Group Vertical Customer service is horrible! Deliberately placed me on hold for 10 minutes Grand Rapids Michigan

 I ordered from walmart online. I somehow received too wrong part. I asked to return the part. I am unwilling to pay shipping for a part the costs only $12. Customers cannot return items to walmart , and must pay shipping. Customer rep as well as supervisor were extremely rude and blamed me for the error.the supervisor cut me off and refused to listen to what I had to say. The customer above is on point with the rudeness and horrible customer service post. I wish I had known that I wasn't ordering from walmart in advance.

Hello John Kim, 

 We are happy you are satisfied. We are glad your tools worked better for your repair. Please let us know if there is anything else we can help you with. Thank you! Group Vertical 

I received a package from Group Vertical with not only original replacement parts for the IPOD 5th gen screen replacement but sturdier removal tools at no costs.  I also received a letter of apology from CEO Syan Schut and Mrs. Rayanne LaGuire, Customer Support Supervisor apologizing for the lack of customer service I received.

I now consider this case closed and met to my satisfaction.

I now know who the person I originally spoke to:  Rayanne LaGuire, Customer Support Supervisor!

It's quite amusing (but sad) to see their rebuttal.  Let me pick it apart line by line so that Rip Off Reports readers can read the truth:

Their answer: "We offer a generous one-year return policy on all original condition parts. If you were upset with the quality of the tools we would have accepted a return in original condition or suggested another tool set for your repair."

Truth:  They never offered neither a return nor replacement.  When I emailed them to send a replacement, Rayanne's response was "Hello, Thank you for contacting us about this. I understand what you are saying. For a more durable pry-tool, we recommend purchasing our http://www.groupvertical.com/isesamo-opening-pry-tool-for-apple-ipod-iphone-ipad-and-macbook-1530.html Please let us know if you have any further questions! Thank you! Best regards, Rayanne LaGuire
Customer Support Supervisor".  No mention of a return/replacement/RMA...which was why I called Group Vertical in the first place to address their flimsy removal tool.  When I asked Rayanne on the phone, she refused.

Their answer: "We have an excellent customer service team to help you with any issues you may have"

Truth: Does keeping someone deliberately on hold for 10 minutes an example of good customer service?  Does refusing to elevate the call to your supervisor an example good customer service policy?  Does changing a customer's account password without their authorization an example good customer service?  No!

Their answer: "We are not perfect, nor are all the parts we sell, however we stand by our products."

Truth: I left a message with John O'Neill, General Manager.  He never called back.  I guess he doesn't stand behind his products.  I messaged Ryan Schut, Founder & CEO on Linked In.  He never messaged back.  I guess he doesn't stand behind his products, too.

Let me share an email Rayanne sent me: "We will not do business with customers who verbally threat and speak with disrespect"

Truth: My response was "Ma'am, I fail to see how getting good customer service is a threat to you. I will wait for BBB's response."  Amazing isn't it?  Why throw up a defensive posture to a customer attempting to resolve a service matter, then "describe" it as a threat?  Rayanne/GroupVertical, I think you need to stop digging yourself out of a hole and take a remedial course on customer service 101.  I am hoping you get a written reprimand or get fired. 

Hello John,

I am so sorry you are upset with the customer service at Group Vertical.  We offer a generous one-year return policy on all original condition parts. If you were upset with the quality of the tools we would have accepted a return in original condition or suggested another tool set for your repair. We are not perfect, nor are all the parts we sell, however we stand by our products.  We have an excellent customer service team to help you with any issues you may have.  We are always happy to provide refunds per our return policy which is one of the best in the industry.  Best of luck to you and your repair business!