Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/17/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started a trucking company and I had to purchase a ELD (electronic logging device) to log hours of driving. I had purchased Blue Ink Tech's products. Their products were junk and didn't work and easily fried out. I contacted them to ask for a replacement and they told us that they cannot send out a new one but to send back the other and they will test it and send it back if they do not find anything wrong with it. We they told them that we were going to return their products. They have received their products back. We sent the products back within the 30 day return policy. We have still yet seen our funds. This has been going on for over a month now. I need my funds back as I have things I need to pay with it. I keep getting the run around with them. I contacted my card company and they said that they cannot do anything and that they need to return the funds.

  Business Response

  Date: 07/28/2023

  After reviewing of our records and interviewing my team, I believe we made a sincere effort to remedy the issues this customer had with our products. When we weren’t able to resolve those issues to their satisfaction, my team offered an apology and provided return authorization and instructions. Rather than wait for us to process the return, the customer disputed the credit card transactions. This left us unable to follow our normal refund procedure and resulted in a long delay while we all waited for the bank’s decision.
  
  The customer called on 6/1 and said the ELD was working properly until maintenance was done on the truck, but afterwards they were having trouble with the ELD and the vehicle. We offered troubleshooting or an exchange, but the customer opted to return their purchases for a refund.
  
  On 6/6, we were notified that the customer disputed the credit card charges for both purchases. We had not yet received their return shipment. We received the customer’s package and processed returns from two orders on 6/9. One order was missing a component.
  
  Per our returns policy, the customer would normally have received two refunds at this point, one for each transaction. We usually process refunds the same day or next day after receiving hardware returns. Since the customer had disputed the charges, it was not possible for us to process the refunds. We answered questions from our credit card processor regarding the dispute and waited for the bank to make a decision.
  
  The customer was upset because we did not issue a timely refund for the returned hardware. We explained repeatedly that was not possible because of the open disputes.
  
  As of today, the bank has decided one of the disputes in favor of our customer and they received a refund. The second dispute is still under review and we expect a resolution by 8/25. If the bank decides in our favor, we will immediately issue a refund per our return policy.

  Customer Answer

  Date: 07/31/2023

  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.  For your reference, details of the offer I reviewed appear below.
  
  They bank has it on recording that Erin was going to get the payment reversed and credited back.

  this Was with ******* *** on the phone on her recorded line 

  Regards

  
  Michelle ******

  Business Response

  Date: 08/14/2023

  I would like to provide an update on this matter.  Today, 8/14, we received notice from our credit card processor that the bank decided the second dispute in favor of the customer.  This means the customer has now received a full refund for both transactions.  We are satisfied with the bank’s decision and believe this matter is now closed.

• Initial Complaint

  Date:09/12/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 17, 2022, I purchased an ELD device from this company for $295. Upon receiving the device in 7/21, it was found to not function. The company was notified. I was given various files to upload into device and that did. It solve the issues. On 7/27, I requested a full refund as it was well within the 30 day refund window. On 8/2 the package was sent out via usps for return. On 8/17, company was contacted regarding status; no response. On 8/27 company was contacted again regarding status; no response. On 9/1, company was contacted for a 3rd time and advised that the BBB would be contacted. I received an automated response. On 9/11, a 4th attempt to contact the company was made and this report was filed immediately following.

  Business Response

  Date: 10/06/2022

  Thank you for bringing my attention to this matter. Upon receiving notice of the customer complaint, my team and I reviewed all transactions and correspondence with the customer. We found his statement of the problem to be true.
  

  He did purchase an ELD from us on July 17, 2022, and reach out to our tech support team when he received his order on July 21. Our support team worked with the customer from July 21 through August 2 in an attempt to fix his connectivity issues.   When those issues were not resolved, the customer decided to return the ELD for a refund. We emailed him return instructions on August 2.

  The customer emailed us on August 17 and again on August 27 to ask about the status of his refund. Our system shows that he did not receive a response to either email.  The customer emailed us again on September 1 to ask about the status of his refund. This time the email was read and the customer received a prompt response saying that we would investigate the matter. An internal message was sent to all employees involved in the returns and refunds process. A search made it clear that we had not received the customer's package, so a member of the team emailed the customer to ask if he had a tracking number or confirmation of delivery. The customer responded that he had mailed the package via USPS and did not have a tracking number. He did not receive a reply.

  On September 11 and September 19, the customer emailed us about the status of his refund but did not receive a response.
  

  When our review showed that the customer gave a correct account of the situation, I asked for a deeper investigation into our processes, automated workflows, and employee conduct. I wanted to know how this customer could have received such poor service from us, why his emails were not read and received no response. Our system should have generated
  notifications and tasks that prompted replies. We further looked at internal correspondence on September 1 to find out why there was not a response after the customer told us that he did not have a tracking number or delivery confirmation for his return shipment.
  

  Our customer deserved and should have received much better communication from us. We train our staff to provide excellent customer service, which includes prompt responses and honest communication. There is no acceptable excuse for failing to reply to five emails from this customer.
  

  The investigation of this matter led us to take the following corrective action:
    Retraining for members of the tech support and returns teams
    Modification of automated workflows in our CRM
    The senior manager responsible for the tech support and returns teams sent a personal apology to the customer
  

  As of today we still have not received the customer's return package. Receipt of that package would have prompted an immediate refund to the original method of payment and an email to notify the customer of the refund. It should have been explained to the customer, in response to any of his emails, that per our policy we do not provide a refund unless we receive the returned hardware.
  

  However, in light of the facts of this case we are making an exception and will refund his purchase. The lack of communication on our part, and frankly the lack of respect shown to this customer, is not in line with our company values. We hope that our apology, the corrective action we've taken internally, and the refund will demonstrate our sincere attempt to make amends to this customer and to improve our customer service going forward.
  

  
  

  Customer Answer

  Date: 10/06/2022

  [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.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  ********* ********