DieselEngine
Calgary,#2UPDATE Employee
Fri, April 13, 2012
My name is Katie and I am in charge of customer service and most all freight and i assist with the procuring of product sold. I would like to directly respond to this comment.
Here are the facts, the engine was a special order from cummins and we cannot control time on that at all. Jon was only gone from a Wednesday till Tuesday, he would have returned on Monday but his flight was delayed. I have emails stating that we would issue the check on Monday when he returned. This email conversation took place Thursday and Friday with Dimitri that i would keep them informed but that I would not speak with the man who had been screaming at me and saying very rude things to me anymore. So from then on I was dealing with his son. This order was cancelled by my boss due to how I had been mistreated, it was cancelled while Jon was away. We informed them we would get a check out as soon as we got the order cancelled and the money refunded to us. (usually takes a couple of days).
On Friday I received at call asking why they haven't received their money back yet. I explained that it would take a few days as was explained when the order was cancelled. I again of course got screamed at and had finally had enough when I said "I don't need this abuse and I am going to hang up the phone now, please feel free to call back when you can speak to me nicer." Well he did call back but he was even ruder. At that point I was only in contact with Dimitri through email.
Demetri (son) and I were able to communicate a lot better just the two of us via email. Jon being out of town created a restriction of sending a check out immediately. However because of the abuse that I was taking, Jon made special arrangements while on vacation to find a FedEx location to send it back to them. This was Friday and before we had even received our partial refund from vendor back. When Jon got to the FedEx location (which he had to drive half an hour to get to) he found out that we could not use our Canadian FedEx account number to send a FedEx from a USA location to a USA location. He got a hold of me to get a hold of Dimitri and let him know and ask if it can wait till Monday. Which at the time seemed to be OK.
Saturday morning I get an email from Dimitri stating (long story short) that FedEx will do pick ups on Saturday, and that they have set up an account so that they can get it sent to them on their dime not ours to speed up the process and that they just needed an address to send the truck. Now this is my day off, and I made the choice to interrupt my boss again on his long weekend vacation to tell him this and ask for his opinion on the matter. Well my boss didn't like the idea of having to sit in one place waiting for when ever FedEx decided to show up (they need a certain window of time ex 2-3 hours when they can pick it up). So I emailed Dimitri back explaining this in which he responded that he would give it the benefit of the doubt and wait until Jon's return on Monday.
Monday morning Jon's flight had been delayed a day, INSTEAD of asking Dimitri to wait another day, Jon with the new account number we were provided on the weekend, drove to FedEx to get that refund out. Here is the FedEx tracking number to confirm: 898698098234
I don't know of any other company owner that would go out of his way whilst out of town and not receiving a refund from a vendor to send a check to make sure the customer was satisfied. This after how I was treated during the entirety of this matter. Not to mention the time out of my weekend even though it wasn't that big of a deal. I usually don't check my work emails during this time as is not a requirement of my job.
After they received their refund and it was cashed I received another call from Dimitri's dad screaming at me again. He was complaining about the restocking fee and while i was explaining that we passing on the same restocking fee we were charged, he once again when into an uncontrollable rage. At that point Jon took over the phone conversation. After that conversation was complete, Jon trying to be the bigger person sent a fax to Dimitri to be forwarded to his father explaining he would personally pay the restocking fee if an apology letter in writing was sent to me. To this date I have received no such letter, please find attached a copy of the fax that was sent along with the fax confirmation sheet showing that the fax was received.
Why would it be in a persons best interest to take the time to put an online complaint rather then just taking the time to write an apology? What more could have possibly been expected of us?