1. Shop NBC should have allowed me to return the camera the first day I called to report that I had not ordered a $200 camera and to remove the charge from my credit card
2. If doing so was clearly against their policy, the fact that I stated I did not order the camera, did not need it and did not want it, should have made my situation an exception by allowing me to return the camera immediately
3. I can only surmise that Shop NBC did not communicate with Viscom to insure that they were sending the return kit to the p.O. Box and not the address Viscom had on file. It was Shop NBC's responsibility to ensure that Viscom was shipping the return kit to the correct address since they (not me) made the arrangements to have the return kit sent out. There was no reason for me to assume that Shop NBC failed to verify the p.O. Box number with Viscom, since it had been verified with Shop NBC each time (numerous times) I called wondering why I hadn't received it. If Shop NBC wasn't aware that Viscom would ship the return kit to the street address that the camera was sent to, why was I expected to be aware? Whomever ordered the camera with my credit card, did so through Shop NBC, not through the direct vendor Viscom.
4. It is Shop NBC's responsibility to know Viscom's return policy deadline, not mine. If Shop NBC felt it was my responsibility, then it was their responsibility to inform me that me have a time frame that must be met with regards to returns. Customers are required to contact Shop NBC regarding returns and therefore have no contact with Viscom until they receive the preprinted return kit labels listing Viscoms address.
5. Remember, I wasn't permitted to return it to the address listed on the box when it arrived. At no time did Shop NBC ever mention a deadline to me. Had they chosen to do so, I had no control over the fact that they failed to insure that the return kit was being mailed to my p.O. Box and not the home address. I only check the mail at the home address once every month or two, and that is to remove all those flier and grocery store inserts. I never receive mail at the home address, which is why I had no reason to expect a package. All of my mail arrives via the U.S. Post office where I know it is safe and the boxes won't be tampered with or vandalized. Therefore, it was Shop NBC's responsibility to inform me that we were dealing with a deadline.
6. Since there was a deadline and I can fairly assume that Shop NBC knew about it, then upon requesting Viscom to send me a return kit, they should have made arrangements with Viscom to extend their deadline for package returns. Of course to do so, Shop NBC would have to be accountable for their incompetence. If Shop NBC did indeed give Viscom the P. O Box to mail the return kit and Viscom errored and sent it to the home address, then I'm not sure who is responsible. I can only surmise, based on the treatment I've received from Shop NBC, that Shop NBC failed to verify the address the return kit was being sent too and didn't consider the matter fully, which is why I'm going through this now.
7. I did everything within my power to return the camera. I called as soon as I received it. I informed Shop NBC of the matter. I cancelled my credit card to avoid someone placing any further charges on the card. I continually interrupted my work placing calls numerous calls to Shop NBC and Viscom trying to resolve this matter. I spent a lot of time on the phone with both companies.
8. Once I informed SHOP NBC of Viscom's deadline, they acted as if they knew nothing of it and feigned surprise. They told me that I needed to address it with Viscom, which left me to wonder whether they were even aware that there was a time frame that the product had to be returned or were they aware and unwilling to accept responsibility for their error?
9. Having made numerous calls to Shop NBC asking about the arrival of the return kit, it is not my fault that they never once bothered to inform me that it would be sent to your home. For this reason, they never should have verified over and over again with me, that the return kit would arrive to my p.O. Box.
10. Weeks later after numerous phone calls, no matter whom I spoke with at either company, I was treated as if they were deaf. No matter how much I stated that it wasn't my creation, nor my fault that a deadline was missed, they continued to talk right over me and would ask when I planned to send in the payment.
This reminds me of my girlfriend who had her identity stolen, for she experienced worst treatment than this. When offered Shop NBC the phone number to the post office where the camera was located, it was ignored. I was finally forced to retrieve the camera after it sat at the post office for months.in responding to my 20th notice to pick up the camera I had ackage I sent that was returned, I was informed that it was about to be sent to the dead letter warehouse where it would be auctioned off.
Ann
Atlanta, Georgia
U.S.A.
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