In April 2006, while stationed overseas on a military post I purchased a JVC dvd recorder for $229.99. By Nov 2006 it was acting up really bad and we weren't able to make it through dvd's without the dvd recorder resetting or getting frozen while resetting. I contacted JVC and these are the emails that transpired:
My initial email:
Sent: Friday, November 24, 2006 2:28 PM
To: customerrelation
Subject: Operation
Name: ______________
email: _____________________
Address: CMR ___ Box _____ City: APO State: NY Zip: _____
Phone: (___) ___-____
Model: DRM 100
Date of Purchase: 2006-04-15
The Product type is: DVD
The inquiry type is: Operation
E-Mail Body: While watching most dvd''s my dvd player will flash the word RESET across the front panel. Sometimes it will turn off automatically others we have to crawl behind the shrunk to get to the plug in to unplug it because it will not turn off. We are currently stationed overseas. Please advise as to why it does this and what we can do to correct it.Thank you.
Their reply:
"S____, ___" <______@jvc.com> wrote:
Dear ______, Thank you for contacting JVC Customer Care. I understand you areinquiring about abnormal characterstics affecting your unit. We, at theJVC companies, regret the difficulties you have experienced with yourJVC product, as well as any inconveniences those difficulties may havecaused you. Go ahead and try to reset your unit by unplugging it fromthe power outlet for a couple of minutes. If this doesn't work you willneed to get your unit serviced as this would be tied with an internalproblem rather than a problem with the settings. Here is a link thatwill help you find the nearest service center to you:http://www.jvc.com/ascsearch/mqlocator.exe?link=indexPlease feel free to email us back for further questions or support aboutyour JVC Product. _____S_____JVC Customer Care Center E-Mail SpecialistMcallen TX 78503 ______@jvc.com
My response:
Date: Thu, 30 Nov 2006 07:44:47 -0800 (PST)
From: View Contact Details Add Mobile Alert
Subject: RE: Operation
To: "S____, " _______@jvc.com
Mr. _____,
I appreciate your response. Unfortunately, as my previous email stated we are currently stationed overseas and will not be back to the states until around March 08. Is there anything we can do in the meantime to correct this problem. Sometimes the only way to reset the dvd recorder is to unplug it as it will not allow us to turn it off. This has not stopped or corrected the problem except temporarily. Please advise what my options are as I am overseas and did not find a service center near my zipcode.
Thank you in advance for your assistance.
No response from them so second attempt:
Date: Thu, 4 Jan 2007 12:46:11 -0800 (PST)
From: View Contact Details Add Mobile Alert
Subject: Fwd: RE: Operation
To: ______@jvc.com
2nd request. please advise and respond to items in emailNote: forwarded message attached.
__________________________________________________Do You Yahoo!?Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com
No response from them so third attempt:
From:
Sent: Saturday, January 20, 2007 3:31 PM
To: S_____,
Subject: Fwd: RE: Operation
3rd request - please respond to items in this email. This is happening every single time I use the dvd player and it is getting really upsetting. I need to know what to do!
Note: forwarded message attached.
Finally a response:
Dear Ms _____,
Thank you for contacting JVC Customer Care. Before I begin, please accept my apologies for the amount of time it has taken us to reply to your email inquiry. I assure you we’ve taken every viable measure to increase staff support to offset the high volume of correspondence.
Until you get back or ship your unit to a friend or relative to act on your behalf, this requires a pro evaluation and perhaps, repair. Meantime, there isn’t a temporary fix for this.
Please feel free to email us back for further questions or support about your JVC Product.
Sincerely,
_____ S_____
JVC Customer Care Center
E-Mail Specialist
Mcallen TX 78503
_______@jvc.com
My response:
Date:
Mon, 22 Jan 2007 06:16:27 -0800 (PST)
From: View Contact Details Add Mobile Alert
Subject: RE: RE: Operation
To: "S______, " _____@jvc.com
If I wait until I return to the states it will still be repaired at no cost to me even if it is after 1 year from the purchase date?
Their response:
ear Mr/Miss _______,
Thank you for contacting JVC Customer Care. Before I begin, please accept my apologies for the amount of time it has taken us to reply to your email inquiry. I assure you we’ve taken every viable measure to increase staff support to offset the high volume of correspondence.
I apologize for the inconvenience you've had with your unit. Other than unplugging it, there are no quick fixes for this. Please be aware, if a unit is purchased in the US . The warranty, as stated, our limited warranty at time of purchase, is not valid outside of the United States . US JVC is restricted in assisting with repairs made outside of the United States as these service networks govern their own policies regarding warranty service.
Since US JVC is unable to send parts or repairs outside of the US , possibly if you have a friend or relative in the US , you may ship the unit to them to act on your behalf. They may obtain names of authorized centers by dialing 1-800-858-6442 within the US .
Please feel free to email us back for further questions or support about your JVC Product.
Sincerely,
____ S_____
JVC Customer Care Center
E-Mail Specialist
Mcallen TX 78503
______@jvc.com
My response:
Date:
Fri, 26 Jan 2007 09:59:38 -0800 (PST)
From: View Contact Details Add Mobile Alert
Subject: RE: RE: Operation
To: "S______, " ______@jvc.com
Once I get back to the states (March 08) will it be able to be fixed at no cost to me because the problem happened prior to the one year mark and it was sold on US territory?
No response from them so sent another email:
Date:
Tue, 6 Feb 2007 12:10:51 -0800 (PST)
From: View Contact Details Add Mobile Alert
Subject: Fwd: RE: RE: Operation
To: ______@jvc.com
I would really like to get this issue resolved ASAP. I have been working on it since Nov 24th, 2006 and it is now almost 3 months later and I still don't have a concrete answer. Here are the details for the 4th time.
We are currently stationed overseas until March 2008. I purchased the DVD recorder almost a year ago at a US military installation store and am having problems with it resetting on almost every dvd I play. There is not an authorized service center near relatives/friends in the states, so mailing it to them is out of the question. Please answer these questions directly and completely.
1) Can I send the dvd recorder to an authorized service center in the states for repair? If so please provide details.
2) If I can not send it to a service center in the states, will it still be covered (at no cost to me) when we return to the states in March 2008 even if it was after the year warranty? If it is not covered after that time frame, what is the solution to fixing this issue?
Please respond asap and also forward this to a customer service manager so that i can have a contact to deal with directly as it is almost impossible to get a timely response and this is a time sensitive issue.
Note: forwarded message attached.
Their response (February 6, 2007) :
Dear Mr/Ms _______, Thank you for contacting JVC Customer Care. Our factory service center does not ship overseas, I apologize. If you return to the states in 2008 the warranty cannot be honored. It would be best to have some one in the states to act on your behalf. Please feel free to email us back for further questions or support about your JVC Product. Sincerely, ___ S_____ JVC Customer Care Center E-Mail SpecialistMcallen TX 78503 _____@jvc.com
** Luckily I was able to get it repaired through the PX. At least I hope that now that I have it back for the 3rd time that it actually works. Just got it back 2 weeks ago. Repaired???.....Verdict still out as we wait and see.
Sunday, November 25, 2007
Baby Universe - Double shipping costs
In the beginning of May 2006, I placed an order from Baby Universe for a complete comforter set with all the trimmings for a total of $208.24. By mid May I noticed that my Baby Universe order had not been processed nor shipped so I contacted customer service to see about delivery methods. I was told it would ship Parcel post (6-8 week delivery time). I emailed them back asking about first class shipping for a delivery time of 5-7 business days.
Here is the response I got (unfortunately as this was before the Sears incident I didn't think of keeping accurate records so I don't have the dates/times etc of the email from Baby Universe nor my email to them inquiring on the shipping methods...but here is their portion from my reply message to them):
customerservice@babyuniverse.com wrote:
We can ship your order to you via the United States Postal Service Priority Mail for a cost of $43.92. The total cost for your order will be $252.16. Once we ship your order, we can not issue a refund if the package is delayed or lost until a claim is filed with the Post Office and the issues resolved. If you decide to cancel your order due to any delay, we will be unable to issue a credit until the merchandise is received back in our warehouse. Any return shipping charges are the customers responsibility. Please confirm that you would like to continue with this order by responding to this email with your billing information (credit card number and expiration date) or call us toll free at 877.615.2229 so we can charge you. We must receive payment in advance before we can ship this item to you. If you have any questions or need clarification, please call our friendly customer service toll-free at 1-877-615-2229. (Monday through Friday 8:30 am - 6:00 pm EST)We look forward to seeing you online soon at www.babyuniverse.comVery Truly Yours,Customer Care Specialist
My reply:
Subject: Re: babyuniverse.com order number 599836
To: customerservice@babyuniverse.com
Do NOT ship this order and do NOT charge my card. I found somewhere that shipped it priority mail for 23.00 and I received it today. How is it that a company can charge 43.92 and another 23.00 when we are not supposed to be charged anymore than stateside shipping? Thank you for supporting your military members.
Here is the response I got (unfortunately as this was before the Sears incident I didn't think of keeping accurate records so I don't have the dates/times etc of the email from Baby Universe nor my email to them inquiring on the shipping methods...but here is their portion from my reply message to them):
customerservice@babyuniverse.com wrote:
We can ship your order to you via the United States Postal Service Priority Mail for a cost of $43.92. The total cost for your order will be $252.16. Once we ship your order, we can not issue a refund if the package is delayed or lost until a claim is filed with the Post Office and the issues resolved. If you decide to cancel your order due to any delay, we will be unable to issue a credit until the merchandise is received back in our warehouse. Any return shipping charges are the customers responsibility. Please confirm that you would like to continue with this order by responding to this email with your billing information (credit card number and expiration date) or call us toll free at 877.615.2229 so we can charge you. We must receive payment in advance before we can ship this item to you. If you have any questions or need clarification, please call our friendly customer service toll-free at 1-877-615-2229. (Monday through Friday 8:30 am - 6:00 pm EST)We look forward to seeing you online soon at www.babyuniverse.comVery Truly Yours,Customer Care Specialist
My reply:
Subject: Re: babyuniverse.com order number 599836
To: customerservice@babyuniverse.com
Do NOT ship this order and do NOT charge my card. I found somewhere that shipped it priority mail for 23.00 and I received it today. How is it that a company can charge 43.92 and another 23.00 when we are not supposed to be charged anymore than stateside shipping? Thank you for supporting your military members.
SEARS - parcel post shipping and trouble with refunds/returns
Please take the time to read through this...it makes for interesting reading if you are thinking of ordering from Sears. Factual email and info below!
The * below re: APO/FPO addresses is worded in such a way as to reflect military shipping delays. It does NOT reflect the fact that they actually ship Parcel Post meaning a delivery time of 6-8 weeks and 12-16 weeks before you can put a claim on it for missing packages and/or to have another packaged shipped. I made sure to check my package and it was shipped Parcel Post!
Taken from the Sears website directly -
http://www.sears.com/shc/s/nb_10153_12608_NB_CSshipping?adCell=A4#where
What Are Our Shipping & Delivery Methods?
Sears.com uses four shipping methods: U.S. Postal Service, UPS package delivery, Home Delivery and Special Oversized Delivery Handling. Not all methods are available for all items.
U.S. Postal Service is used to ship gift cards and all orders to APO/FPO* addresses.
* Please note that although our website reflects a ship date based on the APO/FPO zip code, we ask that you allow an additional 4-6 weeks for the military postal service to deliver your package to its final overseas destination.
http://www.sears.com/shc/s/nb_10153_12608_NB_CSreturns?adCell=A4
Our goal is that you are completely satisfied with your purchase. If for any reason you are not satisfied, simply return your purchase in its original packaging, with your original packing slip and sears.com Order Confirmation E-mail Receipt within 90 days of your purchase, 30 days for Home Electronics and Mattresses for a refund or exchange. If you are not satisfied with your purchase after these time periods, please let us know. Your satisfaction is important to Sears.
A 15% restocking fee applies on Tires, select Home Appliances, Home Electronics, Home Improvement, Household Goods, Lawn & Garden, and Automotive products not returned in the original box, unused, and containing all original product packaging and accessories.
Special orders cancelled after 24 hours of purchase are subject to a 15% order cancellation fee
For mailable and home delivery items, see our returns options below. Shipping and handling charges are not refundable. For additional questions on sears.com returns or order inquiries, email webcenter@customerservice.sears.com.
Factual Information:
My order was placed on May 25, 2006. The following is an email sent to Sears on Jun 28, 2006.
Sent: Jun 28, 2006 8:02:12 PM CDT>
To: order@customerservice.sears.com> >
To Whom It May Concern;
Please advise how the order below was shipped. Was it shipped first class, priority, second class, third class, fourth class, parcel post, space available, etc? Order Number: seax-011767803-seaz Order Date: 05/25/06 > > I know that being sent to an APO it is the militaries responsibility for the item after it hits New York, BUT the military has to honor the shipping method used by the company. So if it was shipped priority then the military has to honor that method. I have looked on your website and noticed (after ordering unfortunately) * Please note that although our website reflects a ship date based on the APO/FPO zip code, we ask that you allow an additional 4-6 weeks for the military postal service to deliver your package to its final overseas destination. This is not a true statement because like I stated above the military has to use the original way it was shipped. Please advise asap. I would also like to add that it would be most beneficial to your company if the shipping method was changed for APO/FPO orders. Most of the companies out there are switching to priority mail with a delivery time of 5-10 business days and as a military spouse I can say that most of us overseas look for that time frame when ordering and will stay away from companies that take longer and charge more. Thank you.
Their response June 29, 2006:
Please include the following line in all replies.
Tracking number: UT20060628_0000005501
Dear Ms. ____ , Thank you for contacting Sears regarding order 011767803.We appreciate your business. Your order was shipped regular, standard mail. For APO/FPO orders it can take up to 30 business days for you to receive this item. We apologize for the inconvenience. If you have additional questions or comments, please contact us by return e-mail at webcenter@customerservice.sears.com or by phone at 1-800-349-4358. Thank you again for choosing Sears.
Look for Great Ideas throughout the store and find Sears exclusive innovations from great brands like Sony, Kenmore, NordicTrack, Craftsman and Reebok to help you create the good life.Shop sears.com now to pick up great products for the season. http://www.sears.com/sr/entry.jsp?eid=1&sid=S0016300040000600081
Amy W
Sears Customer Care
webcenter@customerservice.sears.com1-800-349-4358
My next email Jun 29, 2006:
Sent: Jun 29, 2006 9:54:33 AM CDT> To: webcenter@customerservice.sears.com> > Regular, standard mail does not tell me first class, second class, third, fourth, parcel post or priority. When I send a letter it is first class mail so are you saying that my order was shipped first class mail averaging 5-10 business days? Military has to honor that shipping method meaning it should already be here.
Their response of same day:
Please include the following line in all replies.Tracking number: UT20060629_0000001129
Dear Ms. _____,
Thank you for your recent e-mail correspondence regarding your order. Please allow 4-6 weeks for delivery. We do apologize for the inconvenience that this might pf caused/We appreciate your business, and value you as a Sears customer. We certainly hope you will continue to make Sears your choice for quality and value. Again, we thank you for taking the time to contact our office with your concern.
Jeannette R. Sears Customer Care
webcenter@customerservice.sears.com 1-800-349-4358
Completely satistfied with product....NO. The product didn't work and the handle fell apart everytime I tried to use it. Able to return it...NO was past the 30 day mark when I finally received it. Sears answer to my problem...take it to my local sears store and see about repair. When I contacted them re: my being overseas and not able to go to a local retailer my emails got ignored. I sent 5 further emails requesting some sort of resolution and got absolutely no resposnse after the first initial email telling me to go to a local retailer. Will I shop at Sears again....NOPE..sure won't.
The * below re: APO/FPO addresses is worded in such a way as to reflect military shipping delays. It does NOT reflect the fact that they actually ship Parcel Post meaning a delivery time of 6-8 weeks and 12-16 weeks before you can put a claim on it for missing packages and/or to have another packaged shipped. I made sure to check my package and it was shipped Parcel Post!
Taken from the Sears website directly -
http://www.sears.com/shc/s/nb_10153_12608_NB_CSshipping?adCell=A4#where
What Are Our Shipping & Delivery Methods?
Sears.com uses four shipping methods: U.S. Postal Service, UPS package delivery, Home Delivery and Special Oversized Delivery Handling. Not all methods are available for all items.
U.S. Postal Service is used to ship gift cards and all orders to APO/FPO* addresses.
* Please note that although our website reflects a ship date based on the APO/FPO zip code, we ask that you allow an additional 4-6 weeks for the military postal service to deliver your package to its final overseas destination.
http://www.sears.com/shc/s/nb_10153_12608_NB_CSreturns?adCell=A4
Our goal is that you are completely satisfied with your purchase. If for any reason you are not satisfied, simply return your purchase in its original packaging, with your original packing slip and sears.com Order Confirmation E-mail Receipt within 90 days of your purchase, 30 days for Home Electronics and Mattresses for a refund or exchange. If you are not satisfied with your purchase after these time periods, please let us know. Your satisfaction is important to Sears.
A 15% restocking fee applies on Tires, select Home Appliances, Home Electronics, Home Improvement, Household Goods, Lawn & Garden, and Automotive products not returned in the original box, unused, and containing all original product packaging and accessories.
Special orders cancelled after 24 hours of purchase are subject to a 15% order cancellation fee
For mailable and home delivery items, see our returns options below. Shipping and handling charges are not refundable. For additional questions on sears.com returns or order inquiries, email webcenter@customerservice.sears.com.
Factual Information:
My order was placed on May 25, 2006. The following is an email sent to Sears on Jun 28, 2006.
Sent: Jun 28, 2006 8:02:12 PM CDT>
To: order@customerservice.sears.com> >
To Whom It May Concern;
Please advise how the order below was shipped. Was it shipped first class, priority, second class, third class, fourth class, parcel post, space available, etc? Order Number: seax-011767803-seaz Order Date: 05/25/06 > > I know that being sent to an APO it is the militaries responsibility for the item after it hits New York, BUT the military has to honor the shipping method used by the company. So if it was shipped priority then the military has to honor that method. I have looked on your website and noticed (after ordering unfortunately) * Please note that although our website reflects a ship date based on the APO/FPO zip code, we ask that you allow an additional 4-6 weeks for the military postal service to deliver your package to its final overseas destination. This is not a true statement because like I stated above the military has to use the original way it was shipped. Please advise asap. I would also like to add that it would be most beneficial to your company if the shipping method was changed for APO/FPO orders. Most of the companies out there are switching to priority mail with a delivery time of 5-10 business days and as a military spouse I can say that most of us overseas look for that time frame when ordering and will stay away from companies that take longer and charge more. Thank you.
Their response June 29, 2006:
Please include the following line in all replies.
Tracking number: UT20060628_0000005501
Dear Ms. ____ , Thank you for contacting Sears regarding order 011767803.We appreciate your business. Your order was shipped regular, standard mail. For APO/FPO orders it can take up to 30 business days for you to receive this item. We apologize for the inconvenience. If you have additional questions or comments, please contact us by return e-mail at webcenter@customerservice.sears.com or by phone at 1-800-349-4358. Thank you again for choosing Sears.
Look for Great Ideas throughout the store and find Sears exclusive innovations from great brands like Sony, Kenmore, NordicTrack, Craftsman and Reebok to help you create the good life.Shop sears.com now to pick up great products for the season. http://www.sears.com/sr/entry.jsp?eid=1&sid=S0016300040000600081
Amy W
Sears Customer Care
webcenter@customerservice.sears.com1-800-349-4358
My next email Jun 29, 2006:
Sent: Jun 29, 2006 9:54:33 AM CDT> To: webcenter@customerservice.sears.com> > Regular, standard mail does not tell me first class, second class, third, fourth, parcel post or priority. When I send a letter it is first class mail so are you saying that my order was shipped first class mail averaging 5-10 business days? Military has to honor that shipping method meaning it should already be here.
Their response of same day:
Please include the following line in all replies.Tracking number: UT20060629_0000001129
Dear Ms. _____,
Thank you for your recent e-mail correspondence regarding your order. Please allow 4-6 weeks for delivery. We do apologize for the inconvenience that this might pf caused/We appreciate your business, and value you as a Sears customer. We certainly hope you will continue to make Sears your choice for quality and value. Again, we thank you for taking the time to contact our office with your concern.
Jeannette R. Sears Customer Care
webcenter@customerservice.sears.com 1-800-349-4358
Completely satistfied with product....NO. The product didn't work and the handle fell apart everytime I tried to use it. Able to return it...NO was past the 30 day mark when I finally received it. Sears answer to my problem...take it to my local sears store and see about repair. When I contacted them re: my being overseas and not able to go to a local retailer my emails got ignored. I sent 5 further emails requesting some sort of resolution and got absolutely no resposnse after the first initial email telling me to go to a local retailer. Will I shop at Sears again....NOPE..sure won't.
The reason for this blog
I have created this blog in hopes of shedding some light on certain companies that either will NOT ship to APO addresses, charge higher than normal shipping costs and/or send items parcel post (6-8 week delivery time).
As a military spouse stationed overseas it is difficult to find those certain "comforts" that we can find while in the states. Therefor I tend to turn toward online shopping. I have shopped for everything from books, pjs and formula for my toddler, electronics to vacuum cleaners and have run across parcel post shipping, first class shipping at a higher than normal postage rate (sometimes as much as 4 times as much) and/or companies that won't ship here at all. And if you want to pay shipping twice and are lucky enough to have family that will let you send the items to their house you can have them forward the items on to you. Granted there are now companies that specialize in having items sent to them and then for an additional fee they will ship the items to the APO box. Personally, I am tired of paying shipping twice!
A bit of background on shipping to APO boxes. A company pays the same price to send a package from their location to APO boxes as it would to ship it to NYC. From NYC the military picks up the packages and gets them to the APO post offices for delivery. No matter what the shipping method (First class, priority, express, parcel post, overnight, etc) the military must honor the method the shipper chose to send the package. I just don't see where the extra fees from the shippers come in. The only thing that is different is that the shipper has to fill out a customs form. The extra time/cost it takes to fill out the customs forms can be written into the handling fees that alot of the companies are now charging....or if they want to be generous to those of us making the sacrifice of living so far away from our family/friends and shopping options they can not charge anything extra for the customs forms.
When I shop online I now email the company first to find their shipping methods and costs, then compare the cost by looking at http://www.usps.com/. If the cost is more and/or the company ships via parcel post I will order the product elsewhere. This is how I have come up with the information I have. If you would like to add any information feel free to leave a comment.
As a military spouse stationed overseas it is difficult to find those certain "comforts" that we can find while in the states. Therefor I tend to turn toward online shopping. I have shopped for everything from books, pjs and formula for my toddler, electronics to vacuum cleaners and have run across parcel post shipping, first class shipping at a higher than normal postage rate (sometimes as much as 4 times as much) and/or companies that won't ship here at all. And if you want to pay shipping twice and are lucky enough to have family that will let you send the items to their house you can have them forward the items on to you. Granted there are now companies that specialize in having items sent to them and then for an additional fee they will ship the items to the APO box. Personally, I am tired of paying shipping twice!
A bit of background on shipping to APO boxes. A company pays the same price to send a package from their location to APO boxes as it would to ship it to NYC. From NYC the military picks up the packages and gets them to the APO post offices for delivery. No matter what the shipping method (First class, priority, express, parcel post, overnight, etc) the military must honor the method the shipper chose to send the package. I just don't see where the extra fees from the shippers come in. The only thing that is different is that the shipper has to fill out a customs form. The extra time/cost it takes to fill out the customs forms can be written into the handling fees that alot of the companies are now charging....or if they want to be generous to those of us making the sacrifice of living so far away from our family/friends and shopping options they can not charge anything extra for the customs forms.
When I shop online I now email the company first to find their shipping methods and costs, then compare the cost by looking at http://www.usps.com/. If the cost is more and/or the company ships via parcel post I will order the product elsewhere. This is how I have come up with the information I have. If you would like to add any information feel free to leave a comment.
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