- Report: #619911
Report - Rebuttal - Arbitrate
Complaint Review: INternational Masters Publishers - IMP
INternational Masters Publishers - IMP948 Plaza Drive, Montoursville, Pennsylvania United States of America
INternational Masters Publishers - IMP 948 Plaza Drive, Montoursville, PA 17754-2400. What Customer service? The Turbine heads have no CLUE what that is Montoursville, Pennsylvania
This 'book' series is good but its very deceptive in how its presented. I understood it would take some shipments to complete but I had no idea just how many!! They seem to conveniently not tell you that no matter how much you ask. Had I known how long this was going to take and how much it was going to cost I never would have enrolled. But once I was in, I wanted to complete the collection so at least Id have something to show for the money I wasted...
Anyway, from time to time I fell behind on the payments but always caught them up and my shipments always resumed right where they left off. I fell behind late last year and it took a few months to get it caught up but I did about a month and a half ago or so. It was like $190 to get caught up. I was informed I had 7 (triple) shipments left and my collection was complete.
Because I had fallen behind like I did I opted for the direct debit payment system. They did not force me into this, I chose to do so. Ok so Im paid up, was told my next shipment would be June 5th and that was that.
So by mid June, there is no shipment, no email telling me when to expect the debit payment from my account.. nothing. I called and spoke with someone in some 3rd world country (as usual) and in the course of the conversation I discovered to my horror that the idiot girl I spoke with the first time, CANCELED my subscription and then RESTARTED it back from the beginning. My shipments were back to single and were to start back at shipment #1.
So I canceled that shipment and the guy I spoke with supposedly fixed my account and my shipments would resume back at the point I was suppose to be at and at the triple setting again.
So I hear nothing for a week or so. I go online to IMP and to my account and see where all these shipments have been canceled and nothings being sent and -- well it was a disaster to look at. I fired off a pretty hot email to customer service at that point.
That was on a weekend. Monday I receive a call from an American representative from IMP!!! He pulled up my account and saw where it appears the initial person I spoke with [of course] keyed in something wrong and this is how everything got all messed up... he put my account back to where it should be since it seems the other turbine head rep who promised he had set my account back right didn't do anything ... This rep then said I would be getting my next triple shipment at the point where I left off in July.
Now in the middle of all of this I was also trying to get some items replaced that had been tragically damaged (freak accident not relevant here) and of course the non english speaking reps have no idea what I want or how to help. The American rep bent over backwards for me and I have to say, IMP /has/ been pretty good at sending me replacement binders, indexes, section dividers etc, free of charge. The cards though, I had a lot to replace and they could only send me so many but it was still 20 packets and more on the way..
Ok now Im thinking everything is fine with my account, 7 more shipments to go, half of what got damaged just got replaced free of charge and the rest will be taken care of soon, these people arent so bad, right?
I get an email earlier today thanking me for signing up for the Mind Body Spirit cards and that my Introductory shipment is on its way... uh... W T F O_O *headdesks* I sent off a pretty hot email to the American Rep that has been helping me this past week or so. I am so confused at this point, I dont know what to think... I just want the last 7 shipments of my subscription. I am so close to being done with it I can see the light at the end of the tunnel you know. How can this companies customer service be so good on one hand (replacing damaged items in this collection for free) and yet so completely asinine on the other? (not being able to set my account back where it belongs....)
Does anyone know a phone number to contact them that doesnt route you to India/pakastan.. WHEREVER? The American rep called me every time we spoke and my phone does not have caller ID so Im out of luck there trying to call /that/ number back.
After this is straightened out I will NEVER EVER get anything else from them. And the biggest reason is because they outsource their customer service to countries that cant understand what the word 'outsource' even means.....
This report was posted on Ripoff Report on 07/03/2010 05:17 PM and is a permanent record located here: http://www.ripoffreport.com/r/INternational-Masters-Publishers-IMP/Montoursville-Pennsylvania-17754-2400/INternational-Masters-Publishers-IMP-948-Plaza-Drive-Montoursville-PA-17754-2400-Wha-619911. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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