Viking 360

Revdex.com complaint ID ***initial response Mr K*** and Revdex.com; We received your Revdex.com complaint #***You first purchased your custom modified XBOX gaming controller on May 4th Viking helpdesk ticket # ***On June 1st, you opened a ticket with our helpdesk
(ticket # ***)After working on some troubleshooting tips with the staff, our staff replied back on June 4th that if there was a problem with the hardware, it would need to be diagnosed back at the shopStandard warranty return instructions were providedViking helpdesk ticket # ***On June 6th, you opened a ticket with our helpdesk (ticket # ***) to report a defective controller (this was a continuation of ticket # ***)All of our products are covered by a standard month warrantyYou demanded that we send you a pre-paid shipping label for the trouble of returning your controller for warranty work, but unfortunately our RMA policy is similar to other large on-line retailers such as Walmart and Newegg, which is that the customer is responsible for the shipping charges when returning a productYou were upset with needing to pay to ship the product to our shop for evaluation, and stated in the support ticket that you would quote “definitely be filing a complaint with the Revdex.com”Ultimately the product was returned to us and we received it on June 11th, Our staff replaced the modchip and modified the inner shell of the controller so that the newly installed modchip would fit well inside the shellThe modified controller with new modchip was shipped back out on June 18th, and was delivered to you by the USPS on June 22nd, After month, no more correspondence was received by the customer and so ticket *** was closedWe do not have any other correspondence on file than ticket #*** and ticket #***None of the tickets mentioned any port issues, although you Revdex.com complaint mentioned a port issueWe searched our helpdesk system using your first name, your last name, and also your e-mail addressIf you used any aliases when contacting our support team please provide those, we would be happy to look into the helpdesk system to find any other correspondence related to the issueWe want to investigate the missing correspondence and make sure that we don’t have a missing link in our helpdesk systemAll Viking modified controllers are covered by a standard month warrantyAfter month of use you reported a defective controller, shipped it to us, we repaired it, and returned it to youWe did not receive any correspondence from you after that timeWe would be happy to diagnose your troublesome controller at our shopWe’d be happy to also provide you with a pre-paid FedEx shipping label to return the controller to our shop for the diagnosisWe will diagnose, repair, or completely replace the controller as necessary to bring it back to like new and fully functioning conditionIf you would please provide more information about your port issue, we will provide this information to the technicians so they can more quickly diagnose the issue and take care of this for youWe are deeply sorry that you will have to send back your custom modified XBOX gaming controller a second time for diagnosisWe are always very happy to honor the warranty on our products and get customers back to playing their favorite games as quickly as possible

I want to know why when I wanted to re-open the claim because the business didn't hold up their end of the bargain, you CLOSED the case without any regard to the consumer after 3 days of no response from VIKING.  They sent a bogus response saying they never heard from me so they consequently didn't adhere to their agreement (with not only me but the Revdex.com too).  Now the case is magically re-open because they made a mis-leading e-mail?  I always thought you  were here for the consumer, I guess I was wrong when you already CLOSED my case!To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received, your complaint will be closed Administratively Resolved]
Revdex.com,
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

"Mrs [redacted] requested re-opening the complaint.  In her reopening, she expressed that she e-mailed our company on 10/12 asking about when she would receive a pre-paid envelope.  We did not receive any e-mail.  Our main e-mail addresses are [redacted] (our helpdesk tickets also copy to our [redacted] e-mail which we check regularly just in case customers reply to [redacted] instead of using our ticket system) as as well as [redacted] (which is normally associated with new order requests but we also check regularly in case support requests land here). We also checked our other internal corporate e-mails for all of our staff.  We checked one week before and after 10/12 and we also searched our entire IMAP e-mail server as well as our ticket system for any correspondence including the words "[redacted]", "[redacted]" and "[redacted]" which was the original e-mail address used in tickets and in our order.  We could not find any correspondence from the customer. We are sending pre-paid postage label as .PDF file to [redacted] and copying [redacted]. Please contact us if the pre-paid postage was not received."

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received, your complaint will be closed Administratively Resolved]
Revdex.com,
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Please re-open the above case against Viking Digital After we "resolved" it on 10/2 they haven't lived up to their agreement.  They were supposed to send me a pre-paid envelope for them to fix it, but didn't! I e-mailed them on 10/12 asking when I'd receive it, but no response from them.  I am very tired of playing with them and now want nothing less than a full refund. I was leery about giving them another chance, but I did. Shame on me if I do it again! Thank you!
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business' 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 [redacted] and find that this resolution is satisfactory to me.  A pre-paid Fed Ex envelope would be great. Please send it to:[redacted]
Regards,
[redacted]