I believe this may be a misunderstandingPer the manufacturer warranty, our customer will need to send her oxygen concentrator to the manufacturer for repairWhen her unit is repaired, the manufacturer will return the same, repaired, unit to our customerThere is no question as to whether her original unit will be returned to herThe loaner program that Vitality Medical has in place, which goes above and beyond the manufacturer warranty, states that Vitality Medical will loan our customer a unit while her product is being repaired by the manufacturerWe do our best to accommodate our customers by shipping the closest loaner unit we have available to what was originally orderedVitality Medical does pay for shipping the loaner unit to our customer, but she will be responsible for shipping it back to usI apologize that Laura has not replied to our customer’s recent email as she has been out of townIn the future, please feel encouraged to contact us at ###-###-#### with any concernsI hope I have been able to clear up some confusion; if not, please contact us at the phone number above for further information
This customer placed an order for an item that was on backorderWe notified him of the delay and he waited for a few weeks, then cancelled as we did not have an estimated date of when it would be availableThe process is to credit the customer in the same form as they paid as we cannot physically verify they are the same person whom placed the orderAppears our customer service representative did not see the note for the request for a check and followed our protocol and credited his card Upon the customers call about his refund, we contacted our payment processing company whom verified the funds were accepted to the card that was used to place the order The customer will need to work with their bank to make sure the funds transfer from the old card to his new card We regret the problem this has caused our customer We are confident this can be worked out with their card issuing bank Since we are unable to verify who places orders online, it is our standard to issue credit when able, back to the card used to make the purchase
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 Sincerely, [redacted]
This is in response to complaint [redacted] The customer placed his order on Nov 5th His order however was put on hold due to our fraud management system placing the order in a “High Risk” status The customer placed the order from an IP address where the billing address and shipping address zip code did not match the credit card In addition the order was being sent to a UPS store rather than a home or business The customer was sent an email on Nov 7th requesting he contact our fulfillment department so we could release his order Because the customer has a Gmail account we have found many of these emails are going to their spam folders We regret the information provided by our customer service agent was not fully correct in identifying why his order was on hold In addition the employee who appears to have not been as professional and patient with the customer has been terminated.It also appears the cs agent did not fully look at the reason for the hold We have spoken to this customer and emailed him multiple times to help him understand why there was a delay in his order We are updating our system so that the customer is phoned as well as emailed for fraud status holds This customers order has shipped and will arrive 11/22/ Brad P***President / Vitality Medical Inc.Tel800-397-x SESuite CSalt Lake City, Utah This email has been checked for viruses by Avast antivirus software.www.avast.com
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 Sincerely, [redacted]
I believe this may be a misunderstandingPer the manufacturer warranty, our customer will need to send her oxygen concentrator to the manufacturer for repairWhen her unit is repaired, the manufacturer will return the same, repaired, unit to our customerThere is no question as to whether her original unit will be returned to herThe loaner program that Vitality Medical has in place, which goes above and beyond the manufacturer warranty, states that Vitality Medical will loan our customer a unit while her product is being repaired by the manufacturerWe do our best to accommodate our customers by shipping the closest loaner unit we have available to what was originally orderedVitality Medical does pay for shipping the loaner unit to our customer, but she will be responsible for shipping it back to usI apologize that Laura has not replied to our customer’s recent email as she has been out of townIn the future, please feel encouraged to contact us at ###-###-#### with any concernsI hope I have been able to clear up some confusion; if not, please contact us at the phone number above for further information
This customer placed an order for an item that was on backorderWe notified him of the delay and he waited for a few weeks, then cancelled as we did not have an estimated date of when it would be availableThe process is to credit the customer in the same form as they paid as we cannot physically verify they are the same person whom placed the orderAppears our customer service representative did not see the note for the request for a check and followed our protocol and credited his card Upon the customers call about his refund, we contacted our payment processing company whom verified the funds were accepted to the card that was used to place the order The customer will need to work with their bank to make sure the funds transfer from the old card to his new card We regret the problem this has caused our customer We are confident this can be worked out with their card issuing bank Since we are unable to verify who places orders online, it is our standard to issue credit when able, back to the card used to make the purchase
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 Sincerely, [redacted]
This is in response to complaint [redacted] The customer placed his order on Nov 5th His order however was put on hold due to our fraud management system placing the order in a “High Risk” status The customer placed the order from an IP address where the billing address and shipping address zip code did not match the credit card In addition the order was being sent to a UPS store rather than a home or business The customer was sent an email on Nov 7th requesting he contact our fulfillment department so we could release his order Because the customer has a Gmail account we have found many of these emails are going to their spam folders We regret the information provided by our customer service agent was not fully correct in identifying why his order was on hold In addition the employee who appears to have not been as professional and patient with the customer has been terminated.It also appears the cs agent did not fully look at the reason for the hold We have spoken to this customer and emailed him multiple times to help him understand why there was a delay in his order We are updating our system so that the customer is phoned as well as emailed for fraud status holds This customers order has shipped and will arrive 11/22/ Brad P***President / Vitality Medical Inc.Tel800-397-x SESuite CSalt Lake City, Utah This email has been checked for viruses by Avast antivirus software.www.avast.com
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 Sincerely, [redacted]