Mr. Sigman,
Summary: I am requesting a return RMA for the above phone order and a return shipping label to return the product ordered at your company's expense due to the negligent actions of your company. I further request a full and complete refund of $32.46 for the order. At present your company is refusing to give me a RMA # and send me a return label. This is unacceptable because if it was not for the negligence of your company this return would not have become necessary.
Detail:
On May 9 I hoped to do business with you by ordering a Cingular prepaid wireless cell phone via the website cingular.com. It was trouble from the get-go with countless hours being spent with dozens of your agents, most of which were in my opinion either rude, indifferent, uncaring, negligent or incompetent. I will not enclose a detail of the names in my chronology log but I am retaining them separately.
The order was fouled up in the address field on May 9 and it required my calling in to straighten that out. So the phone did not actually ship out until around May 17.
It was received May 19.
Twelve days were then wasted because when I attempted to activate the phone on or about May 20, I inadvertently scratched off the code on the user manual which entitled me to a $10 airtime credit. Without the code your agents were adamant to the point of in my opinion rude that no code # no credit. So the returns dept said that if I sent back the defective manual they would send me another one. So a RMA was generated and a return label sent. About a week was wasted getting a return label to me. On May 31 I sent back the user manual. It was received by your returns dept on June 2.
On June 3 your company performed what is in my opinion an act of negligence for which it is yet to assume responsibility.instead of sending me a new user manual with a new code good for airtime credit they sent me a new SIM card instead. Therefore the negligence of your company denied me the promised airtime credit and no one in your company offered to correct this mistake when I called them multiple times, hoping to salvage the customer relationship by getting the air time credit despite your company's negligence.in fact many of the agents were IMHO indifferent, uncaring and downright ride in my perception.
On June 8 the SIM card arrived and I attempted to activate the phone again but with no air credit code your staff refused multiple times to give me an air time credit of $10 despite the fact that it was due to your company's negligence that your company failed to send the correct manual with air time credit code out to me. At that point (June 8), I decided to return the phone before the 30 day buyers remorse period (30 day satisfaction guarantee) was over as I did no have any more time to play around with Cingular and not jeopardize my 30 day return privilege. There was no more time for any further incompetence or negligence to take place before my 30 day return window closed. So on the evening of June 8 I made multiple calls to the Cingular returns department asking for an RMA and return shipping label to ship the entire product back and get a full refund. I talked to at least 8 people last night. Almost all were rude and indifferent in my opinion.
Since it is your company's negligence and failure to perform appropriately that has resulted in my need to return the product, I now must ask you, as a legal remedy for damages done to me, to issue me an RMA and a return label so I can return the product, and a full refund. I have contacted my attorney and will be placing the credit card charge in dispute pending receipt of your RMA, return label and refund. I will also be letting everyone I know the facts of this situation so they can decide for themselves if they wish to do business with Cingular. If Cingular does grant me an RMA, a return label and a full refund I will be happy to report that fact also. I will be careful to avoid libelous statements. As you know, truth is not libel, and relating the facts as they occurred cannot be legally construed as causing any legal damage to your company.
This is certainly no way to run a business or treat paying customers. If it had been just an arbitrary decision on my part to return the phone then it might have been fair for your company to have asked me to return the equipment at my expense. As it stands, a return RMA, label and a refund is the least you can do considering the countless hours or time expense and aggravation involved due to your company's error and negligence. Thank you.
Mr. Loren jr
San Jose, California
U.S.A.
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