Video Silo Paid product isn't shipped if your have a complaint, hostage situation Northbrook Illinois

Mark refuses to pay for service Truly a sad and unfortunate situation, Mark seems to have a personal Vendetta against our family-owned company.

Hello,

My name is Marcia, and I am a Customer Service manager at Video Silo. We process and ship over 200 orders each day, are a family-owned company and have never had to deal with a problem like this in our six years of business. It is truly unfortunate that Mark is putting us through this process, and hurting our business, since his accusations are completely false. Mark sent in four family video tapes to be converted to DVD. During the conversion process, two of his tapes needed to be repaired (re-thread on the spool and spliced), since they broke while being transferred. The cost for each repair was $10, and allowed us to completely transfer his tapes to DVD. His tapes are over 18 years old, and as you can imagine, we deal with thousands of tapes each day, so we know a thing or two about videotape, and videotape repairs.

However, Mark went crazy when he was told of the extra $20 charge, and immediately disputed the original credit card charge of $51.75. Like most businesses (if not all), we do not ship completed orders until payment is received. Mark understands that the balance due is $51.75 for the original order, and $20 for the two repair charges. As of June 3, his credit card on file has been declined three times for these charges. His tape, and his family memories on his tape would be lost forever if his tape was not repaired. A lot can happen to tapes in 18 years.

To be clear, there is no hostage situation. Over 200 packages leave and enter our production facility each day. A quick chat with our USPS or FedEx driver would confirm this. All that is required is that Mark provide us with new Credit Card information, so we can receive payment for services rendered, and we can return his tapes and completed (fully transferred) DVDs to him.

Of course we have a terms of service, which talks about extra charges, repair charges, and how we do not return orders until payment is received. However, Mark's response to this was, "I do not care about your terms of service."

In over six years of business, we have never seen a customer like this. Maybe he works for a competing video transfer service? It is truly unfortunate that our reputation has been tarnished, considering we fully repaired and transferred his tapes in two days, and simply need to be paid for our work, so we may return his tapes and completed DVDs. Is it too much to ask to be paid for services rendered?

If anyone has any questions about our service, please email support@videosilo.com. We have been in contact with Mark on June 1 and June 2, and he is aware that his credit card has been declined, and that as soon as we receive payment, his order will ship!¦ Again, there is no "hostage situation". Nor do our customer service representatives "scam" anyone. Email us a question; I'm sure you'll be delighted by our response, and our service.

I understand how important your personal memories are, and over the last six years, with over 100,000 DVDs produced, I can say that we have never lost or mis-processed an order. It is unfortunate, that a customer that really has nothing to complain about (except that we require payment before we return an order a standard process in this country), has chosen to file multiple BBB complaints and web complaints, in an attempt to ruin our reputation and hurt our business.

I only hope that Mark provides us with payment soon, so we may return his order, and he can truly see how wonderful his DVDs are. I just hope others are not discouraged by our service. If you are seeking assurances, please email our 24/7 customer service team, and they'll answer any questions that you have, or will even put you in touch with thousands of customers that are willing to vouch for our service, or view the 10-20 thank you letters we receive each day.

Sincerely,

Marcia Customer Service Manager at Video Silo

Here is more information about our process from our customer service team:

We completely understand how nerve racking it can be to send your invaluable memories for transfer. We try and minimize any chance of loss or breaking of a tapes by providing all of the pre-paid shipping materials from our end. We keep track of every package that is sent out-bound and in-bound, and each tape itself is affixed with a bar code, so it can be scanned in and out at all times. These bar codes will arrive once you place an order, as again, we will ship you a pre-paid shipping box, so you don't have to do any of the work yourself.

Once we receive your order, we will notify you via e-mail, so you can relax as your order has safely arrived. We will then transfer all of your tapes, and send everything back to you. You may also be interested in taking advantage of our FedEx shipping upgrade for an additional piece of mind and expedited service.

I hope that you will feel confident using Video Silo's services, as we've been in this business for over 6 years now, and are very proud to say that a large percentage of our customers are repeat customers, and continue to come back to us to have their tapes transferred to DVDs because they feel safe and secure about shipping us their precious memories.

Update from Video Silo...

We are still attempting to contact Mark regarding new credit card information. He has so far (June 04, 2007 - 1:00 PM CST) refused to use our secure online form to provide new credit card information. We have also attempted to charge his Mastercard on file again, which has been declined. Mark has been informed that our online form is 100% SSL secure, to ensure credit card privacy. We do this to ensure the privacy and credit card safety of all our customers.

It almost seems like Mark doesn't want his tapes back. Even though we only accept credit cards on our site, we have also informed Mark that he may pay via check or money order. Our goal is to return his tapes & DVDs, so he can see how wonderful our service is... I hope he can make payment arrangements soon, and that this one customer doesn't deter others from using our great service!

Thanks,

Tim - Video Silo Support

Glaring omissions to their rebuttal
1) On 5/12 received extra charge of $20 without a proper statement on the failure or the repair.

2) Later that day 5/12 , I sent them a note indicating my displeasure, and concerns will go to the BBB, plus indicated to them to charge me the $20.

3) I also received in one missive the following from videosilo
. If you are going to contact the BBB, we will wait for that process to be completed and resolved before we send back these tapes, as it will be unfair for us to have to go through that process, when we performed our service exactly as stated in our terms of service, repaired and restored your home videos to DVD.

4) On 5/13 I received a note indicating the problem: I sent them an e-mail on 5/14
Basically , I am not pleased with this answer. I wish I was indicated prior to your rework what my options are. Unfortunately , I am held hostage and will pay accordingly, you have my permission to charge the extra $20, although I will be contacting the BBB, and any other organization that will intercede for me. It isn't the $20 or the additional hassle, it is the lack of correspondence after the fact, and I should have been notified, not after the project was finished.

5) This is after 4 phone calls to them on 5/12,5/13,5/14. Pick your phone number? No one has ever answered or returned my messages.

6) 5/14 – Again received from VideoSilo
I do not understand why you are upset, and why you are going to contact the BBB, or "any other organization". Your tapes were damaged, and had to be repaired in order to play correctly. Due to the nature of the problem, these tapes had to be repaired right away, since they were basically "stuck" inside our transfer equipment, and could not be removed, or played until they were repaired. Unfortunately, there is no way to know if a tape is damaged on the inside until it is played. If there was a way to know, we would contact you first, however if a tape is damaged on the inside, it will break inside our equipment, and will require a repair in order to ever play again, or to remove it from our machines. We can not simply leave the tape and contact you, since the only thing that can be done to ever play the tape again is to repair it.

If you are going to contact the BBB, we will wait for that process to be completed and resolved before we send back these tapes, as it will be unfair for us to have to go through that process, when we performed our service exactly as stated in our terms of service, repaired and restored your home videos to DVD.

7) My response First of all the tapes were not damaged since I had played them before sending them, since you are keeping the tapes as hostage, I will talk to the BBB, and any other consumer rip off organization. I have already given you indication to CHARGE MY AMEX CARD, evidently you want this resolved before I start complaining, If I don't see my tapes BACK within a reasonable time + the DVD's I don't care about your terms of service.

1) I have given you the okay to charge me $20

2) I have told you that I don't want to be held hostage in this situation. By your statement
If you are going to contact BBB, etc….
This indicates to me that we have moved to another level. I have contacted your HR department indicating that I want to talk to someone of responsibility. That seem to be the only e-mail contact I have other than support.

I left a message but evidently their service is just like support.

What do you mean it is unfair for you the have to go through the process? You indicated to me that you finished the process, plus I told you I would pay for the process, what part of all this don't you seem to understand.
8) 5/14 5:39PM
Mark,

Thanks for your email. We are going to have a technician re-look at your tapes, and determine the exact damage to them. Please allow a few days for this, and we will have an exact report for you regarding the exact extent of the damage to the tape. Please also take some time to read our terms of service at www.VideoSilo.com.

Thanks,

Support

9) I never heard from them , on 5/17 late morning after 2.5 business day's sent my complaint to the BBB.
On the 18th is when I cancelled the Master Card Charges.

Prior to the 18th , I have constantly sent e-mails to send me the tapes, I will acquiesce to their demands, but I reserve the right to complain to the BBB. That is the whole problem, they wanted to clear their name with the BBB, even though they were offered payment numerous times. After all , what part of charge me don't they seem to understand. They started this stink , they are the ones that have no customer service and support.

As of today, June 4th, they have my charge card, and we will see what happens. Note, please check with videohelp.com , look up videosilo and see if I am just one dissatisfied customer.
I do have all this documented chronological order on e-mails. Their complaints are after the fact, and if they didn't hold me hostage, contacted me in a reasonable time frame, actually charged me the extra $20 back when I originally told them (5/12) we would never have this problem.

Video Silo:

There are a couple of points in this story in which you are blatantly wrong (from an outside person - or potential customer's point of view).

1.) Before charging this customer $20 for "damaged" tapes, you should have alerted the customer FIRST that the tapes were damaged (before repairing them and automatically charging $20). That way, it is up to the CUSTOMER if he decides to have his tapes fixed - and you won't perform any services that no one authorized.

Think about this: If you brought your car to a body shop to get your oil changed, then you left for a couple hours, came back ad picked it up. The mechanic says your break pads were bad and he fixed them, so now you owe him $300 more. What you thought was going to be a $30 charge ends up being $330! And if you don't pay it, you don't get your car back.

NOT FAIR, VideoSilo, and it's pretty obvious. This argueably can be called extortion.

2.) Why would you need to wait until the BBB has settled the matter before returning the tapes? If the case turns out in your favor, you owe him his tapes. If it turns out in his, you owe him his tapes. It's the same either way. I can't think of one good reason for this. THIS seems like blackmail.

3.) Your terms of service may be stated, but that doesn't mean that they're necessarily "fair" to the customer. Terms of service are essentially for legal purposes (to cover your a$$). Yes, what you're doing is "legal" according to your TOS, but just because it's legal doesn't mean it's going to make your customers happy. And that seems like what you're concerned about - your reputation among current and potential customers.

Most small businesses are nice to do business with because of their focus on making it right for the customer, as opposed to large corporations who seem to care a lot less. This doesn't seem to be the case here. And to be honest, after reading this and your "terms of service", I would probably never do business with your company.

He authorized the charges; now charge his card and send him his product. Case closed.

Per their request I sent to them via their secure line chat, my credit card number. This was on June 4th, 48hrs later, they promptly sent me a message of acceptance. (the system is so secure that evidently needs 48 hrs for access) They did manage to learn how to get payment from the credit card, after checking their secure line, and I am pleased that a simple task was done. I don't know whether I will be receiving a tracking number, or the correct product, I just wish that the BBB could intercede. The BBB has mediated this problem by asking for a response from the business every week. Typically the business has complied within 2 to 4 day's after due date, although the business has shown greater response to rippoffreport.com.

At this point I am waiting for the professionals at VideoSilo to send me a paid product. Please note in Colorado a professional is anyone that is out on bail. I have thoroughly proved that these scam artists are incompetent and lack simple customer support skills that could have alleviated this problem weeks ago. My disappointment is the BBB should step up and censure them, I did not contact them to get a simple slap on the wrist but to at least make sure that my complaint is recorded within all areas covered by videosilo. RipoffReport.com has at least provided a forum for my problem and has motivated videosilo to at least respond.

Mark -

Did you ever receive anything from this company? I would like to know the outcome of your situation... hopefully Video Silo did the right thing by you and gave you the product you paid for.

On June 4th, I contacted them via their chat, with credit card information, etc.. They sent me an e-mail on June 6th, that charge received approved, plus accord to Master Charge they did post the amount.

As of June 18th, I haven't received a thing. Last Friday, I contacted the BBB in Illinois about the lack of support from them, and I spoke to the National BBB resolution office, and they are looking into this.

This AM. I sent a note and copied videosilo to the Highland Park Chamber of Commerce and inquired on who to speak to with the Highland Park Police Department. I also need to speak to the USPS on possible mail fraud. The problem is offcourse , I need to pay Master Charge and again will have to withold payment.

Received Tracking number e-mail

Your Video Silo Order is now Complete, and Has Been Shipped!

Order ID: 26XXXX

Depending on the size of your order, your order may ship in 1 or 2 different boxes. Tracking information can be found below...

When I checked with USPS:
The U.S. Postal Service was electronically notified by the shipper on June 18, 2007 to expect your package for mailing. This does not indicate receipt by the USPS or the actual mailing date. Delivery status information will be provided if / when available. Information, if available, is updated every evening. Please check again later.

Now remember
1) Indicated in mid May order complete
2) Resubmitted June 4th credit card number, and finally acknowledged 2 day's later
3) No information until June 18th.

My problem is we are going out of town, and I will not be able to view the DVD's, probably the wrong ones anyway. Luckily , I will probably have to stop payment, in late August when I am back into town. At least be able to take my laptop with me, and start in with additional consumer advocates.

As of June 25 th haven't received anything from Video Silo. I have sent them an e-mail, that again I will have to cancel the Master charges, since I will be taking an extended vacation, and unable to get mail for the next 6 weeks.

Hopefully in 6 weeks we can have this resolved or possibly go to court, they will want there $$$ and I want my tapes.

Best Regards to all reviewing this travesty of business.

Mark,

Those tapes are more than material posessions. Those tapes are you and your families' memories and if they don't give them back, they are not only robbing you of your personal property and your money, but they are taking away priceless recordings of memories that you can never recover. In my opinion, that is the WORST part of it.

I would be livid.

When you get back from vacation, you need to file a small claims court lawsuit against them (in their state). I would claim the tapes, the money you paid them, plus try to recover any travel costs incurred from having to go to court in their area AND damages for anguish. If they cannot produce the tapes (in good repair), sue for the full amount you can in that state. You might even want to charge them with false advertising; this is directly from their website:

"2) How long does the conversion process take?
VideoSilo is now even faster! All order ship within five business days after receipt of your tapes. 50% of orders ship the same day! If your order doesn't ship in five business days, your shipping charges will be refunded. 8mm and 16mm Film orders may take up to four weeks to complete. Orders containing film reels and tapes will have the tapes return first, within five business days. Please see our terms of service for more information. "

"8) Will I get my tapes back?
Yes, we'll return your videotapes along with your DVDs, in a separate package to ensure security."

What this company is doing is both legally and morally wrong. They refuse to fulfill their half of the said contract between themselves and their customer and that is against the law. They have also put this customer through hell and for "some" reason, they won't give him his priceless property back. They refuse to even communicate with their customer. I sincerely hope you get your property and memories back and they accommodate you professionally and willingly. If they don't, I hope small claims court (or the threat thereof) will do the trick.

For those having problems with Videosilo.com, here is some info:

Scott Wolf
c/o ResiSoft, Inc.
scottwolf@resisoft.com
P.O. Box 638
Highland Park, IL 60035 US
847-681-9010

Report theft to the Highland Park (Ill.) Police Department: cityhpil.com/police/index.html

The BBB for that part of the country:
BBB Chicago & N. Illinois
chicago.bbb.org
Email: info@chicago.bbb.org
Phone: (312) 832-0500
Fax: (312) 832-9985
330 N. Wabash, Ste. 2006
Chicago IL 60611-7621

Maybe even contact the local Chamber of Commerce: ehighlandpark.com

Report misuse of federal post office facilities (theft by means of post office box) to usps.com/postalinspectors/fraud/MailFraudComplaint.htm

It is unknown why Mark continues to harass our company and employees. Here is a small taste of the harassment our company has had to endure:

"...I promise you I will make VideoSilo synonomous with Nigerian scams...."
"...please pass this on to someone that is semi literate in your organization...."

Below is the current tracking information from USPS regarding his package:

Label/Receipt Number: 9102 1480 0860 XXXX 0498 70
Detailed Results:

Bullet Enroute, June 26, 2007, 7:07 am, DENVER, CO 80217
Bullet Enroute, June 20, 2007, 3:23 pm, FOREST PARK, IL 60130
Bullet Electronic Shipping Info Received, June 18, 2007

Label/Receipt Number: 9102 1480 0860 XXXX 0498 70
Status: Enroute

Your item was processed and left our DENVER, CO 80217 facility on June 26, 2007. Information, if available, is updated every evening. Please check again later.

Obviously, Mark's order was shipped on the 18th as specified. His tapes had to be retrieved from our repair lab, which were providing Mark a detailed explanation of the damage, and what needed to be repaired, per his request.

It is unfortunate that Mark has chosen THIS time to indicate that he is going on vacation, and will not be available to receive his package. Obviously, if this information had been communicated to us, different shipping arrangements could have been made. In any event, the Post Office has indicated that standard protocol is that all packages are held along with the rest of a persons mail until they return from vacation.

Hopefully this will put an end to this rant by Mark. Mark knows the USPS tracking number, and has been emailed detailed tracking information. His order has been completed and returned, and hopefully he will quit his harassment of our employees.

Also, we have been receiving complaints from ResiSoft, Inc., an Internet Service Provider. ResiSoft, Inc. is in no way affiliated with the operations of Video Silo. For any questions regarding Video Silo, please email support@videosilo.com, call us at 800-609-9193, 312-242-3630 or 408-850-9658, or chat with us live (or leave us a message) on our website at videosilo.com.

Thank You.

1) Received e-mail from their support on (5/12/07 ) that product is ready and able to ship.
2) Between May 12th to the 14th we had numerous e-mails (since they don't return phone calls) referencing that I accept the extra payment but I will complain to the BBB. This is when the whole problem started and the hostage situation.
3) On May 14th , I received a note that they will again look into the matter, on May 17th I complained to the BBB , since I never heard from them again. Later on the 17th I cancelled the charges.
4) On May the 20th & 29th , received standard e-mail of the increase charge and product ready to ship.
5) June 2 - 4, ongoing e-mails about using their chat for quick, encripted use, for using credit cards. ( I doubt these bozo's were ever checking chat, since it isn't real time, nor do they answer phones , etc..)
6) June 4th , used chat, sent credit card information. Got actual confirmation, and charged on June 6th, 48hrs later, quick and efficient.

7) They spent from June 6th to June 18th doing what?? Remember the product was ready to ship back on May 12th. It can't be a Nigerian holiday for 12 day's. (no offense to the Nigerians, they have some customer service).
8) As indicated up to7 day's from USPS, to date June 26th, no product, nada, nothing, zilch, how do you say zero in Nigerian.
9) Today Wednesday June 27, starts my vacation hold, but I will go to the Post office and see if the actually have package. I will send the information from my next stop in FL.

Please note: everything indicated above has been documented, why do they question my intentions when they have all the proof and above all else the milestone information via BBB, e-mails, and rippoff report.

"It is unknown why Mark continues to harass our company and employees."

HAHA!

First of all, I wouldn't call being angry over accruing charges without authorization, not being communicated with, and receiving e-mail that implies that he won't be getting his tapes back for a long time because he complained "harrassment". I'd be just as angry.

"It is unfortunate that Mark has chosen THIS time to indicate that he is going on vacation, and will not be available to receive his package."

Oh gee - I'm sorry - I didn't know your customers would be required to provide you their schedule months in advance so you are able to ship out in a timely manner. He filed this report on 5/30 (which is probably well after he initially sent you the tapes). It is now the end of June. This obviously took over a month. Why does your website say, "All order ship within five business days after receipt of your tapes."? I hope you refunded his shipping charges (you know, like your website says!) If you know where your terms of service are on the site, you certainly can find these statements!

I'm sure you never would have heard a peep of "harassment" from Mark had you clearly communicated with him a a TIMELY fashion - meaning, not charging his credit card and then waiting a week to get back to him ont he status of his order. Also - I found plenty of other complaints about your company on the internet (just search www.videosilo.com). How do you explain those complaints? Were they all "harassing" your employees too? Why is it always your customer's faults?

Finally - Resisoft is probably getting complaints because they HOST (or hosted) your WEBSITE and your customers feel you are defrauding them. If customers can't get a response from you, they're going to try to go to someone who can illicit a response. I don't blame them.

The lesson here is: mention small claims court, get a response. Contact the site's host, get a response. Try to resolve an issue with the company, be accused of "harassment", have your tapes held hostage when you complain and be charged money without being communicated with. Nice!

I am your contact at the BBB. I am contacting you to find out if Video Silo has resolved your complaint. I need to close out this file. Please let me know if the company resolved your complaint and if you are satisfied with the outcome.

My answer: note did copy Scott/resisoft

We are going back and forth with ripoffreport.com, the company claims they sent product as of June 18th with waybill # from USPS. I had a hold on mail yesterday till August 7th due to a vacation. I stopped at the post office this AM.(6/27) to see if they had sent the package, nothing to date. Tomorrow we are leaving, so I will not be able to determine till 8/07.

Note:

May 12- received e-mail, shipment ready and needed to charge extra.

(note: when I complained about the charge I also indicated to them to charge me the extra $20. I also told them of my displeasure and will contact the BBB. That is when they decided to hold me hostage.)

June 4th supplied credit card number again, (after they assured me of their chat being secure, off course its secure, it takes them 48hrs to ever read)

June 6th actually acknowledged and charged me.

(12 day's prior to shipment, is that shipment and handling, or is that incompetence.)

June 18th sent package?? USPS to who, from where,

Note their indication: Your item was processed and left our DENVER, CO 80217 facility on June 26, 2007. Information, if available, is updated every evening. Please check again later.

Obviously, Mark's order was shipped on the 18th as specified. His tapes had to be retrieved from our repair lab, which were providing Mark a detailed explanation of the damage, and what needed to be repaired, per his request.

Again 12 day's to write a report and retrieve from their repair lab.

June 27th nothing in the mail, after special trip to Post Office.

These people are scam artists. I cannot stop my credit card bill till 8/07. How do they stay in business. I realize I am a problem since all I want is my tapes from 18 years ago and may luck out and get DVD's of which I PAID FOR. Please note they have lied continuously, accused me of being a competitor, I don't understand what part of I paid for the product in early May, paid again in early June, and still no product. What excuse this time.

Mark

To all involved in the Forum, thank you , need to sign off now and go on vacation, and start this over again in August. May you all have a good July 4th.

I came back today 8/6 from a long vacation, and received my mail. First: package arrived (sent June 18, with arrival on July 3rd) Secondly: packaged had indication of damage prior to Colorado shipment, and noted on stamping in Illinois Post office. thirdly: Invoice indicated all Tapes , although tape 2 & 3 are missing both the DVD's, and the original tapes. I have sent the notification to the BBB and have also requested that Master Charge reduce the expense to 1/2. The only recourse I now have is to speak to the Highland Park Police.

Evidently, out of spite, Video Silo sent me two DVD's and one was totally destroyed, there was a lot of scratches making the video unplayable. These people are amazing, need to call Master Charge again, and stop all charges.

Mark,

I am sorry to hear about your loss.

I still think you have a chance in small claims court. granted, you can't prove outright that they were the ones who damaged the videos (they will probably say it got damaged in the mail). However, with this report and with any correspondance from them and all the records you have kept, you may be able to convince the court (beyond a REASONABLE doubt) that they damaged these videos.

Since they are so spiteful, you deserve justice and compensation. I would print out a copy of all the other reports on Video Silo as well.

I just can't figure out why they do business this way. What a horrible company.