The Signal Group, LLC

This issue is now resolved! It takes a really long time for paypal refunds when they are over days.A credit has been issued and cleared per Paypal today[redacted]

RE: Revdex.com Case # [redacted] : In response to Mr***’s accusations – please see details below - This order was placed online and paid for by [redacted] [redacted] collects the funds for the order at the time of the order and has no knowledge of whether the product is in stock or not Our website did not indicate the item was “in stock” Our website indicated the product “usually ships the same day” Unfortunately in this instance, the product was on order through the manufacturer and we were expecting it at any time We advised the customer via an email the next morning that there would be a slight delay A few hours later we received this response from the customer: OK!!!!! SO ARE YOU GOING TO REFUND MY DAY SHIPPING I PAID FOR ? I WOULDN'T CALL 4X THE LENGTH OF ORIGINAL DELIVERY A SLIGHT DELAYI AM VERY UNHAPPY Our response to the customer: Dear [redacted] , Thank you for your replySolid Signal carries over 20,items and ships from various warehouses and manufacturersWe do our best to keep everything on handWhen an item is on backorder or has been discontinued, we notify our customers immediatelyIf you would like us to change your shipment to Ground, we can do so, and I can refund your Next Day chargesIf you would like us to ship it Next Day when it arrives, the charges would remain the sameWe apologize that we do not have this item, and are waiting for it to arrive from the manufacturer Kind Regards, We have been nothing but professional to this customer and in turn he has been less than understanding Our Director of Operations, [redacted] ***, has attempted to reach him and he has yet to return her phone messages The order has been cancelled and that has been explained to the customerTell us why here

To Whom It May Concern:This customer has been working with us since March, - so months after the fact, the customer and my Customer Service Manager [redacted] have been discussing his product that he chose to buy online, knowing the the one he really wanted was NOT AVAILABLE at that time! It wasn't even in production with the manufacturer He chose to use Paypal as his payment method for buying the [redacted] kit he wanted [redacted] did explain to him that when and IF the unit he wanted would be available as an upgrade that he would be able to return it - EVEN THOUGH OUR RETURN POLICY IS A DAY POLICY - and that he MUST return the product back like-new and in re-sellable condition We also explained that he didn't have to disassemble the entire kit and only return what he was going to get with the new kit - after he purchased it We explained to [redacted] that he must buy the upgrade kit, contact us for an RMA to return only the items he needed to replace with his old kit We would then take the parts he returned, and make a kit complete! He did not establish good faith when he returned a unit back incomplete/old/without packaging/and completely used for approxmonths! He returned the unit and we explained that we would charge a 30% restocking fee to replace the un-sellable parts that he returned He responded saying he wanted the item back and he would use the kit in another location of his or sell it on ebay....see email trail below: [redacted] Send it back to ;me then I will use it in another location or sell it on ebay On Tuesday, September 23, 7:PM, [redacted] Hi [redacted] , We have received the return, but this did NOT come back in like new condition and cannot be re-sold as new Because of the scuffed up mounting for the antenna, ALL the missing inserts and instructions and the yellowed internal antenna this cannot be re-sold without replacing the indoor antenna This was not our agreement I bent the rules for you as you know I am not sure what can be done with the missing instructions – I am hoping [redacted] can help us A 30% re-stocking will be applied to your credit so we can make the existing kit re-sellable A new order will need to be processed You may place it online or you can call ME, but I need to make sure the replacement order goes out without the cables you retained before we credit ANYTHING Regards, [redacted] Customer Service Supervisor Signal Group, LLC [redacted] Check Out Our Daily Deals! ###-###-#### [redacted] [redacted] ***, The return should be getting there todayIf you haven't gotten it already I really need to get the other one ASAPI will pay expedited shipping I am loosing business because calls aren't going through Thanks, [redacted] On Wednesday, September 17, 8:AM, [redacted] We are sorry your recent purchase did not work out as anticipated Below please find the return authorization you requested for the [redacted] booster kit from order [redacted] It is understood that the kit will be coming back with out the legths of foot coax cables The cables from the replacement kit will be married to this returnand returned to stock for re-selling as new Should you have any further questions or concerns, please contact us You will be given a credit once we have received your product Please allow 5-business days after we have received your package to credit your account Please write the RMA number below only on a piece of paper, and place the number on the outside of your return packaging Please make sure there is NO writing on the box All goods must be disassembled to its original state All loose hardware, nuts, bolts must be put into a sealable bag A restocking fee of up to 25% WILL be applied if all the original packaging is not included with the itemPlease ship the item back to us, as it was shipped to you Please make sure you use the RMA below within the next business days! (cut) [redacted] RMA# [redacted] Send package to the following shipping address: The Signal Group, LLC [redacted] ** [redacted] ###-###-#### (cut) [redacted] Please note that postage is not paid for by Solid Signal You are responsible for shipping charges back to our facility, carrier of your choice Should a unit require testing, please allow us 2-weeks to test the item Again, we thank you for your business, and are sorry this did not work for you!We explained it would be sent back to him and he wanted a full refund and then started discussing advertising on our site We have been in business for years and will not tolerate a customer's ignorance because he couldn't get his way Our return policy is clearly stated on our website and does NOT need to be reiterated Every customer who purchases ANYTHING online should be looking at a return policy on the products they wish to purchase PERIOD!I will NOT consider it the cost of doing business or a marketing expense because he chose to not follow the rules We bent backwards for him and made an exception we should have never done in the first place.The item was credited yesterday for $via Paypal yesterday Original shipping charges were NOT refunded per our return policy No further credit is necessary!Any further questions, please contact me directly at ###-###-#### This case is considered closed and the customer will be blocked from our company.Regards, [redacted] Finance/Returns ManagerThe Signal Group, LLC.###-###-####

To Whom It May Concern:Our return policy on OBO items is clearly stated on our website in our Returns and Warranties http://www.solidsignal.com/p/?p=2555&d=returns-warrantiesALL customers who buy from our website as well as ANY OTHER WEBSITE should be looking at the return policy to make sure an item is returnable It does NOT have to be stated in the actual item page if the item is returnable, especially when you have thousands of parts you sell.Our policy states:Open Box ItemsSolid Signal does not offer returns on Open Box ItemsAll sales are finalOpen Box Items have been surveyed by our technicians and found to be in perfect working conditionAll parts and instructions available at the time of Open Box Item listing are included in the item packagingSince this customer is filing a complaint after we have expressed our return policy, we will make an exception to him to return the item on an RMA He will be responsible for the shipping to us for his item He MUST contact us for an RMA # and instructions to return his item We will process the credit less a restocking fee of 15% for this exception if he wishes to still return his itemHe may contact our Customer Service Manager - [redacted] at ###-###-#### or contact us at ###-###-####.I look forward to a response.Sincerely, [redacted] Returns Manager###-###-####

[A default letter is provided here which indicates your rejection of the business's response. RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below: I did ship by my own expenses , as I told You previus, and You actually got this shipment Regards, [redacted]

To Whom It May Concern,
The customer ** *** did not fully opt out of receiving emails, he was only opted out half! Our Director of IT opted him out completely! We were not intentionally trying to spam him and apologize if he felt that we were!
Issue is considered
resolved
Sincerely,
*** ***
Finance Manager

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

The Return Label was sent on 12/9, the tracking information is *** and was email to the email address the customer provided. This label was never used by the customer and decided to use his own method to ship the units back to us. A full credit will be issued once the items are returned, tested, and deemed defective. We will email the customer with our findings

We are aware of Mr***’s alleged defective product and advised him we would be returning the product on our Fed Ex account. He was informed we would be sending an ERL (electronic return label) to him via an email from Fed Ex. We sent the label on 12/9/to this email address:
***@gmail.com To date, there has been no movement on the ERLhttps://www.fedex.com/apps/fedextrack/?tracknumbers=***972 We will replace or credit him for the return, but we require the product back first. We have made every effort to help this customer. Please contact me if you have any further questionsTell us why here

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
** ***

No refund has been issued at all

I filed complaint # *** a few weeks agoTheir reponse was:To Whom It May Concern,The customer ** *** did not fully opt out of receiving emails, he was only opted out half! Our Director of IT opted him out completely! We were not intentionally trying to spam him and apologize if he felt that we were!Issue is considered resolved.Sincerely,*** ***Finance ManagerI have received additional spam e mails since thenThe latest was at 9:06am this morning
Please stop sending me unwanted e mails

We went to work immediately, upon notification from the customer, to get this issue rectified. We do not stock the product in question, so we contacted the Fulfillment Center for advisement and resolution. We requested the *** (Removable Roof Mount Kit) be sent
directly to the customer. The mount shipped on Tuesday 8/ There unfortunately was a misunderstanding between management and the customer service department which resulted in miscommunication between the customer and the new customer service rep he was dealing with, and for that we apologize. The wording on our website was inconclusive and presumptions of what was and was not included with the portable satellite dish were made. We have corrected our website so the wording reads more concisely and the *** part in question was ordered and is on its way to the customer from the shipping warehouse. The Fed Ex tracking indicates Mr*** should receive the removable roof mount kit on 9/7: *** Please contact me if you need any further clarification or information regarding this order. We value our customers business and strive for the best possible online purchasing experienceTell us why here

[A default letter is provided here which indicates your rejection of the business's response.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:
This is not accurate I upon receveing the message called the number the within the hour with no answerI tried to call on other occasions in the following days all in business hoursWhy would someone who has called your business attempting to speak with someone dozens of times to get the issue notified and resolved and also sending emails to nearly all listed leadership not want to return a callI have amitted that my intital response wasn't the most professional of reactions, However I am the customer in this situation I like most consumers have emotions when the business that is taking my money doesn't hold up their end of the expectationsCustomer service isn't about explaining why you are not at fault it is about making the customer happy with their purchase, not thinly masking rude remarks with "professional" wordsHere is your statement (This order was placed online and paid for by *** *** collects the funds for the order at the time of the order and has no knowledge of whether the product is in stock or not Our website did not indicate the item was “in stock” Our website indicated the product “usually ships the same day” Unfortunately in this instance, the product was on order through the manufacturer and we were expecting it at any time.) if you do not feel that this is in anyway misleading or cause for a customer to be unhappy there is a fundamental breakdownWe haven't even touched the fact that your manager just took it upon herself to cancel an order without asking me if I would to cancel or any contact what so ever this tied up funds in the *** limbo for days making it difficult to find another way to buy the product else where in a the time crunch that I was onDo you regard this action as a professionalism ? I do not, this was a person who received a message that made her angry and she was determined to "show me", as the phrase goesI can continue on about the ramifications this entire situation caused, but I would be waiting my wordsThis company has showed with every interaction that their concerns lie in the appearance of professionalism and denial of any responsibility rather than the satisfaction of the consumer so I digressMy conclusions are their will not be any acceptance of wrong doing, I am expected to believe that due to lack of knowledge of how their site works, and for replying as an upset customer over a delayed order that the fault of the issue (if there was any) is myself or ***, rather than the "business" know as Solid SignalThe remaining option for a "solution" to my issue at this point is a genuine acknowledgement that there was an issue caused by Solid Signal, be it information the website, or an employee with an egoThat is all I ask.
Regards,
*** ***

Please ask him to call me and send me what he received as spam so I can forward it to my IT Dept.
Thank you!
*** ***
*** ***
***

To Whom It May Concern:Our return policy on OBO items is clearly stated on our website in our Returns and Warranties page:  http://www.solidsignal.com/p/?p=2555&d=returns-warrantiesALL customers who buy from our website as well as ANY OTHER WEBSITE should be looking at the return policy to...

make sure an item is returnable.  It does NOT have to be stated in the actual item page if the item is returnable, especially when you have thousands of parts you sell.Our policy states:Open Box ItemsSolid Signal does not offer returns on Open Box Items. All sales are final. Open Box Items have been surveyed by our technicians and found to be in perfect working condition. All parts and instructions available at the time of Open Box Item listing are included in the item packaging. Since this customer is filing a complaint after we have expressed our return policy, we will make an exception to him to return the item on an RMA.  He will be responsible for the shipping to us for his item.  He MUST contact us for an RMA # and instructions to return his item.  We will process the credit less a restocking fee of 15% for this exception if he wishes to still return his item. He may contact our Customer Service Manager - [redacted] at ###-###-#### or contact us at ###-###-####.I look forward to a response.Sincerely,[redacted]Returns Manager###-###-####

RE:   Revdex.com Case # [redacted]:   In response to Mr. [redacted]’s accusations – please see details below -   This order was placed online and paid for by [redacted].  [redacted]  collects the funds for the order at the time of the order and has no knowledge of whether the product is in...

stock or not.  Our website did not indicate the item was “in stock”.  Our website indicated the product “usually ships the same day”.    Unfortunately in this instance, the product was on order through the manufacturer and we were expecting it at any time.   We advised the customer via an email the next morning that there would be a slight delay.   A few hours later we received this response from the customer: OK!!!!! SO ARE YOU GOING TO REFUND MY 1 DAY SHIPPING I PAID FOR ? I WOULDN'T CALL 4X THE LENGTH OF ORIGINAL DELIVERY A SLIGHT DELAY. I AM VERY UNHAPPY.   Our response to the customer:   Dear [redacted],   Thank you for your reply. Solid Signal carries over 20,000 items and ships from various warehouses and manufacturers. We do our best to keep everything on hand. When an item is on backorder or has been discontinued, we notify our customers immediately. If you would like us to change your shipment to Ground, we can do so, and I can refund your Next Day charges. If you would like us to ship it Next Day when it arrives, the charges would remain the same. We apologize that we do not have this item, and are waiting for it to arrive from the manufacturer.   Kind Regards,   We have been nothing but professional to this customer and in turn he has been less than understanding.  Our Director of Operations, [redacted], has attempted to reach him and he has yet to return her phone messages.  The order has been cancelled and that has been explained to the customer. Tell us why here...

[A default letter is provided here which indicates your rejection of the business's response. 
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
I did ship by my own expenses , as I told You previus, and You actually got this shipment
Regards,
[redacted]

This issue is now resolved!  It takes a really long time for paypal refunds when they are over 60 days.A credit has been issued and cleared per Paypal today.[redacted]

To Whom It May Concern:This customer has been working with us since March, 2014 - so 6 months after the fact, the customer and my Customer Service Manager [redacted] have been discussing his product that he chose to buy online, knowing the the one he really wanted was NOT AVAILABLE at that time!  It...

wasn't even in production with the manufacturer.  He chose to use Paypal as his payment method for buying the [redacted] kit he wanted.  [redacted] did explain to him that when and IF the unit he wanted would be available as an upgrade that he would be able to return it - EVEN THOUGH OUR RETURN POLICY IS A 30 DAY POLICY - and that he MUST return the product back like-new and in re-sellable condition.  We also explained that he didn't have to disassemble the entire kit and only return what he was going to get with the new kit - after he purchased it.  We explained to [redacted] that he must buy the upgrade kit, contact us for an RMA to return only the items he needed to replace with his old kit.  We would then take the parts he returned, and make a kit complete!  He did not establish good faith when he returned a unit back incomplete/old/without packaging/and completely used for approx. 6 months!  He returned the unit and we explained that we would charge a 30% restocking fee to replace the un-sellable parts that he returned.  He responded saying he wanted the item back and he would use the kit in another location of his or sell it on ebay....see email trail below:[redacted]
[redacted]
[redacted]
[redacted]
 
Send it back to ;me
then. 
 
I will use it in another
location or sell it on ebay. 
 
 
 
On Tuesday, September 23,
2014 7:19 PM, [redacted]
 
Hi [redacted],
 
We have received the return,
but this did NOT come back in like new condition and cannot be re-sold as
new.  Because of the scuffed up mounting for the antenna,  ALL the
missing inserts and instructions and the yellowed internal antenna this cannot
be re-sold without replacing the indoor antenna.  This was not our
agreement.  I bent the rules for you as you know.
 
I am not sure what can be
done with the missing instructions – I am hoping [redacted] can help us.  A
30% re-stocking will be applied to your credit so we can make the existing kit
re-sellable.
 
A new order will need to be
processed.  You may place it online or you can call ME, but  I need
to make sure the replacement order goes out without the cables you retained
before we credit ANYTHING.
 
Regards,
[redacted]
Customer Service Supervisor
Signal Group, LLC
[redacted]
[redacted]
Check Out
Our Daily Deals!
###-###-####
[redacted]
 
 
 
[redacted]
[redacted]
[redacted]
[redacted]
 
[redacted],
 
The return should be getting
there today. If you haven't gotten it already. 
I really need to get the
other one ASAP. I will pay expedited shipping I am loosing business because
calls aren't going through. 
 
Thanks,
[redacted]
 
 
On Wednesday, September 17,
2014 8:14 AM, [redacted]
 
We are sorry your recent purchase did not work out as anticipated.
Below please find the return authorization you requested for the
[redacted] booster kit from order [redacted].  It is understood that the kit will
be coming back with out the 2 legths of 30 foot coax cables.  The cables
from the replacement kit will be married to this returnand returned to stock
for re-selling as new.  Should you have any further questions or concerns,
please contact us.
 
You will be given a credit once we have received your
product.  Please allow 5-8 business days after we have received your
package to credit your account.
 
Please write the RMA number below only on a piece of paper,
and place the number on the outside of your return packaging.
 
Please make sure there is NO
writing on the box.
All goods must be disassembled to its
original state.
All loose hardware, nuts, bolts must be
put into a sealable bag.
 
A restocking fee of up to 25% WILL be applied if all
the original packaging is not included with the item. Please ship the item back
to us, as it was shipped to you.
 
Please make sure you
use the RMA below within the next 7 business
days!                                     �...⇄ /> (cut)
[redacted]
RMA# [redacted]
[redacted]
Send package to the following shipping
address:
 
The Signal Group, LLC.
[redacted]
[redacted]  [redacted]
###-###-####                                  ...⇄ />                                         ...⇄ /> [redacted]
Please note that postage is not paid for by Solid Signal. 
You are responsible for shipping charges back to our facility, carrier of your
choice.  Should a unit require testing, please allow us 2-3 weeks to test
the item.
 
Again, we thank you for your business, and are sorry this did not
work for you!We explained it would be sent back to him and he wanted a full refund and then started discussing false advertising on our site.  We have been in business for 12 years and will not tolerate a customer's ignorance because he couldn't get his way.  Our return policy is clearly stated on our website and does NOT need to be reiterated.  Every customer who purchases ANYTHING online should be looking at a return policy on the products they wish to purchase.  PERIOD!I will NOT consider it the cost of doing business or a marketing expense because he chose to not follow the rules.  We bent backwards for him and made an exception we should have never done in the first place.The item was credited yesterday for $244.99 via Paypal yesterday.  Original shipping charges were NOT refunded per our return policy.  No further credit is necessary!Any further questions, please contact me directly at ###-###-####.  This case is considered closed and the customer will be blocked from our company.Regards,[redacted]Finance/Returns ManagerThe Signal Group, LLC.###-###-####.