10aug12
Chat and Vision sent me the wrong product. The item I ordered, a Jabra hands-free headset, costing $99.99. They sent a similar item which costs $65.00 and charged me $99.99. According to Jabra they are similar products, but definitely two different products, supported by two different divisions of Jabra.
I have never had such a difficult time communicating with an on-line vendor, and can’t believe that Chat and Vision is a Microsoft-Skype business partner which needs to review its customer service policies with an eye toward serving its customers.
During the course of my interaction with Chat and Vision, which is available through e-mail only, I have:
1. Had to provide photos of my order, the packing slip, and the item box label.
2. Been told that the item I received was the same as the item I ordered, which according to Jabra is untrue.
3. Been told that prices change all the time on the Internet, and that being charged $99.99 for a $65.00 item was my problem for ordering at the wrong time.
4. Been asked for a screen shot of where I saw the less expensive product listed for the amount I quote. I sent two screen shots, one from Dell and one from Amazon.
5. Contact my credit card company which reversed the Chat and Vision charge of $99.99.
6. Finally given an Internet link and password where I could effect a return, but told that the shipping cost had to be paid by me.
7. Contact Chat and Vision yet one more time to obtain an address for the return since such was not provided on the Internet site.
8. After contacting someone at Microsoft by phone yesterday who then contacted someone at Chat and Vision I did receive the following response this morning:
Dear Gene,
We are writing in reference to the item you have received.
We are aware of your case information and our quality assurance team is already reviewing it for quality assurance purposes. Management takes great measures to ensure service is kept to our usual optimal standards; hence this matter is being treated with high priority.
As gesture of goodwill and to rectify the case amicably, our relevant team has agreed to offer you a partial refund of 30 USD should you wish to keep the item instead.
Otherwise, we are open to accept your return for refund/replacement and a collection of the parcel will provided.
We hope the above arrangement is acceptable. Do let us know if otherwise.
Our apologies for any inconvenience caused, and we look forward to hearing from you soon.
Sincerely,
Gupi
Customer Care Group Manager
ChatandVision Ltd
"Skype's Global Merchant Partner"
9. I mailed the item back to Chat and Vision yesterday, at my cost. I have asked them to reimburse me for the shipping. We’ll see what happens.
I don’t think that a company which interacts with its customers in this fashion should be the preferred vendor (partner) for any company. When I originally researched obtaining a hands free headset, I decided that I would buy the product through Skype to ensure that I obtained a product that worked with their system. Chat and Vision is prominently displayed on the Skype site as the featured retailer which indicated to me that they would be the most responsible and above board retailer – not true.
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