Dear Sir or Madam: Please help! Below is a copy of a letter I sent to Etronics. Please read and let me know if there is anything you or I can do to help with the following situation:
Addressed to Etronics: I am not sure if you, the Customer Service Manager will receive this letter? But I sincerely hope so. I am writing you because I am concerned about a transaction that I am having with your company there at Etronics. I attempted two times via telephone calls and letters to get help from the Maspeth office but no response from them what so ever.
So now I am trying to contact the Essex office for help. I have spoken with at least two of your telephone customer service representatives (Maspeth office) and I have not been able to get any answers to my questions. And no matter how patient or nice I am with your representatives, these two particular representatives have always been rude, evasive and unresponsive to my questions. One of the representatives who treated me in such a manner was a woman representative by the name of Tamico (I apologize for my spelling). Tamico was the one who gave me a return authorization number. Although I succeeded in getting an RA, she was short with me, disrespectful and impolite to me. The other customer service representative who treated me in such a manner was a male. I asked for his name but he refused to give it to me. I asked for the manager's name and fax number and the representative refused to provide me that information also. Nonetheless, after some persistence, he said the manager's name was Robert C. Carlo.
I want to believe that Robert C. Carlo is the manager, but because of the way I have been treated, I have my doubts.in any case, this is my concern. First, on December 12/29 my order was shipped to me. It took nearly two weeks to get my delivery, however it only took your company the very next day from the time I placed my order to take the money out of my bank account. Second, when I received my package on 01/07, I inspected it to insure all the items were there and to my disappointment an item was missing: a wireless remote control. When I called an reported the missing item, a customer service representative told me the item was out of stock and I would need to wait about 7 days to receive the remote. And there was nothing they could do until then. I was flabbergasted with this news. Nowhere on your web site did it report that the remote, part of package set was out of stock. Also I received correspondences prior to shipment from Etronics via email confirming my order and in none of those emails was there mention of an out of stock remote control. Yet, Etronics still charged me for the remote!
I lost out on a job because your company failed to deliver all the goods that it promised. Photography is my business and my equipment allows me to work. If I don't work, I don't eat. Since I lost a job because of this situation, not mention being the victim of Etronics' false advertisement on the web. I decided to return the equipment unused and in a timely manner which your company requested. So on 01/09, I paid Airborne Express to return the equipment back to you immediately, less than a couple of days. Airborne provided me with all the tracking information, and I will provide copies of all the pertinent letters for your convenience as you investigate my concerns.
On Monday, 01/12 you received my return. So I promptly called today to check the status of my return. I provide the woman and gentleman with the return authorization number that Tamico provided me. And both of them said that they could not check the status on my return using a return authorization number. This was so shocking and scary for obvious reasons: Why would your company provide an authorization number when they can't track the returns? And keep in mind I have the Airborne Express tracking information of when the items was delivered to you and the exact person who signed for it. And I am doing it from California! So when I offered to fax your representatives this tracking information, they refused it!
I was told by one of your representative that 3 to 7 days from the time you receive the return delivery that my account would be credited the purchase price of the equipment that I paid for. On Tuesday, January 20th it will be exactly 7 business days from the time you received my returned item. On that day I will check my bank account and if necessary give you call to confirm that everything was taken care of as said by your representatives.
I sincerely hope that you can put my concerns and fears to ease. I work in the Customer Service Industry and the rule in business is the customer and customer satisfaction is number one. Please help me resolve this situation because receiving legal counsel is such a hassle and in the end no one wins but the lawyers. You must have legal assistance when you own your own business.
I have provided you with copies of all my documents from you and Airborne Express for your convenience. Thank you for your patience and concern in this matter.
Sincerely,
Marty
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