United Scope LLC

Hi, We offered sending missing parts and the customer didn't like to do thatWe never do call tag for any customersWe can offer a return shipping labelPlease let us know if it's accepted by the customerThanks, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find it satisfactory to me My only remaining issue is that the business took so long to respond to me personally, and ultimately only did so after I involved the Revdex.comI would have preferred that amscope would have simply responded to my prior communications in as timely a manner as they did once I had the Revdex.com involved in my behalfI found their lack of prompt response to be frustrating and unprofessional.It is worth noting, however, that the microscope they sent me IS of superb qualityI am very much impressed with their product, if not so much by their lack of timely customer service Regards, [redacted] ***

Hello,Thank you for your offer to resolve this via a refund, however, we did not agree to just a full refund--there were contingenciesPlease confirm that you agree to the terms outlined in my reply.1) Refund for the price paid for the unit if all packing materials are returned with itor2) Refund for the price paid minus a restocking fee if not all packing materials are present in the returned shipment.Best regards, [redacted] **

Hi, I checked the order details and we only charged $which included $shipping chargeWe have no idea where the $came fromI suggest the customer check the currencyIf the currency is Canadian dollars, the amount should be higher than its in USD For shipping, we wanted to expedite it since DHL will take about days and UPS Saver only takes one dayWe don't know why the shipment was delayed so much but it's out of our control Please see attached document for the order details and payment information

Hi ***, Recently we have received a Revdex.com case and have looked through the purchase and email history as well as have spoken to the customer service representatives who have served you We do apologize for the inconvenienceWe have further looked into your case and will accept your return request Please follow the instructions below to return the items Please pack the items carefully as they were shippedReturn the items to our service center in California Return address: RMA number is: RMN- [redacted] United Scope LLC [redacted] Rd, # Irvine, CA [redacted] United States Kindly have the return shipped out within weeks of receiving this emailA return tracking number will help us expedite the return refund process Please be aware that you need to pay for the return shipping costIf there are any parts missing we will charge a restocking feePlease also write the RMA number outside of the shipping box The RMA number is: RMN- [redacted] The returned items will be checked by our technician and the refund will be issued afterwards We appreciate your business Senior Customer Service Manager United Scope / [redacted] Style Definitions */

Hello Revdex.com & Ms [redacted] ,Thank you for your inquiryMy name is ***, and I am an AmScope.com Account ManagerI'd like to take the time to respond to Ms [redacted] ' claim.Upon calling to speak with our representative [redacted] to inform us that there was an issue with her order, Ms [redacted] was advised that we would assist with the exchange of the defective microscope delivered on order # [redacted] (unit of M158C-E5) by providing a prepaid return label to her to use to ship the item back at our expense, but that we had to follow our standard policy for returns/exchanges of defective itemsOur standard policy is that an RMA request must be filed digitally via email or our website, and the item received by us for inspection before a new item can be mailed outMs [redacted] informed our representative that she did not have access to the internet, and was unable to do soThis also meant that she was unable to receive email, so we could not issue her an immediate return label to print and send the unit back, as per our policyAs a concession, our representative [redacted] assisted by orchestrating our shipping department to print a return label and mail it to her via the postal service, which delayed the return of her microscope further, as we had to wait for the return label to travel from [redacted] , CA to [redacted] **, and then the unit to be sent back to us for inspection.Ms [redacted] had not informed us that the unit she received was the incorrect model--she only advised that it was damaged/defective, and we immediately took actions to resolve the unitI do apologize that the time frame this was resolved in was unsatisfactory to Ms [redacted] , however, many delays were inevitable since we were informed by Ms [redacted] that she did not have internet access and needed a label mailed to her, and we cannot send a new microscope out without having the first one back for inspection by our microscopy specialistsWe happily obliged to work within this limitation.Should we have been advised that the unit was thought to be the incorrect unit, our course of action would have been the same--issue a return label, receive the unit back, and send out a tested unit of the correct model numberUntil the unit arrives to us for inspection, I cannot say whether she genuinely received the wrong model or notWe typically request a quick cell phone snap shot of the item received if we are told it is the wrong unit than what our customers order, however, we did not push this issue since we were both not advised of the model number being incorrect, as well as Ms [redacted] reporting that she did not have internet access (and thus, would not be able to email us the photo in the first place)We would never ask her to take a photo, have it developed, and mail it to us, as that would take far too long and cause far too much hassle for Ms [redacted] .Currently, the microscope on order # [redacted] is in transit back to us via our prepaid return label issued to Ms [redacted] , and should arrive between 2/25-2/if all goes wellMs [redacted] has contacted us (again, via phone) requesting a refund of her microscope order instead of an exchange, which [redacted] has agreed to, as of 2/We will test and inspect the unit upon arrival, and if Ms [redacted] still desires her refund, we will be happy to oblige once we have verified that all components were returned with the microscope, and that the unit was truly defective or the incorrect modelI would be happy to provide pictures of both her order with a packing list and pictures of the item returned for verification if the Revdex.com or Ms [redacted] should prefer.As far as to claims that our free shipping program is fraudulent, we make every effort to have transparency with our programOur return policies and shipping policies are clearly stated on our website, should any customers wish to review them prior to placing an order (which, essentially, forms a seller-buyer agreement that the buyer [Ms [redacted] ] abides by the terms and conditions for sale set by the seller [AmScope.com].) We state that we offer free UPS Ground services to the contiguous United States onlyHawaii, Alaska, and U.Sterritories (Puerto Rico, Guam, etc.) are not covered, as they A) cannot be delivered to via UPS Ground services, and B) are far too costly to ship by the next most economic optionMs [redacted] order was shipped to [redacted] **, and we never presented that she would receive free shipping servicesIn fact, on order # [redacted] , Ms [redacted] selected UPS 2nd Day Air--an expedited shipping service at a cost of $Ms [redacted] selected this of her own accord when speaking with my representative [redacted] (who originally helped her place her order over the phone).In regards to our return policies, no shipping is truly freeWhen we offer free UPS Ground, we pay the cost of the item's transit to the customer's locationGenerally, for a non-defective return, the customer is responsible for return shipping to us, as well as our deduction of the original shipping costs we paid to UPS to ship the product to the customerShipping is nonrefundable, as the service has been rendered once the package is dropped off, so since we cannot recoup our expenses from UPS, we do so from the customer's refundHowever, this point is absolutely moot--we did not pay for shipping on this order, as Ms [redacted] did at the time of ordering with expedited shipping.In the event an item is indeed defective or the wrong item was sent, which is determined solely from either pictures emailed to us, or physical inspection of the unit on site at our facilities,, we assume full responsibility for the mistake, including refunding in full and covering return shipping from the customer back to our facilities.In this specific situation, this brings us to a small issueIf the unit is received back here, and is neither defective, nor the wrong model (which I will be happy to verify with pictures of myself inspecting the unit upon its arrival), then we have paid return shipping for a non defective order, and will issue a refund to Ms [redacted] minus our cost of the return label she used to send the unit back, which will not include her original shipping costsWe will not assess any restocking fees.If the unit is indeed defective or is the wrong model, we will refund Ms [redacted] without a deduction for the return label, inclusive of her original shipping costs, as the mistake will be our responsibility to correct.We will not, however, be issuing Ms [redacted] a refund prior to inspecting the unit, as per her latest request with us.If Ms [redacted] or the Revdex.com have any questions pending our next response to this complaint with the results of the inspection of Ms [redacted] returned package, please feel free to replyWe will be limiting our conversation to the Revdex.com claim to ensure all actions are properly documented.We feel our response is fair and reasonable, and regret that the customer has lost valuable time in her programWe are looking to resolve this as quickly as possible.Thank you, [redacted] **

I have researched this issue and I would like to sincerely apologize to MrsZWe had received the defective item as claimed, we repaired it and it was scheduled to be deliveredHowever, at about that same time we had moved our office and warehouse to a new locationssubsequently the package was misplaced and never sentIt is always our primary concern to take care of our customers, it is also important to recognize when we are at fault.I am following up myself to make sure you receive your replacement, for your inconvenience we have also included a PS25P a prepared glass slides as well as a dust cloth for the scope.We hope you have a great Holiday, and thank you for your consideration and understanding.***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , 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.Please note I made several attempts via e-mail to reach the business and also left voice messages with co-workers who stated [redacted] (the person/associate who I was corresponding) was out to lunch I was not informed [redacted] was out for personal reasons as [redacted] claims I'm not saying [redacted] is incorrect, I'm just sharing what his co-workers told me when I called I have the e-mails I sent as follow up to get a response If the Revdex.com needs those e-mails to verify my claim, I'm happy to forward them Thank you Revdex.com for your help and I do hope this situation is resolved Regards, [redacted]

I have returned the item to the vendor whom has maintained communication outside of your services since this complaint was closedThe vendor has agreed to a full refund including the costs of return postageAn amicable agreement has been reached, but it is not fully resolved until the money has been refundedIf this refund does not occur I will register another complaint

Dear Revdex.com,We are currently in the process of resolving the issue with the customerA full refund is going to be processed once the customer returns the item back to usWe are providing the customer with a prepaid return shipping label.Please contact us if you need any additional information.Regards,***

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 the offer I reviewed appear below
[AmScope did send me a new camera for my microscope; however, when it arrived, it would still NOT work with my computerI spoke with the company and they asked me to send them an email asking for a full refund and they would present my request to their supervisorThe email was sent on SeptI am waiting for a response.]
Regards,
*** ***

Hello ***,This is ***I've been out of the office dealing with personal matters for a few daysI put in your refund request before I left, and am surprised to hear you say that I have neither responded, nor processed your refund, as I don't process refunds beyond getting them to accounting.I
will check with accounting as to the status of your refund, and have responded to you in a timely manner via my personal email, ***@amscope.com.I will foward the credit memo to you as soon as accounting makes it available to me, however, please be advised that you will likely see the refund on your statement before I get that to provide to you.Regards,*** **

Hello Mr*** & Revdex.com,I'd be happy to discuss the course of events leading to Mr***'s complaint about our service.Our policy to inspect and report any issues with delivered equipment provides for days from the date of receipt, in which we will take liability for the unit in its
arrived condition, and cover shipping costs round trip for replacement or repair, whichever is preferredMr*** and company ordered the microscope in question in May 2015, received it in May 2015, and did not report any issue with the microscope until March Due to the large delay in reporting the issue, we cannot ensure that the microscope was not in use for that period, in which dust may have collected, and thus, we did not agree to cover round trip shipping costs.In an attempt to resolve the issue with Mr*** and company, I advised that the period for us to cover shipping on such an issue had expired, and while that I was willing to open a warranty case in which we will inspect, repair, or replace the item for them, they would have to pay for round trip shippingOur warranty period for the microscope is five years from the date of receipt, and one year from the date of receipt for accessories such as cameras and external light sources, however, it does not cover shippingIt covers parts and labor onlyIn order to help Mr*** and company minimize their costs for shipping, rather than having them send the microscope back at the retail rates that UPS would charge them, I quoted them our negotiated rates with UPS, and created a quote, and advised that this would be cheaper than UPS retailThey agreed, paid the quote for round trip shipping from us, and we issued them a label to send the unit back to us, with instructions to send only the microscope back, not the camera or other accessories, as we did not need to inspect or repair thoseOur original label stated only to send the microscope, as did our email communication.The camera in question being missing was brought into the picture by an associate of Mr***, who stated that one of our agents (who her case had been escalated beyond him to me, per her request) authorized her to return the camera via emailI did not receive this email, and as the agent in charge of the case due to the escalation, did not authorize it, and thus, did not reply to it to advise her not to send itMy prior instructions clearly stated send only the microscope back, and that the camera and accessories could be keptI should have been more precise with my diction, as it led to confusion, but regardless, we did not expect to get the camera back, and our standard policy for items sent back to us that are not authorized is that we are not liable for those items, should they be lost or destroyed.When brought to my attention, I advised that we did not expect it back, but that we would look for it and see if we could locate it, despite not being liable for items sent without authorizationMy repair technician did not note that the camera was received in his log of items that arrived with the return, and neither him nor the agent that assisted him with the return recalled receiving the cameraTo further assist Mr*** and company, I advised that I would take our security camera footage and see if I could locate it in the package that was sent back, and if so, I would send them a new camera (accepting liability outside of our policy), but if not, they would need to purchase another one.At this point, Mr*** called us up to advise that he was going to take legal action through his organization and file a complaint to the Revdex.comI advised that I would still need to sift through the hours of footage the day their package was returned, as there is no time stamp as to exactly when it was opened, and that such actions would not speed up my investigation, as it takes time to sift through closed circuit camera footage, however that I would be happy to speak to his legal team to advise of our policies and the actions we had taken in order to help make Mr*** feel whole, as well as the Revdex.com should it arrive to thatLuckily for Mr*** and company, the footage showed that the camera was indeed erroneously sent back to us with the rest of the microscopeI agreed to expedite ship a brand new $2000+ camera to Mr*** and company, which is shipping Next Day Air as of today, to arrive tomorrow.We do apologize that Mr*** feels we have been dishonest and have acted in bad faith, however, at each turn of events, I have advised them of our policies, yet stepped outside of them in order to help them out with this issueI hope having their camera and their serviced microscope will allow them to continue their valuable research, and that in expediting the camera to them, we have made them wholeI will be providing tracking to them once my shipping department has provided those details to me.Thank you for your time, and best regards.*** *.AmScope.com Account Manager

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 only if the manager agrees to accept our return of the unit in question for full refund. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Hello,We contacted the customer and provided them with a prepaid return shipping labelThey will be returning their purchase for a refundWe will process a refund after we receive the return. Please let us know if you need any additional information.Thank you,***

Thank you for your reply Ms***.USPS delivery times are not guaranteed like UPS delivery times are, which I admit is very confusing to both our consumers and our staffA 1-Day Priority label does not necessarily guarantee 1-Day delivery, especially from over seas, regardless of what it statesYou can see that USPS reclassified the Priority label to USPS 3-Day Priority once they had scanned your package and accepted it, as seen on the USPS website tracking information pageTo verify delivery date and acceptance of the package, you can check the USPS tracking number that was on your package, at USPS.com with tracking # ***. Tracking shows your package was just delivered to us here today, and that although the preliminary shipment information was sent to USPS on Feb 12, (the date of the creation of the label by our system), the package itself was NOT accepted into USPS' shipping service until February, 20, 2016, as that was the date of the acceptance scanThis gap between Feb 12, 2016, and Feb 20, 2016, is likely explicable due to the fact that your return label was mailed to you, instead of emailed (which would not have been a possibility due to the internet situation)Any delay in regards to the item being received here for processing was completely out of our hands, and we have acted in good faith to get things done as quickly as possible with the challenges we faced.I immediately grabbed the package when it was received here on Feb 24, 2016, and inspected itHere are my notes on the inspection, and images attached as proof.Upon opening the unit, I noted the residue that was mistaken for rustIt was simply dried lubricant from the internal mechanism of the microscopeThe microscopes are assembled using lubricant and grease to ensure that all moving parts do not seize or otherwise become damaged in use over timeI have attached a photo of its appearance when it arrived to me including the lubricant on the unit, and its appearance after wiping it off using my fingerWhile I do understand that a unit should be pristine when it arrives to you, the unit was in no way usedThe lubricant can leak out due to pressure changes and temperature changes during transit (the microscopes are assembled overseas, stored here in Irvine, CA, and shipped then to our consumers). There was a note in the complaint that a lens had a crack in it or some type of debris (dirty microscope)The noted element is the pointer that is installed within all of our 10x eyepieces that our M series microscopes come withThese are a feature, and not a defect--they're intended so that you can view a sample, and if you would like to share with another individual your findings, you can put the structure of interest where the pointer is pointing, then switch offWhile interacting with the eyepiece and unwrapping it from its plastic, unfortunately, the pointer was pulled out of the unitWe can replace the eyepiece if Ms*** wants the unit back with a pointer in the eyepiece, or send back without the pointer if so desired--if, in the event, she decides to do an exchange/warranty instead of a cash refund, however, my point is that it is an included feature, not a defect of any kindI've used my mobile device to capture an image through the eyepiece to show the image quality that the unit has, which can be compared to the quality shown on our website, to see it is comparable, if not even identical.As far as the unit being the incorrect model, I found no such evidenceThe unit ordered was the M158C-E5, which is our Mseries microscope, inclusive of a MDUSB5MP digital cameraThe box itself had "M158C-E" marked on it due to the fact that all M158C-E series microscopes are essentially packages assembled by replacing the camera with a different resolution cameraM158C-Eunits, for example, will all have M158C-E marked on the outer cardboard carton, however, the "E" camera (the MD0.3MP USBcamera) is replaced with the "E1" camera (the MD1.3MP USBcamera)Your unit was supposed to be an M158C-E unit, with the lower quality "E" camera replaced by the "E5" camera, the MD5MP USBdigital cameraI did locate this in the package, still in its original wrapping. The entire packing list of this unit can be found at our website as well as our advertised image here (http://www.amscope.com/40x-1000x-biology-science-metal-glass-student-microscope...⇄ and here is the packing list of all items specific to this package: - MSeries Microscope Body- 10x Eyepiece- 25x Eyepiece- Power Adapter- AA Batteries- MD5MP USBCamera- USB Cable- Software CD- 23.2mm-30mm Camera Adapter Sleeve- 23.2mm-30.5mm Camera Adapter Sleeve- Brief Factory Manual- Password for AmScope.com Manual DatabaseI noted and located all items within the returned package, as shown in the attached images.I believe in the frustration of dealing with this issue, the M158C-E may have confused Ms*** into believing she received the totally wrong unit, when she did, in fact, receive exactly what was orderedAs a consumer myself, I completely understand this experience is not fun or pleasant, so I hope we can wrap this up quickly and peacefully.With all this said and photographed, we would like Ms*** to decide on how she would like to proceed with this, within the provided options.Option 1: We can return the unit to her for use, now that I have inspected it to be 100% functional and ready to use, or return a new unit to her that I too will inspect prior to mailing it backI will also try my best to get the return shipping label cost waived by my superior here, should Ms*** wish to have a working, functional microscope as originally orderedWe would indeed need Ms*** to cover the shipping cost to send the unit from us back to her, however. This would be our attempt to make a compromise for the leaked lubricant that was out of our control--even though the issue was easily resolved, we still apologize that you had to experience that.Option 2: If Ms*** would like to receive a refund on the unit rather than receive it or a new unit back, we will be happy to obligeWe will not charge a restocking fee for the unit, but the cost of the return shipping label to us would need to be deducted from her refund, and we cannot refund the shipping cost that was initially paid to send the unit to her, as the unit was not defective in any way, shape, or formThe refund would be for the cost of the item only, minus the return label costs. Please be advised that refunds are processed as quickly as possible, however, the day your funds clear into your account may be several days up to a week from the day we process the refund on our side, so there may still be a similar delay to option 1's shipping back to you. I just want to advise you of this up front, as I know you're on a time crunch and need a microscope quickly.Please let us know which option you would like to proceed with, and I will be happy to get that done as quickly as I can, so we may put this issue to rest, and you may move forward with your program.Best regards,*** **

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.I am not sure why customer service couldn't have resolved this the first time I called and sent an email almost month ago I really just wanted to exchange for the product I ordered.
Regards,
*** ***

Hi ***,I want to inform you that we were able to resolve this complaint with the consumer by replacing their cameraThe customer's replacement is being processed and will ship out immediately.Please let me know if you need any additional information or details pertaining to this case.Thank
you,***United Scope, LLC. dba AmScope

Hi [redacted],
Recently we have received a Revdex.com
case and have looked through the purchase and email history as well as have
spoken to the customer service representatives who have served you
We do apologize for the
inconvenienceWe have further looked into your case and
will accept your
return request
Please follow the instructions
below to return the items
Please pack the items carefully
as they were shippedReturn the items to our service center in California
Return address:
RMA number is: RMN-[redacted]
United Scope LLC
[redacted] Rd, #
Irvine, CA [redacted]
United States
Kindly have
the return shipped out within weeks of receiving this
emailA return tracking number will help us expedite the
return refund process.
Please be aware that you need to
pay for the return shipping costIf there are any parts missing we will charge
a restocking feePlease also write the RMA number outside of the shipping box
The RMA number is: RMN-[redacted]
The returned items will be
checked by our technician and the refund will be issued afterwards
We appreciate your
business.
Senior
Customer Service Manager
United Scope

Hi,
I checked the order details and we only charged $130.02 which included $45.06 shipping charge. We have no idea where the $40 came from. I suggest the customer check the currency. If the currency is Canadian dollars, the amount should be higher than its in USD.
For shipping, we wanted to...

expedite it since DHL will take about 3 days and UPS Saver only takes one day. We don't know why the shipment was delayed so much but it's out of our control.
Please see attached document for the order details and payment information.