1 Topic by vernon1xx

  • vernon1xx
  • Newbie
  • Offline
  • Registered: 2018-05-21
  • Posts: 1

Topic: Customer service

Hello, The customer service reply was not what I expected. I received my product damaged and contacted customer service explaining the issue. From my perspective I received an unacceptable response, with comments: 1) The damage was not reported soon enough. 2) That sort of damage can be caused by dropping a screwdriver on the product. I was then directed to use the website for exchange. The representatives name was Tim. In my opinion he was only interested in pointing out his perception of faults associated with his customers.

2 Reply by elmoret

  • elmoret
  • Filastruder
  • Offline
  • Registered: 2012-10-11
  • Posts: 6,048

Re: Customer service

Hi. This is Tim.

From our very first email, an exchange was authorized, with details on how to proceed. Regarding the first point, 4 weeks had passed since delivery, which seemed like a long time to report damage. Regarding the second point, I asked some questions about how the damage could have occurred, as it didn't seem like shipping damage. I'd like to prevent customers receiving damaged product, so getting to the bottom of how damage can occur is important.

An exchange was authorized from the very first email, and that exchange is still offered. I'm sorry you were disappointed with how things went.

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