connected data, inc. Refund 2905 Stender Way, Ste 36 Santa Clara, CA 95054 California

Dear sirs, 

Regarding the below report, we feel strongly enough that the below is a complete mis-representation, that we wish to respond to each point. Our comments are in bold 

Purchased an item from Connected Data, Inc. on January 29, 2013.

Correct - our web site clearly stated that the product was on 'pre-order' with an expected delivery time of late Feb 2013. 

Item was put on back-order.  Had to find that out on my own...had to call customer service. 

See above comment - it was clearly stated to be a pre-order product on our web store, and a further communications was sent out by email giving updates to all customers that pre-ordered the product. You were sent an email on February 8th 2013 giving you an update on the status of the product, which also cleraly stated when the units would start to ship. We never heard anything from you (any issue, complaint, or Technical Problem)  until May the 2nd 2013 with any questions (over 60 days from date of delivery) 

Item was finally shipped on February 28, 2013.  By that time, I had no need of the unit.  I requested to return the unopened unit for a full refund.

Correct and the unit was delivered and signed for March 1st 2013. You then contacted Connected Data requesting a refund on May 2nd 2013. Our standard return policy is a full 30 day money back guarantee (clearly posted in large, bold red letters on our Web Store). You contacted us over 60 days from date of receipt. Through the next few days we worked diligiantly to try to help you, regardless of the fact that you were over 30 days outside of our standard return terms. 

On the order confirmation, there was no verbiage about a refund policy of any kind.

Again, this is clearly stated in large, red, bold letters, on the front page of our web store, with full terms and conditions. 

To add, the fact that the order was on back-order and I had to call to find out is terrible customer service.

Again, see above comments of the product status posted on our web store, and the follow up communications sent to you. 

I've requested a manager or CEO to call me back, but as of yet, no one has called.

Our WW Vice President Sales called you back within 3 business hours of you making this request. 

Terrible ethics and customer service.

Having fully reviewed the case notes, we believe that we have provided a satisfactory level of service, especially given the circumstances. Our web site clearly stated the product status when you placed the order, we communicated to you via email the product status, and then delivered the product. You had the product in your possession for over 60 days, and then began aggresively seeking a return and a refund. We issued a return for refund and the product arrived back for inspection to our HQ, missing a very expensive component. 

Sir - we have thousands of customers using Transporter. As with any new product, some customers will like the product, and some might not. We will always do everything we can to treat every customer, as if they're our only customer. However in this case the delivery status was clearly stated, we communicated with you while the product was on order, and then did everything we could to help you when you contacted us 60 days later. What we cannot explain is why it took over 60 days for you to contact us, or the missing component from the returned Transporter.

If we saw any evidence that we had not responded to your requests, or not kept you informed we would immediately issue an apology. This is not going to happen in this instance. 

But we are pleased that this has now ended and we can focus on our actual customers. 

Connected Data