Hello,Thanks for reaching out to speak with a manager.The issue was regarding some orders that were marked as delivered on the FedEx tracking numbers, but you didn't receive themOur support agent asked you to confirm your address so that we could send you replacements of the same items right away since it seemed the original deliveries must have gone missingI understand you successfully spoke with a manager on the phone yesterday about the issue.If you need anything else, please don't hesitate to ask us at [email protected] are always glad to help.Matthew
I have gone ahead and closed you account per your request and refunded $for removing the coupons from your balanceWith regards to avatars I am sorry you have had a bad experience because of other users, we proactively and reactively monitor this and the compliance team do take action when the rules are brokenWe are working on improving this and I have passed your feedback on regarding thisAvatar changes are no longer "live" and are moderated before being shown to any other customersWe are more than happy to work with you on a refund given your unhappinessHowever over the last months you have received items which would need to be returned
I am rejecting this response because: the photo they used to advertise and the wording showed the comforter was about 5" thick and said "super plush" and "overfilled"The comforter I received is neitherIt is about 3/4" thick even after washing and drying twice
Hello, and thanks for reaching out about thisThis customer had charges being declined by her card issuer or financial institution, not by Total TriviaThe customer initially became upset when we sent a request for explanation regarding the multiple linked accounts which appeared to originate from one deviceThis is a standard procedure when linked accounts are discoveredOur terms of use, which all customers agree to, clearly states that it is a violation of the terms to operate multiple accountsWe do not accuse customers when we issue notice, instead we ask for the customer to verify the accounts or to let us know which single account they prefer to keep We have since been in contact with the customer who agreed to try a new payment methodWe let her know we are on her side and here to helpHer account remains active on Total Trivia.You may contact me [email protected] or my supervisor [email protected]
Thanks for reaching out about this I am the customer support agent who handled this case, and I am more than happy to explain what happened Total Trivia is an online shopping site, where one has the chance to participate in trivia tournaments to win prizesThis customer, Mr [redacted] had reached out to us about a tournament he claimed to have placed first inHe sent us a screen shot of the win notification as proof At a glance it looked alright, and as his account seemed and he was an active customer I began to work out a solution for him It did appear, at first, as though the notification had been sent to him in errorI then made an issue in our internal communications channel, so we could pinpoint and fix the error Being a bit hasty, I sent a message offering him a resolution before hearing back from our programmers and app developersShortly thereafter they notified me that the screen shot he sent us was a doctored image The customer had combined an image of a tournament he had won for a different item, with the image of the tournament for the painting.We have all of his action records, can demonstrate he did not win the tournament he claims to have won, and can prove the image to be doctored We have not attempted to defraud this person in any way, in fact quite the oppositeHis requested refund for $has already been issued It was issued when the image was discovered to be fake, and his account disabled from making further purchases as is our standard protocolI had attempted to engage Mr [redacted] in a civil conversation, asking what he believed had happenedI had told him we would rather avoid making this a compliance issue His vulgar reply indicated he would not like to explain how we were sent a doctored image from his email addressTotal Trivia is willing to provide any further explanation you may need on this matterThank you for contacting us and have a wonderful day
We always check all reported issues in great detailOn previous instances when we have been able to confirm that something has occurred not as it should, we have returned coupons to this customerIn instances where no evidence has been found to verify, or suggest an issue occurred at our end we still often returned coupons following a review to try to ensure a positive experienceTo be fair to other customers we can't do this every time other wise it would be possible for unscrupulous customers to report an error whenever they lose a tournamentWith products that rely on the internet as a medium like we do sometimes issues may occur for one person when other users are not impacted.That is not to insinuate that the person reporting the error is incorrect but rather that instead of a bug or error on our end server side the error was outside of our control something like a device or connection issueIf this was for example a trivia game on a radio show, and a contestant got disconnected because of a power cut it is hard to imagine a scenario in which that would be taken in to consideration and the results altered after the event.Promotions offering more coupons for each $ spent have been very popular with many customers, we are sorry that this customer feels aggrieved by this I have passed their feedback to the marketing teamWhenever we have changed our terms all registered users are notified (we can of course prove this)The reason we responded slowly to this complaint is that this customer is part of a small group of customers who are smearing and defaming Total Trivia in multiple places across the internet including pretending to be a former employee in a glassdoor reviewWe have been evaluating our options for how to deal with this
Hello [redacted] ,We're happy to close the account if that is your wish - just email [email protected] and we can do that for you.When I spoke on the phone with you last week it seemed like everything was ok and that you understood we were trying to help get your payments workingNo payments were rejected by us, it was the financial institution who owned the prepaid card.We noticed up to duplicate accounts under a variety of names such as [redacted] 2, [redacted] 0513, [redacted] We assumed you were also the owner of these and so we contacted you to find out which account you wanted to keep open (since no user of Total Trivia is allowed more than one account).I'm sorry that the above has upset youAs I said on the phone, we are completely on your side here and we want you to be able to play Total Trivia! Your account is open, and provided you can try another payment method that works for youPayPal is usually a safe bet.As always we are available at [email protected] if you need anything and I'd be very happy to call you again if you prefer - just let us know
Dear Sir/Madam,Apologies for the slow responseThis is the first Revdex.com complaint we've ever received, and I had some difficulties figuring out how to respond.I have looked into this case, and believe the attached email conversation with [redacted] will resolve any concerns.The first email we received from [redacted] regarding this issue was April 6th, and the Revdex.com case was opened less than hours later, so it appears that this complaint was a bit prematureSince then, we have resolved the matter with ***The email log will show that: [redacted] We responded to ***'s emails in a timely fashion [redacted] has confirmed that she received the refunds in a timely fashion, even in the end saying "I owe you a HUGE apology." Please let me know if there's anything else I can do to resolve this case! Mark [redacted] VP Product, Total Trivia Inc.###-###-####[email protected]
Hello,Thanks for reaching out to speak with a manager.The issue was regarding some orders that were marked as delivered on the FedEx tracking numbers, but you didn't receive themOur support agent asked you to confirm your address so that we could send you replacements of the same items right away since it seemed the original deliveries must have gone missingI understand you successfully spoke with a manager on the phone yesterday about the issue.If you need anything else, please don't hesitate to ask us at [email protected] are always glad to help.Matthew
I have gone ahead and closed you account per your request and refunded $for removing the coupons from your balanceWith regards to avatars I am sorry you have had a bad experience because of other users, we proactively and reactively monitor this and the compliance team do take action when the rules are brokenWe are working on improving this and I have passed your feedback on regarding thisAvatar changes are no longer "live" and are moderated before being shown to any other customersWe are more than happy to work with you on a refund given your unhappinessHowever over the last months you have received items which would need to be returned
I am rejecting this response because: the photo they used to advertise and the wording showed the comforter was about 5" thick and said "super plush" and "overfilled"The comforter I received is neitherIt is about 3/4" thick even after washing and drying twice
Hello, and thanks for reaching out about thisThis customer had charges being declined by her card issuer or financial institution, not by Total TriviaThe customer initially became upset when we sent a request for explanation regarding the multiple linked accounts which appeared to originate from one deviceThis is a standard procedure when linked accounts are discoveredOur terms of use, which all customers agree to, clearly states that it is a violation of the terms to operate multiple accountsWe do not accuse customers when we issue notice, instead we ask for the customer to verify the accounts or to let us know which single account they prefer to keep We have since been in contact with the customer who agreed to try a new payment methodWe let her know we are on her side and here to helpHer account remains active on Total Trivia.You may contact me [email protected] or my supervisor [email protected]
Thanks for reaching out about this I am the customer support agent who handled this case, and I am more than happy to explain what happened Total Trivia is an online shopping site, where one has the chance to participate in trivia tournaments to win prizesThis customer, Mr [redacted] had reached out to us about a tournament he claimed to have placed first inHe sent us a screen shot of the win notification as proof At a glance it looked alright, and as his account seemed and he was an active customer I began to work out a solution for him It did appear, at first, as though the notification had been sent to him in errorI then made an issue in our internal communications channel, so we could pinpoint and fix the error Being a bit hasty, I sent a message offering him a resolution before hearing back from our programmers and app developersShortly thereafter they notified me that the screen shot he sent us was a doctored image The customer had combined an image of a tournament he had won for a different item, with the image of the tournament for the painting.We have all of his action records, can demonstrate he did not win the tournament he claims to have won, and can prove the image to be doctored We have not attempted to defraud this person in any way, in fact quite the oppositeHis requested refund for $has already been issued It was issued when the image was discovered to be fake, and his account disabled from making further purchases as is our standard protocolI had attempted to engage Mr [redacted] in a civil conversation, asking what he believed had happenedI had told him we would rather avoid making this a compliance issue His vulgar reply indicated he would not like to explain how we were sent a doctored image from his email addressTotal Trivia is willing to provide any further explanation you may need on this matterThank you for contacting us and have a wonderful day
We always check all reported issues in great detailOn previous instances when we have been able to confirm that something has occurred not as it should, we have returned coupons to this customerIn instances where no evidence has been found to verify, or suggest an issue occurred at our end we still often returned coupons following a review to try to ensure a positive experienceTo be fair to other customers we can't do this every time other wise it would be possible for unscrupulous customers to report an error whenever they lose a tournamentWith products that rely on the internet as a medium like we do sometimes issues may occur for one person when other users are not impacted.That is not to insinuate that the person reporting the error is incorrect but rather that instead of a bug or error on our end server side the error was outside of our control something like a device or connection issueIf this was for example a trivia game on a radio show, and a contestant got disconnected because of a power cut it is hard to imagine a scenario in which that would be taken in to consideration and the results altered after the event.Promotions offering more coupons for each $ spent have been very popular with many customers, we are sorry that this customer feels aggrieved by this I have passed their feedback to the marketing teamWhenever we have changed our terms all registered users are notified (we can of course prove this)The reason we responded slowly to this complaint is that this customer is part of a small group of customers who are smearing and defaming Total Trivia in multiple places across the internet including pretending to be a former employee in a glassdoor reviewWe have been evaluating our options for how to deal with this
Hello [redacted] ,We're happy to close the account if that is your wish - just email [email protected] and we can do that for you.When I spoke on the phone with you last week it seemed like everything was ok and that you understood we were trying to help get your payments workingNo payments were rejected by us, it was the financial institution who owned the prepaid card.We noticed up to duplicate accounts under a variety of names such as [redacted] 2, [redacted] 0513, [redacted] We assumed you were also the owner of these and so we contacted you to find out which account you wanted to keep open (since no user of Total Trivia is allowed more than one account).I'm sorry that the above has upset youAs I said on the phone, we are completely on your side here and we want you to be able to play Total Trivia! Your account is open, and provided you can try another payment method that works for youPayPal is usually a safe bet.As always we are available at [email protected] if you need anything and I'd be very happy to call you again if you prefer - just let us know
Dear Sir/Madam,Apologies for the slow responseThis is the first Revdex.com complaint we've ever received, and I had some difficulties figuring out how to respond.I have looked into this case, and believe the attached email conversation with [redacted] will resolve any concerns.The first email we received from [redacted] regarding this issue was April 6th, and the Revdex.com case was opened less than hours later, so it appears that this complaint was a bit prematureSince then, we have resolved the matter with ***The email log will show that: [redacted] We responded to ***'s emails in a timely fashion [redacted] has confirmed that she received the refunds in a timely fashion, even in the end saying "I owe you a HUGE apology." Please let me know if there's anything else I can do to resolve this case! Mark [redacted] VP Product, Total Trivia Inc.###-###-####[email protected]