated, “your reply that the order "shipped" the very next day (Thursday), so Thursday and Friday= daysBusiness days! I received the item on Monday.” Yes, the order shipped Thursday However, Thursday + Friday does not equal days with respect to air/express shipment methods and transit time calculation *** and *** do not count the first day they are in possession of shipment as a transit dayThe shipment was delivered, on-time as scheduled by the carrier, on Monday, June 1, In summary, the order, placed late in the day, shipped the next morning via the 2-day method specified I do not understand how this appears to be unreasonable handling of the order.Order *** was delayed because of the shipping address did not match the billing address This address check, and subsequent order hold, is necessary due the prevalence of on-line credit fraud There is a special response code received from the AVS (Address Verification System) to alert the merchant of possible fraud It is common practice for on-line merchants to require a shipping address to be on-file with the card-issuing bank to protect both, the merchant and card holder, from fraud We attempted to contact you to verify that you had placed the order with the different shipping address and this was not a credit card fraud situation We have email and/or telephone records to substantiate our contact attempts Also, I believe you returned a call or email that was placed to you.As you requested in your very first comment, we have reviewed the procedures regarding orders placed with an express shipment method Customers will now be advised frequent updates to their order status
The email posted was prior to a telephone conversation between the customer and Customer Service Manager regarding the issues experienced We subsequently agreed to a full refund, including shipping costs.This email was sent Tuesday, June 23, 1:PM, along with an attached return shipping label:Good Afternoon ***, Thank you for your emailI apologize that our website is notclear on what generation Iphones are compatible with the product you ordered.I brought this information to my manager and they are going to fix this issue.I have attached a pre-paid label for you to send your item backOnce wereceive the item, we will refund you for the full amount and your shippingcostsI wish there was more I could do, I am so sorry for anyinconvenience this has caused youBest regards, *** ***Web Order Manager
The order was delayed due to a manufacturer issue. Customer was advised of delay shortly after the order was placed. All returned calls to us, as well as, emails were all from a woman that identified herself as an assistant to credit card holder. Customer was assigned a direct...
Account Manager and communicated through a direct telephone number. Company call logs show all calls by this customer answered and/or returned. The first notice we received of the order cancelation was after delivery of the goods. The woman caller stated they received a duplicate order. Upon further investigation, she stated that they placed the same order with a different company. I believe miscommunication between the end-user, credit card holder and/or the assistant created the issue which led to the duplicate orders and errant communication with us. Due to the time that had lapsed between the goods received and return request, items were not eligible for return. An exception was granted; however, and customer was provided with an RMA number and return instructions. The goods were received today and the refund was processed.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
[Here is the email that was sent. It does not match up with the rebuttal from infotronics.Good Morning, Your return has been processed and I have ordered the correct part number for you. You must pay for shipping costs to return the incorrect item as well as ship the new item. Please send your return to: RMA# [redacted], MA [redacted] Please return original packaging and all contents that came with the item. Best regards, [redacted]Web Order ManagerPhone: ###-###-####Fax: ###-###-####[redacted]@fotronic.comTest Equipment [redacted] MA [redacted]www.testequipmentdepot.com
Regards,
[redacted]
Internet Order [redacted] was placed on 12/28/16 at 6:11:51 p.m. (E.S.T.). The credit card was pre-authorized in the amount of $340.00.We have systems and procedures in place to protect ourselves, as well as, our customers against fraudulent purchases. We follow bank and industry standard practices...
and procedures for the processing of card-not-present transactions.The Credit Card issuer, in conjunction with our Merchant Fraud Prevention Software flagged this transaction as potential fraud due to the following:* Past history of one fraudulent order from the I.P. address used to place this order.* I.P. address location of Canada,* Billing Address located in [redacted] U.S. Post Office with shipping address identified as "[redacted] Store" in Maryland.The next business day, 12/29/2016, the customer was notified that the order was placed on hold for management review. We received a call from [redacted] on 12/29/2016. She was informed a manager will call her back to discuss. The telephone number provided by the caller, ([redacted], was not operational. After return from the Holiday business closing we received an email demanding we release the funds on the card by 1/3/17 with the statement that they would complain to Revdex.com if the order did not ship or the funds released. The Customer Service Manage attempted the telephone number provided, ([redacted], as well as, an additional number from the order information with no response or voice mail option. On 1/3/17, the Customer Service Manager emailed the customer to let them know we had been trying to contact them and to please call us to discuss the Fraud Alert on this order. She offered to ship the order via overnight shipping at no additional cost once the fraud matter was settled. There was no response by the customer.The pre-authorization was released/voided when the potential fraud arose. The cancellation notification was emailed to the customer along with notice that the credit card pre-authorization was voided (see attached). At 8:39 p.m. the same day, the customer emailed demanding the order be cancelled and funds refunded. They also stated the "deadline" to ship the order or receive a Revdex.com complaint had passed. This tactic increased our fraud suspicion of the transaction. We emailed the customer three different times informing them the pre-authorization was voided and that the order was cancelled. The credit card was never charged since there was no shipment/invoice.
I have not received the above email. Please forward again to [redacted].com. Thanks.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
Dear Sirs,With regards to order [redacted] (an item you KNEW would have to be drop shipped), you should have contacted me if there was any concern the order would not/could not be processed in time to arrive in the 2 day time span requested. You state in your reply that the order "shipped" the very next day (Thursday), so Thursday and Friday= 2 days. Business days! I received the item on Monday.Order [redacted] was also placed on a Weds. (apparently after hours, I understand that and do not count that as a day). The order was specified as NEXT DAY. So Thursday would have been an entire day to 'process' and ship. Your excuse/claim is that the order was somehow 'delayed' because of the shipping address given! Also NO contact was ever made with me. In fact, not so much as a confirmation of my order or invoice was sent to me until AFTER I contacted YOU on Friday. IF you have proof of an attempt to contact me or actual 'contact' (it didn't happen) please provide it. The 'shipping' address should in no way need to be 'on file' with the credit card company. I have ordered hundreds of items and had them to the same address using that card! If the billing address were incorrect, I could understand that. It was not.Lastly, you seek you seek to place the burden of 'contact' and notification of 'urgency' upon the customer? Surely you realize that the very reason someone orders an item 'expedited' is because of the URGENCY! Expedited shipping and urgency go hand in hand. Do you think your customers just 'maybe' need an item quickly, but they will call you if they REALLY need it? I send and receive expedited packages every day at my business. I've never attempted, nor heard of excuses like these.
Regards,
[redacted]
Customer placed two orders on-line, as he mentioned:1. Order [redacted] was placed on Wednesday, May 27, 2015, 3:15pm (EDT). This order was received with insufficient time remaining to process prior to the daily scheduled parcel carrier’s pick-up. The order...
was shipped the next day, [redacted] 2-day, as requested. [redacted] Express services transit times calculate only business days. This statement is displayed in the Shipping Information of our web site, www.testequipmentdepot.com/orderinfo.htm The shipment was delivered, as scheduled by the carrier, on Monday, June 1, 2015.2. Order [redacted] was placed on Wednesday, June 3, 2015, 9:21pm (EDT). The next morning, contact was attempted with the customer due the customer-provided shipping address was not on file with the customer’s credit card company. Contactwas made and issue resolved. The resolution to the credit card hold arrived too late for to the daily scheduled parcel carrier’s pick-up. The order was shipped, Friday, the next day, [redacted] 1-day, as requested. The shipment was delivered, as scheduled by the carrier, on Monday, June 8, 2015.We strive for high level of customer service. If the customer had contacted us at anytime prior to the shipments departure and notified us of the urgency, we could have changed the 2-Day to 1-Day service at no additional charge. We could have elected the Saturday Delivery option for the 1-day shipment for the second shipment if the customer elected to pay the carrier’s fee.
I am sorry for the confusion regarding the transit time for the [redacted] 2-day service. [redacted] (and [redacted]) air services are always stated in business days. Saturday Delivery is possible in most locations; however, this a specific option with an extra change that must be chosen when processing...
the shipment. The shipment methods are defined on our web site at http://www.testequipmentdepot.com/orderinfo.htm#Check_Order_StatusThe incompatibility with the iphone 6 was know to us as a distributor. We depend on the respective product manufacturer to provide accurate specifications and publish what they have provided to us.Due to the issues above, we sent an email on June 23, 2015 stating that we will accept the product return for a full refund, including all shipping charges. A prepaid shipping label was attached to the email. As of the time of this response, the label has been unused, the product has not been returned and the customer as not contacted us.