On 12/29/05 I ordered 6ea. LMHP9000MICR toners at $189.95ea. To ship to my customer Hogan Financial Flower Mound, TX
On 2/9/06 I received a phone call from Morgan Headagore at Hogan Financial telling me that 3 of these toners were defective. I then called Kristina at Sercomp and was issued an RMA #35866 for the 3 defective toners. Kristina told me that she would send a call tag to Hogan Financial to have these picked up.
On 2/20/06 I sent an email to Tim Hutchins, Kristina Robinson and [email protected] to find out the status of this return. I then received a response from Elena San Migel stating that no call tag was requested (which it was requested) and they would send one out to Hogan Financial
On 3/7/06 I still hadn't received a credit so I emailed Elena to find out why the customer hasn't received a call tag yet. I told her it needs to be sent out asap.
On 3/20/06 I called Kristina at Sercomp and was told that no call tag was issued to pick the toners up. I then emailed Elena San Migel, Tim Hutchins and [email protected] to tell them that Kristina said no call tag was issued and I asked them to issue one asap.
On 3/21/06 I received an email from Kristina saying that the call tag# 1z9119379050893162 was mailed 3/21/06
On 3/28/06 I spoke with Morgan Headagore at Hogan Financial and was told that she sent the 3 toners back with the call tag.
On 3/28/06 I emailed Kristina Robinson, Tim Hutchins and [email protected] to tell them that the 3 toners have been sent back and asked if they have received them yet.
On 4/18/06 I still haven't received credit. I emailed Kristina and asked where the credit is. I got no response
On 4/24/06 I called Sercomp and spoke with Allison who told me that they received the toners and I will receive credit by next week.
On 5/3/06 I still hadn't received credit so I called Allison to get the status. She said she wasn't sure if they received it or not. I confirmed that she already told me they received it and she then said Oh yes, we did receive it and the paperwork is in the accounting office, you will receive credit within 48 hours.
On 5/17/06 I emailed Terri about the status. She replied that they don't have any proof of receipt and asked if I have a tracking number to prove it. She didn't even know if they sent an ARS label or how it was returned. I then emailed back with the tracking number and proof of receipt. Terri told me only 2 toners were returned. I confirmed that 3 toners were returned b/c the UPS box weighed 33lbs. Terri then wrote back that 2 toners could weigh 33lbs. With an oversized box and extra packaging. She said each toner weighs 12.65lbs. Each (so that would mean that almost 8 lbs. Of packaging was sent with the toners according to Terri.)
I just so happened to have 3 LMHP9000MICR toners here in a box from a previous return (under investigation as well) that they said didn't belong to them and shipped back to me. I looked on the box and it was 30lbs. With a packing slip stating 3 toners in the box. I also took one toner out of the box and weighed it 8.8lbs.
I took pictures of this and emailed to Terri on 5/18/06. I got no response.
On 5/22/06 I emailed Terri and Mike Goodman (Sercomp's owner) and told them that I need a response soon otherwise I would turn it over to a 3rd party for investigation. I never heard from anyone.
Notes:
I received credit for two toners totaling $387.40. I still need credit for the third toner at $182.45.
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