The Original Dash Cam

I am rejecting this response because:There are numerous factually incorrect assertions in the letter I ordered one and that one stopped working The second one that was sent as a replacement did the very same thing By that point I lost all confidence in their products and wanted my money back Because HSN's return policy only allows an item to be returned within days, they redirected me to the company When I called the company AGAIN, they said they do not handle any money! I asked repeatedly to speak with the CEO, I was told that I could not I asked for the CEO's name and they refused to give me THAT! I finally had to accept that I would not be able to successfully reach a positive resolution for my concerns about their product I HAD to accept a third unitThe supposed "customer service" manager, ***, hung up on me! Then, after numerous unsuccessful attempts to reach someone, the company BLOCKED my calls However, when I used another phone, I got someone immediately I still do not want this unit since I no longer trust their products to function properly There are just SO MANY points in their reply that are incorrect that my reply would be very, very long I still want my money back so that I can buy a reliable unit My family's safety is at stake because of the unreliable products from this company.Respectfully, [redacted] ***, B.S.B.A., M.B.A

I am rejecting this response because:There are numerous factually incorrect assertions in the letter.  I ordered one and that one stopped working.  The second one that was sent as a replacement did the very same thing.  By that point I lost all confidence in their products and wanted my money back.  Because HSN's return policy only allows an item to be returned within 30 days, they redirected me to the company.  When I called the company AGAIN, they said they do not handle any money! I asked repeatedly to speak with the CEO, I was told that I could not.  I asked for the CEO's name and they refused to give me THAT!  I finally had to accept  that I would not be able to successfully reach a positive resolution for my concerns about their product.  I HAD to accept a third unit. The supposed "customer service" manager, [redacted], hung up on me!  Then, after numerous unsuccessful attempts to reach someone, the company BLOCKED my calls.  However, when I used another phone, I got someone immediately.  I still do not want this unit since I no longer trust their products to function properly.  There are just SO MANY points in their reply that are incorrect that my reply would be very, very long.  I still want my money back so that I can buy a reliable unit.  My family's safety is at stake because of the unreliable products from this company.Respectfully, [redacted], B.S.B.A., M.B.A.

I personally am
very empathetic about the situation that followed between Mrs. [redacted] and
our company’s customer service department. I can assure that we had the best
intentions with helping Mrs. [redacted]...

with her problem. Unfortunately we do not
record our phone conversations, but they are closely monitored when called are
given to upper management. When Mrs. [redacted] first made contact with our customer
service she was claiming that her dash cam was not working, and its very
difficult to solve a hardware problem over the phone when all we were getting
from her was that the dash cam was stopped working. Our customer service rep
John was the person helping her with a(n) RMA (Return Merchandise
Authorization). 
Unfortunately Mrs. [redacted]
was very intent with a refund, which we repeatedly explained to her that she
needed to contact the company in which she purchased the camera from. We were
aware that she purchased the camera via the Home Shipping Network (HSN), and we
only offer a one year limited warranty for all our Dash Cam's, and their
accessories like chargers, and dash mounts that come included with the camera.
John explained that we were unable to refund her, and inside each dash cam
packaging there are 2 things. The first we call a "Stop Card" it's a
bright yellow card that tells the buyer to contact us directly if they need any
technical assistance or customer service, and the second thing is our one year
limited warranty card(I have attached the Image.tif). Our customer service rep
John explained this to her repeatedly, but she refused all our remedies to help
solve this issue, until she spoke with [redacted], our customer service manager.
[redacted] and Mrs. [redacted] came
to a(n) agreement to upgrade her 4SK106B dash cam to our 4SK107. We explained
to her the process of the return/replacement, but Mrs. [redacted] was not satisfied
with paying the return shipping cost to us, so we abide to her request, that
was to ship out the upgraded 4SK107 dash cam first, and provide her with a
shipping return label to cover the return shipping costs. As for the
replacement 4SK107 we shipped out, it was a refurbished unit that had been
thoroughly tested, and 100% working before it was shipped out to her. In
our website (http://www.getdashcam.com/terms/#58b7a63821b53c51e) under return
policy it states the following: The company hereby warrants to the
original retail purchaser of this product that should this product or any part
thereof, under normal use and conditions, be proven defective in material or
workmanship within one year parts and 90 days labor from the date of original
purchase, such defect(s) will be repaired or replaced with reconditioned
product (at the Company’s option) for parts and repair labor. 
We had no information as
to why her dash camera was not working, until we received the unit. The
replacement unit with the return label was shipped out October 26, 2016
using USPS tracking number 94[redacted]40. Seven days later
November 2, 2016 we received what she claimed was her non-working 4SK106B dash
camera from USPS tracking number 94[redacted]89, and upon further
inspection we found nothing was wrong with her dash cam, as well as video file
recordings well after May or June when Mrs. [redacted] was claiming her camera had
stopped working. A few days later we receive a call from her claiming that the
upgraded 4SK107 dash cam was also not working, thus her call was then
transferred to [redacted] to help her solve the issue, and unfortunately she was not
satisfied with our replacement warranty, and pressed to have a refund, after the
phone call ended Mrs. [redacted] repeatedly called back demanding a refund her phone
number was blocked.
After speaking with the
parties involved regarding [redacted] complaint I do believe the
situation was handled according on our end, and to the best of our business'
procedures, however we should have handled the pressed issue with a bit more
care instead of blocking Mrs. [redacted]'s calls, but we felt the need to exercise
that right after failed attempts to help Mrs. [redacted] replace her camera again. Our
company The Original Dash Cam is always striving to make the highest quality
Dash Cams at the lowest possible price, as well as having the best customer
service and technical support.