Jason
Lancaster,#2Author of original report
Sat, February 18, 2012
The issue has been resolved, see the text below. It was a shame it had to come to this, but they did recover as well as could be expected. Hopefully it won't happen to any other customers. Goes to show, you need to stand up for yourself as a consumer.
-Jason
-----------------------------------------------------------------------------------
Jason,
Thanks for taking the time to get back to us!
I see from your account history that you have indeed been shopping with us for a very long time--almost 10 years!--and I'm sorry it came to this. I'm reporting your interaction with Chris along to our CS manager for review because that was absolutely not the right resolution to the issue.
It sounds like you've found your replacement Laserpod, so I won't ship you a new one unless you'd like another from us. (Let me know if you do.) Instead, we've just refunded you the remainder of shipping from the initial order, which should have been done the first time, and here's a $70 gift certificate code to help make up for the all the trouble since then:
xxxxxxx
I don't know if you'll feel comfortable with us again to use it, but I wanted to be sure that we're even and then some. I would understand if not; I didn't want to believe you that you were only refunded $1 on the shipping, but... wow, that is in fact what happened. So sorry about that.
Thanks again for getting back to us so we could take another try at getting this right, and let me know if you have any questions or if there's anything else I can do.
Carrie
ThinkGeek
Fairfax,#3UPDATE Employee
Fri, February 17, 2012
Jason,
So sorry for the runaround you received on your return! We're attempting to track down your order number with the details you've provided here, but if you'll email replybot at thinkgeek.com (the form here asks us not use email addresses but I'll try) that might help expedite the process. If the email address is stripped out of this comment, you can tweet to us @thinkgeek or post on our Facebook wall at http://facebook.com/thinkgeek and we'll get in touch.
We have Laserpods in stock now and we can ship you a replacement and refund the shipping cost on the first order as well. I can't speak to the $1 refund--if it was intentional, we'll certainly take that up with the rep who issued it because that's not the kind of customer service we want to provide, and if it was a mistake, I apologize for the trouble and we'll correct it. Sorry again for the poor service and hope we'll hear from you via email soon!
Carrie, ThinkGeek.com