ComplaintsforImagewise

• Initial Complaint

  05/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of transaction - On 04/24/2024 I placed an order on merchandiser's website for a ***** **** ****** Amount paid: $ 393.62 Business committed to sell and to send me a new ***** **** ****** (Price included delivery charge) Nature of dispute: Part never was sent to us. Money were charged and never refunded, even after multiple reminding. 04/25/2024 I received a call from Richard ******** who informed me that they are out of this part and offered to repair our old part if we'll send it to them. The offered for the repair price was EQUAL to the cost of NEW part. After discussion with my technician, I refused and we agreed with R. ******** that company will cancel the order and will refund the money back to the account. It never happened. R. ******** just stopped answering. I reached customer support using online listed e-mail, and got an answer from Tom ******, who assured me that refund was processed. And it was again a lie. Refund never was processed. Whether or not business tried to resolve the issue: Since 04/25/2024 it is still no evidence of an attempt to refund money back. order *******  No advertising involved

  Business response

  05/09/2024

  After a lengthy discussion with ****** (Customer), we have all agreed that this was an unfortunate misunderstanding. One of our Product Managers was under the impression she was waiting on the customer to send a fuser for repair,causing the delay.

  On May 1, 2024, I called and spoke with ****** to clarify her wishes to keep the order open. She stated the product was no longer needed. I initiated a ****** refund on May 1, 2024. I emailed the ****** Confirmation (Attached) to ****** and informed her that ****** issues eChecks for refunds and it would take 7 Business Days. This is a ****** policy. After we received notice of this BBB Dispute on May 8, 2024, I again spoke with the customer, to assure her that the ****** refund was processing and to ask her about her strong comments in the dispute. We both agreed this was an unfortunate misunderstanding, and once she confirmed the refund was processed, she would recant this dispute. I told her, like their business, we are a small business too and always strive to provide the best service with the resources available. I told her we want the opportunity to show her and continue to work with their company. ****** seems to be a fair person with integrity, I only hope she honors her word and recants after the refund confirmation.  Please do not let this misunderstanding hurt our online reputation. I am available for any questions.

  Customer response

  05/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

  (1) I disagree that it was misunderstanding. As I told originally, on April 25 I was very clear told to Richard ******** that we will not send a fuser to repair it. We found another - local co, and with way cheaper price. (I'm in business over 20 years and I know how to say "No").
  
  (2) Tom reported that "we agreed" - No, he tried to convince me not to escalate the case, and I disagreed. I always told: in a day when I'll get refund, I'll close the case. But that is it. 
  
  (3) I spend unrealistic time trying to resolve the situation, talking with ****** support and so on. The refund still exist ONLY on Tom's papers. Nobody seeing it in form of transaction (at least, transaction on hold or so on).
  
  (4) I'm extremally unhappy with actions of the owner, who instead of completing the refund creating more and more excuses.

  Please see screen pintout from the account - no any refund exist.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,

  ****** *********
  
  
   

  
  

  Business response

  06/05/2024

  6/5/2024
  
  Folks,
  
  Please reconnected with ******, at this point I have had several positive conversations with ****** about this misunderstanding.  She confirmed on May 15, 2024 email that she has received a full refund.  Attached is her email confirmation and screen shots of ****** confirmation of the refund issued.  We both agreed that this was a terrible misunderstand which should not have happened.  Additionally, I told her to call me direct on her next order so we can apply a discount for all of her frustration and earn her business back.  At this point I am not sure what we could accomplish at mediation.  Please advise.  Tom

  Customer response

  06/27/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   Complaint ID: ********
  
  Thank you for your help.
  The problem is resolved now.
  
  Best regards,
  ****** *********  
  

  
  

  
  

• Initial Complaint

  02/21/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a hard drive original manufacturer not compatible on 2/12/24 from **********.com which was shipped defective. I have tried multiple times to contact them via email, live chat, and phone with no response. I have been on the line with the company for over an hour and no one seems to answer. The site boasts there BBB ratings as A+ which I took as a viable source to use to order my product from, but am extremely disappointed in the lack of communication and service from their company.

  Business response

  03/25/2024

  Our Product Manager did offer this customer support.  She listed in the service ticket notes that the issue was not the Hard Drive product we sold, but that the customer was not a Canon technician certified to work on the product and the issue was the custom could not install the firmware properly.  Our online terms and conditions specify to maintain the warranty parts must be installed by a certified technician.
  
  Not wanting to waste anymore time on 2/23/24 this Product Manager offered the customer an RMA to return the product.  She emailed the customer a FedEx shipping return label (Tracking# 775294839400) with instructions that once the product was returned a full refund would be issued. As of 3/20/24 the product has still not been returned.  Also there is no such thing as an OEM Hard Drive, Canon does not manufacture hard drives.  Additionally, we do not offer technical support, we expect customers have there own technicians

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩