A few weeks ago I made an order using an upgrade credit. I ordered the Move & Roam combo package. I received a shipping confirmation with tracking info. So far, so good. The package is delivered without issue or delay. I open the package and unfortunately only the Move is inside. The packing slip, however, indicates both the Move and Roam were sent, so it would appear an error was made by whoever packed it, and they forgot to put in the Roam. There was never a second shipping notice or tracking number provided to indicate that they were sent separately.
I phone customer service and explain the situation. She says she will contact the courier company first (I wasn’t clear why, when it was in fact delivered; that was not the problem) and then would forward the issue to the right department for either a refund or to send the product (my preference is to send the product since it was part of the upgrade discount and I don’t want to lose the 30% savings if I have order it again in a new order). She tells me it will take up to 48 hours to hear back from courier.
I get an email confirmation of the conversation, although the details in the email are completely wrong and indicate that my issue is that I didn’t get my delivery at all. I realize that this is perhaps just a generic email, but reply outlining the correct details of the issue so it is in writing.
After three days I send a quick reply to get an update on where we’re at in the process of rectifying the situation - I’m going on a trip end of month and wanted to take the Roam with me, plus I don’t want it re-shipped while I’m away. No reply back. Try again another day. Nothing. Try a third time. Still radio silence. How hard is it to acknowledge a request for an update?
Anyone have similar issues, or advice on alternate ideas to get a response from them? The phoning was painful as the connection wasn’t great and I prefer to have things in writing. How does one prove they only received part of an order?? Plus pretty disappointed It looks like I won’t get in it time for my trip now. Up to now the shipping/delivery of products was fine so I’ve never had to deal with their customer service. It’s pretty poor (compared to other companies I’ve dealt with in the past) and not leaving me with great confidence.