Problem with returning the product

[pakmanw]

I brought a bundle few weeks ago and try it out and found out it did not work with my Shuttle PC with S3 video. And I try to return it. On last saturday, I send email to orders@snapstream.com to get the RMA number, get no reply. I resent it on Monday, still no reply. And I try tech support, and again no reply.

Anyone can help me out. Or should I just return it anyway and have my credit card company handle it.

[RobertH]

please check your private messages

[Sean C]

Hey RobertH,

I have a similar story, although I got a little further.
My emails to the orders mailbox were being answered, I got an RMA number (0186), and agreement from Charles that we both were happy with.
So I sent the card back, several weeks ago now.

Since then nothing. No money in my account, and my (many) emails have gone unanswered.

Is there a mailbox other than orders I can get a response from?

Thanks!
Sean.

[RobertH]

Orders is the only one (or charles specific box if you got one from him directly) that can / will handle any requests about rma's its possible that your message just got lost in the pile but there should have been a credit back to your account (or whatever you worked out with charles) I do know that there was an issue with our new mail servers a few weeks ago where it was incorrectly marking things as spam and moving them to a junk-mail folder and some messages were misplaced as a result, how recently have you attempted to contact them?

Im going to drop a line to charles to have him check on your status for you he should get back to you sometime late monday / early tuesday.

[Sean C]

Thank you, I would appreciate that.
I sent mail to the orders mailbox on:
19/6/2004
16/6/2004
7/6/2004
None have been answered.

I posted the item as per charles instructions on the 13/5, so its been over a month.
Prior to that we had a back-and-forth mail conversation to iron out the details which worked fine, maybe 4 emails each.

Cheers,
Sean.

[pakmanw]

Robert, It is over a week now from my first email to orders@snapstream.com. I still not getting any response from you guys regarding the RMA.

Why is it so difficult to generate the RMA?
I am not quite sure what happen if I did not get response before the 30 days expired from my purchase day. Your web states that the product need to post marked before 30 day from the purchase day.

[DonK]

[QUOTE=RobertH] do know that there was an issue with our new mail servers a few weeks ago where it was incorrectly marking things as spam and moving them to a junk-mail folder and some messages were misplaced as a result, how recently have you attempted to contact them?
QUOTE]

Actually this is incorrect. We've never deleted spam at the server level and never will, because this will cause lost mail. All emails sent to this company will get to their intended recipient unless they contain a virus. They will just get marked as spam if they trip off the spam filtering.

I hope this clears up any confusion.

[Sean C]

I don't believe my mails were marked as spam, but to be honest I don't really care why they haven't replied. I actually don't care if I get a response at all, so long as I get my money back.
Its dissappointing though. I have two licensed copies and I was planning to buy a third, but I'm not so sure now that I should.

Anyway... 42 days since I sent the product back. And counting.

[Edgarmoon]

I hate to suggest this, but was ignored for three weeks getting my return processed. (five emails, not one reply) It wasn't until I finally called my credit card company and disputed the charge that they finnally emailed me and refunded my money. At the time I was hoping it was an issue that was being resolved, but this was almost a month ago and you guys are still having problems.

You may want to consider filing a dispute with the credit card company, mine cancelled the dispute as soon as Snapstream refunded my money. Snapstream however had to contact the credit card company to get their money (their account was immediately debitted) which I believe is why I got fast service as soon as I filed the dispute.


That is not how you should have to deal with customer support, but until they get their acts together. oh well.

[Sean C]

Well, well...

And on the 43rd day I finally got a response to one of my emails.
Which said:

Subject: Re: [Spam] - RE: Outstanding Credit, RE: order snapstreamtest-15400 from SnapStream Store [SSM: 215205]

Your refund has been processed. A $125.00 credit has been submitted to our
payment processor. Please allow a few days for the credit to post back to
your card. Thanks for your patience, and sorry once again things didn't
work out.


And on the 44th day I did get the money back.
Good, but still at a minimum some sort of explanation would have been appropriate, given the length of time involved. I see the word spam has wormed its way into the subject line.... not good enough.

Had I not got the money, I was going to go with the credit card after a few more days.

sigh...

[rkuo]

I have to apologize for the delays...basically we have an office manager here who handles a ton of other things and rather than letting anyone know he's backed up he just fails to respond to customers for days on end. I have no idea why and I've brought it up before...either get the job done or at least tell people you're backed up so we know there's a problem and can get people to help out. He does a ton of other stuff and I respect the guy tremendously, but in this particular respect it's still inexcusable to our customers.

Bottom line is I read this thread and put someone else in charge of making sure orders are handled in a reasonably timely fashion. That's when your order got dealt with, I believe. I'm hoping this change will help to make sure that our customers are treated with the timeliness and respect they deserve.