• Report: #646908

Complaint Review: PINZOO.com

  • Submitted: Sat, October 02, 2010
  • Updated: Mon, October 11, 2010

  • Reported By: AtlAaron — Marietta Georgia United States of America
PINZOO.com
1146 N Central Ave, Internet United States of America

PINZOO.com Pinzoo Prepaid Services, PINZoo! Stop HARRASSING your CUSTOMERS! Internet

*REBUTTAL Owner of company: Owner of company...From the President

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I ordered a $40 Simple Mobile ePIN from PINzoo.com at 12:23am ET on 10/02/2010. I received the initial verification phone call at 11:36am ET 10/02/2010. I answered that call and the rep told me she would begin verification process soon. At 11:38am ET (2 minutes later), I received an email which said "PINZOO is trying to contact you to approve your order" & "Dear ..., we have attempted to contact you in order to approve your recent PINZOO order ####50 but have been unsuccessful:". Didn't I already answer their call 2 minutes ago?

I called at 11:48am ET. Didn't go thru. My bad! PINZoo didn't open until 9:00am PT(12:00pm ET). I called back at 12:29pm ET and was told that the verification process was still pending. No one called or emailed me after that. Until 3:07pm ET, I called again and was told that my bank couldn't find my card info????? Why didn't anyone call me? So I gave them the Customer Service number on the back of my card. I called again at 3:17pm ET and had to provice the phone number again. Up until 3:56pm ET, PINZoo rep finally called and put me on 3-way call with my bank. Why didn't they do that at the first call? Why made me wait 4 hours? I wasted 4 hours just to recharge my phone??? I should have stop by a local authorized agent and recharged my account in under 4 minutes. From now on, I'd rather support my local stores than these online merchants.

I did received my PIN. However, I will not buy from this merchant ever again, eventhough, the rep told me all my future orders will be processed instantly. Who knows? My 4 hours already gone. Who will give me back my wasted 4 hours?

PINZoo's President always talked about how his company "takes pride in providing the absolute best customer service", and "take extra safety precautions to insure that the purchases made on our site are made by the actual credit card holders. Our customer approval process has saved shoppers tens of thousands of dollars in unauthorized transactions and has stopped thousands of fraudulent activities". PLEASE! Whose pocket are you actually protecting? Are you protecting customers or HARASSING them?

Manual verification is great. Why can't you resolve it in 1 phone call? Why can't we wait 40 minutes all the phone with the bank? Why did you make me wait 4 hours? Why didn't you notify me the issue with the bank 2 & a half hours earlier?


This report was posted on Ripoff Report on 10/02/2010 01:57 PM and is a permanent record located here: http://www.ripoffreport.com/r/PINZOOcom/internet/PINZOOcom-Pinzoo-Prepaid-Services-PINZoo-Stop-HARRASSING-your-CUSTOMERS-Internet-646908. 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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REBUTTALS & REPLIES:
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Updates & Rebuttals

#1 REBUTTAL Owner of company

Owner of company...From the President

AUTHOR: Pinzoo.com - (U.S.A.)

Dear member,

4 hours is a long time to wait to refill your phone, I understand. I would be frustrated too. You should have been notified earlier. Our representatives simply were backed up and I apologize for that. However, this is not due to our manual approval process. An automated process would have placed your order on hold as well.

Our members are our most valued asset. We do not have the intention, nor the time to harass any customer. We do not wish to upset you or to make you wait any longer than you have to. We depend on your repeat business as the cost of acquiring new customers is very high. It simply would not make any business sense for us to stall your approval process or to make your shopping experience less pleasant than you having to go somewhere else.

In fact, looking at our account, it appears that you did return a few days later and placed an order for 2 more $60 refill minutes. I also see in the notes that the original representative apologized for the delay and enrolled you in our preferred membership program.

We do not claim to be perfect, we do try our very best though. In the future, please call in with your complaint and we will make it right.

Sincerely,

Edwin Janaslani
President

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