Gosatellite.ca Double posted Visa charges - wouild not acknowledge order cancellation Coquitlam British Columbia

To Whom it May Concern,
With regards to Mr. ----'s post:

First, Customer's subject is "Double Charge on Visa" The double charge that the customer is referring to is not that, it is a pre-auth that automatically gets removed by the customer's visa company. Pre-auth's as everyone knows are just that... a hold on funds to make sure the funds are available and they are removed by the customer's credit card company. The pre-auth is removed after a few days and is NOT a double charge. This has nothing to do with the seller. Customer should contact his cc. We have certainly not double charged him and if we had the cc company would clearly see this and would have cancelled this long ago.

Second, the total of the customer's order was not $931.00 as customer claims it was $766.37 CAD. Customer's credibility is already going out the window.

Third, Customer claims his order was made on the 8th of February when it was actually made on the 7th at 1:53pm EST

Fourth, Customer claims that we did not have stock on the items that he is referring to. The customer's order date was February 7th and this was shipped THE SAME DAY. The one part of the order was BOLDLY stated on the website as being a PREORDER item and that it would be shipped on February 12th. The non-preorder items were shipped the exact same day, and the preorder item to follow 4 days later. The customer called on February 9th to cancel the order, however he had already refused the shipments that had already been sent on the 7th. Customer decided mid-transit that he did not want the items and refused the shipment after the courier company tried to deliver them numerous times.

As it states in the terms and conditions that the customer accepted prior to purchasing from our company, we are not responsible for shipping charges etc and like any consumer electronics company we charge a restocking fee for returns. The terms and conditions are posted on our website at the below link and do clearly state that the customer will be charged restock and will not receive his shipping back. All preorder items as the customer ordered are subject to a cancellation fee. The customer is responsible for reading the terms and conditions prior to purchasing from any company. This is just as it is in a retail location. They post their refund/return policies and if the customer does not agree with them then they should not purchase from a company. The amount that it costs our company to send this product to the customer only for him to change his mind is ridiculous and being that we sent it in good faith THE SAME DAY he ordered, why should we be held accountable just because the customer decided 2 days later that he did not want it after we paid the courier company to send it to him? We clearly state all of these terms and conditions and if this customer did not read them prior to accepting them, this is not our responsibility. These are posted on the website for a reason. They are located at the following link:
hgosatellite.com/terms-and-conditions.html

The refund/return policy is located at this link:
gosatellite.com/return-policy.html


There were to be 3 packages to be shipped to Mr. Hebner. He placed the order on: Feb 07, 2007;
01:53:43pm EST We shipped the same day as you see below as the Purolator tracking numbers
show an attempted delivery on Feb 8, 2007. Sounds like incredible customer service to order at
1:53pm EST, and have the product ship the same day and arrive the next day. Purolator also tried
4 more times and it was eventually returned back to us. We had to pay for the return shipping
back.

Purolator tracking number 80864106747 (for dish)

purolator.ca

2007/02/13 14:01 Attempted Delivery - Package Refused
2007/02/13 08:08 Attempted Delivery - Package Refused
2007/02/12 08:08 Attempted Delivery - Package Refused
2007/02/09 08:26 Attempted Delivery - Package Refused
2007/02/08 10:00 Attempted Delivery - Package Refused

Purolator tracking number 80864106754 (for LNB and motor)

2007/02/13 14:01 Attempted Delivery - Package Refused
2007/02/13 08:08 Attempted Delivery - Package Refused
2007/02/12 08:08 Attempted Delivery - Package Refused
2007/02/09 08:26 Attempted Delivery - Package Refused
2007/02/09 08:20 Attempted Delivery - Package Refused
2007/02/08 10:00 Attempted Delivery - Package Refused

The final part of the package was going to be shipped on a third tracking number, but was not
shipped based on the above complaint.

As we have already stated, when Mr. ---- ordered he was aware that the second week of
Feb (12-16) 2007 we were getting more of the Coolsat 8000 receivers. He looked at the website
and it was very boldly displayed that the Coolsat 8000 was a brand new product and all customers
that created an order would be shipped in the order that it was received. Mr ---- was next in
line to be shipped.

It seems odd to us that 2 packages show up on Thursday February 8th on Mr. --- door step
at 10am and the package was refused. He ordered on Wednesday and it was there the next day.
The website clearly showed pre-order status, he was next in line to receive this exciting new
product. Not one other customer has made a complaint about the pre-order situation as they
have all received what they ordered. We have proven that we are amazingly fast at shipping,
so the next batch of units arriving, one would have been for Mr. ------.

Let's suppose he had no idea that the Coolsat 8000 would be shipped after the dish and
accessories, he would have no idea by looking at the two boxes that arrived the next day after
he purchased. There was on large box for the dish and other box for motor and LNB. Someone
who does not order satellite packages would have assumed that is was complete and would have
accepted the package.

The reality was, he would have been missing the pre-ordered Coolsat 8000 receiver. That would
have been the next item to be shipped. It would have given him enough time to study the
installation CD and manuals, build and mount the dish, run satellite lines, in anticipation for the receiver to arrive.

He chose to refuse the package on Thursday Feb 8th, then 9th, 12th, and then 2 times on the
13th.

We see the call on Friday Feb 9th to cancel the order but as you can see above the order was in
transit already. Since he made the decision to cancel with shipping already being billed to us to get it there and return shipping back to us, we refunded what was reasonable based on this
situation.

Customer has stated "blatent lying about having shipped it out". You can see our tracking numbers online to show that this was indeed shipped out and the customer refused it numerous times. This is all trackable online and will prove that we did not lie about shipping this.

This comment made by the customer makes no sense:

"I called Monday, talked to Tony who said he tried to reach me to let me know of my order status and I said it wasn't necessary as I had already cancelled my order. He informed my that my order was not cancelled but on hold. I said well just cancel it and reimburse my Visa. "

The 12th was the Monday, this was refused 3 times before he called to cancel the order. So if he had called on Monday to cancel then he would have known that he had already refused the shipment 3 times... I am unsure why he would state that we told him that his order was on hold? He obviously knew that it had shipped because he refused the shipment 3 times before he called on that Monday as he himself states...

This customer has mislead the readers on numerous points and is obviously trying to make his story "bigger and better" to get his point across. This customer is obviously disgruntled and will blow this story out of proportion to make himself look better. We have discredited him on all of his claims.

Customer also claims that we do not show our address. We are on online company and do not have a store front, but we do clearly show both of our corporate addresses to contact us. Many "virtual" Companies do not have store fronts. This is not a a crime to not have a retail location. We are an online retailer. We have been in business for more than 4 years and we have very minimal complaints to the BBB and the Atourney General in the U.S. We have hundreds of thousands of very satisfied customers and we try our best to accomodate every one of them. However, if a customer clearly cancels an order after it has shipped, he has preordered an item, and he has agreed to all terms and conditions prior to purchase, we cannot be expected to eat the hundreds of dollars that we were charged for this order to be sent because a customer simply decided that he no longer wished to complete the purchase. We obsorbed much of the cost on this purchase and the customer was charged minimal for the return shipping etc.

It is unfortunate that Mr.---- is disapointed with our Company's services. We have many customers that will back our company as The Best Satellite Retailer on the Internet.

Regards,
Reese Davidson
President
RMD Media Group Inc.