We understand the customer's frustration, and our whole customer support team has been working diligently to assist FedEx in finding the lost cluster. There are several things that should be noted: 1. FedEx tracking shows that the package was delivered and...
left at the customer's front door on 11/15/2017. 2. We offered signature delivery on the return of the package, and the signature service was declined. 3. On 11/16/2017 at 8:13AM, the customer called and opens the conversation with "Someone has stolen our package." She informed us that she had filed a police report on the theft. She had already notified FedEx as well and opened a claim. We confirmed the shipping address, and we also notified FedEx to push an expedited investigation from our side. We wanted to ensure that the package wasn't just misdelivered. The customer requested a price on a replacement part at that point in case the one that we repaired was never found. We do not stock these, so we told her that we would find a replacement and see what her options were. 4. On 11/16/2017 at 9:05AM we followed up with the customer to let her know that we requested an expedited investigation with FedEx. 5. On 11/20/2017 at 9:11AM we followed up again with the customer to let her know that FedEx informed us that 2 employees were riding together on the truck that made the delivery, and both FedEx employees confirmed delivery to the house with a detailed description of the house. The customer told us that the description of the house was identical to the description that she gave FedEx when she opened the claim. We also told her that we had located a used replacement that we could setup for her, and she would ONLY HAVE TO PAY THE DIFFERENCE in the cost of the replacement and the repair service that we performed on the lost one. We also told her that we would do all programming to the used cluster and set the mileage to be accurate at no additional charge. The difference in price was $150, but the customer expressed disappointment in having to spend any extra money. 6. At 9:19AM , the customer calls back, and expresses more disappointment. We let her know that we understand, and this is why we are doing everything we can to help her replace the lost/stolen item. 7. Several of the customer support teammates meet after this phone call and try to come up with a resolution for the customer. We decide that we will purchase and offer a loaner cluster to her AT NOT CHARGE (FREE) to use for a couple of weeks to see if package turns up somewhere. We realize that even if it was stolen from her front porch, it is an unusable item to someone else, so hopefully the thief will abandon the package with the owner's label and paperwork still intact. We call her to offer what we think is a stellar solution, and she REFUSED the loaner cluster. She said she would file a complaint with Revdex.com and made several other threats. We reiterated that this would not cost her anything, and it would get the truck running, but she continued to refuse a cluster that was not hers to keep. 8. As a team, we cannot come up with another option outside of loaning her a cluster to give some time to see if this package is found, or selling her a cluster that we do all programming and setup of for only the additional cost of the cluster (additional $150). 9. 11/21/2017: Customer called and told us that she has now contacted the "Attorney General" about us and FedEx. She also accused us of being involved in a scam with FedEx where we "split the money" on the lost packages. (Recall note #3 where the opening conversation was that the package had been stolen). She then asked if the $150 had been charged to her card for the replacement cluster yet. We explained that NO ADDITIONAL CHARGES had been processed. We followed up as a team to review all phone calls with the customer to see what we could have done better, and it is my opinion that we handled every phone call with the highest level of professionalism and empathy as possible. We were berated with harsh words (that will be deleted if typed here), and constantly accused of being in a scam with FedEx, etc., but each associate from [redacted] was courteous because we understand the frustration that she is dealing with. 10. Conclusion: Part of our mission statement is to "always honor our customers' best interests." We have lived that value unwaveringly with this customer. We are now in a position where the customer has requested us to proceed with purchasing a replacement cluster, but has also formally disputed that amount, filed a complaint here, and contacted the "Attorney General." This has FORCED us to take the position of not charging her card the disputed $150, and hoping for the best (that police retrieve the stolen package based on the police report that she filed the day of delivery). We sincerely hope that the local police, Revdex.com, and Attorney General are able to assist with the replacement of the lost/stolen package. We have tried our best to offer several resolutions that would have resulted in an operable vehicle at the lowest possible cost at the expense of it even being a loss to our company financially.
I would like to remove and drop my complaint number [redacted] against Circuit Board Medics. We have chosen to directly work with one another to an agreeable resolution rather than through Revdex.com.Thank you for your assistance!All Best,[redacted]
We understand the customer's frustration, and our whole customer support team has been working diligently to assist FedEx in finding the lost cluster. There are several things that should be noted: 1. FedEx tracking shows that the package was delivered and...
left at the customer's front door on 11/15/2017. 2. We offered signature delivery on the return of the package, and the signature service was declined. 3. On 11/16/2017 at 8:13AM, the customer called and opens the conversation with "Someone has stolen our package." She informed us that she had filed a police report on the theft. She had already notified FedEx as well and opened a claim. We confirmed the shipping address, and we also notified FedEx to push an expedited investigation from our side. We wanted to ensure that the package wasn't just misdelivered. The customer requested a price on a replacement part at that point in case the one that we repaired was never found. We do not stock these, so we told her that we would find a replacement and see what her options were. 4. On 11/16/2017 at 9:05AM we followed up with the customer to let her know that we requested an expedited investigation with FedEx. 5. On 11/20/2017 at 9:11AM we followed up again with the customer to let her know that FedEx informed us that 2 employees were riding together on the truck that made the delivery, and both FedEx employees confirmed delivery to the house with a detailed description of the house. The customer told us that the description of the house was identical to the description that she gave FedEx when she opened the claim. We also told her that we had located a used replacement that we could setup for her, and she would ONLY HAVE TO PAY THE DIFFERENCE in the cost of the replacement and the repair service that we performed on the lost one. We also told her that we would do all programming to the used cluster and set the mileage to be accurate at no additional charge. The difference in price was $150, but the customer expressed disappointment in having to spend any extra money. 6. At 9:19AM , the customer calls back, and expresses more disappointment. We let her know that we understand, and this is why we are doing everything we can to help her replace the lost/stolen item. 7. Several of the customer support teammates meet after this phone call and try to come up with a resolution for the customer. We decide that we will purchase and offer a loaner cluster to her AT NOT CHARGE (FREE) to use for a couple of weeks to see if package turns up somewhere. We realize that even if it was stolen from her front porch, it is an unusable item to someone else, so hopefully the thief will abandon the package with the owner's label and paperwork still intact. We call her to offer what we think is a stellar solution, and she REFUSED the loaner cluster. She said she would file a complaint with Revdex.com and made several other threats. We reiterated that this would not cost her anything, and it would get the truck running, but she continued to refuse a cluster that was not hers to keep. 8. As a team, we cannot come up with another option outside of loaning her a cluster to give some time to see if this package is found, or selling her a cluster that we do all programming and setup of for only the additional cost of the cluster (additional $150). 9. 11/21/2017: Customer called and told us that she has now contacted the "Attorney General" about us and FedEx. She also accused us of being involved in a scam with FedEx where we "split the money" on the lost packages. (Recall note #3 where the opening conversation was that the package had been stolen). She then asked if the $150 had been charged to her card for the replacement cluster yet. We explained that NO ADDITIONAL CHARGES had been processed. We followed up as a team to review all phone calls with the customer to see what we could have done better, and it is my opinion that we handled every phone call with the highest level of professionalism and empathy as possible. We were berated with harsh words (that will be deleted if typed here), and constantly accused of being in a scam with FedEx, etc., but each associate from [redacted] was courteous because we understand the frustration that she is dealing with. 10. Conclusion: Part of our mission statement is to "always honor our customers' best interests." We have lived that value unwaveringly with this customer. We are now in a position where the customer has requested us to proceed with purchasing a replacement cluster, but has also formally disputed that amount, filed a complaint here, and contacted the "Attorney General." This has FORCED us to take the position of not charging her card the disputed $150, and hoping for the best (that police retrieve the stolen package based on the police report that she filed the day of delivery). We sincerely hope that the local police, Revdex.com, and Attorney General are able to assist with the replacement of the lost/stolen package. We have tried our best to offer several resolutions that would have resulted in an operable vehicle at the lowest possible cost at the expense of it even being a loss to our company financially.
I would like to remove and drop my complaint number [redacted] against Circuit Board Medics. We have chosen to directly work with one another to an agreeable resolution rather than through Revdex.com.Thank you for your assistance!All Best,[redacted]