Cc: firstname.lastname@example.org ; email@example.com ; firstname.lastname@example.org ; email@example.com ; firstname.lastname@example.org
Sent: Friday, September 22, 2006 11:48 AM
Subject: Re: Your Concerns with Office Depot
Thank you for your response to my concerns. As you have noted, I have been in contact with Tim Collins, District Manager, regarding a full refund for my purchase of a faulty wireless router and adapter, which both I and the computer service company I then hired were unable to install, because of the problems with which the router and adapter were fraught.
My initial email to Customer Care at Office Depot on September 1, 2006 was met with the response that I would be contacted directly by a Senior Case Manager within five business days. You should know that when I had received no contact from Office Depot a full 17 days later, I then expressed my concerns to David Fannin, Robert Brewer, Ray Tharpe, Office Depot Media Relations, and Office Depot Community Relations.
As you may be aware, Mr Collins has offered me a store certificate for the amount of your cost on these items ($150.00 CAD), in return for these items. I must insist, however, that I be refunded my full purchase price of $235.38 CAD. I have expressed this to Mr Collins.
As I purchased this equipment in good faith, under the reasonable assumption that it was non-defective, I am in no way responsible for assuming any of the cost of equipment which is faulty and inoperable. It is irrelevant that this purchase was made more than 14 days prior to my attempt to exchange this. This was not a matter of the technology being outdated; this was a matter of the equipment being inoperable from the initial installation attempt.
While I appreciate the gesture made by Mr Collins, I must reiterate that this is not a satisfactory response to this issue, and I must insist that my case be treated fairly, and hope that we can resolve this issue immediately.
----- Original Message -----
Sent: Thursday, September 21, 2006 8:20 PM
Subject: Your Concerns with Office Depot
Dear Ms. Breuderlin, <--- spelled my name wrong!
Thank you for your email, it has been forwarded to my attention. I am sorry to learn that you are dissatisfied with Office Depot.
In reviewing your concerns I have noticed that your request to return the wireless router was made well outside of the period of time that Office Depot allows our customers to return products. Office Depot is a low cost provider and we strive to maintain our every day low prices. For this reason we typically allow our customers to return or exchange products for a period of thirty days from the date of purchase. Technology changes very quickly however, for this reason we provide a period of fourteen days from the date of purchase for any returns or exchanges to occur.
In reading your candid comments, I want to apologize for the poor service that you have described. Although unable to meet the request that you had made, your email indicates that our Store Manager should have been able to handle the situation in a much more effective manner. We should have provided you with the contact information for the manufacturer in order to provide you with assistance under the terms of the product's warranty. Additionally, the entire visit should have been handled in a polite, professional, and empathetic manner and I regret that this was not the level of service that you received.
I know that you have spoke with Tim Collins, our District Manager. I have forwarded your latest email to Mr. Collins and have asked him to contact you directly. Although he may not be able to return the product I am confident that he will take appropriate measures to ensure that the poor service experience that you described is addressed in an appropriate manner.
We appreciate your business.
Casey J. Ahlbum
Sr. Customer Relations Manager
Executive Customer Relations
Office Depot, Inc.
2200 Old Germantown Road
Delray Beach, FL 33445
Mail Code CDBU
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