[NO LONGER] Angry with buygpsnow terrible support-problem resolved

gov · 02-17-06, 07:35 PM

well it has now been over a month and three emails unrespoded to since i sent back something for exchange and i STILL HAVE NOT HEARD FROM NOR RECEIVED MY ITEM YET!!!!

WHat is going on??

COuld someone with buygpsnow.com please address this issue--i never resort to public airing of issues, but come one---THREE EMAILS and over a month????

please respond--i sent you the emails and returned the car charger in exchange for the Y charger.

UPDATE---PLEASE SEE BELOW--ERRORS WERE MY FAULT, NOT BUYGPSNOW.COM!!

joekee · 02-17-06, 07:44 PM

Originally Posted by gov

well it has now been over a month and three emails unrespoded to since i sent back something for exchange and i STILL HAVE NOT HEARD FROM NOR RECEIVED MY ITEM YET!!!!

WHat is going on??

COuld someone with buygpsnow.com please address this issue--i never resort to public airing of issues, but come one---THREE EMAILS and over a month????

please respond--i sent you the emails and returned the car charger in exchange for the Y charger.

Gov, please let me know your order number / RMA number and I will investigate right away.

joekee · 02-17-06, 08:10 PM

gov, still waiting for an answer from you...

gov · 02-23-06, 10:45 PM

Originally Posted by joekee

gov, still waiting for an answer from you...

joe --

my apologies--i was away on business.

well my support ticket id# is 1496
my RMA # granted on 1/4/06 is 40-Q890Z-64850

i just plugged in the routing number to ups (i can email to you if interested) and for some reason it states that it was returned to sender for the following reason:

MULTIPLE ERRORS EXIST IN THE ADDRESS LABEL. UPS IS ATTEMPTING TO DETERMINE THE CORRECT INFORMATION TO COMPLETE DELIVERY;RETURNED TO THE SENDER. THE PACKAGE WAS NOT PICKED UP AS ARRANGED

I'm not sure what that means, or why the UPS Store that I sent it from did not contact me, but I will have to work that out on my own. The package was sent to the following address:
RMA#40-Q890Z-64850
Easy PocketNav.com LLC
6500 Peachtree Parkway, Suite 240-328
Norcross, GA 30092

As I sit here typing this, I realize there is more than I thought going on here. I have to admit that my three emails that went unreturned are still leaving a bad taste in my mouth. However some of the issue here may not be your fault--I still need to determine this. My fault for not following through on the tracking number, your fault for leaving my messages over the last few weeks unreturned.

In the meantime, I am without any charger at this time and as my bad luck would have it, it doesn't really matter since my gps unit was left on the roof of my car and went flying off somewhere.

i will attempt to figure out what went wrong with the shipment and decide at that point if I will be buying my replacement from you guys, or another merchant.

patrick

02-23-06, 11:34 PM

If there's one thing that I know, Joekee will sort things out and make it right.

joekee · 02-23-06, 11:34 PM

Patrick,

I applogize for the bad experience but we normally reply to emails in 5 mins to 24 hrs (excluding weekends).

Email is the most unreliable method of communication as email servers may be misconfigured (either your end or my end) and if everthing goes well, our emails/response could easily ended up in customer's spam folder as we use the prefix of "sales@...".

I will be more than happy to offer you a free car charger for your Bluetooth GPS unit.

From now on, please DO NOT send email to us (see above: unreliable). Instead, we want you to open a support ticket, which will never be LOST or left unanswered.

Action: Please open a new support ticket, in the URL field, enter the URL of this topic and please keep us posted on the status of your return shipment.

Tip: IF necessary, please exercise your rights to file a claim for the lost shipment thru UPS Customer service. Good luck to you!
http://www.buygpsnow.com/support/step_one.asp

Have a good one.

gov · 02-24-06, 11:24 AM

Joe--

My sincerest apologies on this matter.

First let me say that I personally made an error in writing the address on the UPS form. As you can see from my above post, I sent the package to 6500 Peachtree Parkway. Well after back and forth with UPS, I realized that your email to me regarding the RMA clearly states that your address is 6050 Peachtree Parkway. Hence the message I was getting from UPS. The UPS store never contacted me to tell me the item had been returned, because the return label was placed directly over the original label which had the customer codes for them to contact me in the event something like this happened :rolling:

Also, I had in fact opened a support ticket after two emails were sent, and that ticket was opened on 2/7 (id#2189). However, for some resaon, unlike previous support tickets that I had opened with you, I NEVER received an email stating that the tcket had been updated. And I should add that it had been promptly updated less than 3 hours after I posted by your company, and then subsequently closed on 2/17 after no reply by me. I should also tell you that I DID try to relocate my ticket before today, but was unsucessful. It took me quite some time today to figure out where support tickets were kept on your site. I had to act as if I was opening a support ticket and then cancel out of that before I could find a clickable "My tickets" area.

Well the bottom line here Joe is that I sincerely apologize for what was truly one of the more bizare series of events that transpired here. It was really like a perfect storm of errors that caused this issue (almost all by me i might add).

I sincerely hope that anyone reading this has read this far to understand that it was NOT your bad support that was at the root of this issue.

You will be receiving my replacement order for my lost GPS unit shortly.

Sincerely,
Patrick

brobinson · 02-24-06, 08:23 PM

Gov-

Since this issue was resolved, maybe you should edit the title of this post to reflect that. Not everyone will read to the end of this post and think that the post is still a negative reflection on BuyGPSNow.com.

gov · 02-24-06, 08:43 PM

Originally Posted by brobinson

Gov-

Since this issue was resolved, maybe you should edit the title of this post to reflect that. Not everyone will read to the end of this post and think that the post is still a negative reflection on BuyGPSNow.com.

i edited my original post with an "update" line since i could not edit the original title.

brobinson · 02-24-06, 09:07 PM

Originally Posted by gov

i edited my original post with an "update" line since i could not edit the original title.

That's cool.

ikehiker · 02-24-06, 09:22 PM

Originally Posted by gov

i edited my original post with an "update" line since i could not edit the original title.

I did a little editing of the title for you. Let me know if you'd like it other than what I've done.

joekee · 02-24-06, 10:19 PM

Gov: Appology accepted. No worries. We are always here to help and whenever I am able to help, I will immediately jump into issues, especially customers from aximsite.com.

ikehiker: Thanks for editing the title.

All: Thanks very much for your support.

stevenator65 · 02-24-06, 10:27 PM

Well...talk about turning a negative into a positive. Joekee sure handled that very nicely by not getting upset. Gov was man enough to stand up and take responsibility. Great thread.

RobMan · 02-24-06, 10:52 PM

Group hug!!

Seriously, kudos to both!

aximbigfan · 02-24-06, 11:07 PM

i dont like group hugs........... jk actully i was thinking about buying a gps from buygpsnow but i liked a deluo model better.... next time however i will buy from buygps now as the deluo one broke the pins on my x30.. which cost me $60 to repair.

chris